Frequently Asked Questions
Service Overview Question:
The advantages include reducing and avoiding road congestion, promoting a cleaner environment and offering a personalized transport to passengers to complement fixed schedule bus service.
Citylink is a digital service complimenting the public transport. Passengers can control their travel experiences using the app. The users must download the app, register an account and login. After that, the user can choose their desired destination and get updated travel information including estimated arrival time.The users can then manage their time in a more controlled fashion.
Everyone is eligible to use the service based on the existing legal rules, regulations and policies. Any person allowed to download the app, register and take a ride is allowed to ride on Citylink service.
No. The shuttle will show you the nearest pickup location from your location, within a walking distance. You can reach the stop and the shuttle will arrive and pick you up
Yes. Children under the age of 12 can use the service under the supervision of an adult using the app. They are not allowed to ride along on the service. In case a minor needs to travel alone, please call the customer care and know all about booking the ride.
You can buy multiple tickets from the app. The app will show you the number of available seats in the shuttle, so you can manage your requirements on seats required and book accordingly
Citylink Shuttle elevates your travel experience by offering a comfortable and affordable premium service. Our service allows you to avoid traffic and save time. You can book for immediate rides or schedule your trips for the future. Book your trip, and our app will show you the nearest stop, within walking distance from location. Track your ride in real time, board the shuttle and take your travel experience to the next level
App-related Questions:
CityLink Shuttle works on the concept of Demand Responsive Transport, and it is the first of its kind in KSA.
Our environmental commitments for future generations and reducing carbon footprint has enabled us to innovate demand predictions through real time throughout the app that passengers can use and plan their journeys regularly.
This complies with global best practices of environmental sustainability, carbon footprint reduction, green and clean planet amongst others
Search for CityLink Shuttle on the Appstore or the google play store, or visit the following links:
android: Click Here
ios: Click Here
When you open the app, allow location access. After that, enter your phone number, and confirm it with the OTP. Add your email address to send you all of our updates. Choose your password, tell us your name, and you are ready to go!
Once you have downloaded the app you can easily add any payment method to the app. This can be your credit, debit card, KNET etc.
Once you add a card, a small transaction amount will be deducted to validate the card. This amount will be refunded back to your card instantly. If you face any issues you can contact our customer care to resolve it.
Yes, you can either have an option of “ride now” or you can have an option of “schedule ride”.
Ride now works directly when you want to take a ride. You can set your destination and the origin point and the app will show you stops around you. You can book the ride, easily navigate to the stop, and board the bus. The
best part is that the bus driver even knows you for a real personalised experience.
Schedule ride works as a future ride booking concept. To ensure you manage your time well and can accurately plan your day, we will pre-book your seat so that you do not have to struggle to find a route/bus at a particular time of
your choosing.
In both the conditions, the journey can be tracked on the app with an estimated time of arrival for your destination.
You can book your trips via the app by choosing your destination, pickup location, and payment method. When you confirm your ride, you can accurately track the time needed for the shuttle to arrive at the agreed on location. Easily navigate to the stop, and when the shuttle arrives, board it, and track the time needed for your arrival. You can book rides for instant trips, or schedule rides for the future
If the app is crashing on your phone, please check if there is an updated app available on the playstore or appstore to download. If you have the latest and it is still crashing, please call our customer care and we will be able to support
you
To use the app, you need to be connected to Wi-Fi or to cellular data.
Yes! Our app gives you the feature of tracking the shuttle until it reaches your destination
Operations-related Question:
After booking your ride, the app will show you your nearest stop. You can navigate to that stop and track the shuttle location in real time. Once it has arrived, you can easily board it. The driver will only wait for you for 2 minutes. If you do not show up, the driver will cancel the ride to avoid inconvenience to other passengers.
Once the ride is cancelled, you will not be able to track the bus in the app. In this case, please rebook your ride and follow the same booking process again.
Yes, you can either have an option of “ride now” or you can have an option of “schedule ride”.
Ride now works directly when you want to take a ride. You can set your destination and the origin point and the app will show you stops around you. You can book the ride, easily navigate to the stop, and board the bus. The best part is that the bus driver even knows you for a real personalised experience.
Schedule ride works as a future ride booking concept. To ensure you manage your time well and can accurately plan your day, we will pre-book your seat so that you do not have to struggle to find a route/bus at a particular time of your choosing.
In both the conditions, the journey can be tracked on the app with an estimated time of arrival for your destination.
To use the app, you will need a smartphone. However, you can book your rides by calling us on customer care
Will need to check internally on this offline booking option.
The driver will wait for you for two minutes before leaving the stop. The time of arrival of the shuttle will be clearly and accurately shown on the app. Please make sure to be at the agreed on pickup location before the shuttle arrives. If the driver waits for two minutes and you are not there, he will leave and you will have to book another ride
No. For you to be able to board the shuttle, you will have to download the app from the app store or the play store, and book your ride through the app
Yes. You can book multiple seats through the app or by calling us on customer care. The app will show you the number of available seats and you can book accordingly
The app will accurately show you the time of arrival of your ride. The rider will arrive to the pickup location, and you will be able to track his location via the app. If you are not able to find driver, they will cancel the ride. In this case, follow the cancellation process as described in above question.
The duration of your wait will be clearly shown on the application. Our service accurately shows you the time of arrival of your ride
Through our service, we cover KSA in Riyadh city. We also have routes that allow you to travel from As Sulaimaniya to King Khalid International Airport and from King Khalid International Airport to As Sulaimaniya areas. The stops that we have include:
Riyadh City:
- As Sulaimaniya
- Al Wurud
- King Fahed
- Al Mursalat
- Al Nuzha
- Al Mughirzat
- Al Muruj
- Al Masiaf
- At Taawun
- Al Izdihar
- Ash Shuhada
- Qurtubah
- Ar Rawdah
- Al Quds
- Al Hamra
- Al Wizarat
- Az Zahra
- King Khalid International Airport
Support:
You can contact our customer support representative on +966534560178
In that case, please contact our customer support via call or WhatsApp on +966534560178
Please contact our customer support on +966534560178 for this matter
You can file a complaint by contacting us on +966534560178, or by clicking on Contact Us and registering a complaint there
Payment:
You can benefit from our premium and comfortable service. Every area has different pricing. Please refer to the app when you book for updated prices.
You can pay online via the app, or pay cash when you board the shuttle
Yes. You can pay either in cash or via the app
Once you have downloaded the app you can easily add any payment method to the app. This can be your credit, debit card, KNET etc.
Once you add a card, a small transaction amount will be deducted to validate the card. This amount will be refunded back to your card instantly. If you face any issues you can contact our customer care to resolve it.
