Passenger Management

Learn how to manage passengers during your route, including marking boarding status, sending notifications, and handling special situations.

Passenger List Overview

When you're on an active route, the Service tab shows your passenger list:

Information Description
Passenger Name Name of the student or employee
Status Icons Approach and attendance states
Action Button Tap for passenger actions

Passenger Information Display

Each passenger row shows:

  • Name - The passenger's name
  • Order number - Position in route (may be shown)
  • Status indicators - Notification bells and attendance action buttons
  • Pickup time - If configured

Pickup Route Actions

During a pickup route (collecting passengers):

Approach Notifications

When you get close to a stop:

  • System automatically calculates distance
  • Notification sent when within range
  • A bell icon shows the recorded approach notification status

Marking "Not Boarded"

If a passenger doesn't board:

  1. Tap on the passenger's row
  2. Confirm: "Not boarded notification will be sent. This cannot be undone. Confirm?"
  3. Tap Yes to confirm
  4. The app records the action and sends a "did not board" push notification to parents who have this alert enabled
  5. Status updates to show passenger didn't board

Important Notes

  • Cannot undo: Not boarded marking is permanent
  • Notification preference: The record is saved even when a parent's alert is disabled; push delivery also depends on their device and connection
  • Affects later notifications: This passenger won't get school arrival notification

Drop-off Route Actions

Drop-off routes have two phases:

Phase 1: Attendance at School/Company

Before leaving the destination:

  1. Route status shows "Preparing at School"
  2. Passenger list shows with toggleable status
  3. Review the list. Passengers initially remain included unless they have been marked as not boarding
  4. Tap the action beside an absent passenger to mark them as Did Not Board. Before departure, tapping again changes the selection back
  5. Check the selections, then tap Leave Institution and confirm. This saves the attendance actions and sends the corresponding departure or did-not-board alerts

Phase 2: During Drop-off

After leaving the school/company:

  1. Status changes to "Left School"
  2. Parents of included students receive the enabled "Left School" push notification
  3. Approach notifications sent as you near stops
  4. Use Send Did Not Board if a passenger's absence needs to be recorded during the trip

Status Indicators

Passenger rows show status indicators:

Icon Meaning
Yellow bell beside the passenger's name An approach event is recorded
Yellow bell beside Did Not Board An absence is selected or recorded
Red crossed-out bell The corresponding alert is disabled or skipped
Green Send Did Not Board button No absence is marked for this passenger
Red Did Not Board button The passenger is selected or recorded as absent

Understanding Notification Status

During Preparing at School, the did-not-board bell can reflect a local selection. Absence selections remain editable and are saved when you confirm Leave Institution.

After reopening a route, records made with an alert enabled or disabled can both show a yellow bell. Do not use its color as proof that an alert was sent, delivered, or read.

Automatic vs. Manual Notifications

GPS-Triggered Events

  • Approach notifications - Triggered when the driver's GPS position enters the passenger's configured distance from the stop
  • Arrival notifications - Triggered when the driver's GPS position reaches the school's arrival-distance threshold

Manual (Requires Your Action)

  • Not boarded - You mark the passenger; GPS does not determine who boarded
  • Drop-off attendance - You review the list and mark absences before departure
  • Departure notifications - Sent after you confirm Leave Institution, for included students whose parents have this alert enabled

The current trip alerts are push notifications. SMS messages sent by the office use a separate messaging workflow.

Passengers Tab

The third tab Passengers shows contact information:

Information Purpose
Passenger name Identify the person
Parent names Who to contact
Phone numbers Tap to call

Calling Parents/Passengers

  1. Go to Passengers tab
  2. Find the person you need to contact
  3. Tap the phone number
  4. Your phone dialer opens
  5. Complete the call

When to Call

  • Passenger not at stop after waiting
  • Urgent information to communicate
  • Verification needed
  • Emergency situations

Personnel Services (Employees)

For personnel/employee services, the process is similar:

  • Employees are listed instead of students
  • Contact info shows employee details
  • Driver passenger actions and approach notifications use the employee service's list
  • Employees can also record shuttle attendance by scanning the vehicle's QR code in their own app. See QR Code Scanning

If an employee outside the assigned list scans the vehicle QR, you receive an alert. Review the unexpected passenger and decide whether to approve their boarding. Approval adds their location to the current route, which can then be re-optimized. The scan records attendance; it does not change the route without driver approval.

Handling Special Situations

Passenger Not at Stop

  1. Wait a reasonable time
  2. If not appearing, mark as "Not Boarded"
  3. Continue with route
  4. The parent receives the push alert when their notification preference and device allow delivery

Multiple Passengers at Same Stop

  • May show grouped in the list
  • Mark each passenger individually
  • Some siblings might share a stop

Wrong Passenger Information

  • Report to administrator after route
  • Work with available information
  • Don't skip passengers due to data issues

Order of Passengers

The passenger list shows your route order:

  • First passenger is first stop
  • Order set by route optimization
  • Follow the order for efficiency
  • Use map for navigation between stops

Refreshing Passenger Status

The passenger list updates automatically:

  • Every 10 seconds during active route
  • Status reflects current state
  • Pull down to manually refresh

Best Practices

Accuracy

  • Mark passengers promptly
  • Double-check before marking "Not Boarded"
  • Verify passenger identity when possible

Communication

  • Use phone contacts when needed
  • Be professional in communications
  • Report issues to administrator

Efficiency

  • Follow the route order
  • Mark passengers as you go
  • Don't batch all marking at end

Troubleshooting

"Passenger not showing"

  • Pull to refresh the list
  • Route may need to be reloaded
  • Contact administrator if persistent

"Can't mark passenger"

  • Ensure route is active
  • Check you're on correct status phase
  • Try refreshing the screen

"Status not updating"

  • Check internet connection
  • Pull to refresh
  • May take a moment to sync

When a Parent Marks Won't Ride

On a school route, a row can show Parent: won't ride. A parent or the office set that for the day. Employee shuttles do not show this badge.

  • The stop stays on the list
  • Not in navigation leaves that stop out of the directions
  • Included in navigation puts the stop back into the directions
  • If every stop is excluded, the app says No stops included in navigation. Include at least one stop

You do not clear the mark yourself. The parent clears it in the app, or the office clears it in the panel. Details are in Will Not Ride.

Next Steps:

Last updated: October 9, 2026