Customers with disabilities
Helping to make bus travel easier
Arriva’s policy towards customers with disabilities
We place great emphasis on the health and safety of customers and staff.
Guidance is provided to all our employees about the best way in which they can meet the specific needs of each customer according to their particular type of disability.
Arriva will actively keep this policy under review in conjunction with all legislation and any related guidance.
We also invite customers with disabilities to put forward any comments and suggestions for improving our policy and the service we provide to them. You can do so by using our contact form here.
Find out about how we aim to help customers with disabilities to travel safely and with confidence on Arriva buses by viewing our policy document.
We offer Journey Assistance Cards to make it easier for customers with disabilities to travel, particularly those with hidden disabilities such as learning difficulties, mental health, mobility, speech, visual or hearing impairments. Our Journey Assistance cards discreetly indicate to drivers that you may need additional support, help or a little more time. Just show the card to the driver as well as your travel ticket when boarding the bus.
Download our Journey Assistance cards here.
We also have a set of cards that you can use to show our drivers that you are exempt from wearing a face covering. Please note: it is not mandatory to have one of our exemption cards on you when travelling with us. For more information about traveling with us during COVID-19 please visit our FAQ webpage.
Download our face covering exemption cards here.
The Sunflower Lanyard
Hidden disabilities don't have physical signs and include learning difficulties, mental health as well as mobility, speech, visual or hearing impairments. They can also include asthma, COPD, and other lung conditions as well as chronic illnesses such as renal failure, diabetes, and sleep disorders when those diseases significantly impact day-to-day life.
Sunflower lanyards are recognised onboard our buses, to help all customers feel safe and comfortable when travelling with us. Wearing one will discreetly inform our drivers that a customer may need additional support. Drivers will be happy to offer this extra support, such as allowing extra time for a customer to reach their seat.
We accept certain types of mobility scooters if they pass a simple approval process.
It's Everyone's Journey
Arriva is proud to support ‘It’s Everyone’s Journey’, a campaign developed by the Department for Transport in partnership with disability groups, which aims to make public transport more accessible for disabled people. Find out more about the campaign here.
People with certain disabilities may be eligible for free bus travel
As part of national concessionary schemes, local authorities offer free bus travel to people with certain disabilities, please check with your local authority using the links below to see if you qualify
Contact your local council in England
Find the link to your local council's website below:
Nexus (Tyne and Wear)