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 – October to December 2023

Call Volumes

The Traveline team were offered a total of 48,305 calls over this three-month period. 

Of these, the team answered 43,134 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 2023 was 89.30%. The annual target is 82%, so therefore this three-month period was above that target. 

The main talking point for this quarter was the weather (isn’t it always?), with Storm Babet landing on Friday 20 October, causing flooding across the region, and then snow falling on Sunday 3 December. On these days it may have taken you a little longer to get through to us due to a substantial increase in the number of people trying to call – not at all surprising, due to the amount of disruption that these weather events cause. We understand that these are the times we are needed the most, and so are happy to handle the additional volume of calls we receive – thanks for your patience if you were one of those customers calling at the time.

Average Waiting Time

On average, our customers were waiting for 81 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 14,849 travel pass applications of which 12,593 were online and 2,256 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 two days 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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