An “Unfair” Service Approach by IDOBUS Company

An “Unfair” Service Approach by IDOBUS Passenger Transportation Company

IDOBUS was a company operated by Metropolitan Municipality of Istanbul until a while ago only.

The company used to carry vehicles (cars and trucks) from ıstanbul (one side of the Marmara Sea) to Yalova (the other side of the same sea)… Although the operation was not referred to as a perfect one, thousands enjoyed the service which made their trips much more comfortable compared to motorway driving.

Then one day as part of the privatization program followed by the Turkish authorities, the company (with the largest fleet in the world) was sold to a joint venture between AKFEN Holding , Tepe group, Sera and Souter group (in UK)..

At the stage of establishment and take-over duraation the senior position holders of the group made very consumer-friendly/oriented remarks such as the one below by Mr. Hamdi AKIN (Akfen boss).

“We would never run IDO company with a “MONOPOLIST” approach. We want to see to it that sea transportation is more commonly used and we would like to carry more passengers etc..”
source (in Turkish): http://haber.gazetevatan.com/bandirmada-ineni-idonun-tutucu-iskoc-ortagi-karsilayacak/370146/2/Haber

However the situation turned out to be quite different in a very short time after the company was taken over and started operating under new management.

One of the first actions taken by the group was to implement price hikes. Even worse was the flexible price policy the company put into practice (which mostly worked against the favor of the passengers) and which made many passnergs truly believe they were being over-charged. After several weeks of criticism and campaigns run by people on the net (to include Twitter in the first place) the company declared they would step back and start applying fixed tariff again. In fact Mr. AKIN confessed they had made a mistake and apologized for it.

On the other hand and to be even worse the company has been practicing an unacceptable reservation system where the passenger is not – AT THE TIME OF RESERVATION – granted a “SEAT NUMBER” on the bus to realize the part of the transportation from the other side of the Marmara Sea until Izmir. This simply means the system (computer) gives the seat numbers (without asking  the passenger about his choice) and the passenger may have to travel in a seat where he might be totally uncomfortable and indeed get sick or something.

Now, this is an unfair and uncivilized practice the customer paying the money does not deserve and in spite of our several inquiries and mails we have sent to the company and the British partner (which has brought this concept to Turkey) we have not yet been able to receive a clear, logical and fair explanation why this “unusual” practice is preferred by the company.. And even worse the reply we have received from the British partner is truly irrelevant as will be seen from below correspondence.

We need to mention at this point that we are writing these lines for everybody to see “HOW THINGS ARE RUN” by organizations which mostly claim to act in full compliance and respect for customer choice, preference and surely rights.

And it is for those reading this writing to appreciate if this is the case..

A passenger truly disturbed by practices of IDOBUS

CORRESPONDENCE BETWEEN THE WRITER AND THE BRITISH PARTNER (SOUTER GROUP headed by Mr. Souter)

23.07.2012

Mr Hunca… Thanks again for your email. Sir Brian has read your email and thanks you for taking the time to give us your feedback.  We are constantly assessing the service offered by IDO and IDObus.com and the introducing of seat selection is one of those considerations.  IDOBus.com is a new service for Turkey, that we believe offers great value fares for a high frequency, high quality and comfortable service.  I hope you will agree that with fares starting from 1 TL, this is extremely good value.  One of the ways we are able to offer such low fares is  by not offering a seat selection option so at this stage we have no immediate plans to introduce this option.  Thanks once again for your email.

Writer’s note: “.. fares starting from 1 TL”.. I would like to ask at this point what percent the tickets they sell at 1 TL correspond to.. The answer they would provide might probably turn out to be not worth mentioning as a supporting point. Because everybody knows the prices have really gone up after takeover ..  A quick look at what people say on Google would confirm the prices have really sky-rocketed..

RegardsCalum

zzbb:

From: Rhona.Gray@stagecoachgroup.com
[mailto:Rhona.Gray@stagecoachgroup.com]
Sent: 16 July 2012 09:04
To: Calum CusiterSubject:
Fw: MAIL TO MR BRIAN SOUTER

fyi

Rhona GrayPA to Sir Brian Souter, Chief Executive
Stagecoach Group plc10 Dunkeld RoadPerthPH1 5TW
Tel: +44 1738 642011Fax: +44 1738 442158
E-Mail: rhona.gray@stagecoachgroup.com —–

Forwarded by Rhona Gray/UKBus/SCHQ on 16/07/2012 09:03 —–
From:        “BusinessTurkeyToday” <businessturkeytoday@gmail.com>
To:        <Rhona.Gray@stagecoachgroup.com>
Date:        16/07/2012 08:58
Subject:        MAIL TO MR BRIAN SOUTER ——————————————————————————–

Attn. Ms Rhona GRAY, I would like to refer to the mail I received from your staff (Calum Cusiter) in reply to the mail I sent “for the attention of” Mr. Brian SOUTER.

I understand you assigned him to handle my mail and he did so..However, without much success obviously…   Should you be so kind to spare a little of your most valuable time, you would certainly understand your employee’s mail  is nothing more than “trying to manage the situation” with irrelevant information aas follows;

“ .……Different countries have different ways of travelling – for example, in the UK and USA it would not be usual to be able to select your seat within a ferry or bus. In Turkey (by law) we have to allocate a seat number so this is why it has been done in this way for idobus.com. We aim for idobus.com to provide a great value service that enables passengers to cut their travel times and to travel in comfort without the stresses and hassles of Istanbul traffic congestion. “ etc…

I honestly do not find this comment/remark relevant to my question.. He says “In Turkey (by law) we have to allocate a seat number so this is why it has been done in this way for idobus.com”…

This is exactly the point I was referring to; WHY CAN I NOT HAVE MY SEAT NUMBER IN MY POCKET before I get on the bus waiting for me on the other side of the Marmara sea, to carry on with my trip to IZMIR destination?”..

For your information; The passenger gets on the ferry (operated by IDOBUS) in Istanbul. gets off the vessel on the other side of the Marmara Sea and gets on the bus (buses operated by Ulusoy and Kamil Koç for IDOBUS) to further ride down to Izmir… Now the problem is, at the time of reservation (on the net or phone) the passenger is not given A SEAT NUMBER on the BUSES.. (meaning someone with a problem of travelling in the front seat, or back of the bus would have to suffer in case the system gave this person a seat at the front – or at the back)

I believe and hope my question is much clearer now.. This situation iss absolutely unacceptable.. And in Turkey we all know that at the time of reservation you can personally chose your seat number.. This has been so for decades now..What IDOBUS (Mr. Souteer’s company) is handling this issue in a very unfair way. In fact it imposes/dictates the passenger which seat number to take etc..   I was wondering if Mr. Souter (transportation business genie) would regard this situation as normal/fair or else what kind of logical explanation would he be able to provide us with.. Because you can make sure about one thing; Many people are truly disturbed with such monopole practices of IDOBUS company and this has caused a public resentment worth taking into consideration.. If I were in your place I would make sure Mr. SOUTER personally reads this mail – judging on my opinion he is the person with succh success record and would not wish to miss such important feedback.

Best regardsMUSTAFA HUNCA

From: Rhona.Gray@stagecoachgroup.com
[mailto:Rhona.Gray@stagecoachgroup.com]
Sent: 25 June 2012 13:30
To: Calum CusiterSubject:
Fw: Brian Souter Website Enquiry Copy email as requested. Regards, Rhona.