Are there time restrictions on when Student Saver tickets can be used?
No. The only restrictions are a handful of services on which they aren’t valid and these are listed on our Student Saver pages.
Can a bus pass be used at any time of day?
It depends what sort of pass it is and who issued it. The conditions are often printed on the back. If not please contact either the people who issued it or call customer services on 0844 800 44 11 between 8am and 6pm Monday to Friday.
Can a person of 16 who is still at secondary school buy a Student Saver ticket?
This varies depending on where you are in the UK. Please see our Student Saver pages for local details or call customer services on 0844 800 44 11 between 8am and 6pm Monday to Friday.
Can I buy a 4-Weekly Saver ticket online for a friend, or will it have my name on it?
When buying a 4-Weekly Saver ticket online the details taken are for the person who is paying it. So yes, you can purchase it for a friend but it will need to be delivered to the billing address of the cardholder who paid for it.
Can I collect and spend Ice points when I purchase tickets on the bus or at the bus station?
No, at the moment you can only collect or spend Ice points when you purchase your ticket online.
Can I hail a bus between stops?
Generally speaking, no. However, in some sections of route where there are no marked stops – in a really rural area for example – you can hail the bus if it is a safe place for it to stop.
Can I take a pram on the bus?
Our easy access buses can accommodate (on a first come, first served basis) up to 2 prams, pushchairs or buggies. However, if the bus is busy, you may be asked to fold it up or not be allowed to bring it aboard.
Can I take my bike on the bus?
Generally we aren’t able to accept bikes on the bus. However, if your bike folds up so that it will fit within the luggage pen on the bus, and you are able to lift it in and out on your own, it can be brought on board at the driver’s discretion.
Can I take my dog on the bus?
Dogs are permitted on buses at the absolute discretion of the driver. Guide Dogs and Assistance Dogs are permitted at all times. There is no charge for dogs.
Can I use my concessionary travel pass, issued in England, in Scotland or Wales?
As a general rule the answer is ‘no’. However some local authorities in border areas have local arrangements that do offer an additional cross-border concession. Please contact your local council for details. You can get their contact details here.
Can I use my Day Saver or Weekly Saver ticket on more than one bus route?
Our Saver tickets let you travel on as many routes as you want, as many times as you want, within the Zone it covers for the period of time specified. So, for example, if you buy a Day Saver Aylesbury Zone ticket, you can travel on any Arriva service within the boundaries of the Aylesbury Zone as many times as you want during the day. If you do need to use more than one route or make several journeys, a Saver ticket really can save you money. See our multi-journey tickets page for more details.
Can I use my Day Saver ticket as many times as I want during the day?
Yes. You can make as many journeys as you want during the day – just hop on and hop off all day long! The only limits are that there are just a handful of services where Day Savers aren't valid. For more details see the multi-journey ticket pages or call customer services on 0844 800 44 11 between 8am and 6pm Monday to Friday.
Do buses run on bank holidays?
Bank holiday timetables vary by service or area. Often Sunday timetables apply on bank holidays. Special arrangements usually apply at Christmas and Easter and details are available from the website or by calling customer services on 0844 800 44 11 between 8am and 6pm Monday to Friday.
Do Ice points expire?
Ice is committed to using every Ice point issued for the benefit of the environment, so unlike some other loyalty programmes Ice points do not expire. However if they are not used within three years of the date of issue, Ice will contact the customer and advise them that their Ice points are about to be retired. The customer can then decide to use their Ice or allow Ice to retire them against environmental projects and initiatives.
Do you have reduced fares for children?
Yes. The level of discount sometimes varies according to the time of day or where you are in the UK. Some form of proof of age may be necessary. Please call customer services on 0844 800 44 11 between 8am and 6pm Monday to Friday for more details.
Do you have to have the correct change on the bus, and can you use notes?
Our drivers do not carry floats for safety reasons, so we do ask customers to try to tender the correct fare whenever possible. Drivers are unable to accept £50 notes at any time and may not have change for other notes at certain times during the day. 4-Weekly Saver tickets can be purchased online. Weekly and 4-Weekly Saver tickets can be purchased at PayPoint outlets, and also at Payzone outlets in the Midlands and Shire and Essex regions. If you want to check a fare before travelling please contact our customer services team by email or by calling 0844 800 44 11.
Do you have tours of your old buses for bus lovers?
No. However, you could get in touch with one of the many enthusiast groups around the country as they sometimes have bus rally events where preserved buses are displayed. There are some contact details on our enthusiasts page.
Do you provide compensation if a bus fails to turn up and I have to use alternative transportation?
Our customer promise states that if a bus is up to 1 minute early or 5 minutes late your and the situation is within our control a future journey will be on us. Traffic, accidents, severe bad weather or roadworks can all cause serious delays and we do what we can to minimise the disruption to customers. If you have had a problem please contact our customer services team who will be happy to investigate any problems you may have experienced.
Do you sell 3-Monthly and 6-Monthly Saver tickets?
No, not at the moment. But it is something we might consider in the future.
During the severe weather conditions my bus hasn't always been able to operate. Can I have a refund or an extension if I haven't been able to use my Day, Weekly or 4-Weekly Saver as much as I had planned?
Sorry no, we regret we are not able to give refunds or extend the expiry date of Day, Weekly or 4-Weekly Saver tickets under these circumstances.
Having problems buying your ticket online?
What tickets can I buy online?
You’re now able to purchase our full range of adult 4 weekly saver tickets, our best value tickets, and in some areas, you can also purchase weekly savers.
Are student/child/concession tickets available?
For the moment, it is mainly our adult range of 4 weekly savers that are available, although child versions are available in some areas. Our existing range of student savers is still available, please click on the student icon for further details.
How much will my ticket cost?
The price depends on the area selected, but all 4 weekly and weekly savers will be cheaper than those purchased on the bus, and currently you can take advantage of an initial promotion offering 4 weekly savers for the price of 3, that’s a 25% off the normal price if bought on the bus. This promotion will continue until 28th February 2009.
How long will it take for me to receive my ticket?
It will take approximately 5 days to process your order and issue a ticket out to you in the post. We will send all tickets via Royal Mail standard 1st Class post. You will not be able to buy a ticket that starts within 5 days of the current date.
What information do I need to provide?
You will need to provide the following information in full:
- Name
- Address
- Postcode
- Email address
- Contact phone number
- Credit/debit card details
Do I need a ‘promotion code’?
You do not require a promotion code to buy a ticket. This box can be left blank and just click on the options below the Arriva blue line.
Do I need to sign in to buy a ticket?
You do not need to sign in to buy a ticket, just follow the normal steps to purchase a ticket. However, if you are a regular purchaser, like other web purchases, you can save time by not having to re-enter saved data in future.
How can I pay for my ticket?
Payment can be made by using most credit/debit cards. Visa and Mastercard have added extra steps to provide more comprehensive security for buying online. Currently Electron cards cannot be used to purchase tickets.
Will the information I provide be safe?
Yes. Arriva has stringent policies in relation to the security of its website. Data is held within a controlled environment and protected against attack. All Data held is fully compliant with the Data Protection Act 1998.
Do I need to add a photograph?
No photo ID is required for our weekly and 4 weekly saver tickets. This means that once a ticket has been bought anyone can use it – pass the ticket round the family and share the savings!
What will my ticket look like?
You will be issued with a ticket the size of a credit card. This means that it can fit in any wallet or purse to keep it safe and secure. On the front of the ticket it will state the ticket type you have purchased and the area in which the ticket can be used. The start and end date of the ticket will also be printed on the front.
My ticket has not come, what can I do?
Tickets that have not arrived should be reported to our Customer Services team by calling 0844 800 4411. They will then be able to contact our ticket fulfilment agency who will provide details of the despatch of your ticket.
My ticket has been despatched, but has still not arrived?
Arriva is not, and cannot be held responsible for delays by the Royal Mail. However, at the discretion of the Customer Services Manager, it may be considered reasonable to advise the customer to purchase a day saver ticket, and Arriva will refund the value of the day ticket back on to the customer’s credit/debit card, which will give them an additional day for Royal Mail to deliver. We will also refund day saver tickets if the tickets have been delayed in despatch.
I have lost my ticket, what should I do?
Lost tickets cannot be refunded.
Can I cancel my ticket?
Tickets may be cancelled at the discretion of the Customer Services Manager. You can normally get a refund, less an administration charge of £10, on the proportion left on your ticket. You will need to arrange for the unwanted ticket to be sent to your nearest Customer Service Team by calling 0844 800 4411.
Can I change my ticket once I have purchased it?
Tickets may be changed. You will need to arrange for the ticket to be cancelled at the discretion of the Customer Services Manager. You can normally get a refund, less an administration charge of £10, on the proportion left on your ticket. You will need to arrange for the unwanted ticket to be sent to your nearest Customer Service Team by calling 0844 800 4411.
Why has my ticket not been accepted by the bus driver?
Worn or defected tickets where validity details are damaged may be rejected. Please look after your ticket once it has been received.
I have a question which isn’t answered above?
Please send a question via our FAQ page and we will respond to your email.
How can I work out when I can apply for concessionary travel in England?
Follow this link to the Direct Gov pension age calculator. When working out the date of eligibility for concessionary travel you should select the female gender in all cases, regardless of gender. Please note that if you are male this date relates only to eligibility for concessionary travel (in England), and not pension entitlement.
How do I collect Ice points with Arriva?
You can collect Ice points with Arriva at myice.com. Simply register to join Ice or login and select Arriva from the Travel & Transport section of ‘Shop with Ice’. Follow the on-screen instructions and purchase your ticket with Arriva via myice.com
How do I find out what my total Ice is worth?
Every Ice point is worth a minimum of 1p however the first Ice points spent will be doubled so check each partner for the amount of double Ice.
How do I get an advert put up on Arriva buses in my area?
Just get in touch with CBS Outdoor who manage the advertising space on the inside and outside of Arriva buses. They will help you plan a campaign that achieves your objectives.
How do I make a complaint?
If our service doesn't live up to your expectations we want you to tell us about it, so that we can try to put things right. We've made it as easy as possible for you to get in touch - just visit the Contact Us page and you can fill in the form online and email us, or you can call us on the phone or you can write to us. If we can't give you an answer straight away we may need to launch an investigation and get back to you later. Sometimes this can take some time, particularly if we need to talk to a driver, but we promise we will try to get back to you within 14 working days.
How do I prove my age to the bus driver if he thinks I’m too old to qualify for child fares?
In many areas there are ‘proof of age’ card schemes, either run by the council or Arriva. Please call customer services on 0844 800 44 11 between 8am and 6pm Monday to Friday for details for your area.
How do I spend Ice points with Arriva?
You can spend your Ice points online with Arriva at myice.com when you purchase a 4-Weekly, Annual or Student Saver ticket.
How do I view my Ice account balance?
You can view your Ice balance at myice.com by, logging in to your MyIce Account.
How does Ice work?
You need to join Ice so we can track your purchases and add your Ice points to your MyIce Account. All the purchases you make, whether collecting or spending Ice points, will be displayed in your online MyIce Account. Where the partner offers a returns period, the Ice points may be recorded as pending until this period has expired. Then, provided the goods have not been returned, the Ice points will be available to spend.
How many Ice points do I collect when I purchase an Arriva ticket?
You will collect 3 Ice points for every £2 you spend with Arriva.
How much are Ice points worth?
Ice points are worth a minimum of 1p, however when spending Ice points to give you even better value, we double the first Ice points you spend to 2p each.
How much are my Ice points worth when I decide to spend them with Arriva?
The first 80 Ice points you spend with Arriva will be doubled to 2p, all other points will be worth 1p.
How old do children have to be to start paying on the bus, and how old before they have to pay full fare?
Children travel free until their fifth birthday. After that they pay child fares, but the level of discount varies depending where you are in the UK. The age from which full fares apply also varies according to where you are. For your local area details please call customer services on 0844 800 44 11 between 8am and 6pm Monday to Friday.
How old must I be to learn to drive a bus?
You can hold a Passenger-Carrying Vehicle (PCV) licence to drive a bus at the age of 18, but are restricted to driving on regular local services where the route does not exceed 50km in length. These restrictions go once you are 21. At Arriva we tend to select people to train as bus drivers who are 21 or older, and who have held a car driver's licence for at least 12 months. In London, where the driving environment is more challenging, we ask for 2 years experience.
How will the change in age eligibility affect current pass holders in England?
These changes will not affect anyone already in possession of a concessionary pass in England, only those due to turn 60 on or after 6 April 2010.
How will the change in age eligibility announced by the Government affect the date on which I qualify for a travel concession in England?
The age of eligibility for concessionary travel in England will change in line with those changes being made to equalise eligibility for state pension benefits from April 2010. As the pensionable age for women increases from 60 to 65 over the next 10 year period so too withe age of eligibility for concessionary travel for both men and women. Anyone born after 5 April 1955 and living in England will not be eligible for concessionary travel until they reach the age of 65.
I booked the wrong zone by mistake when I bought my ticket online. Will I get a refund?
The ticket needs to be returned to customer services before a refund can be processed. An administration fee will be applied.
I think I’ve left something on the bus. How do I check and how do I get it back?
Please call customer services on 0844 800 44 11 between 9am and 6pm Monday to Friday, and we will check for you. If we have your lost item we will tell you where you need to go to collect it. This is likely to be the depot where the bus you were on is based. See our Lost Property page for more details.
I want to complain about something. How do I go about it?
If our service doesn't live up to your expectations we want you to tell us about it, so that we can try to put things right. We've made it as easy as possible for you to get in touch - just visit the Contact Us page and you can fill in the form online and email us, or you can call us on the phone or you can write to us. If we can't give you an answer straight away we may need to launch an investigation and get back to you later. Sometimes this can take some time, particularly if we need to talk to a driver, but we promise we will try to get back to you within 14 working days.
I want to go further afield than my local Arriva bus services. Does Arriva run long-distance coach services?
Generally Arriva runs local bus services, and services linking nearby towns. For long distance journeys Arriva runs rail services through its CrossCountry and Arriva Trains Wales companies, and National Express runs a network of coach services.
I’m disabled. How do I find out if the bus will be accessible to me?
Please call customer services on 0844 800 44 11 on the day of travel (we’re open between 8am and 6pm Monday to Friday) and we will check if an easy access bus will be running on the journey you’re intending to catch.
I’m interested in hiring a bus or coach? Can you help?
No, we don’t generally offer buses or coaches for hire. However, in London our fleet of heritage Routemaster buses is available for hire. Call on 020 8271 3411 or visit www.theheritagefleet.com
I’ve just bought my ticket online. How long will it take to arrive?
You should allow 7 working days for your ticket to be delivered by the Royal Mail.
I’ve lost my bus pass. What should I do?
It depends who issued the pass. If it is a concessionary travel pass you should contact the issuer – usually your local council. For more details see our information pages here. If it is a school bus pass not issued by Arriva, we suggest you start by contacting the school. If it is a bus pass issued by Arriva (e.g. an Arriva 4-Weekly Saver) please call customer services on 0844 800 44 11 between 9am and 6pm Monday to Friday and we will check if it has been handed in. If it has, we will post it back to you. We are unable to able to reissue passes if they haven’t been found.
If I wanted to become a bus driver, what do I need to do about training?
As long as you have had a clean car driver licence for 12 months we will provide you with all the training you need. You can get more details from our Careers at Arriva page.
I'm looking for a new job. How can I find out if Arriva has any vacancies?
We have opportunities for the right people in various roles – drivers, engineers, clerical and management – as well as a graduate training scheme. Simply look at our Find a Job page. If there’s nothing suitable at the moment you can give us your details so that we can get back to you if something suitable comes up.
Is there a limit to how many people can register with Ice?
No, anyone over 18 and a UK resident can register with Ice.
My elderly parents are retired and have just given up their car. How can I stop them becoming housebound?
That’s easy. People over 60 can travel free on buses through England, Scotland and Wales. Even if they still had a car it makes sense to use the bus. Get more information from our pages of help for the over-60s - the only limit will be their imagination!
My teenager is off to university in a different area soon. Budgeting will be one of many new challenges! How can I make sure travel to and from lectures is taken care of?
Our student tickets are available online and can be bought upfront a term at a time or for the whole academic year. Why not buy them a student ticket before they leave – it will be one less thing to worry about for them and for you! Find out how to buy Student Savers online.
The 4-Weekly Saver ticket I've bought online still hasn't arrived, so can I cancel it?
We would need to determine why the ticket hasn't arrived. If it is returned to us by Royal Mail we can cancel the ticket and a pply a small adminstration fee. Please contact our customer services team if you haven't received your ticket.
What happens if I have used my Ice points to get a discount or pay for my Arriva ticket?
Your refund will be handled by Arriva under their standard terms and conditions. Arriva will contact Ice regarding your purchase and an adjustment will be made to your MyIce Account based on your individual situation and reason for refund.
What happens if my Ice points don’t show in MyIce Account?
If you make a purchase and your Ice points do not show in your MyIce Account this could be because you did not purchase from Arriva via myice.com, in which case you are not eligible for Ice points on that purchase. However if you did go via myice.com please contact Ice Customer Services.
What happens to my Ice points if my Arriva ticket does not arrive or is lost in the post?
If your ticket does not arrive in the standard timescales, please contact Arriva Customer Services. Arriva will replace your ticket under their standard terms and conditions and this will not have any impact on your Ice points.
What happens to my Ice points if my Arriva ticket is refunded?
If your Arriva ticket is refunded within 10 days of purchase, Arriva will notify Ice and your Ice points will be deducted from your pending Ice account. If you require a part refund, your Ice credits are unaffected and Arriva will refund your ticket under the standard terms and conditions.
What happens to the remaining Ice after double Ice has been spent?
If you want to spend more than just your double Ice the remaining Ice points are worth 1p.
What is double Ice?
Double Ice means we double the value of the first Ice points every time you spend Ice giving you a more generous discount.
What is Ice?
Ice is a new loyalty programme rewarding you for making more sustainable choices. Ice has a network of retail partners offering great sustainable alternatives to everyday products and services. Unlike conventional loyalty programmes, you can collect and spend Ice points on the same partners and products, buying direct from the retailer via Ice to get the same prices and sales promotions. There are no catches, you can spend your Ice points as soon as they appear in your MyIce Account, you can combine with cash or card payment to get money off or get the purchase free.
When do my Ice points appear in MyIce Account when I’ve collected them with Arriva?
As long as you have joined Ice or logged in and made your purchase via myice.com your Ice points will show in your MyIce Account after ten days of making your purchase. You can view your pending Ice points in your MyIce Account immediately after you have made your purchase.
Who else is signed up to Ice?
Ice works with large, small and local businesses across all sectors. All Ice partners are selected for their environmental and sustainable credentials. Visit myice.com and select ‘Shop with Ice’ to see the full range.
Why won’t my Ice points show instantly?
Arriva have set a pending period of 10 days to allow you to receive your tickets through the post. Therefore your Ice points are held pending until this period has expired.