Frequently Asked Questions
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 collegiate@studentsafe.com or calling 0117 463 5328.
Our customer service team is available Monday to Friday between 9am and 4pm to assist you with non-urgent enquiries.
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 collegiate@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's likely that your mobile number doesn't match the records held by the School. Please contact collegiate@studentsafe.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 may be added where there is sufficient demand and they fit within existing routes.
To request a new stop, please complete our short form for review by StudentSafe. All requests are assessed at the next half term or end of term, whichever comes first. If you have any questions or need help completing the form, feel free to contact us at collegiate@studentsafe.com.
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 collegiate@studentsafe.com for assistance with such bookings.
How will billing work?
Charges Academic Year 26/27
| Route | Termly Booking
(price based on return journey, 5 days a week) |
Termly Booking
(price based on Single journey (AM or PM), 5 days a week) |
Non-termly Price
flexible bookings (price is for a single journey) |
| Thornbury & Chipping Sodbury | £455.40 | £227.70 | £4.68 |
| Stoke Bishop & Lyde Green | £258.75 | £129.38 | £3.12 |
| Shirehampton via South Bristol | £455.40 | £227.70 | £4.68 |
What are the booking options for my child on The Collegiate School, Bristol's Home-To-School service for this academic year?
Termly bookings can be placed when the booking window opens and ad hoc bookings can be placed once the second week of term starts.
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?
While bookings are for the whole term, we understand exceptional circumstances may arise. Please email us at collegiate@studentsafe.com for assistance with such bookings.
How do I cancel / give notice for the bus service?
All bookings are termly and must be made in advance.
Bookings are fixed until the end of each term. Any bookings made but not used are non-refundable. A minimum of five regular bookings per week must be in place. These may consist of five AM journeys, five PM journeys, or a combination of AM and PM journeys.
To withdraw from the Autumn Term 2026 service, half a term’s notice must be provided via email. This notice must be received by Friday 22nd May 2026. If notice is not received by this date, charges for the term will still apply.
The same notice period applies for future terms. For example:
To withdraw from the Spring Term 2027, notice must be given by Friday 16th October 2026.
To withdraw from the Summer Term 2027, notice must be given by Friday 12th February 2027.
Please contact collegiate@studentsafe.com to provide half a term’s notice.
How do I request a refund?
For full details, please view our Refund Policy (PDF)..
What if I need to amend my travel arrangements before the start of term?
Please email us at collegiate@studentsafe.com, and we'll assist you.
What if I need to amend my travel arrangements after the start of term?
Please email us at collegiate@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 0117 463 5328.
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 collegiate@studentsafe.com.
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.
Replacement fobs can be obtained from the Schools Finance Office. Please note that a replacement fee of £2 will apply.