Bus users have been left “devastated” by the withdrawal of a service they say never got the support it needed.

Last week, Arriva confirmed that its long-troubled Click service for Watford will be axed from the end of the year (December 31), citing a lack of customers.

Watford Borough Council said that rising costs and inflation made it no longer cost-effective for the bus company to run, leading to the “difficult decision” to end the service.

Despite this, regular customers like West Watford's David Bell expressed disappointment with the decision - citing benefits beyond the commercial.

“I thought it was a fantastic service,” the wheelchair user said. “I am really devastated it is going, that was my transport around Watford.”

Mr Bell estimated that "85 per cent of the time" he used the bus he was the only person on board and he never saw more than two others on it. Asked why he thought this was, the 41-year-old saw two key issues in the lack of advertising and a “confusing” app.

Sometimes it would be waiting to pick him up in a different place to where the app said, or it would inconsistently tell him whether or not it was available at a time.

Watford Observer: Arriva Click bus.Arriva Click bus. (Image: Watford Borough Council)

North Watford resident Lidia Skrzypek agreed, saying “I feel it could have survived but it was not advertised enough”, and added that in the past week she had to explain to multiple people what it actually was.

The 70-year-old said that, due to illness, she often gets tired walking into town and back and therefore thinks she might not leave the house so often without Arriva Click.

Both users said they will have to fall back on standard buses, but worry about their reliability.

Investing in new bus services had been a pledge in Watford mayor Peter Taylor’s 2018 mayoral manifesto and Arriva Click was introduced in 2020.

Watford Observer: The ArrivaClick service was introduced by Watford mayor Peter Taylor in 2020 he pledged in his 2018 manifesto to improve public transport across Watford and make travel more sustainable.The ArrivaClick service was introduced by Watford mayor Peter Taylor in 2020 he pledged in his 2018 manifesto to improve public transport across Watford and make travel more sustainable. (Image: Watford Borough Council)

However, in 2022 it was revealed that actual use between January and April that year was just 6% of what was projected, despite a £1.5 million contract being awarded by the council until 2024.

The mayor said: “We are disappointed that Arriva took the decision to withdraw Arriva Click in Watford as we know it is a much-loved service for many local people. 

"The council did a lot to support Arriva get the message out but, ultimately, it was Arriva’s responsibility to make the service a success. 

"We will be announcing details of the 'shopper bus' service soon and I hope it will give those people who need a bit of extra help in getting to and from the shops as an alternative way to travel.”

Asif Khan, Watford's Labour spokesman for transport, said: "As the curtains fall on Watford's ArrivaClick service this New Year's Eve, it's hard not to see it as a pricey mistake. Billed as a revolution in local transport, it's sadly been more of a drain on resources than a boon. We need to take a good, hard look at these sorts of projects. Sure, innovation is great, but not when it's burning a hole in the taxpayer's pocket."

More details of the upcoming shopper bus, set to run two days a week, are expected to be released next week. Update to follow.