CallConnect – Online Booking Help
Welcome to the CallConnect Online booking help guide. Before reading our Q&A`s, you may wish to view our instructional films by clicking on the buttons below. (Please note the first part of the films show our old website but the information on how to use the booking portal remains the same).
Instructional Films
HOW TO VIEW & CANCEL A JOURNEY ONLINE
HOW TO TRACK YOUR BUS
Questions and Answers
How do I log in?
Click on the `Book Now` button which will transfer you to the CallConnect booking portal login page. Please enter your Username (normally your registration number) and password. If you are not registered, please CLICK HERE and complete the registration form. We will email you once your account is live.
Don`t forget to change your password after the first login.
How do I make a booking?
Click on the `Make a Booking` button. Complete the Step 1 screen including number of passengers travelling, date of travel and preferred time. Then click on the next button.
Then complete step 2. You can search for an address or pick up point by either searching for a postcode, place or detailed address. (You can also search on a favourite location if you have one saved). Type the postcode or location in the text field and click on the `Search` button.
The search results will display in the pick up or drop off selection menu. If you are registered for a home pick up, you will be able to select a specific address including your own home address. If not, the address you select will be linked to the nearest pick up point when the booking is submitted. If you select place, a list of pick up or drop off locations will be available to select.
You are also able to view the pick-up and drop off locations on the Google Map view. Click on the `Show pick up and drop off` link to plot the locations on the map. Google Street View can also be used if you are unfamiliar with the location.
Once step 2 is completed, click on Search. You will then see a message `Looking for available services`. This may take a few moments during busy periods. You will then be presented with a Services Available screen.
How do I submit a booking?
If a service is available to book, you will be presented with at least one service which will be listed as CallConnect. You can click on the `Details` button to expand the view to see more information about the journey or click `Select` to move on to the final step.
You will then be asked to check your travel details. Please carefully check your pick up and drop off locations on this screen. Also please add additional information in the text field including appointment details or connection information. (You can also add this journey to your favourites by selecting the tick box).
If all okay, press the `Select` button and then `Book Now`. Alternatively, you can modify the journey or go back. (Don`t forget to add a note at the final booking stage if you need to be at your destination for a certain time).
Please note that as we also handle a large number of telephone bookings, whilst a service may be available at the time of initially submitting an online request, availability can quickly change. A journey is only booked and confirmed when an email confirmation is received or the status of the booking changes to `Confirmed` in the booking portal.
If I need to make a connection or I have an appointment, how do I let you know?
When making your booking there is a box for additional comments at the final stage before selecting `Book Now`. Please use this to inform us of any connections or appointments you need to make in relation to your journey.
Journey Options and availability
Our online system automatically scans our service availability 1 hour either side of the pick-up time you have selected. If you see the message `There are no services available for the dates you have specified, please try again by modifying your search` it means that we do not have availability to undertake the journey within 1 hour either side of the time you have selected. Alternatively, you could also be receiving this message because:
- You are attempting to book a journey that we are not able to carry out directly.
- You are trying to book outside of our operating times which are 7am-7pm Monday to Friday and 7.30am-6.30pm Saturday.
- You are requesting a journey more than a week ahead. You can book a maximum of 7 days ahead and on the 8th day from 7pm each day.
Please note that as we also handle a large number of telephone bookings, whilst a service may be available at the time of initially submitting an online request, availability can quickly change. A journey is only booked and confirmed when an email confirmation is received or the status of the booking changes to `Confirmed` in the booking portal.
If you need assistance, please call 0345 234 3344 and select option 3
What is the maximum and minimum booking period?
You can book a maximum of 7 days ahead and for the 8th day ahead from 7pm each evening. You can also book a minimum of 1 hour ahead.
What does an exclamation symbol mean on the Services Available screen?
This means you are trying to book or cancel too close to the departure time. The minimum booking period is 1 hour.
When will I receive confirmation of my booking?
During normal office hours (8.30am-6.30pm Monday to Friday and 9am – 5.30pm Saturday) we will endeavour to get back to you within 1 hour. All requests submitted out of hours will be responded to by 10am the next working day.
All pick-up times are now shown with a 10 minute pick up window. Drop off time periods can vary.
How do I receive notification of my booking?
You will be sent an email to confirm your journey details. (You will receive an email for each part of a return journey request). You can also view all of your booking requests and the status of each request via the `My Bookings` page on the desktop or mobile website.
All pick-up times are now shown with a 10 minute pick up window. Drop off time periods can vary.
How can I check the status of my bookings?
Go to My Bookings from the top menu on the portal and then select `View My Single Trip Bookings`. Set your search criteria including dates and then click `Search`. You will then be presented with a list of your journey requests with the status of each one.
Pending means that we are processing your journey request. Confirmed means that your journey is booked and you should of received an email to confirm your journey and Unavailable means that we are not currently able to provide a journey for you within 1 hour either side of your selected pick up time.
How do I amend or cancel a journey?
From the My Bookings screen, click on the `Details` button on the individual booking. This will provide more information about the journey, provide an option to send us an email if you have a query with the booking and an option to cancel the journey. Simply select the `Cancel Booking` button and follow the on screen instructions.
Amendments to existing bookings are not able to be made. If you need to change any element of your booking, please cancel the journey and re-submit a new one.
I have tried to book/cancel a journey but I am not able to?
If you see the message `Booking cannot be cancelled`,it means that you are not able to cancel the journey online. This will either be because the journey was booked over the phone or you are attempting to cancel with less than 1 hour`s notice. If the pickup time is more than an hour away and you are experiencing problems, please call the Booking Centre on 0345 234 3344.
I have made an error with my original booking request, what should I do?
Please cancel and re-book or call 0345 234 3344 or send a query by email from the My Bookings page.
Do I need to cancel my journey if the times are the same but the number of passengers has changed?
Yes. Please cancel and re-book or send us a query email.
How do I change my password?
Go to My Account and click on change password. Your password must have a minimum of 6 characters.
How do I change my contact details including my email address?
Go to My Account and click on Personal Details. Here you can change your address, phone number and registered email address.
How do I set a favourite journey?
Before you submit your booking, select the `Add this journey to favourites` checkbox. Each time you book a journey in the future, this journey will be available as a shortcut to speed up the booking process.
How do I track the vehicle I am booked on?
Within 60 minutes of your pick-up time you can track the vehicle you are booked on to see if we are running on time. From the My Bookings screen, click on the `Details` button on the individual booking and you should see a `Where`s My Service` button. Click on this and you will see a Google Map with vehicle running information. If the vehicle we are operating with does not have on board communications equipment or there is a problem with the GPRS signal, a `No Status` message may be displayed. You can also track your bus from the mobile site.
Can I book from a Mobile or Tablet device?
You can access the desktop booking portal from any Tablet device including IPAD`s. The mobile site does not currently provide a booking facility, however you can view your journeys, cancel a booking and track your bus within 60 minutes of your pick up time from the mobile site.
I need some further help.
Simply call us on 0345 234 3344 and select option 3 or you can email us at Callconnect@lincolnshire.gov.uk. Alternatively use our live chat facility on this website.