Why have I received a notification stating my child's pass was not scanned?

It can be alarming to receive a notification that your child’s pass hasn’t been scanned when you expected them to be on the bus. In most cases, this is due to a minor logistical issue rather than anything concerning.

Below are the most common reasons you may receive this alert and the steps you should follow.

You're receiving this message for these possible reasons:

• They are not travelling today, but their booking was not cancelled. If this is the case, please remember to cancel the bookings in the rider app or the web app so the driver is not waiting unnecessarily.
• The driver may have been unable to scan their boarding pass due to a technical issue.
• They are boarding at a later stop on this route today. If this is the case, you will get notified when they board.
• If you believe they have been picked up, please check with your child if they have a phone. If you have any concerns, please contact us via the support page for further help