I received incorrect notifications about my child's trip

We're sorry you are receiving incorrect notifications about your child's trip to & from school. Please read to understand why this might be happening and what to do.

"Laura & James's journey starts soon"

• Your child's booking has not been cancelled in the rider app or web-app: Unless you let us know your child is not travelling today by cancelling their booking, we will expect to board them at their pickup that day. You receive this notification when the driver departs from your child's pickup and they haven't boarded. This may result in delays if the driver waits unnecessarily for your children.

"James didn't board their trip"

• Your child's booking has not been cancelled in the rider app or web-app: Unless you let us know your child is not travelling today by cancelling their booking, we will expect to board them at their pickup that day. You receive this notification when the driver departs your child's pickup and they haven't boarded. This may result in delays if the driver waits unnecessarily for your children.
• Your child is boarding from a pickup other than the one shown on their pass: When a child boards from another pickup, you receive an incorrect notification when the driver departs your child's pickup and they haven't boarded yet. If you need to change your child's pickup stop for the rest of the pass validity period, please contact our team to get it changed so you stop receiving incorrect notifications.
• Your child is waiting at the correct pickup, the driver has not arrived yet, and you receive this notification: This is probably due to an error from the driver in the driver app.

"Laura has boarded their trip"

• Your child has not boarded their trip yet, and you receive this notification: It's possible you or your child has used the QR Code of another sibling by mistake. Another reason - although unlikely - is that another rider is using their QR Code to board the vehicle. Please get in touch with us to report this.

"Laura has arrived"

• Your child has not arrived yet at their destination, and you receive this notification: This is probably due to the driver incorrectly finishing the trip early in the driver app.

"Laura has arrived but wasn't scanned off"

• Your child has not arrived yet at their destination, and you receive this notification: This is probably due to the driver incorrectly finishing the trip early in the driver app.
• Your child boarded the vehicle, and you received this notification: This is probably due to the students disembarking before the driver was able to scan them off. If this were the case, please kindly remind your children to show their QR Code or RFID/NFC to the driver to be scanned off.