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FAQs for Schools

The students’ bus is late.  What do I do?

Our Customer Service Department is staffed with six customer service representatives that are available to answer your questions from 6:30 am. until the last student is off the bus and home safe. To reach Customer Service, call 215-400-4350 and choose from the menu options.

Google Maps says my student lives 1.51 miles away from the school. Why would the student not receive transportation services?

The Scheduling Department uses COMPASS to map routes based on eligibility information in the system and is responsible for determining final transportation assignments for Philadelphia resident students. We don’t utilize any other geographic mapping or data from other programs in our routing process.

A student lives 1.49 miles away. Do you round the number up?

We do not round up.  The Scheduling Department strictly adheres to the eligibility information in the COMPASS routing system.

I am a current Charter School or Non-Public School COMPASS user and my password is not working. How do I fix it?

The IT Department manages all usernames and passwords for COMPASS. If there is an issue accessing COMPASS, and you already have access to COMPASS, contact IT at helpdesk@philasd.org and request a password reset for COMPASS. Please include the user’s full name, school, and the reason.

I am a Non-Public School and added a new student to XSIS, but the data is not appearing in COMPASS.

Student information entered into XSIS will feed into COMPASS and appear the next day. Email the Department of Transportation Services at compass@philasd.org if the student information does not appear in COMPASS the following day.

I am a Public or Charter School and added a new student to Infinite Campus (IC), but the data is not appearing in COMPASS.

Student information entered into IC will feed into COMPASS and appear the next day. Email the Department of Transportation Services at compass@philasd.org if the student information does not appear in COMPASS the following day.

A student lost her TransPass. What can we do?

The District does not replace lost or stolen TransPasses.  Student passes are not sold to the public and cannot be replaced.  The student may purchase a regular adult TransPass or tokens at an approved SEPTA location.

Who do I contact for TransPass deliveries?

Schools can email transpass@philasd.org for any questions or inquiries regarding TransPass delivery and distribution. Additional information regarding TransPass distribution and delivery can be found on our TransPass Distribution and Compliance page.

A child was bullied on the bus. What do we do next?

Transportation sees the school bus as an extension of the classroom. While drivers are responsible for reporting incidents as they occur, principals are ultimately responsible for reviewing the situation and make a determination on next steps for the students involved.

Our school is experiencing issues with Yellow Bus transportation. Who do I contact?

If you are experiencing issues with your bus transportation or driver, we encourage school administrators to complete a School Bus Performance Report to document issues with transportation service on a one-time or consistent basis.

School Bus/Cab Performance Reports should be emailed to the Department of Transportation Services at transoperations@philasd.org.

Last modified: September 26, 2017