Coronavirus

Talk to our Customer Service or Press teams

1. How do I contact Customer Service about timetables and travelling on your services?

Our Customer Service team are on hand to assist you regarding your travel. You can call us on 0344 800 44 11 - 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.

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

For press enquiries, please go to our contact us page or email us on [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 Service team on 0344 800 44 11.

1. What can I do to stay safe onboard? 

We encourage you to:

• Wear a face covering in busy spaces
• Regularly wash or sanitise your hands
• Keep windows open for ventilation
• Pay by contactless or use the app. However, if you are paying by cash, wherever possible, please pay the exact fare 

2. Is there still support for me to show other people that I am exempt from wearing a face covering when travelling on busy bus services?

Yes, we have a range of Journey Assistance cards that are available for anyone that needs support when travelling. We have added two 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!”

3. Are you be providing hand sanitisers on your buses?

We are carrying out additional cleaning of the main customer touch-points on our buses and reminding customers and drivers of the importance of hygiene good practice. We are not currently looking to roll out hand sanitisers on our services.

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

We offer our customers a full range of non-cash payment methods including contactless, buying tickets online, our Arriva Bus UK app and smart cards. Choosing one of these options will allow you to board the bus with a simple tap or ticket scan, limiting physical contact for both yourself and our drivers.

Contactless payment is accepted for all transactions under £45 on our buses. All you need is a contactless-enabled card or mobile device with Apple Pay or Google Pay installed and ready to use. Our Arriva Bus UK app allows you to purchase and activate your m-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
• Find out how to pay using a smart card here

5. I need help understanding the new timetables, how can I find out more?

We have put together a guide on how to read our timetables here. If you need further help, please give us a call on 0344 800 44 11.

6. What measures do you have in place if the government guidance changes?

From the beginning, 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.