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OUR CALL CENTER

ARAS KARGO CUSTOMER RELATIONS

OUR CUSTOMER RELATIONS POLICY

Customer Relations,

With the purpose of being the preferred brand in the sector pledges;

 

To ensure the continuity of open communication,

To be easily accessible from all channels to improve customer satisfaction and service quality,

To handle and resolve all the complaints that reflect to itself according to legal obligations and laws, objectively and neutrally, on the basis of transparency and confidentiality,

To serve at the targeted time by demonstrating a customer focused approach,

To be an organisation that is accountable and constantly improves itself with the experience gained from customer feedback.

OUR CALL CENTRE

 

Aras Call Centre works to answer and solve all your questions and problems related to our services.

You can directly contact with our Call Centre employees from 444 25 52 numbered phone 5 days of week (Monday-Friday) between 08:30-18:00 and Saturdays between 08:30-13:00.

 

By calling our Call Centre you can;

Get accurately informed about the last status of your shipment,

Give registers for your shipment to be picked up from your address,

Gain information on delivery times,

Have more detailed information about our services.

 

CHANNELS WHERE YOU CAN RELAY YOUR COMPLAINT TO

Channels Feedback Service Times
QR code ( Branch ) Weekdays:09:00 - 18:00 /
Saturday: 09:30-15:00
Face-to-face Branch: Weekdays: 09:00 - 18:00 /
Saturday: 09:30-15:00
Other: Weekdays: 08:00 - 17:30 /
Telephone (Landline 444 25 52 and Mobile Lines ) Personal: Weekdays: 08:30-18:00/
Saturday: 08:30-13:00
Corporate: Weekdays 08:00-17:30
Mobile Lines: 7/24
(These are the lines reserved by directorate General Corporate Customer Relations employees for customers. )
Region: Weekdays: 08:00-17:30
Aras Kargo Website Weekdays: 08:30 –18:00
Saturday: 08:30-13:00
Letter Weekdays: 08:00 –17:30
Fax Weekdays: 08:00 –17:30
E-mail Weekdays: 08:00 –17:30
Live Support Weekdays: 08:30 – 18:00 /
Saturday 08:30- 13:00
Complaint Sites Weekdays: 08:30 – 18:00 /
Saturday 08:30- 13:00
Social Media Weekdays: 08:30 – 00:00 /
Saturday 08:30- 00:00
BTK Weekdays: 08:30 –18:00
Saturday 08:30- 13:00

 

*Our customers can send notice via Web, Letter, Fax, E-Mail, and Social Media 24/7. Feedback is handled within the scope of service hours.

*No fees are requested during the activities performed by Aras Kargo during the feedback management process.

*The information is not shared with 3rd parties without the permission of the customers.

 

CUSTOMER COMPLAINTS SOLUTION PROCESS

Customer Complaints are taken from all channels.

Customer Complaints are registered.

Customer is given “your complaint is registered” information and call register number information.

Customer can follow the complaint with the call register number as soon as the complaint is registered in the system.

Complaint is analysed and prioritised.

Actions to resolve the complaint are determined and planned.

If it is possible for the complaint to be resolved without waiting, the actions are realised immediately.

If additional data, information etc. is needed to resolve the complaint, information gathering and surveying stage is performed.

Customer complaint is resolved as the result of actions.

Customer is informed about the resolution.

In case the customers don’t accept the methods related to the solution and no alternative solutions are left, the owner of the complaint is informed regarding the legislations and out-of-company solutions.

Complaint closing stage is completed in case the customers don’t follow the legal procedure, or after getting customer approval regarding the solution.

WHERE CAN I FOLLOW MY COMPLAINTS FROM?

You can follow your complaints with your call register number or cargo tracking number.( Your complaint call register number is the special number shared with you after your feedback.

Whereas your Cargo Tracking Number is the 13 digit number located on the dispatch note when you send a cargo.)