| 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
|