Frequently Asked Questions
TICKET TRANSACTIONS
How can I buy tickets?
• By using your credit card on www.ido.com.tr
• By calling our call centre for 24/7, on 0850 222 44 36 for credit card purchases,
• By using your credit card on IDO Mobile application,
• You can purchase your ticket at our IDO terminals and our agents.
What is the reason for getting a service fee based on the ticket sales channel?
Our service fee included in the ticket prices has been separated from our ticket prices in our new sales system in accordance with our transparency principle.
To ensure the persistence of the technology and the service that we offer, the service fee is added to the ticket prices for the services provided while purchasing tickets. The service fee charged per seat varies depending on the features of the sales channels.
Why is it required to have the name, surname and date of birth information of all passengers while purchasing an inter-city line ticket?
It is required to have the name, surname, gender, nationality, and date of birth of our guests for inter-city ticket purchases, under the 'Regulation on Passenger Ship Safety and Registration of Passengers on Board'' of the under secretariat of Maritime Affairs.
Could another passenger use my inter-city line ticket in place of me?
A ticket issued to your name cannot be used by another passenger.
Can I book a ticket?
No booking can be made through our ticket sales channels.
Up to how many tickets can I buy?
You can get tickets for up to 9 people at a time.
Can I buy a collective ticket?
Tickets for 10 people and more are accepted as group tickets. You can submit group ticket requests to our mail address: grupsatis@ido.com.tr you can forward it to our address.
Can I add additional service to my ticket?
You can also add our "Travel Health Insurance" service that we offer as an additional service while purchasing your ticket.
How long before the departure time can I buy a ticket from the website?
You can purchase your tickets at least 30 minutes before the departure time.
Can I get tickets of round trips by choosing different locations?
You can check your departure and return route different from one another and process your ticket transactions. For instance, you can go to Bandırma and go back from Bursa or you can go as an on-foot passenger and return with your car.
Can I change my ticket to an upper class?
You can change your economy class tickets to business class by paying the difference thanks to our "Class Change" feature on www.ido.com.tr, our ticket offices located at the terminals or our call centre on 0850 222 44 36 that you can reach 24/7 after you participate in the trip.
CARD / PAYMENT TRANSACTIONS
Can I make payment on the call centre without giving my card information to account representative?
During the call with our call centre on 0850 222 44 36, which you can reach 24/7, you can connect to our voice response system with the help of our customer representative and you can process your payment by entering your card information.
Can I buy tickets with foreign currency?
You can only make TRY currency payments.
Can I pay the ticket by bank transfer?
We cannot process the payment by bank transfer.
Can I save my credit card information?
Yes. You can save your credit card information. Our Hepido member guests can register their credit card information by checking the "I want to save my credit card information" option and by entering the password sent to their mobile phone through a text message. Thus, you can purchase your ticket quickly without having to enter your personal information and card details once again.
Will my credit card information securely be saved?
Payment solution with just a click offered byPayU (infrastructure of payment solutions) allows you to save your card information during the payment and process your transactions without having to enter your card information in your next transaction. During payment stage, you can view your registered cards and use any of your cards you wish. Your card information will be protected by PayU (payment solutions sub-structure) without any security risks. The saved card information is transformed into a "smart key" (token), which is transmitted to the bank during the payment, ensuring that your transaction is processed safely. PayU, the affiliate of Naspers, offers payment services to millions of customers in 16 countries. PayU holds the licences of PCI Data Security Standard, Level 1 certification and the payment institution license granted by BDDK. For more information, please visit www.payu.com.tr.
E-TICKET
I forgot to take my ticket that I bought online, how can I find out my ticket information?
• After your ticket purchases, you will receive your ticket information via e-mail and SMS.
• Our guests who are Hepido members can view all past and next tickets within our loyalty program.
• Our guests using the mobile application can access their ticket information in detail thanks to the application.
• Our guests can access their ticket information by giving their name, surname and trip information to our ticket offices located at IDO terminals, our call centre on 0850 222 44 36 which can be reached for 24/7 and our agencies.
• Within the scope of our e-Ticket application, our guests can view their ticket information on ebilet.ido.com.tr by entering the PNR information and their surnames.
Can I use my e-ticket as an invoice?
Our guests who bought the tickets from our ticket offices, agencies and call centre channels should also indicate to our staff that they wish to use their tickets as invoices. And the guests who bought their tickets on www.ido.com.tr and IDO Mobile application should check the "I want an e-ticket" option. Otherwise, the tickets will not be accepted as an invoice.
How can I view my e-ticket?
You can view your ticket on ebilet.ido.com.tr using your PNR information and surname at any time.
Can I change the name on the ticket?
No changes on passenger information can be made once the ticket has been created.
CANCELLATION, REFUND AND CHANGE
What should I do when the timetable is changed?
In case of a timetable change in the ticket you have purchased, you can change or return your ticket without paying any charge difference.
What are the conditions for returning and changing the ticket that I have purchased?
Ticket changes and refund conditions vary by cabin and ticket classes. Click for our ticket change and return policy. (link eklenecek)
How can I make the refund and change transactions for the ticket that I purchased?
For tickets purchased in cash or by a credit card at our IDO terminals and agents, it is sufficient to apply to our offices or your nearest agent.
Besides, for the tickets purchased on www.ido.com.tr, our IDO Mobile application or our call centre, you can process your change/return transactions on www.ido.com.tr or through our call centre in the scope of the applicable rules of the ticket class.
I could not get on board because I changed the vessel since my car runs on LPG. What can I do?
You can change or return your tickets free of charge on condition to be the same line and the same direction through our call centre on 0850 222 44 36 where you can reach 24/7 or on http://www.ido.com.tr .
I will not be able to show up on the day of the trip due to an illness or death situation. How could you help me about my ticket?
When the medical report or the death notice of the person whose name is issued on the ticket is presented and if deemed appropriate, the ticket can be returned.
I bought a round-trip ticket, can I cancel one-way ticket?
You can return your tickets through all of our sales channels, except our IDO Mobile application, within the framework of the relevant ticket class and the related refund rules of the payment method.
What should I do to include my baby / child in the ticket that I have already bought?
You can add your child (0-5 years) free of charge through all of our sales channels except http://www.ido.com.tr and IDO Mobile application.
The trip was cancelled due to the poor weather conditions, I would like to change my ticket. What should I do?
Our guests who wish to change their tickets can complete their ticket change transactions by calling our call center within the first 24 hours or on our website, www.ido.com.tr free of charge, for the trips within the first 7 days and on the same direction.
For the tickets purchased in cash or by a credit card through the ticket offices located at IDO terminals and agencies, it is required to apply within 1 month to change them and within 7 days to return them, to any of our ticket offices or agencies.
HEPİDO
What does Hepido refer?
The Hepido Loyalty Program is the address of a fast, comfortable and safe travel and a world of digital solutions and special advantages that IDO offers to its esteemed guests. Hepido offers you special campaigns and surprise discounts on contracted stores and a chance to save idoPara when you have inter-city line tickets.
What is idoPara?
iDoPara is the award money that you earn from your trips with IDO.
How can I purchase my award ticket with my idoPara?
You can purchase tickets on the IDO Mobile application and www.ido.com.tr by signing in as a Hepido member if you have enough idoPara. The following rules will be applied for your award ticket purchases.
• Award tickets cannot be cancelled, changed or returned as idoPara.
• If we are the ones cancelling the trip, then idoPara will be returned to the account of the member.
• HEPIDO members can only get award tickets from cabin-based classes (Economy (X) and Business (l)).
• HEPIDO members cannot earn miles from promotional class tickets.
• Each guest can only earn idoPara from his / her own ticket, and no idoPara can be earned through tickets purchased for someone else.
How can I change and refund the tickets that I purchased with my idoPara?
Tickets purchased with idoPara cannot be changed or refunded except for trip cancellations.
Do I have to be a member of HEPIDO to buy tickets from IDO's website?
You can purchase your tickets on www.ido.com.tr without being a member.
Besides, you can buy tickets more quickly and easily as a Hepido member and you can benefit from special advantageous campaigns.
ON BOARD
Can I smoke on board?
As per the law numbered 4207, smoking of any kind, including electronic cigarettes, is strictly prohibited on board including the open areas.
Can I sit by the window?
If possible, you can prefer your seat by the window.
Is there any internet access on board?
You can have internet access on our vessels operating on Yenikapı - Bursa and Yenikapı-Bandırma lines. For more detailed information about our Wi-fi service, click here.
Is there any catering service provided on board?
Catering service is only provided for our guests traveling in our First-Class lounges.
Are there places where I can purchase food and drink on board?
Click here to see our food and drink areas on our vessels and at our terminals.
Are there private passenger lounges on board?
We have private rooms of 4 people on Yenikapı - Bursa line and First-Class rooms of 8 people on Yenikapı - Bandırma line.
Can I visit the captain's bridge?
Due to security reasons, it is not allowed for our guests to enter the captain's bridge.
Do you have lifts on your ferries?
Apart from the Pendik – Yalova line the vessels operated on the other three lines (Yenikapı – Yalova, Yenikapı – Bursa, Yenikapı – Bandırma lines) have lifts that elevate to the passenger lounges. Recep Tayyip Erdoğan and Fatih Sultan Mehmet operating on the Pendik-Yalova fast ferry line do not have lifts elevating to the passenger lounges.
What is the difference between a fast ferry and a sea bus?
While passengers and vehicles are carried with our fast ferries, only passengers are carried with sea buses.
Can I board sea buses and fast ferries with my bike? Is there any extra charge?
Yes, you can. The number of bikes that are allowed on board is limited to 3 on the inner city and intercity sea bus lines and 10 on the fast ferry and conventional ferry lines. No fee is charged for the bicycles.
Do you have infirmary on your ferries?
Our captains and ship crew working on our ferries have first-aid knowledge and are qualified for intervention when necessary. Besides, there are first aid supplies on captain's bridges. In serious cases, we also contact the land staff for emergency assistance.
What is travel health insurance?
Travel insurance refers to insurance products and options that protect against individual accident and treatment coverage as well as travel troubles.
Is it possible to cancel or return your travel health insurance?
Cancellation of the policy will be possible only if there is a valid cancellation reason. For detailed information, please click here.
Can I travel with my pet?
You can have your pets weighing up to 8 kg with you on the journey. Pets are not included in the free baggage allowance and would be charged.
Terminal
Can I park my car at the terminal?
The parking lots next to our fast ferry and sea bus terminals are not operated by our company. Click to see the list of terminals with parking lots nearby.
Do you have special services for disabled people?
Click here to see our special offers for our disabled guests. (link eklenecek)
Are there ATMs at terminals?
Click here to see the ATM lists present at our terminals. (Link eklenecek)
What if I have a wheelchair request?
It would be sufficient to contact with our terminal staff to transmit your request.
How could physically disabled and elderly passengers get on board?
There are golf carts between the passenger lounge and the ship at the Yenikapı, Bursa and Yalova fast ferryboats, which enables our elderly and disabled guests to board the ship. There are also electric wheelchairs at our terminals if needed.
From which terminals can I buy an inter-city ticket?
You can purchase the inter-city tickets or make all related transactions from the ticket offices located at our Kadıköy, Bostancı and Pendik terminals on the Anatolian side of Istanbul and; Yenikapı, Bakırköy ve Beşiktaş terminals on the European side of Istanbul.
Can I pay by credit card on Eskihisar - Topçular line?
Credit card payment, cash payment and Fast Toll Collection System (HGS) services are available for our passengers travelling with their cars on the Eskihisar - Topçular line. Our on-foot guests can use their discounted Istanbul cards.
FARES
Is the driver included in the price of the vehicle ticket?
The driver is included in the price of the vehicle.
How can I get the most affordable tickets?
You can take our most advantageous price opportunities with early purchases or as being a Hepido member.
What does the weekend timetable refer?
On our fast ferries and sea buses, the weekend timetable is applied for Saturday and Sunday. If there is no special timetable for Eids, only the weekend and holiday timetables would be applied.
Can you use your Istanbul card on fast ferry and sea bus inter-city lines?
Istanbul Card only applies to inner-city sea buses and conventional ferry lines (on-foot passengers). You need to buy your ticket in advance since the inter-city lines are accepted as ticketed lines.
Should children pay?
The number of children (0-5 to 5 years) who are free of charge on condition that they travel without a seat is limited to the number of parents participating in the trip. When the number of children in the trip (0-5 - 5 years) exceeds the number of parents, a 15% discount ticket will be arranged by the system for each child and a seat could be given for each.
How much should I pay for my excess baggage?
Click here to review the extra baggage allowance. (Link eklenecek)
What is the age restrictions for babies?
Infants between 0-5 and 5 years old are classified as infant passengers on our vessels.
LOST PROPERTY
I have realized that I’ve lost my suitcase after I got out, what should I do?
With regard to the items you forget at our terminals and vessels, you can contact us by dialling our call centre that you can reach 24/7, on 0850 222 44 36 and pressing 5.
I have found a lost item, what should I do?
You can contact the ship's lounge manager or a terminal officer to direct you to the "Lost Property" unit if you have found a lost property.
HOW TO CONTACT US
Where and how can I request additional trips?
On special occasions such as official holidays and eids, we apply a special timetable and arrange additional trips depending on the requests of our esteemed guests and the situation of the boats in our fleet. You can follow our planned additional trips on our website www.ido.com.tr and IDO Corporate Facebook and Twitter accounts. You may contact us at info@ido.com.tr for your extra trip requests. The request and suggestions of yours, our esteemed guests, are very important to us. Reviewing your requests and we will certainly get back to you through your contact information.
How can I learn about the opportunities and campaigns?
You can be instantly informed of discounts and opportunities by filling the form of "Inform about the campaigns" on our homepage on www.ido.com.tr.
How can I learn about the trips cancelled due to weather conditions and other compulsory reasons?
Up-to-date information on cancelled trips can be accessed from our communication channels below.
• http://www.ido.com.tr/
• Our call centre on 0850 222 44 36 which you can reach 7/24
• The announcement section of our IDO Mobile application
• IDO Corporate Facebook and Twitter Accounts
• Our Agencies
What is the number of IDO Call Centre?
You can get service 24/7 from our Call Centre on 0850 222 44 36.