*UPDATE, 9/27, 5:30 p.m. – The transportation customer service phone lines are currently limited due to a telecommunication repair issue. This repair is part of an upgrade to improve the overall system. The provider is working to get all lines functioning as soon as possible.*
For the best service during these repairs, parents may call the Customer Service Center under these circumstances:
- to confirm the whereabouts of a bus
- to locate a student
- to report a bus that did not arrive at an a.m. stop
Transportation staff are still using valuable parent feedback to highlight problem routes or areas. Parents are urged to use the online feedback form under these circumstances:
- to report buses that are arriving late
- to provide feedback on routes
Parents must still complete a Transportation Service Request form for the following requests:
- stop change
- no stop
- unsafe stop
- new student
- address change
Please note, if you have already completed a form, please be assured that your feedback has been received. Staff members are taking information, using it to highlight key areas that need review, and taking action. Because of the large volume of reports, staff members are unable to respond individually to every phone message or online submission. Transportation requests, stop changes and other queries sent through the Transportation Service Request form are being processed as quickly as possible.
Original post:
On Monday, September 24, the WCPSS Transportation Department will launch a new, centralized Transportation Customer Service Center in order to better serve our 75,000 bus riders and their families.
Instead of calling one of the 15 individual transportation districts across the county, parents and staff may now call (919) 856-7890 from 8 a.m. to 8 p.m., Monday through Friday, to reach one of our customer service representatives.
With a centralized office, our customer service representatives will be better equipped to provide timely information on mechanical failures and other delays, and to contribute to more timely resolution of transportation-related issues.
Beginning Monday, all calls placed to transportation district offices will automatically redirect to this main number. Callers who reach the center after hours will be asked to leave a voice message with their name and contact information, the student’s name, bus route, bus stop and other pertinent information.
Because of the high volume of voice mail messages the district has experienced in the past several weeks and feedback from callers that mailboxes were full, the call center will be equipped with significantly increased voice mail capacity.
In addition to calling the Customer Service Center, parents may continue to contact transportation by filling out our online feedback form, or emailing transportation@wcpss.net with the student’s route number (indicate morning or afternoon), bus stop, student’s first and last name and parent’s daytime contact information. To request a new stop, parents may continue to use our current stop request form.
The establishment of a central Transportation Customer Service Center is one of several steps WCPSS will be taking in the coming weeks to improve service for families and school staff.
Frequently asked questions
What bus does my child ride? Where is my child’s bus stop?
Information regarding bus routes can be found on the district’s website. Check your child’s bus route now.
I want to request a new school bus stop, or change an existing school bus stop or bus route.
The Transportation Service Request Form is used to appeal a bus stop location or route. All route and stop appeals from parents should be submitted in writing to the transportation manager.
What is my child’s bus number? Is my child’s bus running late?
Call your child’s school. School phone numbers can be found here.
At what time does my child’s bus arrive?
We mailed letters that listed the time range in which you should expect the bus to arrive in August. If you did not receive this letter, call your school. Remember to have your child at the bus stop 10-15 minutes early.
I did not request transportation, but I need it now. How can I request bus service?
If you have a traditional-calendar student who is returning to school on Monday, August 27, and you want them to ride the bus, go to your closest bus stop and let the bus driver know that you want bus service. The bus driver will take down your information and send it to the district’s transportation office. If your student is eligible for bus service, he or she will be added to the closest bus stop.
I need to change my child’s transportation. Whom do I contact?
Please contact your school.
I have an emergency. Whom should I call?
Call the Transportation Customer Service Center at (919) 856-7890 Monday through Friday, from 8 a.m – 8 p.m. After hours, parents with emergencies may call (919) 856-8050.
I have a concern with my child’s stop or route, or about a bus driver.
To let us know of a concern, contact us using our online form. Completing the form will help us direct your concern to the best staff member.
Tags: transportation
