Traveline 0800 952 0002  

Traveline is Travel South Yorkshire’s transport helpline. 

How we can help you 

The Travel South Yorkshire contact centre team are here to help you. Speak to one of our friendly, professional advisors for up-to-date, reliable, personal travel advice and journey planning information. 

We can also help you with:

• live departure information
• ticket and pass information
• logging feedback and issues from across the South Yorkshire network

Translation services

We offer translation services through Language Line - you can view the languages supported in their Language Line list of languages supported document (PDF, 99Kb).

Our aims:

The Traveline team are committed to doing the right thing for our customers, aiming to deliver consistently high levels of service all year round. 

To help us achieve this aim, we work towards the following targets:

• To answer 88% or more of all calls that are offered to us (over the course of a year)
• To answer customer calls within an average of 110 seconds (over the course of a month)
• To process online travel pass applications within seven days, and paper applications within fourteen days of receiving them (over the course of a month). Please note that these times are processing times and do not take into account delivery times and other considerations.

Read our full  Customer Charter on our Customer Charter page.

Traveline Contact Centre Performance – January to March 2025

Call Volumes and Percentage of Calls Answered

The Traveline team were offered a total of 42,198 calls over the period January-March 2025 – this compares to 40,319 last year in the same period, a 4.6% increase. Across the year, April 2024 to March 2025, we offered 172,690 calls in total.  

Of these calls January-March, the team answered 38,930 calls, helping our customers with journey planning, live departure information, travel pass queries and lots of other support and advice related to public transport. This works out at 92.2% of calls answered – against a target of 88%. 

There were several talking points this quarter and things that brought challenge – we had snow hit the region at several points over the period, an incident at Broad Street brough significant disruption to travel and we also had some planned disruption brought about by positive work to repair and renew the tram tracks in Sheffield/Rotherham.  Through the flexibility of the team and colleagues across TSY, the contact centre was able to deal with this demand, and answered calls in 64 seconds on average across the period.

Average Waiting Time

As noted, on average, our customers were waiting for 64 seconds between dialling and speaking to an advisor. We aim to answer calls within 110 seconds on average, so we were well within the target this quarter. In the same period last year, we answered calls in 73 seconds, so we have seen some improvement here. Our average waiting time for the year has been 76 seconds, so just over a minute.

Number of Travel Pass Applications processed

Over this three-month period, the Traveline team processed a total of 20,297 travel pass applications of which 17,394 were online (85.6%) and 2,903 were paper applications (14.4%).

Average Application Processing time

The Traveline team keep track of how long an application has been pending, from the moment it arrives in the office to the point it is accepted or in some cases rejected.

Over this three-month period, online applications took an average of four days to be processed and paper applications took ten days. This period of time is measured from when the application is received, to when it is sent for printing.