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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 - October to December (Q3) 2019/20

    Call Volumes

    The Traveline team were offered a total of 67,551 calls over this three-month period, a 13% increase on the previous three months. Of these, the team answered 54,515 calls, helping our customers with journey planning, live departure information, travel pass queries, and lots of other support and advice related to public transport.

    Call volumes Q3 2019-20

    Percentage of Calls Answered

    The Traveline team have an annual target of answering 82% of calls. The percentage answered for October to December was 80.7%. This period was heavily impacted by the weather in November, with flooding causing major disruption across the region. Call volumes for the month were the highest offered to the Traveline team since the “Beast from the East” in March 2018. Percentage of calls answered for October and December were both above the 82% target.

    Calls answered Q3 2019-20

    Average Waiting Time

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

    Call waiting time Q3 2019-20

    Number of Travel Pass Applications processed

    Over this three-month period, the Traveline team processed 10,338 travel pass applications – 6,688 of these were made via the Travel South Yorkshire website, with the remaining 3,650 coming in as completed paper application forms.

    Pass time Q3 2019-20

    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 the period October to December, online applications waited an average of two days to be processed, whilst the wait for paper applications to be processed was five days on average.

    Pass processing time Q3 2019-20

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