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 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 – January to March 2024

Call Volumes

The Traveline team were offered a total of 40,319 calls over this three-month period. 

Of these, the team answered 36,815  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 January to March 2024 was 91.31%. The annual target is 82%, so therefore this three-month period was above that target. 

One of the talking points for this quarter was the weather (isn't it always?). Snow hit the region on Thursday 8 February, beginning as sleet early in the morning before turning to snow late morning, which caused the suspension of services in some areas. Through the flexibility of the team and colleagues across TSY, the contact centre was able to deal with 2½ normal call volumes on this day, with only a small increase in call waiting times (average of 78ecs on the day). We’d like to thank you for your patience if you were one of those customers calling at the time.

The other main talking point this period came towards the end of March, with the Supertram service being taken back into public ownership. In order for customers to be able to continue buying mobile tickets, this required the introduction of the TSY Mobile app at the same time, selling the full range of tram tickets. Call volumes remained consistent across the week of the change, though wait time increased by approximately 19 sec as agents were having to explain what had changed or how the app worked. 

Average Waiting Time

On average, our customers were waiting for 73 seconds between dialling and speaking to an advisor. We aim to answer calls within 110 seconds on average, so well within the target this quarter. 

Number of Travel Pass Applications processed

Over this three-month period, the Traveline team processed a total of 13,599 travel pass applications of which 10,863 were online and 2,736 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 four days to be processed (compared with a target of within three days) and paper applications took eight days (compared with a target of within ten days).