UK Guardians are needed in emergency situations throughout the year and that's why all our students have access to our emergency phone 24 hours a day 7 days a week.
Find out more about this important element of our guardianship programme.
From time to time an emergency situation will occur such as:
• Your child cannot locate their driver.
• Your child is unwell while they are staying at the host family and the family needs our advice.
• You have a family emergency at home and need our help with making swift arrangements for your child.
Our emergency telephone is in operation 24/7 during most of the year. There are some times when switch the telephone off when there are no students in the UK. This is usually during the holidays when all students have flown home. You will receive an email to let you know when the phone is switched off and then back on again.
The phone will always be answered by a member of Head Office staff who on duty. They will have access to our online system and be able to assist you quickly and efficiently.
As there is usually only one or two Duty Managers, sometimes, at peak times, they will already be on another call when you are trying to get through. It is very important that you leave a message - we will get back to you as soon as we can.
If you child is at the airport and cannot find their driver, the more direct route is to call the driver whose number will be on the profile you received in your Taxi Confirmation.
Email. out-of-hours email assistance email@example.com
If you don’t actually need to speak to somebody straight away but you have important details to give us such as flight data or telephone numbers, it is usually better to email the above address during times of emergency, at weekends and between 5.30pm and 9.00am Monday - Friday.
The email comes into the same handset that your call comes into. The Duty Manager will be reading emails outside office hours. what if I do not get a reply in time? We aim to respond to emails within one hour (during waking hours). If you do not hear back within this time scale then call the emergency number if you cannot wait.