Answering all your frequently asked questions about our products.
Our App has been developed in partnership with Richmonds Coaches and the App developer, RiseDM to help improve commuting to and from the park. The App is designed to be intuitive but, if you need any help or have any questions about how the App works, ticket t&c’s, cancellations etc then this document should help. There is also a step-by-step set of instructions available please email Amanda.Newman@eu.jll.com.
If you are having trouble signing up for an account, please follow the on-screen advice and ensure that you have provided a strong password. Our secure password policy is as follows:
If you have forgotten your password, submit a forgotten password request which will ask you to reconfirm your email. Once you have submitted the request, you will be sent an email with a link to reset your Password.
If you have received the message Postal code and card number do not match while trying to add a card to your account or purchase a ticket, you will need to try another card or contact your bank as this is a message that comes from the bank provider themselves.
You can amend your details by going to the Account section on the App.
A photo is required for security purposes so that the driver or security personnel can match you against your photo and reservation.
For security purposes, you will need to sign into the App again after 16 days of inactivity.
If you have purchased the wrong ticket, we are unable to “swap” the ticket over for you. Please use the current ticket until it expires. Check the terms and conditions of the ticket.
A copy of your ticket receipt will be emailed to you.
Valid tickets are stored under Tickets > Purchased tab. Once expired, they will move to Expired.
If your ticket has ‘disappeared’, go to Tickets and check the Expired tickets tab as your ticket may no longer be valid. Please check the ticket t&c's for details.
Please check your ticket t&c's as validity periods differ depending on the type of ticket purchased.
Unfortunately, tickets cannot be refunded.
If you activate your ticket but don’t scan it, the ticket will return to the Purchased ticket wallet. However, if you’ve booked and don’t scan and board, you will be charged.
Bookings can be made up to 14 days in advance and one hour prior to departure. Cancellations can be made up until the departure time
Select My Bookings from the home screen, select the + Book icon (bottom right). Select the date, the ‘From’ and ‘To’ destinations and select Find Times.
Select My Bookings from the home screen, select the reservation and press the red cancel button. Cancellations can be made up until the departure time.
Unfortunately, you will be charged if you book but do not cancel your trip.
If you are having trouble using your ticket then we recommend you review the following advice:
Unfortunately, tickets can't be deactivated once activated but you should still be able to board. Activated tickets are valid up to one hour prior to departure.
Let the driver know as your name will be on the passenger list. You may have to wait until other passengers have boarded so, please be patient.
No ‘walk-on’ passengers are not permitted. It is necessary to travel with a valid ticket and a reservation. If you do not turn up with a ticket or a reservation the driver has the authorisation not to permit travel to Chesterford Research Park.
To swap, you will need to cancel and rebook more than one hour before the coach service departs. The driver can only accept passengers with a valid reservation. Drivers do not have access to passenger lists for other vehicles and cannot tell you whether that coach is under capacity and has room for you.
The coach may look like it has room due to social distancing but, if more passengers board further on then, the coach may be at full capacity. Drivers do not have access to other passenger lists and cannot tell you whether that coach is under capacity and has room for you.
To receive service alerts, go to Account and select Settings and Information, select Notifications and enable push notifications. To stop service alerts, go to Settings and Information, select Notifications, and disable push notifications. If you’ve stopped notifications; you will not receive traffic alerts or that the coach is on its way
Select Scheduled Services – an icon of a green coach will be available when tracking is available. Press this to reveal a map and the whereabouts of your coach.
If the coach was late or didn’t show up, first check the coach tracking before ringing the operations or security team. Also ensure you are signed up for service notifications in case of issues such as accidents or road closures. The operations team can be contacted using the Customer Service info within the support section of the App.
If you have noticed an issue with a service timetable or think information is missing then please, contact the operations team using the technical support section within the App
If you have positive or negative feedback about the service or the App, please, contact the operations team using the technical support section within the App.
Neither Chesterford Park (General Park) Ltd nor Richmonds Coaches nor any of the other organisations on the Park can accept responsibility for loss or damage to a passenger’s property that is carried on the coach including bicycles, phones etc. (unless due to their negligence). These remain the responsibility of the passenger at all times. Unless extremely valuable, lost items may be returned to Park Security, but this is at the discretion of Richmonds. To report lost property either use the App (select Support on the home page) or email email@example.com.