Service Level Agreement

23-09-2014
Department Issue Response Time NB
Customer Service Center *2800 Planning a trip and travel inquiries Immediately  
Customer Service Center *2800 Complaint 4 working days In case the query or complaint requires detailed investigation, it will be forwarded to the Public Enquiries Department for further examination
Egged Spokesman Media & PR enquiries Immediately In case the query or complaint requires detailed investigation, a full response will be provided within a few working days
Internet Department Inquiries concerning the website and the online-information system 3 working days In case of internal investigation, a complaint will be forwarded to the Public Enquiries Department for further examination
Public Enquiries Department Complaints regarding a misbehavior, safety, non-observance of rules, delays and etc. requiring assistance from other bodies in Egged such a branch manager or driver. 10-35 working days Sending an email reply. If you send us your travel documents (for example, your tickets or receipts) it will help us to deal with your comments or complaint more quickly.
Public Enquiries Department Refunds to passengers 21 working days  
Public Enquiries Department Initial Response 2 working days  
Public Enquiries Department Fares enquiries or requests to change routes 3 working days  
Lost & Found Reporting on Lost 3 working days
Response Time