Welcome to our FAQ section! Here, 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 merchanttaylors@studentsafe.com or calling at 0151 453 5615.
Our customer service team is available Monday to Friday between 9am and 5pm to assist you with non-urgent enquiries.
Who can use the service?
The service is available to pupils in both the Prep and Senior Schools at Merchant Taylors’
Can I track my child’s journey?
Yes. The app provides real‑time GPS tracking so you can follow your child’s journey to and from school.
Will I receive notifications?
You will receive app alerts for pick‑ups, drop‑offs, delays, or route changes
Is the service safe?
StudentSafe provides trained drivers with DBS checks, monitored routes, and live tracking to ensure pupils travel safely.
How do I register?
To register, simply click on the “register” button located in the bottom right corner of the parent app. You’ll need to provide your email address, which must match the one you’ve registered with the School for security reasons. The system will then send a One Time Passcode (OTP) to your registered mobile number for verification. Once entered, you’ll be prompted to set up your password.
My email will not work when registering?
If your email address doesn’t match the one registered with the School, please contact mis@merchanttaylors.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’s likely that your mobile number doesn’t match the records held by the School. Please contact mis@merchanttaylors.com to update your details.
Where can I find the bus routes and timetables?
You can find detailed bus routes and timetables on this website. Explore each route to see bus stops and departure/arrival times.
What if I would like an additional stop?
Our service can be flexible and additional stops can be added if there’s enough demand and if they fit within the current routes. Feel free to contact us at merchanttaylors@studentsafe.com for assistance.
What if I need different stops/routes during the week to accommodate my child’s regular travel?
While split bookings aren’t available, we understand exceptional circumstances may arise. Please email us at merchanttaylors@studentsafe.com for assistance.
How will billing work?
What are the booking options for my child on the Merchant Taylor’s Home-To-School service for this academic year?
Single or return bookings can be made for a minimum of five days a week. Ad hoc bookings are also available (depending on bus capacities) at a price of £6 per journey and must be paid at time of booking.
If I book my child on the bus but they do not travel, will I still be charged?
Yes, as the seat is reserved for your child, no other student can take that seat.
If I cancel my booking after half a term, will I get a refund?
No, billing is for the whole term to facilitate route planning and capacity prediction.
If I start my booking after half a term, will I be charged less?
No, billing is for the whole term. This allows us to plan the routes, stops and bus capacity.
How do I cancel / give notice for the bus service?
All bookings are termly and must be made in advance. 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 merchanttaylors@studentsafe.com, and we’ll 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 hasn’t arrived, contact the StudentSafe control centre at 0151 453 5615.
What if my child misses the bus?
While we recommend being at the stop at least 5 minutes early, our buses should not depart before their allocated time.
If your child misses the bus, you’ll need to arrange their journey to School and please notify us at merchanttaylors@studentsafe.com