Service Level Agreement

Updated Date  01.01.2020
Department Issue Response Time NB
Customer Service Center *2800 Planning a trip and travel inquiries Immediately  
Customer Service Center *2800 Complaint up to 14 working days In case the query or complaint requires detailed investigation, it will be forwarded to the Public Inquiries Department for further examination
Egged Spokesman Media & PR inquiries 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 Inquiries Department for further examination
Public Inquiries 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. up to 14 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 Inquiries Department Refunds to passengers up to 14 working days  
Public Inquiries Department Initial Response Immediately  
Public Inquiries Department Fares inquiries or requests to change routes up to 14 working days  
Lost & Found Reporting on Lost up to 3 working days
 Accessibility  Accessibility inquiries
 up to 3 working days
Response Time