Frequently asked questions
Everything riders ask most often about booking, pickup, timing and fares. If your question is not here, our team answers on the phone and on WhatsApp.
The service
What is Citylink Shuttle?
Citylink Shuttle is an on-demand ride service built on the concept of Demand Responsive Transport (DRT), and the first service of its kind in Dubai. Instead of a fixed timetable, the routing engine plans journeys in real time from the bookings riders make in the app, and the van comes directly to your selected pickup location. Our commitment to future generations and to reducing our carbon footprint is what led us to predict demand this way, in line with global best practice in environmental sustainability.
Does the van run on a fixed timetable?
No. Citylink is on-demand, not scheduled. Trips are planned in real time from the requests riders make in the app, and the route can change along the way. You request a ride, accept the proposal and the van comes directly to your selected pickup location.
What are the advantages of Citylink Shuttle?
Citylink helps reduce road congestion, promotes a cleaner environment and gives riders personalised transport that complements fixed-schedule bus services.
How does Citylink Shuttle help me get around?
Citylink is a comfortable, affordable premium service that helps you avoid traffic and save time. Request an on-demand ride when you are ready: the van comes directly to your selected pickup location, you track its arrival in the app, and you board when it arrives.
How do I use Citylink Shuttle?
Citylink is a digital service that complements public transport, and everything happens in the app. Download it, create an account and log in. Then choose your destination: the app gives you up-to-date trip information, including the estimated arrival time, so you stay in control of your time.
Who can use the service?
Anyone who is allowed to download the app, register and book a ride can ride with Citylink, in line with the laws, regulations and policies in force.
Can children under 18 use the service?
Only with an adult. Passengers under 18 cannot ride unless they are accompanied by an adult who is their legal guardian.
Which areas of Dubai do you cover?
Citylink Shuttle covers 25 areas of Dubai, with routes across all of them: Deira, Karama, Al Nahda, Al Rigga, Al Qusais, Zaabeel, Al Garhoud, Al Twar, Abu Hail, Al Jaffaliya, DIFC, Dubai Downtown, World Trade Centre, Business Bay, Al Satwa, Al Safa, Al Quoz, Dubai Frame, Jaddaf, Al Wasl, Al Raffa, Al Souq Alkabeer, Al Ghurair, Al Rashidiya and Al Muteena. Citylink also operates in Kuwait and Saudi Arabia.
Can I take Citylink to or from Dubai airport?
You can be dropped off at Dubai International Airport (DXB), but airport pickups are not currently offered because of regulatory requirements. For the journey out of the airport you will need another form of transport.
The app
How do I download the app?
Search for Citylink Shuttle on the App Store or Google Play, or use the download link on this site.
How do I register?
Open the app and allow location access. Enter your phone number and confirm it with the one-time code (OTP) we send you. Add your email address so we can send you our updates, choose a password, tell us your name, and you are ready to go.
How do I book a trip?
In the app, choose your destination, your pickup location and your payment method: cash, card or wallet. Once you confirm, the app shows when the van will reach you. The van comes directly to your selected pickup location: board when it arrives and follow the time left until you reach your destination.
Do I need an internet connection to book a ride?
Yes. To use the app you need to be connected to Wi-Fi or mobile data.
Do I need a smartphone to book?
Yes. Rides are booked in the Citylink Shuttle app, so you need a smartphone.
Can I track my ride in the app?
Yes. The app lets you follow the van in real time as it comes to your selected pickup location and until it reaches your destination.
The app keeps crashing. How can I book a ride?
Check the App Store or Google Play for an update to the app and install it. If you already have the latest version and it still crashes, call customer support on +971 54 721 8400 and we will help you.
Booking and riding
What do I do after I book?
The van comes directly to your selected pickup location. Track its arrival in the app and board when it arrives. The driver waits for two minutes only: if you are not there, the ride is cancelled so that other passengers are not held up. Once a ride is cancelled you can no longer track the van in the app, so book again in the same way.
Where do I get on the van?
Right where you are. Citylink is door-to-door: the van comes directly to the exact pickup location you select in the app. There are no stops to walk to.
How does Citylink pickup work?
Book through the Citylink app. The van comes directly to your selected pickup location. You do not need to walk to a bus stop or flag it down.
Can I ride without booking?
No. To ride with Citylink, download the app from the App Store or Google Play and book your ride in it first.
Can I book for more than one person?
Yes. You can buy several tickets in one booking. The app shows how many seats are free in the van, so you can book as many as you need.
How long will my ride take to arrive?
The app shows how long you will wait and when the van will reach your selected pickup location.
How long will the driver wait for me?
Two minutes. The app shows when the van will arrive at your pickup location, so be ready before it does. If you are not there after two minutes, the driver leaves and you will need to book another ride.
What if I cannot find my van?
The app shows when your ride will arrive and lets you follow the van as it comes to your selected pickup location. If you and the driver do not meet within the two-minute wait, the ride is cancelled, and you can book a new one straight away.
What happens if I miss my van?
If you are not at your pickup location within the two-minute wait, the driver cancels the booking and moves on. You can book a new ride straight away in the app. Bear in mind that repeatedly cancelling accepted bookings or failing to show up at the pickup location can lead Citylink to block access to the service.
Why did my booking offer disappear?
When you request a ride the app sends you a proposal with the pickup and drop-off points, estimated times and the fare, and it is valid for a limited time. If you do not accept within that window it is treated as rejected and the terms of that proposal no longer apply. Requesting again is free.
How do I know which van is mine?
When your booking is confirmed the app shows the van's arrival time and an image of the van with its ID displayed on it. Check the ID before you board.
Can I change my destination once I have booked?
No. Once you accept the proposal, the route and the agreed pickup and drop-off points are fixed, and you cannot ask the driver to change them mid-journey. You can ask to get out at any point by telling the driver, but the fare is not refunded.
Fares and payment
How much does a ride cost?
Every area has its own pricing, so the app shows the up-to-date price for your journey when you book, before you confirm. The minimum fare is AED 7.5. If you ride regularly, the Dubai Savers subscription is AED 60 a month and takes a flat 25% off eligible rides paid by card for 30 consecutive days.
How do I pay, and can I pay in cash?
You can pay by cash, card or wallet: cash when you board the van, or by card or wallet credit in the app. If you have a Dubai Savers subscription, pay by card in the app: rides paid in cash or with wallet credit do not get the discount.
Which payment methods does the app accept?
You can pay by cash, card or wallet. Once you have downloaded the app, you can add a credit or debit card. When you add a card, a small amount is charged to check it, and it is refunded to your card immediately. If you have any problem, contact customer support on +971 54 721 8400.
What is Dubai Savers?
Dubai Savers (the Monthly Saver in the Terms and Conditions) is Citylink's monthly subscription: AED 60 for 30 consecutive days, giving you a flat 25% off the fare on eligible rides, with no limit on the number of rides and no weekend exclusions. A ride is eligible when it is at least 2.5 km, its fare is above the minimum fare of AED 7.5, and you pay for it by debit or credit card. Cash and wallet rides are charged the full fare. You buy the plan by card only, and it does not renew automatically: you buy it again in the app when the 30 days are up. There is also a Weekly Saver, 15% off eligible rides for 7 days, with the same rules.
Does Dubai Savers include unlimited free rides?
No. Dubai Savers discounts eligible rides by a flat 25%; it does not make them free. There is no cap on how many discounted rides you take during the 30 days, weekends included, but a subscription gives you access to discounted fares rather than a guaranteed seat.
Support
Who can I contact with a question?
Call our customer support team on +971 54 721 8400.
I left something in the vehicle. Who do I contact?
Contact customer support by phone or WhatsApp on +971 54 721 8400.
I need a refund. Who do I contact?
Contact customer support on +971 54 721 8400. Refunds are paid back into your app wallet within 14 working days.
How do I make a complaint?
Contact our customer support team on WhatsApp, by phone on +971 54 721 8400, or by email, or send it through the Contact us page on this site. Our customer support team replies during working hours.
Your next ride starts in the app
Booking, your pickup location, live tracking and payment all happen in the Citylink app. Download it, set your destination and book your first ride.
