School transport frequently asked questions

While we expect all our buses to run on time, unexpected delays and problems may occur. If your school/college bus does not arrive, wait at the bus stop until 30 minutes after the bus is due, then ring the council's education transport hotline on 01225 713 365. We will then contact the company for you and arrange alternative transport if necessary.

Information on school and college buses in Wiltshire can be obtained by ringing the council's education transport hotline on 01225 713 365.

Students who are being issued with a bus pass by the council should also find this information included on the backing card onto which the pass is attached. Remember that students should always be at the bus stop 5 minutes before their bus is due.

In order to avoid the risk of overloading, school buses can normally only be used by children or students who have been issued with a bus pass for that route by Wiltshire Council. However, there are a few exceptions so to check if this rule applies on your route, ring the council's education transport hotline on 01225 713 365.

Students are only able to travel on the bus for which their pass has been issued. If there is more than one bus serving your area, it may be possible for you to change buses if there is space available - ring the council's education transport hotline on 01225 713 365 to find out if this is possible. Also ring this number if you wish to change your pickup point.

We regret that it is not possible to provide extra transport for those students who choose to stay behind for extra-curricular activities. However, occasionally, we may be able to arrange for your bus pass to be accepted on an ordinary bus service if one is available at no extra cost - Ring the council's education transport hotline on 01225 713 365 if you need this facility.

Ring the bus company direct on the telephone number shown on the backing card which the bus pass was attached to. If you cannot find this, ring the council's education transport hotline on 01225 713 365 and we will do our best to help.

Note that it may take a few days for your property to be recovered and that you may have to go to the company's office to collect it. A small administration fee may also be charged by the bus company.

Listen to your local radio station to see if your school is closed or if the bus has been cancelled. All Wiltshire school closures will be notified by local radio stations. Alternatively parents can either ring the school or visit the school's website for further information.

If there is no announcement, go to your pickup point for the normal time. If the bus has not arrived 30 minutes after it is due, ring the council's education transport hotline on 01225 713 365 for advice. In bad weather, it may be necessary for the bus company to cancel the morning school journey at short notice if they do not believe that they can reach the school safely.

Should a school close part-way through the day parents will be contacted to arrange the early return of school pupils. Transport operators will endeavour to run their normal service early, unfortunately this may not be possible for the bus service. For pupils whose parents cannot be contacted, arrangements will be made to keep them at school until the end of the day at which point they will be transported home as normal.

Other than this, drivers will be expected to use their discretion whether a road is passable or not. Parents, guardians and teachers can help operators by advising them of adverse weather conditions in their locality.

Drivers may choose to abandon a journey if driving conditions are deteriorating. In these circumstances, the children will be returned home. If the driver takes the decision to cancel the journey to school then they will have no responsibility for conveying the child home should the child access the school by some other means.

In the event of an accident or breakdown, stay on the bus unless it is unsafe to do so. Follow the advice of the driver - if there is likely to be a delay, they will normally seek help by telephone.

Do not make your own arrangements to get to school or home without first contacting the school or your parents. Drivers will have access to a mobile phone or radio so that they can endeavour to maintain contact with their base, the school they serve and the passenger transport unit.

Additional equipment and baggage will only be carried if there is room and it can be safely stored or secured.

Travelling on home to school transport should be a safe and pleasant experience for everyone. Bad behaviour on school transport can be dangerous and affects the safety of passengers. If you have any concerns regarding incidents of misbehaviour, bullying, vandalism or smoking on transport or at the bus stop, report it to a member of staff at school or the transport support and training team who together will be able to resolve the issue and ensure a satisfactory outcome.

Wiltshire Council has the right to withdraw entitlement to transport, both temporarily or permanently, following a student causing a disruption or jeopardising the safety of other passengers. In this case transport becomes the responsibility of the parent, along with any cost of repairs for deliberate damage.

To report an incident on school transport contact the passenger transport unit.

See our page Safe school transport

Go to student services/school office and request a lost ticket form which includes a 2-week temporary pass.

Ensure the replacement charge of £15 is paid before the temporary pass expires, so a new pass can be issued. Contact Passenger Transport to obtain the student reference number and then pay online at Lost student bus pass payment (opens new window).

Alternatively, payment can be made by credit or debit card over the phone on 0300 456 0100. Ensure you obtain the student's individual reference number from passenger transport before making the payment.

Go to student services/school office and request a replacement ticket form which includes a 2-week temporary pass. Return the damaged pass with the top portion of the form for a free replacement pass to be issued.

Go to student services/school office and request a replacement ticket form which includes a 2-week temporary pass. Return the incorrect pass with the top portion of the form for a free replacement to be issued.

Send your bus pass back to the passenger transport unit so that it can be cancelled.

Refunds may be given depending on when the returned pass is received (if paid for previously).

If your child has a statement of special educational needs, refer to the education transport policy document - available on request from educationtransport@wiltshire.gov.uk (opens new window) or telephone 01225 712 852.

Transport may also be provided in exceptional circumstances such as a temporary emergency move or short term medical condition. Contact the passenger transport unit to discuss what help may be available.

If you are unhappy about a decision which has been made regarding transport entitlement for your child, you can pursue your request further. You should submit in writing the circumstances to be considered to the education transport entitlement manager. Email to educationtransport@wiltshire.gov.uk (opens new window).

If your application is refused again, you can request for your case to be heard by the appeals panel. The panel will consider all aspects of your case and provide a response within 3 days of the hearing. This is the last avenue of appeal within the council. For further details on this appeals procedure and to request a form, contact democratic services at committee@wiltshire.gov.uk (opens new window).

If you suspect that your child may be being bullied whilst travelling to or from school, report the matter to the school and to the transport support and training team within the passenger transport unit. The team will request a drivers report, obtain CCTV evidence (if available) and a bus prefects report. The issues raised will then be investigated.

Contact the transport support and training team within the passenger transport unit and give details of your child's transport with your specific concerns. Depending on the concerns raised, the team will then implement a full investigation and take any necessary action to ensure that the concern is resolved in the shortest possible time.

If you live less than the 2 or 3 miles but you are concerned about the safety of children who may have to walk the route to school, help with transport may be provided in some instances. Contact the passenger transport unit to discuss your case.

The passenger transport unit produces a leaflet entitled "Safe School Transport". This leaflet contains information about timings, alterations, safety and behaviour and is  produced to ensure your child has a safe and pleasant journey. If you haven't already received a leaflet contact the passenger transport unit or visit our page Safe school transport. You can also request a copy of our passenger transport health and safety policy - email: educationtransport@wiltshire.gov.uk (opens new window) or telephone: 01225 712 852.

Yes, if the vehicle that your child is transported on is fitted with them, they must be worn. From May 2006, it became a legal requirement for all passengers to wear a seat belt on buses and coaches with seat belts fitted.