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 two minutes (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 – July to September 2021

Call Volumes

The Traveline team were offered a total of 47,425 calls over this three-month period. 

Of these, the team answered 39,301 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 July to September 2021 was 82.87%. The annual target is 82%, so this three-month period remained on the right side of that goal.

Average Waiting Time

On average, our customers were waiting for 118 seconds between dialling and speaking to an advisor. We aim to answer calls within two minutes on average. Whilst the three-month period averaged within this target, unfortunately the average wait time for September was 176 seconds.

Number of Travel Pass Applications processed

Over this three-month period, the Traveline team processed a total of 27,062 travel pass applications of which 24,519 were online and 2,543 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 1.4 days to be processed (compared with a target of within three days) and paper applications took 4 days (compared with a target of within ten days).

Female call advisor wearing headset smiling on a call

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