Rail Users Ireland Forum

Go Back   Rail Users Ireland Forum > Irish Rail Customer Service Issues > Intercity and Regional > Dublin Mayo
Register FAQ Members List Calendar Search Today's Posts Mark Forums Read

Reply
Thread Tools Search this Thread Display Modes
Unread 20-10-2007, 22:53   #1
StephenM
Regular Poster
 
StephenM's Avatar
 
Join Date: Nov 2006
Location: Back using the car due poor service
Posts: 135
Default 1 hour delay to 18:05 Westport - Dublin

Just to say that tonights service from Westport to Dublin was delayed by about 10-15 minutes in Clara while we were waiting for the 19:05 to Galway to pass. It was announced and we trundled on after a while. Now heres where I am confused.

We stopped outside Geashill due to the 18:05 Galway - Dublin had broken down ahead of us. By the looks of things it was the far side of the passing loop at Geashill, and would have been sitting there for atleast an hour. Our locomotive was then disconnected and ran ahead, as far as I can tell it pulled the Galway train onto the passing loop at Geashill then re-connected to the Westport train and pulled up as far as the signal at the end of the loop to wait for a relief train from Portarlington. The total delay in Geashill was about an hour and they had 3 announcements.

On arrival into Dublin (1 hour late) IE had put in a free bus service into the City Centre. Overall despite the delay I was pretty happy with the attitude of IE and even the guy at the customer service desk was quite friendly.

I feel sorry for the Galway passengers though, over 2 hours late. Ouch!
StephenM is offline   Reply With Quote
Unread 20-10-2007, 23:08   #2
Derek Wheeler
Registered user
 
Derek Wheeler's Avatar
 
Join Date: Dec 2005
Location: Kildare
Posts: 1,555
Default

Were refund forms issued or mentioned?
Derek Wheeler is offline   Reply With Quote
Unread 20-10-2007, 23:14   #3
StephenM
Regular Poster
 
StephenM's Avatar
 
Join Date: Nov 2006
Location: Back using the car due poor service
Posts: 135
Default

Quote:
Originally Posted by Derek Wheeler View Post
Were refund forms issued or mentioned?
Due to the wonderful PA System in Heuston I made out the appology and the free bus but I am not 100% sure of the refunds.
StephenM is offline   Reply With Quote
Unread 20-10-2007, 23:27   #4
Derek Wheeler
Registered user
 
Derek Wheeler's Avatar
 
Join Date: Dec 2005
Location: Kildare
Posts: 1,555
Default

Obviously everyone on your train was entitled to a refund of sorts. A one hour delay is rather substantial.

This highlights yet again the poor exposition of the customer charter and the performance of IE management in terms of performing basic tasks that they themselves have set out.

We recently had Barry Kenny on the radio talking about the new EU legislation. He went on about the charter and IEs position on lates trains. He spoke as if they had invented the process and how it is (apparently) better that the EU proposal. He also mentioned that staff had once stood on platforms handing out forms in relation to "refunds". That happened in Heuston and we are in no doubt that it was as a result of pressure applied from here. Why? Because we had members on the affected trains.

In general the customer charter is a disgrace. Why? Because despite its early promotion it is now hidden like so much else in that place. I would assume that StephenM was not told about the ticket refund policy.
Derek Wheeler is offline   Reply With Quote
Unread 20-10-2007, 23:40   #5
StephenM
Regular Poster
 
StephenM's Avatar
 
Join Date: Nov 2006
Location: Back using the car due poor service
Posts: 135
Default

Quote:
Originally Posted by Derek Wheeler View Post
In general the customer charter is a disgrace. Why? Because despite its early promotion it is now hidden like so much else in that place. I would assume that StephenM was not told about the ticket refund policy.
It was only through these forums that I became aware of the guidelines of the refund policy. The refund forms were sitting on the Customer Service desk, not sure if they are always there.
StephenM is offline   Reply With Quote
Unread 20-10-2007, 23:51   #6
Colm Moore
Local Liaison Officer
 
Colm Moore's Avatar
 
Join Date: Dec 2006
Posts: 5,442
Default

Quote:
Originally Posted by StephenM View Post
It was only through these forums that I became aware of the guidelines of the refund policy. The refund forms were sitting on the Customer Service desk, not sure if they are always there.
God was on that train, wasn't he?
Colm Moore is offline   Reply With Quote
Unread 23-10-2007, 21:22   #7
Thomas Ralph
IT Officer
 
Join Date: Sep 2007
Location: Greenwich, London
Posts: 1,860
Default

The new EU regulations are only going to apply to cross-border trains until the middle of the next decade, from what I've seen, and the Enterprise charter is already pretty good.
Thomas Ralph is offline   Reply With Quote
Unread 23-10-2007, 21:31   #8
KSW
Really Regular Poster
 
Join Date: Mar 2007
Location: Rosslare Line
Posts: 600
Default

One hour delay Ouch!, Feel sorry for the Galway passengers doh.. I think its a complete 100% refund. or 50%. If you were on (I.E) the Cork 1st class then its 100% Refund and a Sorry from the First class Host.
KSW is offline   Reply With Quote
Unread 18-11-2007, 12:01   #9
StephenM
Regular Poster
 
StephenM's Avatar
 
Join Date: Nov 2006
Location: Back using the car due poor service
Posts: 135
Default

Just to say I got a 15 refund in the post this week along with a letter explaining what went wrong in an informative manner. To be honest I was very surprised by the explaination and very happy with the service. IE are in my good books now.
StephenM is offline   Reply With Quote
Unread 18-11-2007, 18:55   #10
KSW
Really Regular Poster
 
Join Date: Mar 2007
Location: Rosslare Line
Posts: 600
Default

It depends on who replys back to you, My attitude on Iarnrod Eireann has also completly changed regarding personal writings to the company.........
KSW is offline   Reply With Quote
Unread 18-11-2007, 20:14   #11
Mark Gleeson
Technical Officer
 
Mark Gleeson's Avatar
 
Join Date: Dec 2005
Location: Coach C, Seat 33
Posts: 12,630
Default

I wouldn't be quick to start praising them

1. Delay shouldn't have happened in the first place

2. You should get your refund by return of post, not 25 odd days later

Last time it took me 6 weeks to get the refund, they 'lost' the original it appears
Mark Gleeson is offline   Reply With Quote
Unread 18-11-2007, 20:53   #12
KSW
Really Regular Poster
 
Join Date: Mar 2007
Location: Rosslare Line
Posts: 600
Default

Agree, No delay should happen unless outside of their control.
Refunds within 5 working days. Fair enough the Locomotive died but the Company has to suffer the travel costs of each passenger. Anyway thats just my thoughts!!.........
KSW is offline   Reply With Quote
Unread 19-11-2007, 09:32   #13
StephenM
Regular Poster
 
StephenM's Avatar
 
Join Date: Nov 2006
Location: Back using the car due poor service
Posts: 135
Default

It was my own fault that I sent in the claim late and it was back within a week, but the address I sent it to I was not back in until Friday.
StephenM is offline   Reply With Quote
Unread 20-11-2007, 21:35   #14
Pierce
New to the board
 
Join Date: Sep 2007
Posts: 26
Default

Quote:
Originally Posted by StephenM View Post
It was my own fault that I sent in the claim late and it was back within a week
A weeek is fanastic. 15-00 How much is the Westport journey?
Pierce is offline   Reply With Quote
Unread 20-11-2007, 22:53   #15
StephenM
Regular Poster
 
StephenM's Avatar
 
Join Date: Nov 2006
Location: Back using the car due poor service
Posts: 135
Default

Quote:
Originally Posted by Pierce View Post
A weeek is fanastic. 15-00 How much is the Westport journey?
30.50 Student Return. I wont be persuing the 0.25!
StephenM is offline   Reply With Quote
Reply


Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

vB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Forum Jump


All times are GMT. The time now is 11:08.


Powered by vBulletin
Copyright ©2000 - 2019, Jelsoft Enterprises Ltd.