Traveline 01709 51 51 51 

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 82% 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 three days, and paper applications within ten days of receiving them (over the course of a month)

Read our full  Customer Charter on our Customer Charter page.

Traveline Contact Centre Performance – October to December 2022

Call Volumes

The Traveline team were offered a total of 57,719 calls over this three-month period. 

Of these, the team answered 46,232 calls, helping our customers with journey planning, live departure information, travel pass queries and lots of other support and advice related to public transport.

Percentage of Calls Answered

The percentage answered from October to December 2022 was 80.10%. The annual target is 82%, so therefore this three-month period was below that target. These service challenges were caused by the timetable changes that came into effect in October, with call volumes much higher than usual over the course of that month.

Average Waiting Time

On average, our customers were waiting for 113 seconds between dialling and speaking to an advisor. We aim to answer calls within 110 seconds on average, so just outside of target this quarter. Again this was caused by the substantial timetable changes that occurred at the start of October, with average wait for customers in October coming in at 194 seconds. Average wait times were 84 and 85 seconds for November and December respectively, so well inside of target.

Number of Travel Pass Applications processed

Over this three-month period, the Traveline team processed a total of 16,301 travel pass applications of which 13,686 were online and 2,615 were paper applications.

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 one day to be processed (compared with a target of within three days) and paper applications took five days (compared with a target of within ten days).

Female call advisor wearing headset smiling on a call

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