Customer Complaint Management Process
İstanbul Deniz Otobüsleri A.Ş. records all the complaints submitted through any of the communication channels and utilizes these complaints as an opportunity to improve its services.
Please send your complaints using the communication channels below;
*Our Call Center at 0850 222 44 36 and 444 44 36
* “Write to Us” menu on www.ido.com.tr
* E-mail address at info@ido.com.tr
* E-mail address at ido@hs01.kep.tr
*Fax at 0212 517 39 58
* “Help Desk” at Yenikapı terminal
* “Mail” to the address of the Head Quarter.
* With e-mail you can forward to registered telephone number 212 455 69 00 via SMS on iletişimdeengellerikaldırıyoruz.com.tr and for our disabled passengers: engelyok@ido.com.tr e mail address,
Notification Record: Complaints of the passengers are recorded under different registry numbers and passengers are notified based on their communication channel preferences. All personal data are preserved in compliance with the Privacy Policy. Complaint Examination and Assessment: All complaints are responded by specialists in their fields. If customer services are not able to address all or some part of the needs, then a related unit would examine the issue to have a technical description. Customer services accordingly inform the passengers of the process.
To increase customer satisfaction, to improve quality and to enhance customer loyalty, the evaluation process is carefully followed. Final Notification: Addressing customer needs as soon as possible is amongst our company priorities. All complaints are objectively and impartially assessed and the complaint records are concluded when customers are pleased with the information note. Continuous Improvement: To prevent complaint repetition, we continuously revise our processes by determining corrective and preventive activities. Efficiency of the preventive activities are continuously followed-up.