International Students UK: Emergency Procedures

At International Students UK, we prioritise the safety and well-being of students at all times. Our 24/7 emergency support line (+44 7931 545 648, also available on WhatsApp) ensures immediate assistance in case of any unforeseen incidents, such as vehicle breakdowns, accidents, or flight delays.

Below is the structured procedure for handling emergency situations for clients (universities, schools, and agents) and students.

1. Emergency Procedure for Clients (Universities, Schools, Agents)

If an issue arises with a student transfer, please follow these steps to ensure a swift resolution.

Vehicle Breakdown or Accident

1. Immediate Response: The driver will notify our 24/7 emergency on-call team.
2. Client Notification: Our team will immediately inform the university or agent of the situation and the expected impact on arrival time.
3. Alternative Arrangements:
   • If a breakdown occurs, we will dispatch a replacement vehicle as soon as possible.
   • If there is an accident, we will coordinate emergency assistance and ensure the student’s well-being.
4. Student Support: Students will be contacted directly to update them and provide assistance as needed.
5. Resolution Confirmation: Once the situation is resolved, we will update the client and confirm safe arrival.

Flight Delays and Cancellations

1. Proactive Monitoring: We track all flights in real time. If a flight is delayed, we adjust the pickup time accordingly.
2. Student and Driver Coordination:
   • The driver will be informed of the new arrival time.
   • The student will receive an updated message with any changes.
3. If a Flight is Cancelled:
   • We will attempt to gather updated travel information from the airline or the student.
   • The client will be contacted to arrange a rescheduled transfer if required.
   • A new driver will be assigned if needed.

Student No-Show or Missing Student

1. If a student is not at the agreed pickup point, our 24/7 on-call team will attempt to call and message the student directly.
2. If the student is unreachable 60 minutes after the agreed meeting time for airport arrivals or 30 minutes at other locations, we will inform the client and ask for further instructions.
3. If needed, we will assist with rearranging transport.

Student Feels Unsafe or Has an Issue with the Driver

1. The student should contact our 24/7 emergency line (+44 7931 545 648 via call or WhatsApp) immediately.
2. We will speak to the student to understand the situation and take appropriate action, which may include:
   • Assigning a different driver.
   • Escalating to the transport provider for investigation.
   • Notifying the client if necessary.

2. Emergency Procedure for Students

If you encounter any issues during your transfer, please follow these steps:

My Driver is Not Here / I Can’t Find My Driver

1. Check your phone: You should have received a message with your transfer details and meeting point before your journey (usually via WhatsApp).
2. If you still cannot find your driver, call or WhatsApp +44 7931 545 648 for immediate support.

My Flight is Delayed or Cancelled

1. No need to worry: We are already tracking your flight and will adjust the pickup time accordingly.
2. If your flight is cancelled, please contact us on +44 7931 545 648 to confirm your new travel details so we can arrange an alternative transfer.

My Vehicle Has Broken Down / There Was an Accident

1. Stay calm and remain in the vehicle unless it is unsafe to do so.
2. Your driver will contact us and arrange a replacement vehicle.
3. If you need urgent assistance, call or WhatsApp +44 7931 545 648.
4. We will update you with the expected arrival time of your new vehicle.

I Feel Unsafe / I Have a Problem with My Driver

1. Call or WhatsApp us immediately on +44 7931 545 648.
2. We will take action to ensure your safety, which may include sending a different driver or escalating the issue.
3. If you ever feel in immediate danger, please call 999 (UK emergency services).

I Have Arrived but Can’t Access My Accommodation

1. Call your accommodation reception or homestay host first.
2. If you need additional help, call +44 7931 545 648, and we will assist in contacting your host or making alternative arrangements.

Key Contacts

• 24/7 Emergency Line (Call/WhatsApp): +44 7931 545 648
• International Students UK Office: +44 3300 431 601
• Email (for non-urgent inquiries): info@internationalstudentsuk.com