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 crosfields@studentsafe.com or calling at 0118 230 3970.

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

Which year groups are allowed to use the bus service?
This service is available for Year 3 and above. Please contact the school to discuss this further should you need to. Requests for students to travel on the bus service that are younger will be granted on a case-by-case basis.

How do I register?
To register, simply click on the "register" button located at the bottom 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 office@crosfields.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 office@crosfields.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 crosfields@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 crosfields@studentsafe.com for assistance.

How will billing work?
Please also refer to the Terms and Conditions and see the Payment and Charges section.

Payment will be handled by the school directly. Parents are able to book regular journeys for the Autumn 2024 term during the summer holidays. Billing will be issued by the school after the portal closes for regular bookings.

The portal will then re-open for ad-hoc bookings. Billing will be issued by the school thereafter for these ad-hoc journeys.

What are the booking options for my child on the Crosfields Home-To-School service for this academic year?
The booking portal will be live for regular journey bookings to be made 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 bus but they do not travel, will I still be charged?
Yes. As you have booked a place on this bus, 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.

If my child is sick or not going to be in for the day, do I need to cancel for that day, even though I have paid for it?
Yes, even though the booking will not be refunded. Cancelling travel when you know it is not needed, ensures the service runs more efficiently as the drivers and staff at school have the most accurate boarding information.

What if I need to amend my travel arrangements before the start of term?
Please email us at crosfields@studentsafe.com, and we'll assist you.

What if I need to amend my travel arrangements after the start of term?
Starting September, you'll be asked to update your booking to reflect your child's schedule for the upcoming term.

What to do if the school bus is running late?
Our travel companies make every effort to minimise delays, but sometimes these can be out of their control (i.e. roadworks). 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 0118 230 3970.

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 crosfields@studentsafe.com