Frequently Asked Questions (FAQs)
How do I book a pick-up for my child?
Answer: You can book a pick-up by logging into your account on the SmartBus Jamaica app or website. Simply fill out the order form, specifying the pick-up and drop-off locations, times, and dates.
Can I schedule recurring orders?
Answer: Yes, you can schedule recurring pick-ups and drop-offs by opting for Bulk Scheduling. However, at this time, Bulk Scheduling must be facilitated by the admin team, so please contact customer service to arrange this.
How do I track the bus in real time?
Answer: Once your service booking is confirmed, you will receive a tracking link. This link allows you to monitor the bus's location and get real-time updates on estimated arrival times for both pick-up and drop-off.
What should I do if I need to make changes to my booking?
Answer: If you need to change the pick-up or drop-off details, please contact the customer service liaison or admin team as soon as possible. They will assist you in making any changes, but note that changes must be made in advance of the scheduled service time.
How can I file a complaint or provide feedback?
Answer: You can submit a complaint or provide feedback through the SmartBus Jamaica app or by contacting our customer service team. Feedback is critical to improving our services, and all complaints will be addressed by the admin team in a timely manner.
What payment methods are accepted?
Answer: We accept payments through online payment links, credit or debit cards, and bank transfers. Please note that cash payments are not accepted, and payments must be made before the service is executed.
What happens if the bus is delayed?
Answer: In the rare event of a delay, you will be notified through the app and receive real-time updates on the estimated arrival time. Our customer service team will also be available to provide support if needed.
Is the SmartBus service available during holidays?
Answer: Service availability during holidays may vary. Please check the app or contact customer service to inquire about special schedules during public holidays or school breaks.
Can I make a special request for my child’s drop-off?
Answer: Yes, special requests (such as drop-off at a different location on certain days) can be accommodated. Please ensure you communicate any special requests to our admin team in advance to avoid any confusion.
Can I contact the driver directly?
Answer: No, for safety reasons, parents should not contact drivers directly. All communications regarding service issues should be directed to the admin team or customer service liaison via phone, online chat, WhatsApp, or email. This helps ensure that drivers stay focused on safely transporting the children.
Can I book a same-day pick-up?
Answer: Yes, same-day bookings are available. However, you must book at least 4 hours in advance before the scheduled pick-up time to ensure availability.
How will I know if my child has been safely dropped off?
Answer: You will receive a notification once your child has been dropped off. In addition, drivers are required to collect a signature from the designated individual at the drop-off point and take a photo of the child being delivered, which will be sent to you for confirmation.
Can I cancel or reschedule a service?
Answer: Yes, you can cancel or reschedule a service by contacting the admin team. However, cancellation policies may apply, depending on how soon before the scheduled service you request the change.
How do I contact customer service if I have a question or concern?
Answer: You can contact our customer service team via phone, online chat, WhatsApp, or email. Our admin team is available to assist you with any inquiries or concerns you may have about your service.
Are there any age restrictions for children using the SmartBus service?
Answer: SmartBus Jamaica is designed to serve school-age children, from kindergarten through high school. If you have specific concerns about age requirements, feel free to contact our customer service team for more information.