I recently visited the Indonesian Embassy in Ankara for an appointment, and while there were some positive aspects, there were also a few issues that could be improved.
What went well:
The young man at the reception was polite and professional, making sure everything was in order even though the office wasn’t quite ready when I arrived. His helpfulness was much appreciated.
My second phone call experience was much better. The staff member I spoke with was clear, kind, and accommodating, which made the process smoother.
What could be better:
Appointment System Issues: I encountered a significant issue with the online appointment system. My 9:00 AM appointment was not detected by the system when I arrived. The system did not show any red markings, and there was no email confirmation received after booking. As a result, I was unable to process my documents on my first visit because the appointment was not registered properly. After returning, I tried again, and this time it worked. I strongly recommend double-checking that you receive a confirmation email after booking, as without it, you may encounter problems. Calling to confirm doesn't seem to help, so it's crucial to ensure your appointment is fully registered before arriving.
Staff Readiness: I arrived 30 minutes early for my appointment, but the office wasn’t open yet, and the staff weren’t fully prepared. It would be helpful if the embassy could ensure that everything is ready for the scheduled appointment times.
Security & Waiting Areas: There was no visible security inside the building, which could make visitors feel more secure. Additionally, with the cold winter weather, it would have been more comfortable if there were indoor seating available for those waiting outside the gate.
Phone Service: While I appreciate the embassy’s efforts to assist, it was frustrating for people not knowing whom they speaking to during phone interactions. Due to diplomatic rules, I understand that staff might not be able to disclose their full names, but it would be helpful if they used an alias or some identifier when answering the phone. This would make visitors feel more confident in their communication and provide a sense of continuity in the service.
Additional Thoughts:
I live nearby, so I was able to commute there easily after making new appointments, after my initial appointment mishap. However, I can’t imagine how frustrating it would be for people living across the city, or further away, who might face the same issues I did. Having to return multiple times because of system errors or lack of confirmation could be a huge inconvenience for those who need to travel long distances. This is one reason why I believe the embassy has received some poor ratings – it’s not just about the service on the day of the appointment, but also the reliability of the system.
Overall: The embassy staff are generally kind and helpful, and I believe there is great potential for improvement. With a few adjustments in communication, staff readiness, and waiting conditions, the embassy could offer a more seamless and welcoming experience. I hope these improvements can be made soon, as this would truly enhance the overall service and reflect Indonesia's warmth and hospitality more effectively.
I will update my review once I have completed the processing of my documents.
