Frequently asked questions
Everything riders ask most often about booking, pickup, timing and fares. If your question is not here, our team answers on WhatsApp and on the phone.
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 Kuwait. Conventional public transport cannot predict how many passengers will travel, so capacity is wasted: picture a double-decker bus running a whole route off-peak with two passengers on board, with needless environmental impact and wasted natural resources. Our commitment to future generations and to reducing our carbon footprint led us to predict demand instead, in real time, from the bookings riders make in the app. This follows global best practice in environmental sustainability and carbon reduction.
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.
Can CityBus customers use Citylink Shuttle?
Yes: download the app and follow the instructions in it. CityBus and Citylink are two complementary services from City Group Co. KSCP. CityBus is a public bus service with fixed routes and timetables: you need to know your route and wait at the bus stop, and you can track the bus in the CityBus app. Citylink works only through its own app, where you select the exact pickup location and the van comes directly to you: download the Citylink Shuttle app, create an account, log in and book your rides in it.
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 12 use the service?
Yes, with an adult. Children under 12 can ride under the supervision of an adult who books with the app; they cannot ride on their own. If a minor needs to travel alone, call customer support on +965 6333 1834 first to find out how to book the ride. To use the app yourself you must be over 16, or have the authorisation of a parent or legal guardian.
Which areas of Kuwait do you cover?
Citylink covers a wide area of Kuwait City and its surroundings, including Kuwait City, Sharq, Shuwaikh, Hawally, Salmiya, Rumaithiya, Ardiya, Al Farwaniyah, Sabah Al Salem and nearby neighbourhoods. Select your pickup location in the app; the van comes directly to you. The app shows the exact service area.
Can I take Citylink to Kuwait International Airport?
Only if the airport is inside the service area the app shows: Citylink runs urban trips within that area, and the app tells you whether a destination is covered when you request the trip. Check before you plan on it to catch a flight.
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 +965 6333 1834 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 or cancel?
If you are not at your pickup location within the two-minute wait, the driver cancels the ride and moves on, and you can book a new one straight away in the app. You can cancel a proposal before the pickup, but the amount for the trip is not refunded in full. Cancelling accepted proposals or repeatedly failing to show up can lead Citylink to block your access to the service.
Why did my booking offer disappear?
When you request a trip the app sends a proposal with the pickup and drop-off points, the estimated times and the price, valid for a limited time. If you do not accept it within that time, it is treated as rejected and its terms no longer apply. Rejecting a proposal costs nothing.
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 the route. 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 of your trip in Kuwaiti dinars when you book, before you confirm. The starting fare is 500 fils per person (KD 0.500). If you ride often, a Saver plan takes a flat discount off eligible rides.
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. Saver discounts apply only to rides paid by debit or credit card.
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, or KNET. 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 +965 6333 1834.
What are the Saver plans?
Citylink's subscriptions in Kuwait. The Monthly Saver takes 30% off the fare of eligible rides for 30 consecutive days; the Weekly Saver takes 20% off for 7 consecutive days. There is no limit on the number of discounted rides while a plan is active. A ride is eligible when it is at least 200 metres, its fare before the discount is above the 500 fils minimum, and you pay it by debit or credit card. Plans are bought by debit or credit card only, do not renew automatically and are not refundable. Their prices are shown in the app.
Do the Saver plans include free rides?
No. A Saver plan discounts eligible rides; it does not make them free. There is no cap on the number of discounted rides while it is active, but a plan gives you access to discounted fares when rides are available, not a guaranteed seat.
Support
Who can I contact with a question?
Call our customer support team on +965 6333 1834.
I left something in the vehicle. Who do I contact?
Contact customer support by phone or WhatsApp on +965 6333 1834.
I need a refund. Who do I contact?
Contact customer support on +965 6333 1834. 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 +965 6333 1834, 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 and the details of each trip are all in the Citylink app. Download it, set your destination and book your first ride.
