Frequently Asked Questions
Callconnect Booking App
Riding with Callconnect
Follow these steps to travel with Callconnect using your mobile phone or tablet:
1. Download the Callconnect app from the Apple Store or Google Play Store.
2. Click on the ‘Sign Up’ button in the home screen of the app.
3. Enter the requested information on the first page of this screen. Click ‘Next’ to move to the second page.
If you don’t have a smartphone or a tablet, you can create an account by calling 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland).
If you have special requirements, such as mobility restrictions or other disabilities that you’d like our drivers to be aware of, please call so that we can update your account. A home pick-up may be possible to arrange in certain circumstances.
Once you have downloaded the App follow these steps to get going:
1. Enter your pickup and drop off addresses by moving the blue pin to the desired location or by typing them in manually.
2. The app will take a few seconds to check for available vehicles and connect you with the best one for your journey (we may offer you a few options to choose from). Select the option that works best for you and press ‘Book This Journey’. If there is a fixed route bus that will get you to your destination sooner, the app will offer you that option instead.
3. When travelling with Callconnect, we’ll assign you a virtual bus stop as your pickup location that may be a short walk from the address you provided. Be sure to check the app for the specific spot, and follow the dotted line to meet your driver! We’ll also provide the service name so that you can easily locate the vehicle.
You can book rides up to a week ahead and with as little notice as 30 minutes subject to vehicle availability.
Yes! The app is available for tablet and phones. Our booking line is available on 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland).
At the time of booking you will initially be given a 20 minute pick up window. Approx. 30 minutes before your trip you will receive a SMS text message from us providing a more accurate collection time. You can also track your vehicle on the app and be updated on any unforeseen delays.
Make sure you’re at the pick-up place when Callconnect arrives! You will get a text when the bus is two minutes away and again when it arrives.
Remember: Passengers travelling in the same direction will share rides. If you’re late unfortunately the vehicle will leave without you.
Rides are subject to availability. If the app does not offer you a ride, try an earlier or later time.
In the app, zoom out from your pick-up spot or click the small vehicle icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches. The time will also be shown for pick up and in case you are not in the app we will notify you through a push notification to let you know your Callconnect has arrived.
You can cancel through the app up to 30 minutes before your scheduled pick-up time or alternatively you can call our Booking Centre on 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland). Click Here for opening times.
Yes! If you can travel by bus for free, your Callconnect rides are also free (local time restrictions may apply).
Please pay your fare to the driver, all of our vehicles accept cash or contactless card payment. The app will display your fare at the time of booking or alternatively to check a specific fare please click here
Not yet but this could be a future development.
Once you start a Callconnect ride, the destination cannot be changed. If you have yet to board, you can cancel the ride and re-book with a new destination.
Yes! Head to the ‘Favourites’ tab in the app menu, tap ‘Set Home Address’ or ‘Set Work Address’ and type in the address of your preferred location. You will be able to select from your Favourites each time you request a ride with Callconnect.
If you had a great experience with a driver, please let us know by filling out the feedback screen in the app after your ride.
We’re sorry to hear that there was a problem with your ride. Please let us know by calling 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland) or by emailing us at: callconnect@Lincolnshire.gov.uk
When logging in, first make sure you are using the exact email address that you used to set up your Callconnect account. To reset your password, first open the app and select ‘Log me in.’ In the password box, select ‘Forgot your password?’ and follow the prompts. For further assistance call 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland).
Make sure Location Services are enabled for the Callconnect app in your phone’s settings.
Head to the ‘History’ page in the app menu.
On the app, you can track your ride as it arrives. We ask all passengers to arrive on time. Unfortunately buses cannot wait more than 60 seconds for passengers to turn up. Please call our helpline on 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland) and press option 1. Click here for opening times.
To support visually impaired riders, the Callconnect app has been developed to make use of all iOS and Android accessibility features. Visually impaired riders can notify the Booking Centre when calling to book their ride and this information will be passed on to their driver to allow for a smooth pick up.
Yes, Callconnect supports users who require a wheelchair. When booking through the app please indicate that you require a WAV by tapping the Wheelchair toggle in the Profile section of the app. If booking through our Booking Centre please notify the Advisor that you require a wheelchair accessible vehicle.
Please Read: If you wish to travel in your wheelchair, the chair must be impact tested. Please call our team on 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland) before your first ride with us.
Keep luggage to a minimum due to limited capacity. Hand held baggage and luggage only. Pushchairs must be folded (subject to availability).
10 Journey Saver Tickets are available to purchase from your driver. All of our vehicles accept contactless card payment. Find out more
Yes you can. Just download the app and request your journey or call the booking office on 0345 234 3344 (Lincolnshire) 0345 263 8153 (Stamford, Bourne, Peterborough, Welland).
Callconnect is a demand responsive bus service, meaning we only do rides that you book by phone or via the app. You will need to book your ride with us if you wish to travel.
Callconnect service does have some fixed timetable routes. If you're on the route of a service run, you do not have to book your ride unless you are wanting to board at a request only stop, this will be noted by a 'B' on the timetable.
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