Privacy Policy

Who we are

Our website address is:

What personal data we collect and why we collect it


When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.

An anonymized string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: After approval of your comment, your profile picture is visible to the public in the context of your comment.


If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

Contact forms


If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

Embedded content from other websites

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.


Who we share your data with

How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically instead of holding them in a moderation queue.

For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

What rights you have over your data

If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Where we send your data

Visitor comments may be checked through an automated spam detection service.

Arriva Bus Privacy Policy

Last updated: 23 May 2018

The Arriva UK Bus (”We”) are committed to protecting and respecting your privacy.

This policy  sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting, or providing your information in the circumstances described below, you are accepting and consenting to the practices described in this policy.

For the purpose of the General Data Protection Regulation (the “Act”), the data controller is Arriva UK Bus Ltd of 1 Admiral Way, Doxford International Business Park, Sunderland SR3 3XP

  1. What personal data do we collect?

    Information provided by you.
    You may give us information about you by filling in forms on our site or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our sites, download our apps, subscribe to our services, purchase tickets, register to receive email updates, register with us to use our on-bus Wi-Fi service, enter a competition, promotion or survey and when you report a problem with our sites or make a complaint. The information you give us may include your name, address, e-mail address and phone number, financial and credit card information, personal description and photograph, geographical location, IP or MAC address or details regarding your use of your mobile device or PC (specifically when you register to use our on-bus Wi-Fi service).

    Information we collect about you.
    With regard to each of your visits to our sites or register to use our on-bus Wi-Fi services we may automatically collect the following information:

    • technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;

    • information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our sites (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

    Information we receive from other sources.
    We may receive information about you if you use any of the other websites we operate or the other services we provide. We are also working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.

    Sensitive personal data.
    We will not intentionally or systematically seek to collect, store or otherwise use information about you classed as ‘special categories of data’ or ‘sensitive data’ (for example, information relating to any trade union membership, ethnic origin or health).

  2. Cookies

    Please see above for details on cookies.


  3. How do we use your personal data and what is the legal basis for such processing?

    The collection of the personal data described above is usually mandatory and, if such personal data is not provided, we will not be able to provide the information, products and services to you. Where the collection of any personal data is not mandatory, we will inform you of this prior to collection, as well as the consequences of failing to provide the relevant personal data.

    Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.

    However, we will normally process your personal information only:

    • where we have your consent to do so;

    • where the processing is necessary to perform our contract with you; or

    • where the processing is in our legitimate interests or those of a third party and such interests are not overridden by your data protection interests or fundamental rights and freedoms; and

    • where we have a legal obligation to process your personal information.

    Information provided by you. We use your personal information as follows:

    Channel Purpose of processing Legal basis for processing
    Email marketing Opting in to receive email marketing communications Consent
    Prize draw/giveaways/competition forms In order to fulfil prizes gifts to prize draw/giveaways/competition winners etc Consent
    MyArriva Account To enable you to track your services and e-commerce tickets Consent
    e-commerce bus tickets Account creation to make purchasing a bus ticket via the website easier and to facilitate postal fulfilment Consent
    Image usage In order to gain consent for image use.
    Any images of children should obtain parental/guardian consent.
    m-ticket Account creation to register for and use the mobile ticketing application Consent

    Information we collect about you. We use your personal information as follows:

    Channel Purpose of processing Legal basis for processing
    MyArriva Account Consent
    Wi-Fi Legal
    Google Analytics To anonymously analyse the effectiveness of our digital communications and website traffic To support our goal of providing enhanced communications.
    Journey Planning app Anonymously analyse popular trip plan requests and use of app features To support our goal of providing a punctual, desirable and efficient, operational bus service, and improving the app.
    Surveys Anonymously gather insights that you agree to provide Informed Consent to participate in any research will be sought prior to starting any study. All insight will be conducted under Market Research Society’s Code of Conduct.
    On-bus ticket machine Anonymously analyse customer journey patterns To support our goal of providing a punctual, desirable and efficient, operational bus service.
    SessionCam Our website uses SessionCam for analysis. SessionCam is a product that has been developed by SessionCam Ltd. SessionCam may record mouse clicks, mouse movements, page scrolling and any text keyed into website forms. We do not collect any personnel data. Recorded sessions is for Arriva UK Bus internal use only. The information collected is used to improve our website usability and is stored and used for aggregated and statistical reporting. You can choose to opt-out of SessionCam. Please click on the following link:

    These details are also in our Cookie Policy:

    Information we receive from other sources.

    We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the “Questions about this Privacy Notice” heading below.

  4. Sharing Your Information

    We may disclose your personal data to the following categories of recipient for the purposes described in this Privacy Notice:

    • Cogent Elliot, Creative agency: Prize fulfilment, image usage

    • The NDL Group: Prize fulfilment

    • Smoking Gun PR, PR Agency: Prize fulfilment, image usage

    We may share your information with selected third parties including:

    Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.Companies within the Arriva group for the performance of any contract we enter into with them or you.

    Analytics and search engine providers that assist us in the improvement and optimisation of our sites.

    We may disclose your personal information to third parties:

    In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.

    If Arriva UK Bus Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.

    We may also disclose your personal data to any competent law enforcement body, regulator, government agency or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation; (ii) to exercise, establish or defend or legal rights; or (iii) to protect your vital interests or those of any other person;

  5. Data Retention

    We will not retain your personal data for longer than is necessary to fulfil the purposes for which we collected that personal information, unless the law permits or requires that we retain it for longer.

    The table below explains in more detail how long Arriva UK Bus Limited will store different types of customer information for:

    Passenger Information For a period of 6 years following the end of the year in which the passenger last purchased the Customer’s services
    Passenger details (e.g., name, address of customer etc)

    (i) Prospective passengers

    (ii) Current passengers

    (iii) Lapsed passengers

    (i) 13 months

    (ii) For the duration of the passenger’s registration with the Customer and then for the period specified for lapsed passengers

    (iii) For a period of 6 years following the end of the year in which the passenger last purchased the Customer’s services

    Passenger data For the duration of the passenger’s registration with the Customer and then for a period of 6 years following the end of the year in which the passenger last purchased the Customer’s services
    Passenger consents to Customer terms and conditions For the duration of the processing of the Personal Data and up to 6 years thereafter
    Passenger service enquiries 3 years
    Statistical reports/marketing data  Six (6) years
    Register of complaints Review after 2 years
    Correspondence and papers including emails Review after 6 years (or 10 years if the documents relate to a complaint or investigation)
    Competition/prize draw/ giveaway winners Winner name only will be stored indefinitely for auditing purposes.
    90 days after receiving winner information any correspondence and additional data e.g. address, telephone number, will be destroyed.
    Photography consent Indefinitely or until image destruction
  6. Information Security

    We apply appropriate administrative, technical and organisational security measures to protect your personal data that is under our control from unauthorised access, collection, use, disclosure, copying, modification or disposal. All information you provide to us is stored on secure servers. We are part of the Arriva plc Group, which trains its employees regarding our data privacy policies and procedures and permit authorised employees to access personal data on a need to know basis, as required for their role. We also take steps to ensure that any service provider that we engage to process personal data on our behalf takes appropriate technical and organisational measures to safeguard such personal data.

  7. Transferring Information Internationally

    Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of your country.

    This means that, when we collect your personal information, it may be processed in these countries. However, we have taken appropriate safeguards to require that your personal data will remain protected in accordance with this Privacy Notice.

  8. Updates to this Privacy Notice

    We may update this Privacy Notice from time to time in response to changing legal, technical or business developments. When we update our Privacy Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material Privacy Notice changes if and where this is required by applicable data protection laws.

    You can see when this Privacy Notice was last updated by checking the “last updated” date displayed at the top of this Privacy Notice.

  9. Your Data Protection Rights

    You have the following data protection rights:

    If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting us at any time at

    or by post to the following address:

    Arriva Customer Services
    LU4 8BR

    In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by contacting us at

    or by post to the following address:

    Arriva Customer Services
    LU4 8BR

    • If we have collected and processed your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.

    • We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.

  10. Questions about this Privacy Notice

    If you have any question, concerns or complaints about this Privacy notice or our handling of your personal data, you can contact us through our customer service centre using the following online line;

    or by post to the following address:

    Arriva Customer Services
    LU4 8BR

    If you are unsatisfied with the response, you can contact Arriva plc’s Data Protection Officer at

    You have the right to complain to a data protection authority about our collection and use of your personal information. If you are based in the European Economic Area, please contact your local data protection authority. (Contact details for data protection authorities in the European Economic Area, Switzerland and certain non-European countries are available on the EU Commission’s website via the following link:

    The controller of your personal data is Arriva UK Bus Limited of 1 Admiral Way, Doxford International Business Park, Sunderland SR3 3XP.