Passenger Rights
In passenger transportation by road; Our basic vision is our understanding of service that is safe, innovative and prioritizes “unconditional passenger satisfaction”.
With this vision, in all processes in which our passengers receive service; As an expression of our corporate culture and a requirement of “Total Quality Management”, we carry out our work in the light of the following principles.
Safe Travel Right
We have adopted the principle of taking all necessary precautions so that all our passengers can have safe journeys.
Unconditional Right to Passenger Happiness
We have adopted the principle of meeting the present and future needs of our passengers in the best way possible, in order to ensure unconditional passenger happiness and to have pleasant journeys. As Turkey’s most experienced team, this principle has been adopted by all our employees.
Enjoyable Travel Right
As a local and national brand; We adopt our historical values and traditions as our corporate culture. In our traditions, welcoming the guests in the best way and “catering” are at the top of our sine qua non. We accept every passenger as our guest; We welcome you with our rich catering menus in accordance with Turkish hospitality.
The Right to Respect and Reputation
Our passengers have the right to travel with a friendly, courteous and respectful approach.
Right to Privacy and Confidentiality
We prioritize keeping the personal information and itineraries of our passengers confidential and fulfilling all legal obligations in this regard under all circumstances.
Right to Request Information
Our passengers have the right to obtain information about all stages of our service processes. It is our basic principle to answer the questions of all our support units from A to Z, all our employees who adopt our company culture, and our passengers.
Right to Accurate Information
It is one of our unchangeable principles to inform our passengers, who trust us in all processes before and after the journey, always and under all circumstances.
Right to Arrival at the Committed Time
In accordance with ethical and honest business understanding; We have made it our principle to program the departure and arrival times of our flights in a realistic way and to share them accurately without misleading our passengers.
Right to Report Complaints/Opinions and Suggestions
Our passengers have the right to initiate, finalize and be informed of the outcome of the complaint mechanism if their rights are neglected or dissatisfied. The main philosophy of our Call Center and Passenger Relations Department, which is available 24/7, is to respond within 24 hours from the application.
The Right to Fulfill One’s Religious Duties
We show maximum sensitivity and take the necessary measures so that our passengers can fulfill their religious obligations. We take care to have places of worship at our stopping points, and we update our refreshment and break programs according to the times of iftar and sahur during the month of Ramadan.
Unconditional Right to Refund and Exchange
By adopting the principle of “Traveling is Freedom”, we have made it our principle to offer our passengers more flexibility and freedom in their itineraries. Our passengers can unconditionally change and cancel their tickets through our sales offices, call center, website and mobile application, up to 6 hours before the departure time.
Right to Property Security
We take care to ensure that the luggage compartments of all our vehicles are organized and hygienic, and we take the necessary measures to ensure that their luggage is transported safely and without loss throughout the journey. Our Call Center and Passenger Relations Department are available 24/7 to provide the necessary support to our passengers in case their rights regarding their luggage are neglected.