ArrivaClick Ebbsfleet to be withdrawn
31 December 2024
ArrivaClick in Ebbsfleet was set up as an additional public transport choice in the area. It has attracted passengers, but sadly, not at the level needed to ensure it can be cost-effective for us as a business.
Unfortunately, we had to take the very difficult decision to close the service on December 31, 2024.
Our aim is and always has been to make public transport the best environmentally sustainable option for everyone and we do have an extensive bus network in Kent, so our customers can still rely on our buses to get around.
For more information and details on how to request a refund, please see below
When is Arriva Click service closing?
Arriva Click will be closing as of 31 December 2024. After this date, we will no longer offer ride services.
How can I request a refund?
Before 31 December 2024: Please contact the Arriva Click team directly at 0345 501 0000 to process your refund.
After 31 December 2024: Our service has closed, and we are currently reviewing all customer accounts with remaining credit balances. Refunds will be processed for any unspent purchased credit to the card originally used to buy the credit.
Can I get my refund transferred to a different card or account?
We are unable to transfer refunds to any other card or account. Refunds can only be made to the card last used on the account, as per our system configuration.
What if I have a mix of 'purchased credit' and 'promotional credit'?
If your account shows a balance of both purchased credit and promotional credit, we will ensure the full balance of the purchased credit is refunded back to the original payment method. Promotional credit, however, is non-refundable.
What if my account only shows 'promotional credit'?
If your account only had a balance of promotional credit, no refund will be issued, as this credit was not purchased by you. Your account has now been closed.
What is the refund timeline?
We are currently processing refunds. Due to the volume, we aim to complete all refunds no later than 31/01/2025. Thank you for your patience as we work through this process.
What should I do if I haven't received my refund after the refund process is completed?
- If you were eligible for a refund, we will have confirmed this to you via email. The email provided a breakdown of your account balance, distinguishing between any purchased credit and promotional credit. If you have not seen this refund, please contact your bank directly to check the payment.
- If your account had no remaining credit or only promotional credit, no refund was due, and your account has been closed.
Can I get a refund for promotional credit?
No, promotional credit is not eligible for a refund. Promotional codes and their associated credit are subject to their expiration dates and cannot be refunded.
What happens if I have no credit left on my account?
If your account balance was £0 at the date of closure, no refund is due, and your account has now been closed.
Where can I find more details on Arriva Click credits and promotional codes?
For more information, refer to our terms and conditions regarding Arriva Credits and Promotional Codes under section 8.10, which explains that Arriva Credit is non-refundable and only redeemable within the app.