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  • Traveline 01709 51 51 51

    Traveline is Travel South Yorkshire’s transport helpline. 

    How we can help youContact Centre Performance

    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

    Accessibility - we offer the following support services for our customers if required:

    • - services for the deaf such as Typetalk (0114 272 2878)
    • - translation services through Language Line (click for a list of languages in PDF format)

    Our aims:

    • - To answer 82% of calls (over the course of a year)
    • - 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.

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    Traveline Contact Centre Performance - July to September (Q2) 2019/20

    Call Volumes

    The Traveline team were offered a total of 59,801 calls over this three-month period. Of these, the team answered 49,053 calls, helping our customers with journey planning, live departure information, travel pass queries, and lots of other support and advice related to public transport.

    Traveline contact centre call volumes

    Percentage of Calls Answered

    The Traveline team have an annual target of answering 82% of calls. The percentage answered for July to September was 80.3%. This period included the peak season for ordering new and replacement travel passes (as many young people need to apply for new passes before the start of the new academic year), and also covered the period in September when numerous service and route changes affected customers across the region. 

    Call volumes

    Average Waiting Time

    On average, our customers had to wait two minutes from dialling to when they got to speak to an advisor. 

    Traveline Average wait time

    Number of Travel Pass Applications processed

    Over this three month period, the Traveline team processed 25,378 travel pass applications – 20,582 of these were made via the Travel South Yorkshire website, with the remaining 4,796 coming in as completed paper application forms. 

    Traveline pass processing times

    Average Application Processing time

    Each day, the contact centre team keep track of how long an application has been sat pending, from the moment it arrived in office to the point it is accepted (or rejected) by one of the Traveline team members. Over this three month period, online applications waited an average of one day to be processed, whilst the wait for paper applications to be processed was three days on average. 

    Traveline pass delivery times

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