Customer Feedback Guidance

ODEON Tours considers priority that to regard its guests and related other parties and to understand needs and expectations of them. ODEON Tours receives all sorts of feedbacks favourably and evaluates them as a revolution and development instrument. This guidance is prepared to inform complainant parties about ODEON Tours Complaint and Request Management Process.

1. Feedback Channels 

ODEON Tours shares information about complaint/request handling process with potential complainants in following channels; - Via the transmitting Service Standards of relevant market to tour operators before season, ile, - On the web for tour operators/domestic market agencies, suppliers and all the other stakeholders, - Via fliers, vouchers, info boards; during transfer and info hours and during all the other guidance services in case of necessity, - Handicapped guests are informed by specific guidance services. Our guests can access Guest Relations Associates or an authorized person in the nearest office via the mail, phone or fax during their holiday. Contact information of ODEON Tours head office and branch offices are indicated below;
 

ANTALYA HEAD OFFICE 
Havaalanı Cad. Lara Çarşısı Güzeloba 07230 ANTALYA
Phone: 0 242 349 48 48 Fax: 0 242 310 83 60

İSTANBUL BRANCH OFFICE 
Cumhuriyet Caddesi Efser Han İş Hanı NO: 181 7th floor Harbiye - Taksim İSTANBUL
Phone: 0 212 247 46 46 Fax: 0 212 225 72 64

İSTANBUL SALES OFFICE 
Cumhuriyet Caddesi Esra Apt. No: 191 Harbiye-Taksim İSTANBUL
Phone: 0 212 240 67 66  Fax: 0 212 240 60 67

İSTANBUL BAĞDAT SALES OFFICE
Suadiye Mah. Bağdat Caddesi No:369
Kat:4 Daire:9  Şaşkınbakkal - Kadıköy İSTANBUL
Phone  : 0 216 302 16 16  Fax  : 0 216 302 00 94

İSTANBUL ATRIUM AVM SALES OFFICE
Ataköy 9-10 Kısım Atrium AVM Kat:2 No:184
Bakırköy İSTANBUL
Phone  : 0 212 661 01 41  Fax  : 0 212 661 01 42

MARMARİS BRANCH OFFICE 
Kemeraltı Mah. General Mustafa Muğlalı Cad. Erden İş Hanı No: 28/3 48700 Marmaris - MUĞLA
Phone: 0 252 413 50 40-41  Fax: 0 252 413 50 43-45

BODRUM BRANCH OFFICE 
Nergis Sitesi No: 3 Gümbet / BODRUM
Phone: 0 252 319 21 85  Fax: 0 252 319 28 42
 

Our guests can call the following number when they want to access directly to the Guest Relations Unit during their holiday: 444 07 80. Our guests can notify their complaints and requests to the call centre by calling (0212) 444 0 684. “Contact” forms on “Contact” section of www.odeontours.com and www.odeontours.com.tr can be used for internet communication. E-mails can be sent to misafiriliskileri@odeontours.com for e-mail feedbacks. 

2. Evaluation of Feedback and Solution

 
All feedbacks are recorded on specific software immediately. Complainant is informed about receipt and recording of complaints in the same day at the latest. Complaints/requests are evaluated in terms of its seriousness, effects to security, complexity, possible effects and necessity of emergent proceeding. After this first evaluation, investigation and solution process is initiated as a result of prioritization. All sorts of acceptable effort are made for all cases about complaint/request and investigation and solution of complaint/request. If the complaint/request can not be resolved immediately, the case is handled in a manner that aimed to resolve effectively as soon as possible. After investigation, solution alternatives are offered considering that to prevent recurrence of the case. All possible alternatives are tried to offer until the complainant party is satisfied Questionnaires and random surveys are conducted to measure the satisfaction level of complainant parties about our complaints handling process and to gather data for process improvements to increase guest satisfaction. In complaint solution process all guest conversations are recorded in accordance with our quality standards and efficiency of service quality is monitored via the regular random controls. 

3. Reporting

Our customers can request recorded information of their complaints/requests. Our collaborative customers are informed about reports, feedbacks, actions and current status of actions permanently in definite periods.

4. Development of Feedback Process

Complaints/requests are handled in management meetings in weekly, monthly and quarterly periods. ODEON Tours performs efficiency evaluation about complaint and request handling process by internal audits in accordance with its Management Systems and initiates action plans for areas for improvement. ODEON Tours performs benchmarking in accordance with necessities and extents good work practices by conducting collective works with other subsidiaries of OTI Holding.  

5. Compliance with the Law

ODEON Tours handles and investigates feedbacks from guests and other complainant parties considering legal requirements (TÜRSAB Kütahya Çizelgesi, Seyahat Acenteleri Yönetmeliği and Tüketicinin Korunması Hakkındaki Kanun etc.).

6. Confidentiality Principle

ODEON Tours undertakes the following subjects about information in all records of complainant parties in the scope of complaints handling process; - These information can only be gathered to handle complaints in ODEON Tours ile, - Personal information can not be revealed without permission of customer or complainant ile, - All records are kept private ile, - ODEON Tours does not share any information with third parties except legal obligation - In case of legal obligations, customers whose information is to be shared are informed before sharing.