FAQ

 

How to pre-book your Network Rail station parking


How do I make a reservation?
- Select your entry date and time using the calendar provided. Enter the times you expect to arrive at the station . Be as accurate as possible.

Please note, you must book online no later than 24 hours before you need to arrive & park!

Click Next.
- Select your exit date and time. Be as accurate as possible.

- You will now see a display of the car park options available for the dates/times entered with the price for those date/times entered:
- Click on “Select” in the box of the name of the car park  where you wish to purchase parking.
- You’ll then be required to enter your personal details and payment information. Fields marked with an asterisk (*) must be completed. Other fields are optional but you are advised to provide as much information as possible. Should something happen to your vehicle whilst you are away, then by entering your registration number we’ll be able to contact you if necessary.
- At the top of the page you have the opportunity to enter  a campaign code Rates include VAT and this will be shown on your order confirmation/receipt.
- Enter payment details at the bottom of the display.
- Click on “Submit” to confirm your payment. Tick the boxes to accept our “Terms and conditions”, a link to which you will also find on this display.
- You may also cross off the box to receive information from us.
- After clicking on “Confirm payment”, your order confirmation will appear. This will also be sent to your email address. You may print out the order confirmation immediately or from your email later. This order confirmation is also your receipt.
- If you wish to cancel or make changes to your booking you can do so by going to “Manage My Booking” via the link on the order confirmation display. You can also access “Manage My Booking” from our website.
- If you use our service regularly, we recommend that you make a profile in order to avoid having to submit your personal details every time. You make a profile by registering with us at the top of the display below “Log in/Register”.


General information


How do I find my reserved parking space?
When booking online you are not allocated a specific parking space. On arrival, you select any available parking space that is not marked as reserved or for blue badge holders (unless, of course, you are a blue badge holder).

What do I do if the signs say the car park is full or closed?
This is highly unlikely and the staff on site will do everything they can to accommodate customers who have booked on line. However we cannot always guarantee a space and in the unlikely event you cannot park having prebooked online, we will provide a FULL discount.

How far ahead can I book?
It’s possible to book up to 12 months ahead of your travel date – and once you’ve booked you are protected against any price changes.
What’s more if your travel plans change, you can change or cancel your booking. Refer to our “Terms and conditions” and other FAQS below for information about cancelling/changing a booking.

Can I book at short notice – for example, the same day?
Our car parks require a pre-booking period of at least 24 hours before your arrival time at the station car park. Alternatively, you can drive direct to the station car park  without booking in advance.

Is there a minimum or maximum stay at the car parks?
Some car parks have minimum and/or maximum stay periods. If you use the calendar at the start of the booking process, the parking options displayed will match your requirements. Thus, if you require parking for 3 weeks you will not be offered short stay parking. In general, the range is from 24 hours to 99 days.

How do I book disabled parking?
When the parking options appear click on “More information” to see which car parks have dedicated disabled parking. If you require a disabled parking space select a car park that offers disabled parking. Please note that we cannot guarantee a disabled parking space, since it is not possible to book these specifically. Remember your blue badge and make sure it is clearly displayed in your windscreen. Customers who use disabled parking without displaying a blue badge will be charged a regulatory fee.

I have a battery-driven vehicle. How do I book a parking space with a charger?
When the parking options appear click on “More information” to see which car parks have parking spaces dedicated to battery-driven vehicles. Select a car park that has battery-charging facilities. Battery-charging is currently free. Please note that we cannot guarantee a parking space with a battery charger, since it is not possible to book these specifically. Customers who use these spaces for vehicles other than battery-driven cars will be charged a regulatory fee.

How are parking charges calculated?
Long stay parking is priced per 24-hour period or part thereof. The number of “days” (24-hour periods) charged for when you book is calculated on the times you select when making your booking.
All prices shown are in GBP and include VAT at the current rate.

Is pre-booked parking always cheaper than normal drive-up rates?
The prices shown online and the normal drive-up rates (which you pay when you park without pre-booking) are somewhat different. Campaign prices and other discounts, for example, are only offered online.
Thus, online rates are generally lower or the same as drive-up tariffs. HOWEVER, where it doesn’t pay to book in advance is if your stay is a short one (i.e. less than 24 hours).

What is the drive-up rate for parking?
Drive-up rates (i.e. the price customers pay when not pre-booking) are shown at www.apcoa.co.uk. Drive-up rates are also displayed in the parking areas.


What payment methods are accepted?
The following credit and debit cards: Visa, MasterCard, Visa Debit, Maestro and Visa Electron are accepted. The customer is responsible for validity of the card. Invalid cards will be rejected. We don’t accept cheques, cash or other payment methods online.
When is the parking amount charged against my card?
Your credit or debit card is charged on completion of the pre-booking process.
Is there a booking fee?
We do not charge booking or debit card fees.
We may also charge a small fee for cancellations and amendments  to bookings (see below).

How do I know my payment details are secure with APCOA?
Our website uses industry-standard SSL encryption software. This protects your personal information, including credit or debit card details, and your name and address. You’ll know you are in a secure area of the website when a padlock appears in your web browser display, along with “https” instead of the usual “http” address. You will also see the following when you’re about to leave the secure area: “Are you sure you want to leave this area?”


Are there any vehicle height restrictions in the car parks?
This is covered under “More information” in the parking option display.
Multi-storey car parks have standard height restrictions. If you think your vehicle might be a problem, check “More information” before you book.
 

How to use “Manage My Booking”


How do I know that my order has been placed?
Once you’ve finished the booking process you’ll receive a confirmation email with a booking reference. You should print this out and bring it with you to the airport. More information is given below on the importance of having your booking reference/code with you.
If you don’t receive a confirmation email, please contact our customer service centre (see contact details at the bottom of this page). You may also generate a new confirmation email from “Manage My Booking”. You should also check your spam filter in case our confirmation email was treated as spam.

How can I get a new order confirmation/receipt sent by email?
Log in to “Manage My Booking” and click on the button to receive a new order confirmation.

I’ve made an order but can’t find the reference number
The reference number is at the top of the confirmation email Alternatively, you can go to “Manage My Booking” and enter your email address and post code. All bookings made with this email address and post code will be displayed. From the options available you can send yourself a new booking confirmation email.

What happens if I bring a different vehicle than on my original booking?
It’s always useful to enter your vehicle registration number on the booking form so that if something happens to the vehicle we know who to contact. However, you don’t have to specify the registration number, and therefore there is no problem if you use another vehicle, apart from us not being able to contact you if anything should happen as mentioned above.


Cancelling or changing a car park booking in “Manage My Booking”


Can I cancel a book if my travel arrangements change?
You may cancel a car park booking up to 24 hours before your time of arrival using the “Manage My Booking” page. You’ll get a full refund as long as we receive notification in time. Exceptions to this policy are if the price is strongly discounted or if it only applies to a short stay. Some bookings are fully refunded, while some will involve a cancellation fee. See our “Terms and conditions” for more information.

Can I change my booking if my travel arrangements change?
You may change or amend most bookings up to 24 hours before your time of arrival using the “Manage My Booking” page. Some bookings may not be changed; others may involve an admin fee (for example, strongly discounted parking).


Changing your booking to a LONGER period of stay will not incur an admin fee; you will only be charged for the additional time booked. The additional time will be charged at the price that is valid at the time of making the change. 

If the change is for the SAME period of stay as in the original booking (i.e. only the dates are changed), the price at the time of making the change will determine whether you have to pay an additional amount or are entitled to a refund. Some parking options are subject to an admin fee.

Please refer to our “Terms and conditions” for more information.

 

Arrival at the car park


What do I do when I get to the car park?
Once you’ve finished the booking process you’ll receive a confirmation email with a booking reference. You should print this out and bring it with you to the station car park. More information is given below on the importance of having your booking reference/code with you.

How do I find the right car park?
You’ll find a link to a map of the station on your booking confirmation/receipt. If you’re not familiar with the local area  you’re advised to print out the map so that you’ll know where to drive as you approach the station.  There is also a map at www.apcoa.co.uk

 

What happens if I forget to bring my booking confirmation/ with me?
It’s very important that you remember to bring with you your booking confirmation. However, if you do happen to arrive without it, contact the car park attendant via the call button. If you and the attendant have enough time, the attendant may be able to print you out a new barcode. However, the most likely outcome is that you will have to draw a car park ticket in the normal way as a drive-up customer. On your return should take this to the car park office, where the attendant will provide assistance.


Leaving the car park


What happens when I return to the car park?
Barrier Car Parks: Take your car park ticket and booking confirmation to the APCOA Customer Service Kiosk on-site. The APCOA staff will check your booking and Validate your exit ticket. Retrun to your vehicle and use the validated ticket to exit the car park via the barriers.

Non Barrier Car Parks: return to your vehicle and exit the car park following the exit signs

What if my car won’t start when I return to the car park?
Go to the nearest call-point button (usually by the barriers), contact the car park attendant and wait for assistance.

What do I do if my car has been damaged while I’ve been away?
This happens very rarely, but if it does you must report it to our car park attendants immediately and fill out a report. Failure to do so could result in problems with your insurance claim later. See “Terms and conditions” for more information.

 

 Contact us


How do I make a complaint?
Our aim is to provide the best customer service possible, but if you are not satisfied please let us know. Official complaints should be submitted in writing.

You can contact our customer service centre/ as follows:


EmailContact.us@apcoa.com
Phone: 01895 272500
Post: APCOA Parking, PO Box 1010, Uxbridge, UB8 9NT


If you have not found the answer to your query here, send us an email to the address above or call customer service direct.

We use cookies on this website to give you the best user experience, improve the site and to record usage information. By continuing to use this website, you are giving consent for the use of these cookies.
Accept
Read More