Traveline 0800 952 0002
Traveline is a freephone number you can call to contact South Yorkshire Mayoral Combined Authority.
You will be greeted by an automated voice providing you with four options to route you to the relevant team to help with your enquiry.
Please select from the following options:
- Press 1 for Travel South Yorkshire, providing support with all aspects of public transport
- Press 2 for Supertram, providing advice and guidance on South Yorkshire Tram services
- Press 3 for TravelMaster, providing South Yorkshire with great value and simplified ways to pay for public transport
- Press 4 for Growth Hub providing business support across South Yorkshire
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 help you with:
- live departure information and proactive journey planning
- ticket and pass information, including TravelMaster
- logging feedback and issues from across the South Yorkshire network
- logging positive experiences on the 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 88% 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 seven days, and paper applications within fourteen days of receiving them (over the course of a month). Please note that these times are processing times and do not take into account delivery times and other considerations.
Read our full Customer Charter on our Customer Charter page.
Traveline Contact Centre Performance – January to March 2026
Call Volumes and Percentage of Calls Answered
The Traveline team were offered a total of 32,302 calls over the period January-March 2026 – this compares to 40,319 last year in the same period, a 4.6% increase. Across the year, April 2024 to March 2025, we offered 172,690 calls in total.
Of these calls January-March, the team answered 28,126 calls, helping our customers with journey planning, live departure information, travel pass queries and lots of other support and advice related to public transport. This works out at 87.07% of calls answered – leaving us slightly short but very close to our target of 88%.
In November 2025, we launched our new callback service, allowing members of the public to choose for us to call them back later in the day, meaning the individual can hang up the phone and await our call to them. Between January-March 2026, we offered this service to 636 people versus 230 between November and December. The average wait for a callback was just over 43 minutes.
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 110 seconds on average, so we were a little outside our target for this quarter. There are a number of reasons for this, including high periods of demand at certain key periods and linked to events on the network.
Quality
In relation to the quality of service offered by the team, we launched our new Post-Call Customer Survey in November 2025. The number of customers rating our service increased in January-March 2026 and through this period, 777 people chose to tell us what they think (4.6%). Of people filling out the survey, 91% said they were happy with our service, with a resolution rate of 89%.
Number of travel pass applications processed
Over this three-month period, the Traveline team processed a total of 14,746 travel pass applications of which 83.3% were online and 16.7% 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, and paper applications took ten days. The number of days is measured from when the application is received, to when it is sent for printing.
