Terms of Service

Traveline Call Centre and SMS Services – Terms and Conditions

General

These Terms and Conditions govern your use of the Traveline telephone, SMS, and email enquiry services (“the Services”) operated by Traveline Information Ltd (“Traveline”, “we”, “our”, “us”). By contacting or receiving communications from Traveline via any of these channels, you agree to these Terms and Conditions.

Call and SMS Charges

Calls
Calls to Traveline’s publicised telephone numbers are charged at 12 pence per minute, plus your phone company’s access charge. Call costs may vary depending on your phone provider and tariff plan. Please check with your service provider for details before calling.

SMS Services
If you prefer to receive live departure times by SMS, you can text your local stop code to 84268.

  • Standard SMS Cost: Texts to 84268 cost 25 pence per text, plus your standard network rate.
  • Charging Method:
    1. Your mobile operator will charge you for the text you send to 84268 at your standard network rate.
    2. Traveline will charge you 25 pence for each text message it sends in reply.

Regional Variations:

In certain areas — specifically Wales, Lincolnshire, Plymouth, and Devon — your mobile operator will charge you for the outgoing text to 84268 at your standard network rate, but Traveline does not charge for the response message.

Where Traveline does not apply a response charge, customers should still be aware that their mobile provider may apply charges for sending the original text to 84268.

Traveline reserves the right to amend call and SMS pricing from time to time. Any changes will be published on the Traveline website and, where practicable, in promotional materials relating to the service.

Recording and Monitoring of Communications

Calls, text messages, and email correspondence with Traveline, including those made using our publicised telephone numbers and feedback addresses, may be recorded or monitored for the following purposes:

  • Monitoring safety and security;
  • Assuring and improving the quality of our services;
  • Staff training and performance management;
  • Investigating and resolving complaints or service issues; and
  • Compliance with legal or regulatory obligations.

By using these communication channels, you consent to such recording and monitoring.

Use of Contact Information

We will only use the information collected about you in accordance with Data Protection Laws. 

Traveline, or its appointed contractors, may contact you using the telephone number, email address, or other contact details you have provided for the following purposes:

  • To provide you with the service;
  • Monitoring and assessing the quality of service provided;
  • Providing updates or information about major changes to the Traveline service; or
  • Responding to specific enquiries or feedback you have submitted;
  • Providing you with details of promotions and offers we think may be of interest to you;
  • For fraud and crime prevention;
  • For safety and security;
  • Marketing purposes. 

Traveline will not share, sell, or disclose your contact details to third parties without your consent, except where required by law or regulatory obligation.

Accuracy of Information

Public transport timetables and related travel information may change at short notice due to operational, weather, or other unforeseen circumstances. Traveline endeavors to ensure that the information it provides is accurate and based on the most recent data available to it from operators and data providers. However, Traveline cannot guarantee that the information supplied will always be free from error or reflect last-minute service changes.

You are strongly advised to recheck travel information closer to your time of travel, especially where your enquiry relates to a journey planned more than 14 days in advance.

Limitations of Liability

Traveline provides the Services for general information purposes only. While we take reasonable care to ensure accuracy, Traveline shall not be liable for any loss, damage, delay, or inconvenience arising directly or indirectly from:

  • Inaccurate, incomplete, or outdated information;
  • Service disruptions or communication failures; or
  • Any reliance placed on the information provided by the Services.

Nothing in these Terms and Conditions limits or excludes Traveline’s liability for death or personal injury caused by negligence, or our fraud or fraudulent misrepresentation or for any other liability that cannot be limited or excluded by law.

Data Protection

Traveline processes personal data in accordance with applicable data protection laws and its Privacy Policy, which is available on the Traveline website. By using the Services, you acknowledge and agree that your personal data may be processed as described in that policy.

Amendments

Traveline reserves the right to amend these Terms and Conditions at any time. Updated versions will be published on the Traveline website and will take effect immediately upon publication.

If a court finds part of these terms illegal, the rest will continue in force 

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

General

You may not assign, sub-license or otherwise transfer any of your rights under these Terms.

These Terms cannot be varied except in writing by Traveline Information Ltd. Nothing said by any employee or agent of Traveline Information Ltd. will be capable of varying these Terms.

The parties do not intend any of these clauses to be enforceable pursuant to the Contracts (Rights of Third Parties) Act 1999.

Governing Law

If you are a consumer, please note that these terms of use, its subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.