Frequently Asked Questions

Welcome to our FAQ 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 westholme@studentsafe.com or calling 01254 946 877.

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

How do I register?

Simply click the register button on the portal home page. It is located in the top right corner of the page. The portal will ask for your email address. This must match the email address (for security reasons) that you have registered with the school. The system will then text you a One Time Passcode to your registered mobile number. Once entered you will be able to set up your password.

My email will not work when registering? 

Your email address does not match the email registered with the school. Please contact the school on secretary@westholmeschool.com to update your details.

When registering my email, I didn’t receive a 6 digit code? 

If you do not receive a code then your mobile telephone number does not match the records held by the school. Please contact the school on secretary@westholmeschool.com to update your details.

Where can I find the coach routes and timetables? 

Coach routes and timetables can be found on this website. Here you can view each of the routes in detail with coach stops and departure/arrival times.

What if I would like an additional stop? 

Our service can be flexible, and we are able to add additional stops if there is sufficient demand and any proposed additional stops fit within the current routes. It is always worth asking! Please contact us at westholme@studentsafe.com for assistance.

What if I need different stops/routes during the week to accommodate my child’s regular travel?

If journeys need to be made on different routes, you can simply click the routes you require per day.

If journeys need to be made on the same route, but for different stops, please contact westholme@studentsafe.com and we will assist you with this booking.

How will billing work?

Please also refer to the Terms and Conditions and see the Payment and charges section.

As before, payment will be handled by the school directly and parents will be billed at October half term for the Autumn term to allow routines to settle. Coach fees will then be billed in advance for the Spring and Summer terms, in January and April.

What are the booking options for my child on the Westholme home to school service for the next academic year?

The booking portal will be live to make regular journey bookings for the Autumn 2024 term, during the summer holidays.

Ad-hoc journeys can be made once term starts in September 2024.

If I book my child on the coach but they do not travel, will I still be charged?

Yes. As you have booked a place on this coach, no other student can take that seat.

If I cancel my booking after half a term, will I get a refund?

No. Parents will be billed at October half term for the Autumn term but the Spring and Summer terms will be billed in advance according to what has been booked. This allows us to plan the routes, stops and predict capacity in advance.

If I start my booking after half a term, will I be charged less?

No. Parents will be billed at October half term for the Autumn term but the Spring and Summer terms will be billed in advance according to what has been booked. This allows us to plan the routes, stops and predict capacity in advance.

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

There is no change here; bookings are required to be made in advance of each term. If you wish to cancel your child’s coach provision part way through the term, you will still be charged the full amount for the remainder of that term.

What if I need to amend my travel arrangements before the start of term?  

Please email westholme@studentsafe.com and we will assist.

What to do if the school coach is running late?

Our coach companies make every effort to minimise delays, but sometimes these can be out of their control (roadworks etc). Please wait at your stop for 10 minutes after your scheduled pick-up time.  If the school coach has still not arrived 10 minutes after your scheduled pick-up, please contact the StudentSafe on 01254 946 877.

What if my child misses the coach? 

We recommend students are always at the coach stop at least 5 minutes before departure. It is our normal procedure to request that students do not wait in cars until the coach arrives. Coaches should not depart before their allocated time but if there is no one waiting at the stop the driver may proceed without stopping.

If your child does miss the vehicle, however, you will need to organise their journey to school yourself. Please notify the team at westholme@studentsafe.com if this is the case.

Fobs
Pupils will receive fobs for easy boarding and disembarking.
These provide live tracking for your child’s journey to and from school, to ensure accurate parent notifications are sent via the StudentSafe Parent app.