Frequently Asked Questions

Add your child under My Children, then go to New Booking, pick the child, choose their academic year and boarding point, and select how you'd like to pay.

Yes. Add each child to your account first, then create a separate booking for each one from the New Booking screen.

An account, and your child added to it.

Adding your child takes their name, date of birth, school, the route and stop they will use, and a photograph of them. The photo is required because it appears on their bus pass.

It appears on their bus pass, so the driver can see at a glance who is boarding the coach.

A head-and-shoulders photo is best. You can change it at any time from your account.

Yes. Each child is added separately with their own school, route and stop, so children at different schools can both be on your account.

Please ring the office on 01525 376077. Whether a change is possible depends on the space on the other route, so it is not something you can switch yourself.

Ring the office on 01525 376077 or email info@marshalls-coaches.co.uk and let us know. Please do not simply stop paying, as the balance stays owing until the booking is closed.

Once the booking is confirmed and the date passes on which that ticket's passes become available — usually the 1st of August for the school year ahead.

It is then in your account, ready to print or show on a phone.

Yes. Each school year has its own pass with its own QR code, so last year's pass will not board this year's coach.

Download the new one from your account when it becomes available, and throw the old one away.

Yes. The driver scans the QR code on the pass as your child boards, which is how we know who is on the coach. A printed pass or one on a phone screen both work.

Download it again from your account and print a fresh copy. The QR code is the same one, so nothing needs reissuing. If you cannot get into your account, ring the office on 01525 376077.

Usually because it is a pass from a previous school year. Each year has its own.

It can also happen while a balance is unpaid or a Direct Debit has failed. Ring the office on 01525 376077 and we will tell you which it is.

You can:

• Pay a deposit now and the balance later
• Pay the full amount in one go by card
• Spread the full amount over 10 monthly instalments by Direct Debit

If you paid a deposit, the remaining balance can be paid from your booking page at any time before the start of term — either in one card payment or over monthly instalments.

Yes. As well as paying in full by card, you can set up a Direct Debit and pay in ten monthly instalments.

You choose which when you book.

You pay a deposit to secure the place and the balance follows later. Your account shows what is still outstanding, and the balance needs settling before the travel period starts.

Your account shows it against the booking — paid in full by card, Direct Debit with ten monthly instalments, or deposit paid with a balance to follow.

We will be in touch. Please be aware that a pass can stop scanning as valid while a balance is outstanding or a Direct Debit has failed, so it is worth sorting out quickly.

If you think a payment has failed, ring the office on 01525 376077.

Please ring the office on 01525 376077 to talk it through. Refunds depend on the point in the year and the ticket, so it is not something we can answer the same way for everybody.

Routes have a limited number of seats per academic year. If your child's route shows Route Fully Booked, please contact the school office — we may be able to add capacity.

Your account shows the timetable for your child's own route, with the time at every stop on it.

Times are for school days, Monday to Friday.

At least five minutes before the time shown. A coach that is running slightly early cannot wait, so arriving on the minute is a risk.

Yes, in the Marshalls app. While the driver has the route running you can see the coach moving on a map.

You will not see it before the driver starts the route or after they have finished it, because there is nothing to show.

Either the driver has not started the route yet, has already finished it, or is somewhere without a mobile signal.

Some parts of the routes have no coverage at all. When that happens the app tells you where the coach was last seen rather than leaving a pin that looks live.

Please keep your child at the stop and check the app to see where the coach is.

If it is well past the time and you cannot see the coach, ring the office on 01525 376077 and we will find out what is happening.

Go to book for your child as usual. If there is nothing on sale for them at the moment, you will be offered a place on the waiting list for their route, and joining takes one click.

Your place is then shown in your account.

Your account shows your position once you reach the top ten.

Below that it tells you that you are on the list without giving a number. If you would like to know exactly where you are, ring the office on 01525 376077 and we will tell you.

Because a number on its own is misleading. A place in the nineties sounds hopeless, when in practice the list moves a good deal more than it looks as though it will.

Once you are close enough for the number to mean something, you see it.

Strictly the time you joined. The earliest to join is first, and nothing reorders the queue.

The list is open all year, so a family who asks in June sits ahead of one who asks in September.

No. Being released means you are now able to buy, not that a seat is reserved.

Several families are released at the same time and the coach closes as soon as it is full, so please buy as soon as you can rather than leaving it a week.

Not into their release — you wait for the next one.

If somebody ahead of you withdraws from the list altogether, everybody behind them does move up.

No. Rejoining gives you a new join time, which puts you at the back. That is the only fair outcome for anyone who joined while you were off the list.

Yes, it is open all year round. Joining earlier gives you a better place, so there is no reason to wait until the new school year is close.

Yes. You can add as many email addresses and telephone numbers as you like in your account, and we will use them all.

An address you add receives nothing until somebody clicks the confirmation link we send to it, which stops a mistyped address quietly receiving your family's details.

No. You always log in with the email address the account was set up with. Anything you add is for us to contact you on.

Use the "Forgot your password?" link on the login page and we will email you a link to set a new one. It goes to the address your account was set up with.

You can update your details in your account. If you are moving house and it affects which stop your child uses, please also ring the office on 01525 376077 so we can check the new stop.

Every reminder and invitation we send carries an unsubscribe link at the foot, and it stops that kind of email only.

Booking confirmations, receipts and password resets always go out, as you need those.