The student is not waiting at the airport.

Make sure that driver/rep has searched thoroughly for student,

checked flight passenger list if possible, checked immigration & paged student.

A driver  should wait 2 hours before they contact you. (If the student is European, then this is normally adequate time(.

Unless you know that the student will turn up (e.g. you have been notified that the student is being questioned by immigration) then ask the driver to wait (2 hours max). If a student is a non-European traveller ask the driver to wait an extra hour and call you back it is cheaper for the driver to wait than it will be to send another car. In the meantime try to contact the sales office to make certain that the student travelled in the first place.

Host Family

Call the HF and see if they have any information and also inform them that they may arrive later than expected but you will keep them informed. The std may have contacted them if lost. They also may have different arrival information. Advise HF that if the std should contact them, they should find out exactly where the student is (i.e. which terminal, where in the terminal) & ask the std to call again in 15 mins. The HF should then call you to arrange a pick up.

If the student has missed the flight.