Aylesbury train station RingGo parking system branded an 'absolute shambles'

A member of the public has criticised a cashless parking service for being “needlessly complicated” – and which they claim almost caused them to miss a critical appointment.

Thursday, 27th May 2021, 4:19 pm
Updated Thursday, 27th May 2021, 4:20 pm
A member of the public has criticised a cashless parking service for being “needlessly complicated”

A Bucks resident said the “nightmare” cashless parking platform RingGo, at Aylesbury station car park, saw them get back in their car after more than ten minutes of trying to register their vehicle, so they could look for another space elsewhere and not miss an important meeting.

The individual, who took their car to Aylesbury on Tuesday morning, said they arrived at the station car park just after 10am and attempted to pay for their vehicle using RingGo for the first time.

But when they tried to call the phone number RingGo provides on the signage, it could not accurately log a vocal instruction detailing the car registration, make, and colour, they said.

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Then, when they attempted to text the service with the same details, they were told to call another number, but the automated service said it was not possible to proceed.

Finally, when the person downloaded the app, the app did not accept the six-digit verification code it issued.

They are now worried about being charged for visiting the car park – even though they did not use it.

“I was on time arriving at the car park, but all this confusion almost caused me to be late for an important appointment,” they said.

“It was just so overly-complicated and inefficient, and I was already against the clock getting to my appointment so in the end I just left the car park after 10 or 15 minutes to park elsewhere.

“Now I’m worried I will be unfairly charged a penalty just for visiting the car park – even though I didn’t use it – because there are cameras recording who enters and leaves.

“RingGo’s service is so needlessly complicated to use, and their website is just as bad when trying to follow up with feedback.

“Were it an elderly or vulnerable person using the site with the same time pressures, they would have almost certainly been delayed. It’s a nightmare.”

Another resident said the app is an “absolute shambles”.

A RingGo spokesman said: “We can confirm that our platform was performing normally at the time the issue was reported. We take any issues our customers have using our services very seriously and would welcome the opportunity to speak with the customer directly to hear any feedback they may have.

“RingGo provides cashless parking payments on behalf of Chiltern Railways via our app, website, IVR and SMS payment channels. In addition, customers are supported by a dedicated call centre based at our headquarters in Basingstoke if for any reason they have an issue when attempting to register for the first time. We also offer live chat via our app and website for additional support in real time.

“Customers parking with Chiltern Railways can also utilise a ticket machine or pay via the ticket office within the station itself.”

A Chiltern Railways spokesman added: “We’re sorry to hear that a customer had issues paying for their parking at Aylesbury station.

“We try to make it as easy as possible for customers to pay to park at our station car parks – as well as paying using RingGo, customers can also pay for parking using our ticket vending machines and ticket offices during opening hours.

“We have a 20-minute drop-off time and can confirm that the customer will not incur a penalty.”