Welcome to our Things you need to know section, where you’ll find a compilation of frequently asked questions regarding our services.

If you can’t find the answer you’re looking for or need further assistance, don’t hesitate to contact a member of the StudentSafe team by emailing Farnborough-hill@studentsafe.com or calling at 01252 414015.

Our customer service team is available Monday to Friday between 9am and 4pm to assist you with non-urgent enquiries.

 

How do I register for the app?
Download the StudentSafe App on Apple Store or Google Play and click on the “register” button. You will need to provide your email address, which, for security reasons, must match the one you have registered with the School. The system will then send a One Time Passcode (OTP) to your registered mobile number for verification, again this must match the one registered with the School. Once entered, you’ll be prompted to set up your password.

My email will not work when registering?
If your email address does not match the one registered with the School, please contact farnborough-hill@studentsafe.com to update your details on the School’s system.

When registering my email, I didn’t receive a 6-digit code?
If you didn’t receive a code, it is likely that your mobile number doesn’t match the records held by the School. Please contact farnborough-hill@studentsafe.com to update your details.

 

How do I make a booking for the term?
Your initial termly booking should be made via the form on the Transport page of the School website. Bookings after this will automatically roll over to the next term unless you tell us differently, with the correct notice, by contacting the School on transport@farnborough-hill.org.

Bookings are only available for daily return journeys every day.  However, morning or afternoon-only places may be booked subject to space availability, please contact us on transport@farnborough-hill.org. Should there be a demand on the route for full time places, a morning or afternoon place must either be upgraded to full time, or relinquished.

Bookings are on a first-come, first-served basis, and the school will try to accommodate all requests.

How do I make an adhoc booking?
Please download the StudentSafe app and create an account. You do not need to have a termly booking to make an adhoc booking, but there does need to be availability.

Same day bookings can be made by 6.00 am for pickup or by 3.00pm for the afternoon drop off. Any bookings made after these times may not be registered by the driver and your daughter may not be collected.

My daughter has a friend staying, can I book a seat for her?
Her parent will need to set up an account on the StudentSafe app and make an adhoc booking, assuming there is availability.

 

Where can I find the bus routes and timetables?
You can find detailed bus routes and timetables on this website or the Transport page of the main School Website. Explore each route to see bus stops and departure/arrival times.

What if I would like an additional stop?
We endeavour to be flexible, and additional stops can be added if there is enough demand and if they fit within the current routes. Please contact us on transport@farnborough-hill.org for assistance.

What if I need a different stop or route during the week to accommodate my child’s regular travel?
While split bookings are not available, we understand exceptional circumstances may arise. Please contact us on transport@farnborough-hill.org for assistance.

How do I change my schedule?
In the “My Bookings” section of the app, click on the “edit schedule” button. From there, you can switch between the morning and afternoon routes and adjust your schedule accordingly. Remember to save your changes.

 

How does billing work?

• Termly bookings are invoiced.
• Adhoc bookings along with the relevant payment is processed through the StudentSafe app at the time of booking to confirm your daughter’s seat.
• Payment must be made via debit/credit card on the booking portal.
• The cost can be found on the bus routes on the main transport page of the School website.

If I book my daughter on the bus but they do not travel, will I still be charged?
Yes, as the seat is reserved for your daughter, no other pupil can take that seat.

If I cancel my booking after half a term, will I get a refund?
No, as per our Terms & Conditions one full term’s notice in writing is required.

If I start my booking after half a term, will I be charged less?
Yes, charging will be pro-rata of the full term.

How do I cancel / give notice for the bus service?

• Notice should be given to the Transport Manager via transport@farnborough-hill.org.
• One full term’s notice in writing is required to cancel your daughter’s place, failing which a term’s fee will be charged in lieu. A full term’s notice is also required in writing to reduce to a part-time place. This also applies to girls in Year 11 or Upper Sixth who might want a part-time place for the Summer term.
• If you wish to cancel partway through the term, you will still be charged for the remainder of that term.

What if I need to amend my travel arrangements before the start of term?
Please email us at transport@farnborough-hill.org, and we’ll assist you.

What if I need to amend my travel arrangements after the start of term?
Please email us at transport@farnborough-hill.org, and we will assist you.

 

What to do if the school bus is running late?

• Wait at your stop for 10 minutes after the scheduled pick-up time.
• Check the StudentSafe parent app for bus tracking and updates.
• If the bus is going to be more than 10 minutes late you will receive a message from StudentSafe.

What if my daughter misses the bus?

• We recommend being at the stop at least 5 minutes before the published pickup time, our buses should not depart before their allocated time.
• If your child misses the bus, you will need to arrange their journey to School
• Please notify StudentSafe on 01252 414015 as it may be possible to hold the bus at the next stop.