Arriva in focus Annual highlights Small beginnings Welcome is one of the leading providers of passenger transport in Europe, employing over 53,000 people and delivering two billion passenger journeys across 14 European countries each year. Our 2018 annual highlights

Welcome to Arriva in focus, a review of our key Key to delivering value and the best transport solutions Arriva was acquired by Today we believe our passenger transport successes throughout 2018 for our customers, for our customers throughout 2018 have been our (DB) in 2010, one of the world’s leading experience in Europe is unrivalled, our stakeholders and our employees. employees. Our graduate scheme, apprenticeship passenger and logistics companies, and delivering solutions for local and national programme and internal career pathways have helped is responsible for its regional passenger authorities, tendering bodies and health 2018 was a good solid year for Arriva. We continued our people to grow as we develop the next generation transport services outside Germany. care commissioners. to build on our strong foundation as an international of leaders. transport operator, investing €326m to help us deliver Our journey began in 1938 when the the safe, sustainable and affordable mobility solutions We want to build on our strong foundation and develop Cowie family opened a second-hand our customers want to see. in our existing markets to build an even bigger and motorcycle shop in Sunderland – better Arriva. the first chapter in an incredible Our excellent track record in delivery helped us to retain story that would see us grow to and secure several crucial contracts in Poland, Serbia We also want to grow in new markets and have signed become a pan-European operator. and Sweden, and ensure we were re-awarded the only a partnership agreement with the association of French rail contract put out to tender in Denmark. regions, Régions de France, as the French rail market opens to competition. Our customers have asked more from us and we’ve responded with new products and services to meet Our vision is to become the mobility partner of choice. their aspirations and demands. This includes introducing To achieve this we must focus on continuing to improve a 24-hour weekend rail service in London, growing our existing businesses, attract and nurture the very our bike scheme in Slovakia and introducing new best employees, and help our clients shape the future eco-friendly vehicles from Sweden to Italy, and from of transport. Portugal to Slovenia. Whatever their mobility needs, we want our customers to choose Arriva.

Manfred Rudhart Arriva Group CEO

Front cover image: Kelsie Dugmore, mechanical apprentice, UK Bus 01 Arriva in focus 02 Our scale and expertise mean that we can operate a range of transport modes across our group. We have a wealth of experience of different transport markets.

1,083 17,049 350 trains buses and bikes coaches

485 4 223 car-share cars water buses non-emergency patient transport vehicles

We pursue growth opportunities where we believe we can add real value for our customers. investment (gross capex) revenue ebitda €326m €5.4bn €575m

We operate in 14 countries…

Czech Republic Portugal

Croatia Serbia

Denmark Slovakia

Hungary Slovenia

Italy Spain

The Netherlands Sweden

Poland UK

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The best employees

We want Arriva to be a place where people enjoy working, in an environment in which they can grow and develop a successful career.

Together we are One Arriva; a team that delivers value and the best solutions.

Building for the future Developing talent

We aim to attract, retain and develop International Graduate Programme Lift-Off For Leadership high potential within Arriva to This 18-month programme – We’ve developed a Lift-Off For Onwards and upwards enable our future success. This year, in Operations, Engineering and Leadership programme for 2019. It’s we’ve designed and developed our Support Functions – provides for those at the early stages of their “I joined the graduate Being nominated for programmes towards this ambition. graduates with learning and support careers who demonstrate strong to become future Arriva leaders. performance and high potential. scheme because I Lift-Off For Leadership As an international organisation, we offer unrivalled opportunities to People who have been nominated wanted to be involved provides a great develop skills across our businesses will be given opportunities to build in exciting new public opportunity to learn and borders. their leadership capabilities and broaden their exposure to the transport trends. It gave from senior Arriva We’ve created new goals, guidance Arriva Group. Participants will me the chance to work managers and grow and targets to track the progress shadow senior managers across of graduate talent. the business, get involved in in different countries, my skill set to become business decision making and such as Italy, and a successful leader.” fast track towards becoming our future leaders. understand how other Arriva businesses and Murtaza Abbas-Shamsi, Product Manager departments operate for Driving Arriva Telematics (DAT) 27 and fit together. graduates completed in 2018 I’m currently in London 38 as technical lead on a new graduate fuel efficiency project. trainees joined 14 new graduates are women

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The best employees

Bright Sparks Battling against the Beast from the East Apprentice success, UK Adverse winter weather

The Beast from the East brought Going the extra mile us freezing temperatures and thick There were many ways in which @arrivaessex Thanks for running snow. It disrupted road and rail Arriva faced down the Beast from all day today in Colchester and for delivering us home safely. Driver networks, affecting many of our the East, with our employees often on the 8 was lovely. businesses and passengers. struggling to get to work themselves.

And yet, we worked together to staff at keep people safe, on the move and Leamington and Warwick Parkway up to date. stayed overnight to keep stations open, clear snow with spades, and No chance of a snowy day dispense grit to provide a near with @chilternrailway. Beast normal service. from the East can’t stop them... Our apprenticeship schemes #commute continue to build a strong pipeline “This is an amazing Arriva Kent of talent for Arriva, with notable job – it’s not every Published by Arriva successes this year. To track your bus, day you find yourself download the Arriva journey planner app Kelsie Dugmore, a mechanical under a 12 tonne bus arrivabus.co.uk/app/ Thanks for getting me to Stansted apprentice at our depot, – In the meantime we airport this morning when the are off to try and tame achieved top prizes at the 2018 or working on an the beast! taxi let me down #133 Institute of Road Transport engineering rebuild.” #beastfromtheeast Engineers (IRTE) Skills Challenge in which 32 teams from 15 operators competed in mechanical, electrical Kelsie Dugmore, apprentice, and coachbuilder tasks. She came first in the Inspection Technician You’ve done extremely well to award and was also in the winning keep buses running and with Outstanding Apprentice Team. exact updates. I’m very impressed #snowheroes Arriva apprentices receive the 365 chance to earn and learn at college new apprentices in bus or in-house, with mentoring and support. There are opportunities to move into management or join the graduate management programme 220 and open up career pathways. new apprentices in rail

We’ve had a winner at the IRTE every year since it started. “The commitment made by our people during the Beast from the East was incredible, as witnessed by direct feedback from customers.”

Chris Burchell, Managing Director, UK Trains

07 Arriva in focus 08 Preferred by our customers

We innovate and develop co-ordinated, connected and cost-effective products and services that shape the future of transport.

It’s one of the reasons why clients choose to work with us again and again.

Convenient and cost-effective All right on the night Bike sharing, Slovakia Night Overground service, UK

Bike sharing schemes are often Being able to offer partners an We’ve now also been awarded The Night Overground service, The service, which operates The service runs every 15 minutes associated with large cities, such innovative multi-modal scheme two tenders by the Kia Foundation operated by between Highbury & Islington during Friday and Saturday nights, as London and Berlin, though many adds value and gives us competitive (owned by Kia Motors Slovakia) for (ARL) on behalf of Transport for and New Cross Gate, is a huge into the early hours of Saturday smaller cities now enjoy the benefits advantage. Arriva Slovakia has the infrastructure and operations London (TfL), is successfully helping benefit for local businesses. It’s and Sunday mornings. too. ArrivaBike is a great way to already seen great success with of BikeKIA in Žilina in the north to keep London moving 24/7. also boosting the already booming connect people and places easily, ArrivaBike in Nitra: the number of west. BikeKIA registrations night-time economy in east London, This project has seen extensive especially on short journeys. rentals has risen from 8,500 last opened in February 2019 and creating new opportunities for collaboration with TfL, with ARL year to 24,000 this year, with 75% we predict the scheme will be theatres, live music venues and delighted to have been shortlisted of rentals by local people. a big hit, especially with Žilina’s restaurants. for the Outstanding Teamwork large student population. Award at the National Rail People going to work for a night Awards 2018. shift or returning home after a late evening out can now travel more easily, safely and quickly.

“Bike sharing 200 “The Night Overground 6,000 complements public bikes has been a huge people use the service transport to get success since its launch, each weekend people to where they 27 helping our customers stations 250,000 want to go, with more to make the most of journeys made during 2018 freedom to travel 12,000 London’s rich night-time on their own terms.” registered users economy.” 98% of trains arrive and László Ivan, Managing Director, David Thomas, Head of Concession depart within 3 minutes Arriva Slovakia for London Overground, TfL

09 Arriva in focus 10 Preferred by our customers

No need for a ticket to ride Making connections ArrivaClick expands into , UK Innovation, UK

“Making bus travel more convenient is really important so it’s great that Arriva is introducing contactless ticketing.”

As a result of ArrivaClick’s ArrivaClick is a cashless service that’s Greg Clark, successful launch in Kent in 2017, ordered using a smartphone app. MP for Tunbridge Wells. Liverpool is one of the first cities Passengers travel in style, with free to introduce this innovative Wi-Fi, charging points, wheelchair app-based transport solution. space, tables and leather seats.

ArrivaClick offers the convenience The Beatles might call this a magical of a personalised shared bus journey tour – without any mystery. The future of transport lies in Signly disability support Contactless payment – providing a corner-to-corner developing more personalised Nearly 11 million people in the Bus passengers have come to expect service that takes passengers journeys. We aim to improve UK have some form of disability, contactless payment. It removes the where they want, when they want. “ArrivaClick is a brilliant passengers’ digital and physical so our services should be accessible hassle of paying, cuts boarding times way to get around journeys for an easy and connected for all. We helped develop Signly, a and speeds up journeys. Following The shortest and fastest routes travel experience. smart phone app that supports our a successful trial, the service will are calculated, with guaranteed Liverpool, giving you the deaf and hard of hearing passengers be rolled out across our bus fares and real-time pick-up and on Arriva Rail London through in 2019. drop-off information. convenience of a taxi pre-recorded sign language videos. without paying for one.”

Vicky, shop owner, Liverpool

“We are the obvious choice for our customers who we know and understand well.”

Paul O’Neil, Managing Director, UK Bus

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A strong foundation

We’re proud to run a business that’s renowned for looking after its passengers, employees and the environment.

We have a strong foundation on which we’ll continue to expand: improving efficiencies and reducing costs, yet never compromising on safety.

A breath of fresh air Rooted in local communities Eco buses Our corporate social responsibilities

With transport playing a major role Staying young, Italy The talk of the town, Slovenia Although Arriva is a pan-European Staying on top, Netherlands Community spirit, UK in the quality of the air we breathe, Eco-friendly buses improve the air Following a successful trial, Arriva group, we’re still a local company Arriva Netherlands is now on step When Ivy Woolcock, a Kent reducing pollution – as well as around us and encourage people Slovenia launched its very first electric at heart in the markets in which one of the TNO Social Enterprise resident, turned 107, Arriva named congestion – is important to us. to use their cars less – they are also bus in the seaside town of Koper – we operate. Performance Ladder, a nationally a bus in her honour. Ivy cut the an opportunity to breathe new life a sustainable municipality that’s keen recognised measurement of an ribbon with the local mayor, and into fleets. to reduce road traffic. The eco-electric employer’s efforts towards social a plaque in her honour was put up minibus has solar panels and can carry responsibility and inclusiveness. by a priority seat. The Northfleet As a partner in a Joint Venture, up to 27 locals and tourists. depot management team then Arriva invested in 33 new Euro Six Arriva Netherlands employs accompanied her on an afternoon buses in Trieste, making the fleet 231 disadvantaged people who’d tea celebration. in the city the youngest and least experienced various barriers to polluting in all of Italy. They feature work, and supports them to stay a sophisticated passenger counting in work. This includes 75 people system and video surveillance hired in 2018 to ‘learn and work’ cameras for extra peace of mind. on a vocational scheme (BBL) to qualify as bus drivers in just one year.

“In Italy, Trieste is the city “Ivy’s lived here for with the lowest impact over 90 years; we on the environment thought this was a from public transport, nice way to celebrate thanks to continuous such a long-standing renewal of the Trieste customer.” Trasporti fleet.” Darren Bow, Operations Manager, Northfleet depot Massimiliano Fedriga, Governor of the Friuli Venezia-Giulia region

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A strong foundation

Getting the green light Driving standards even higher Renewable electricity, UK Driving Arriva

“Ensuring a smooth and safe journey is one of our main goals every day.”

Jose Luis Sotos Belinchón, Driver, Arriva Spain

Arriva switched its electricity 27,000 supplier to SSE Business Energy to tonnes of CO2 prevented from entering the atmosphere supply its depots and offices in the every year UK with green electricity that’s fully backed by Renewable Electricity Guarantee of Origins*. 100% Our sites can also access SSE’s renewable energy Small changes mean Making small changes in driving Achieving best practice online energy monitoring portal a big difference behaviour and planning ahead We’re creating a blueprint across the to check consumption and follow Driving Arriva is a group-wide can result in big improvements in whole of Arriva for a single, best way energy-saving practices. project which focuses on the way punctuality and passenger comfort, of driving that ensures consistency. “Destination Green our buses and trains are driven. and help reduce emissions and fuel The volume of carbon we save each It guides our 36,600 drivers to be consumption. Less wear and tear on Measuring driving data, giving year is the same as that used by an demonstrates that Arriva the very best they can be to improve vehicles also means they’re less likely individual feedback and supporting average car driving over 95 million is at the forefront of the journey experience. to break down which, in turn, means drivers with coaching and training miles – or equal to powering around a more reliable service. add up to help them make better 25,000 homes with green electricity. efforts to reduce carbon, decisions every single second of every single journey. The initiative is part of our both by encouraging Europe-wide ‘Destination Green’ more people to use programme. It’s yet another way in which we’re reducing public transport and our environmental impact. by minimising its own environmental impact.”

Claire Haigh, Chief Executive, Greener Journeys “Improving our existing business will create the platform to enable growth.” *Where consumption used is matched to an equivalent volume generated by SSE’s wind and hydro assets then exported to Jana Siber, the National Grid. Managing Director, Mainland Europe – Emerging Markets

15 Arriva in focus 16 A bigger and better Arriva

We have an excellent record of growth across Europe. Our reputation is based on creating sustainable relationships with our clients, and by providing greener, more integrated and affordable transport solutions.

We will continue to deliver above and beyond for authorities and passengers.

The winner takes it all Delivering time after time after time Contract wins, Sweden Rail contract, Denmark

Arriva Sweden has operated Our competitive wins in 2018 The Passenger Transport Authority For the third time running, we’ve We have 15 years’ experience But ensuring growth isn’t just about transport services for 20 years, weren’t just due to price but also in Stockholm renewed its contract secured our contract with the running rail services in Denmark and numbers. It’s about service and with successful growth down to our innovative bus portal, delivering to run fossil-free fuel buses in Ekerö. Danish Ministry of Transport to this new third contract, which starts satisfaction too, as demonstrated a commitment to delivering what seamless logistics and high service The municipality has offered to operate Denmark’s only rail network in 2020, will continue our strong by Arriva Denmark being awarded passengers and clients want. levels across the entire workforce – build a bus lane to encourage car put out to competitive tender. partnership through to 2028 with the ‘Passenger Pulse’ prize by the from cleaners to engineers. drivers to use the bus instead. the option of a two-year extension. Danish Consumer Council for a first- As the islands are remote in places, class telephone customer service. We won a contract to operate bus our bid also included a proposal for By contracting out to us, the Danish services in Helsingborg, including Demand Responsive Transport. government has already enjoyed 13 electric buses on the Bus Rapid savings of €40.2m during the first Transit (BRT) system. period alone (2003–2010) – and we’ve identified potential further savings in the pipeline.

“Customers and clients will choose “During the first two 99% mobility solutions that are contract periods, we have punctuality score in 2018 affordable and meet their needs.” received both cheaper and more punctual rail 20 Alison O’Connor, services with a high level more trains to be added Director, Corporate Affairs of service for passengers.” 13% Ole Birk Olesen, market share as of Minister for Transport, Building 2020 and Housing in Denmark

17 Arriva in focus 18 A bigger and better Arriva

Powering ahead Wheels of fortune Contract wins, Denmark Business growth

Winning in Warsaw Warsaw Passenger Transport €32m Authority awarded Arriva Poland contract a new eight-year contract, following a competitive tender. 34 With only 30% of urban bus new buses services in Poland put out to competitive tender, Arriva is held in high regard as one of the country’s 6 leading private bus operators. new routes With Arriva Denmark growing its footprint in Copenhagen, getting 425,000 around is easier and greener passengers a year than ever. use the harbour bus

The water bus tender has been Success in Serbia won for the third time in a row 17 82,000 Arriva Serbia has operated buses and is contracted to run for in Kragujevac since 2015 – and will additional buses registered DriveNow 10 years from January 2020. continue to do so thanks to our customers The bid included new, sustainable, ability to meet and surpass client zero emission boats which are expectations. 3 year powered by electricity and quieter Our DriveNow car-sharing scheme contract to run. has increased capacity and uptake Winning the expanded contract by adding new cars to its fleet. this year means we now cover 50% These spacious water buses, A car can usually be found within of the transport market in Serbia’s operated by Arriva on behalf walking distance and is available fourth largest city. of Movia, will have room for at the click of a button. 80 passengers, four wheelchairs and eight bikes. DriveNow is suitable for both short and long distance journeys, without any of the hassle or cost associated with owning a car.

“Our clients look for a trusted transport partner and we’ve proven time and again that we’re able to deliver on their expectations.”

Liz Benison, Managing Director, Mainland Europe – Developing Markets

19 Arriva in focus 20 Our year: 2018

January March May July September November Making connections Battled against the Getting the green Success An eye on Delivering Commenced five-year Beast from the East light in the UK in Serbia new markets in Denmark contract to operate Arriva employees went the Became the first major Won contract to operate Arriva signs agreement with Won major tender to operate rail 31 red London buses extra mile to keep UK rail private transport operator bus services in Kragujevac, Régions de France to assist services in Jutland for the third on the 141 route and bus services running to switch to a 100% Serbia’s fourth largest city French rail reforms consecutive time renewable electricity supply

February April June August October December All right on The winner takes Powering No need for Building for Winning the night it all in Sweden ahead a ticket to ride the future in Warsaw Expanded our Night Winning formula led to tender Won tender to introduce Innovative demand-responsive Welcomed 38 new graduates Introduced state-of-the-art Overground service to keep win in Helsingborg to operate zero emission water buses transport service expands into to our 18-month programme new buses in Poland London moving 24/7 the city’s bus network to Copenhagen harbour Liverpool, UK

21 Arriva in focus 22 www.arrivaannualhighlights.co.uk

Registered Office: Arriva plc Admiral Way Doxford International Business Park Sunderland SR3 3XP United Kingdom

Tel: +44 (0)191 520 4000 E-mail: [email protected] Twitter: @ArrivaGroup

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