IETT: Metrobus Complaint Applications Decreased by 8,6 Percent

Complaints filed for metrobus
Complaints filed for metrobus

IETT made improvements in the lines that received the most complaints with the work it carried out on complaint reports. As a result of the regular work carried out, there was a 8,6 percent decrease in complaints and a 3 percent decrease in general complaints.

IETT General Directorate, one of the affiliated companies of Istanbul Metropolitan Municipality (IMM), has increased the number of trips from 44 thousand 1 to 7 thousand 24 in the Metrobus line, which provides service to 6 million passengers 900 days a day with 7 stations.

Improvements were also made across the line. TÜYAP, Avcılar, Şirinevler, who provide 24-hour security service, CevizliThe elevators at the vineyards, Edirnekapı and Zincirlikuyu stations were made available to citizens with disabilities and children until the morning. A renewal project was created for elevators and stairs, which frequently fail. Work has begun to combine Beşyol and Florya stations and build a larger and more convenient station.


At Altunizade Metrobus Station, after the integration with the metro, the ticketsmatic devices and turnstiles were located at the start and end points of the overpass. Thus, the overpass and turnstile density is reduced. In addition, by making a download platform at the station, expansion and improvement work was carried out in the passenger entrance and exit areas. An additional exit area was created by expanding the Altunizade Station passenger area. The Zincirlikuyu passenger area was also expanded. In this way, the station entrances and exits have been greatly relieved, the number of complaints has been reduced.


IETT launched a signing application for the Metrobus stops for citizens to wait in the right place. Metrobus vehicle traffic was reduced by applying frequency compliance signalization to Beylikdüzü and Söğütlüçeşme.


Work on the renewal of GPS devices in all vehicles connected to IETT started. This process is planned to be completed in a short time. In this way, it will be ensured that the passengers waiting at the stop will have better access to information about when the vehicles will arrive. In the Mobiett application, which is one of the main complaints of Istanbulites, innovations were made in both the infrastructure and the interface. In addition to the addition of new features such as personalization, waiting at the stop, the new version, which provides new access facilities for the disabled, will be launched in March.

For MOBİETT, the entire network system has been moved to local servers and a redundant structure has been established, including service information services. In addition, alarm mechanisms were created to inform the servers before service interruption occurred, and early interventions and service interruptions were prevented.


An average of 35 thousand applications are made to IETT every week. 15-20 percent of these applications consist of complaints. Classifying the complaints of Istanbulites, IETT Customer Service Directorate creates lists on line basis. IETT carries out a comprehensive study to solve the problems by examining the complaints of the citizens one by one. As a result of this regular study, there was a 100 percent decrease in the number of complaints on the basis of 3 thousand trips last year.

IETT mobilizes its fleet with intense planning in order to provide better service to the people of Istanbul. Istanbulites can convey all their requests, suggestions and complaints through ALO 153 Call Center, MOBİETT application, IETT social media accounts and website.


Günceleme: 17/02/2020 18:15

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