The Customer Service Department handles complaints received from railway customers and the broader public, in a fair objective and businesslike manner.
The Customer Service Department is an independent unit subject to the Service Division which is subject to the CEO of Israel Railways.
The Customer Service Department may be addressed with anything that is related to Israel Railways: A query, a proposal for improving efficiency, or an expression of satisfaction or dissatisfaction with the service.
Response to appeals that have been received is sent within 45 days from the time of receipt.
We invest our utmost efforts to respond as quickly as possible and in most cases the response time is shorter.
In order to help us respond quickly, please include as explicit and detailed description as possible to ensure a thorough and comprehensive inquiry.
Before sending an appeal, it is recommended that the following details be included:
Furthermore, sending an appeal by e-mail will facilitate a quicker response. Complaints that are sent by e-mail are immediately accepted into the department's computer system and the handling of these is commenced more promptly.
Through online form: click here