ArrivaClick on-demand bus
ArrivaClick (accessible and DDA compliant) provides a flexible bus service that, unlike others does not follow a fixed route at fixed times – but responds to demand from the passengers and the routes they want to take.
There are no bus stops – people are picked up and dropped off at ‘virtual bus stops’ at a point either close to their home or their destination.
From 9 July, the service will operate with three minibuses operating at a capacity of maximum six people at any one time.
Service users will be asked to comply with the latest government guidance, such as the wearing of face coverings. A full cleaning regime will be in place and the driver will follow government guidelines at all times. Over the following months, the service will scale up until the full operation is in place.
The buses will operate across the borough and to Warner Brother Studios and Croxley Park (just outside the borough boundary). Each bus will have comfortable seating, tables, free Wi-Fi, USB chargers and air conditioning ensuring a clean, comfortable and safe method of public transport.
The scheme will operate via a free, easy to use smartphone app and the operator will also provide an online (web-based) and telephone service for those without access to a smartphone.
Journey prices range from £1 to £2.50 per mile depending on the time of day and further discounts are available to regular users via weekly passes and credit bundles.
- Monday to Thursday 6am to 10pm
- Friday and Saturday 6am to 11pm
- Sunday 8am to 9pm
ArrivaClick’s customer service team is available during operating hours on email at firstname.lastname@example.org or SMS / phone on 0345 501 0000.
1. What are the new rules around face coverings?
From Monday 15th June 2020, all passengers on buses in England must wear a face covering when on board.
- 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 bus and wash your hands or use hand sanitiser before putting it on
- Please wear your face covering throughout the duration of your journey, including when disembarking the bus
- If you need a drink or to take medication while travelling please do so quickly and be mindful of others
- To keep everyone safe please store a used face covering in a plastic bag and take it home
2. 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
3. Are children exempt from wearing a face covering?
Young children under the age of 11 are exempt.
4. Why aren't all your drivers wearing face coverings?
As our drivers sit behind screens that separate them from customers, they do not need to wear a face covering whilst they are in their cab.
5. Is there support for me to show other people that I am exempt?
Yes, Arriva UK Bus have a range of Journey Assistance cards that are available for anyone that needs support when travelling which can also be used on our ArrivaClick service.
Cards can be downloaded here.
6. If I am a wheelchair user, will I still be able to get on the bus 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 within 2 metres of the driver are currently taped off, wheelchair spaces will always remain available to book via the app.
Rest assured, when you require support with boarding our buses, our drivers are following the below steps to ensure social distancing and your safety are maintained whilst they are providing you with assistance:
- The driver will wear a face covering and sanitise their hands before leaving their cab
- The driver will politely ask you to maintain a 2 metre distance whilst they put the ramp in place
- The driver will limit the time they are within 2 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.
7. Will 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.
8. What are you doing to help with social distancing?
We are supporting the latest government guidance around social distancing measures to help keep you, our drivers and our buses safe. We have key measures in place to support onboard social distancing which are highlighted in the poster and bullet points below, and we ask our customers to please follow this guidance when travelling with us. Click to see enlarged version here.
- Face coverings must be worn onboard
- Some people will be exempt from wearing a face covering - see below for a full list
- Carry hand sanitiser with you if possible
- Please be patient and wait for passengers to get off the bus before you board
- Keep a 2 metre distance away from other people whilst waiting for your vehicle to arrive
We have also implemented social distancing measures to help protect our drivers and customers wherever possible. This includes:
- Taping off seats within 2 metres of the driver (however wheelchair spaces will always remain available)
- Ensuring all services are operated by buses with screens
9. 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.
COVID-19 (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, Arriva UK Bus, in which ArrivaClick is a part of, 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.
10. Are all bus services continuing to run as normal?
No. We have reduced the number of vehicles that we will be operating as well as limiting vehicle capacity to 4 passengers on board, and we will be updating this on an ongoing basis.
11. How are you responding to the ease in lockdown measures and more people starting to travel?
As shops begin to reopen and more and more of us return to work, we are continuously monitoring demand for our services.
12. 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 buses are cleaned regularly. In response to COVID-19 we are enhancing our cleaning regimes such that all touch-point surfaces, both on our buses and in our facilities will be thoroughly cleaned with a suitable disinfectant every day.