Green Line Coronavirus FAQs

Regularly updated frequently asked questions to help you stay informed

Last updated 26th November 2020

Our Coronavirus frequently asked questions feature everything you need to know to stay informed on the latest government guidance about coach travel and travelling safely.

How to contact us

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Talk to our Customer Service or Press teams

1. How do I contact Customer Services about timetables and travelling on the revised services?

Our Customer Services team are on hand to assist you regarding your travel. You can email us here or call us on 0344 801 7261. Lines are open from 08.00 to 17.00 Monday to Friday. We are online via social and web chat from 08.00 to 18.00 Monday to Friday and available via social from 10.00 to 16.00 at weekends

You can also write to us at: Green Line Coaches, Freepost ANG 7624, Luton, LU4 8BR.

We always welcome your feedback on how we are doing. Please let us know if something has particularly pleased you or if we have not performed as well as you expected. This will help us to give our people praise where it is due or try to put things right if there is a problem.

If you have not been able to find the information you wanted on our website, please check the list of frequently asked questions. If your query is still unanswered, please contact us.

2. I have a press enquiry: how do I contact you?

For press enquiries, please go to our contact us page or email us at [email protected]. Our phone number is 03455 01010. Please note: our Press team cannot answer timetable enquiries. If your enquiry is concerning tickets or timetables please call our Customer Services team on 0344 801 7261.

Face coverings and social distancing

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Find out the latest information on how to stay safe

1. What are the new rules around face coverings?

From Monday 15th June 2020, all passengers on public transport in England must wear a face covering when onboard and from Friday 24th July 2020, face coverings must also be worn when inside transport hubs in England which includes coach stations, interchanges or travel shops. 

  • Please remember to bring a face covering for your journey as without one you will be unable to travel
  • A face covering can be very simple, like a scarf or bandana that ties behind the head to give a snug fit. It just needs to cover your mouth and nose
  • Please put your face covering on before boarding the coach or entering a transport hub and wash your hands or use hand sanitiser before putting it on. Hand sanitiser will be available for use as you board our coaches. Please use your own if you are able
  • Please wear your face covering throughout the duration of your journey, including when disembarking the coach. Customers will board coaches from the back and disembark from the front. Please be patient as this may take longer than usual
  • If you need a drink or to take medication while travelling or when inside a transport hub, please do so quickly and be mindful of others. No other food and drink to be consumed onboard our coaches
  • To keep everyone safe, please store a used face covering in a plastic bag and take it home

2. How will I get on and off my coaches?

Customers will board coaches from the back and disembark from the front. Please be patient as this may take longer than usual.

3. We all have a legal obligation to follow the face covering rules

All of our drivers have been advised to inform our customers who are not wearing a face covering on boarding the coach, that they are required to do so by law, throughout their entire journey, unless they are exempt. If a customer is not exempt and refuses to wear a face covering, then our drivers have been instructed to explain to the customer that they are breaking the law and that the police have powers to impose a fine of up to £200. Our drivers report all failures to comply with government policy to their Depot Management team to allow us to closely monitor the situation and advise the authorities. 

4. Who is exempt from wearing a face covering?

Following an Equalities Impact Assessment, exemptions will apply to those with:

  • Breathing difficulties and other respiratory conditions
  • Conditions effecting their dexterity, meaning they are not able to put on a face covering
  • Mental health conditions such as anxiety or panic disorders
  • Other non-visible disabilities such as autism
  • Cognitive impairments, including dementia, who may not understand or remember the need to wear a face covering
  • Visual impairments, with a restricted field of vision, particularly if any residual vision is at the lower edge of the normal field of view
  • Impairments which would make it difficult to put on or take off a face covering safely, accurately, consistently or without pain
  • The exemptions also apply to those who rely on lip reading. This would include carers who are travelling with someone for whom a face covering will inhibit communication

5. Are children exempt from wearing a face covering?

Young children under the age of 11 or children on dedicated school transport services are exempt.

6. Do your drivers wear face coverings?

Our coach drivers have visors, masks and gloves to keep everyone safe. The seats closest to the driver have also been taped off.

7. Is there support for me to show other people that I am exempt from wearing a face covering?

Yes, we have a range of Journey Assistance cards that are available for anyone that needs support when travelling. We have added two new cards to the pack for you, which read:

  • "Please be supportive. I have a disability and I am exempt from wearing a face covering. Thank you!”
  • “Please be supportive. I have a health condition and I am exempt from wearing a face covering. Thank you!”

The cards can be downloaded here.

8. If I am a wheelchair user, will I still be able to get on the coach with social distancing in place?

It is really important to us that we continue to support wheelchair users who wish to use our services. Whilst seats closest to the driver are currently taped off, wheelchair spaces will always remain available. Rest assured, when you require support with boarding our coaches, our drivers are following the below steps to ensure social distancing and your safety are maintained whilst they are providing you with assistance:

  • Please pre-book your travel by calling 0844 807 7261
  • The driver will wear a face covering and sanitise their hands before leaving their cab
  • The driver will politely ask you to maintain at least a 1 metre plus distance whilst they put the ramp in place
  • The driver will limit the time they are within at least 1 plus metres of you to ensure this is kept to an absolute minimum
  • In exceptional circumstances where the driver is unable to leave their cab to offer you assistance, they will politely explain why they are unable to help you

9. Will you be providing hand sanitisers on your coaches?

Yes, hand sanitiser will be available for use as you board our coaches. Please use your own if you are able to. In addition, we are carrying out additional cleaning of the main customer touch-points on our coaches and reminding customers and drivers of the importance of hygiene good practice.

10. What are you doing to help with social distancing onboard and at coach stops?

We are supporting the latest government guidance around social distancing measures to help keep you, our drivers and our coaches safe. We have placed very clear signage onboard that shows you what you need to do to stay safe, which includes our social distancing poster. Please follow this guidance when travelling with us.

  • Face coverings must be worn onboard. Please keep them on for the entire journey. Exclusions apply
  • Customers will board coaches from the back and disembark from the front. Please be patient as this may take longer than usual
  • Please sit one per row unless travelling with a member of your own household
  • Our coach drivers have visors, masks and gloves to keep everyone safe. The seats closest to the driver have also been taped off

We have also implemented measures onboard our coaches to help our customers and colleagues stay safe:

  • Hand sanitiser will be available for use as you board our coaches. Please use your own if you are able
  • To help with social distancing, the maximum seating capacity for our coaches has been reduced
  • We have enhanced our cleaning regimes such that all touch-point surfaces, both on our coaches and in our facilities are thoroughly cleaned with a suitable disinfectant every day

11. Are there ways that I can pay that will limit my physical contact with drivers?

Yes. To help reduce the amount of physical contact between our customers and drivers, all Green Line customers are being asked to only use contactless payment, online pre-paid tickets or m-ticket via our Arriva UK Bus app. Green Line drivers will not be able to provide change to customers and any over payment of fares will be donated to the NHS COVID-19 Appeal, which is supporting NHS staff and volunteers. Cash will only be accepted as a form of payment in exceptional circumstances and where the correct fare can be paid. The safety of our colleagues and customers remains our number one priority and we will continue to monitor and adjust our approach as and when the situation evolves.

We offer our customers a full range of non-cash payment methods including contactless, buying tickets online and via the Arriva UK Bus app. Choosing one of these options will allow you to board the coach with a simple tap or ticket scan, limiting physical contact for both yourself and our drivers. Contactless payment is accepted for all transactions under £30 on our coaches. All you need is a contactless-enabled card or mobile device with Apple Pay or Google Pay installed and ready to use. Our Arriva UK Bus app allows you to purchase and activate your coach tickets before you travel, then you simply place the screen of your mobile device under the scanner when you board. You can buy multi-journey Saver tickets and Student Saver tickets quickly and securely through our online store. For more information, click on the links below:

  • Find out all the ways you can buy all of our tickets here
  • Find out how to pay using contactless here
  • Find out how to pay using m-tickets here

12. How are you protecting your drivers?

We are being guided every step of the way by expert organisations such as the World Health Organisation and Public Health England on measures to put in place to protect our staff. Drivers have visors, masks and gloves to keep everyone safe. 

In line with the rest of the coach industry, we already operate a cleaning regime whereby our coaches are cleaned every day. In response to Covid-19, we have enhanced our cleaning regimes such that all touch-point surfaces, both on our coaches and in our facilities, are thoroughly cleaned with a suitable disinfectant every day.

We have also implemented social distancing measures across our services to help protect our drivers and customers wherever possible. We ask all customers to please follow these social distancing guidelines throughout your journey with us to ensure you, our drivers and our coaches are safe.

To further help implement social distancing, we have taped off seats closest to the driver to ensure we are adhering to the latest government guidance and have moved furniture in the driver’s recreational areas to increase spacing during breaks. In addition, customers will board coaches from the back and disembark from the front. Please be patient as this may take longer than usual.

13. What measures do you have in place if the virus continues to spread?

We have in place a dedicated team which is closely monitoring and managing the current situation. Our priority is to protect the safety of our customers and our own employees.

Coronavirus continues to challenge and disrupt life globally, with governments the world over implementing significant measures to reduce the spread of the virus and the harm it causes.

From the beginning, Green Line and Arriva UK Bus has followed the overarching principle that our priority is to protect customers and colleagues by following UK government advice which is informed by expert organisations such as the World Health Organisation (WHO) and Public Health England (PHE), and approved by the UK’s Chief Medical Officer, Chris Whitty.

We continue to follow and monitor this advice closely, and will continue to adapt our approach in line with this advice, making changes when, and only when, this advice evolves or changes.

Travelling with us

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Information on our services, refunds and how to plan your journey

1. Are all coach services continuing to run as normal?

No. We have reduced the frequency of some services and we will be updating this on an ongoing basis. Please note, our roadside timetables may not be up to date so please refer to the journey planner on this page to access the latest travel information or plan your journey and follow coaches in real-time via the new Arriva UK Bus app.

2. When is the best time for me to travel?

If you can, please try to travel outside of standard rush hour times. Plan your journey using our website and follow coaches in real-time via our new Arriva UK Bus app. If possible, please also avoid using the last service of the day to help ensure we can get as many customers and key workers to their destinations whilst adhering to social distancing capacity guidance. Please ensure you have alternative means of transport available to you if you are vulnerable or at risk in case we are unable to allow you onboard. We currently have strict capacity guidelines that we must adhere to and we are unable to exceed those numbers, even if it is the last service of the day.

3. How are you responding to the change in lockdown measures and more people starting to travel?

As government guidance changes and local restrictions and advice come into effect, we are continuously monitoring demand for our services and where we know you need us, we are sending out additional coaches to keep you on the move short term. We’re also aiming to increase services across our network over the coming weeks in line with demand. Please keep checking our website,  our new Arriva UK Bus app and our social media channels for the latest updates.

4. How are your services affected by the government’s new Tier 1-3 monitoring system?

The UK government has issued graphics to explain the new Tier 1-3 monitoring systems now in place throughout England. To help you understand how this affects your area, please see the following PDFs for very high risk areas, high risk areas and medium risk areas. For more information, visit: https://www.gov.uk/government/news/prime-minister-announces-new-local-covid-alert-levels

5. Are you refunding customers?

At this time our standard refund policy applies. Our process for refunds for tickets purchased before 30th March 2020 is as follows:

  • For customers with long term tickets (annual, academic year), we will extend the validity of your ticket for the duration of time that you have been unable to use it
  • Where possible, we will provide credit in the form of an m-ticket via our new Arriva Bus UK app. For those without access to a smart phone, credit will be provided in the form of vouchers
  • We won’t charge any admin fees for refunds or credits processed during this time
  • To request a ticket extension or credit in the form of an m-ticket or voucher, please call Customer Service on 0344 800 4411 to speak to an advisor (lines are open Monday to Friday 8am - 5pm). We will endeavour to process your request within 10 working days of receipt

6. Do I get free concessionary travel on the Green Line?

In light of the current situation, Luton Council and Arriva are regrettably withdrawing free concessionary travel on the Green Line 755 and 757 services when travelling from Luton to London Monday to Saturday from 31st August 2020.

A new discounted fare will be in place onboard our coaches for all those presenting valid ENCTS smartcard permits from any council, offering excellent value for travel, at £8 single and £13 return.

You can also purchase via our website here for just £7.70 single and £12.50 return.

Free concessionary travel will still operate on the 755 and 757 services from London to Luton and Green Line services between Hemel Hempstead and London

7. Are you offering free travel for key workers in England?

Our teams are working hard to keep critical services running and key workers moving. At present, our normal ticketing policy still applies.

8. Can I still buy tickets at Green Line run Travel Shops?

Yes, London Victoria Fountain Square Travel Shop and Luton Travel Centre are open Monday - Friday 0700 to 1800 and Saturday 0830 to 1630.

Find us here:

  • London Victoria Fountain Square, Colonade Walk, Buckingham Palace Road, SW1W 9SS
  • Luton Travel Centre, Luton Interchange, Station Road, Luton, LU1 2LT

Hemel Hempstead Travel Shop is still currently closed. 

9. I am a leader for a business, how do I get in touch to discuss our requirements during this time?

Please email the Business Development team at [email protected].

10. How do I get access to the NHS Covid-19 Test and Trace app?

You can download the NHS Covid-19 Test and Trace app via your app store. Visit www.covid19.nhs.uk or search 'NHS Covid-19 Test and Trace app' today. For additional guidance, the NHS has issued instructions for downloading the app on iOS and Android devices here.

11. Do I need to scan an NHS QR code poster using the NHS Covid-19 Test and Trace app to travel onboard your coaches?

No. You do not need to scan an NHS QR code poster to travel onboard our coaches. 

Keeping our coaches clean and safe

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How we keep our buses clean and measures you can take

1. Are you carrying out additional cleaning on your services?

In line with the rest of the industry, we already operate a cleaning regime whereby our coaches are cleaned every day. In response to Coronavirus, we have enhanced our cleaning regimes such that all touch-point surfaces, both on our coaches and in our facilities, are thoroughly cleaned with a suitable disinfectant every day.

2. Will you be providing hand sanitisers on your coaches?

Hand sanitiser will be available for use as you board our coaches. Please use your own if you are able to. In addition, we are carrying out additional cleaning of the main customer touch-points on our coaches and reminding customers and drivers of the importance of hygiene good practice.

3. Are there any extra measures I should take?

The NHS and UK government has issued some general advice on additional measures you can take to help stop Coronavirus from spreading:

  • Face coverings must be worn onboard and when inside a transport hub, which includes coach stations, interchanges or travel shops
  • Some people will be exempt from wearing a face covering - see a full list in the 'face coverings and social distancing' FAQ section
  • Anyone who refuses to wear a face covering and is not exempt could face a fine by the police of up to £200
  • If possible, have hand sanitiser with you whilst travelling
  • Do not travel if you are unwell or are showing symptoms of Coronavirus
  • Sneeze and/or cough into a tissue or your sleeve (not your hands)
  • Put used tissues in the bin straight away and wash your hands afterwards
  • Wash your hands with soap and water for at least 20 seconds before and after travelling
  • Use hand sanitiser if soap and water are not available
  • Avoid using cash if you can and pay by contactless 

4. What measures do you have in place if the virus continues to spread?

We have in place a dedicated team which is closely monitoring and managing the current situation. Our priority is to protect the safety of our customers and our own employees. Coronavirus continues to challenge and disrupt life globally, with governments the world over implementing significant measures to reduce the spread of the virus and the harm it causes.

From the beginning, Green Line and Arriva UK Bus has followed the overarching principle that our priority is to protect customers and colleagues by following UK government advice which is informed by expert organisations such as the World Health Organisation (WHO) and Public Health England (PHE), and approved by the UK’s Chief Medical Officer, Chris Whitty.

We continue to follow and monitor this advice closely, and will continue to adapt our approach in line with this advice, making changes when, and only when, this advice evolves or changes.

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