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Unread 25-07-2008, 13:01   #1
crc
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Default Still no refund

I sent in a refund application to Iarnród Éireann on 12 June, and still haven't heard anything back from them.

The refund was based on the late arrival of the 6pm Dublin to Cork train on 6 June. The train was over an hour late, and I applied for the 50% refund that's available.

What should my next course of action be? Should I just send them a letter, or is there something I should / could do to 'escalate' the issue?
I don't even care about the amount of money really (€16.50), its more the principle that I am entitled to a refund, and IE appear to be acting like pigs and either won't give it to me or are making it difficult for me.
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Unread 25-07-2008, 13:06   #2
Mark Gleeson
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This is normal, its at least 6 weeks for a refund, of course this is denied

The only solution is to write to

Customer Services
Southern and Western
Heuston Station
Dublin 8

Thats normally enough, but if you want to cause trouble, use the following phrase

"I am dissatisfied, I wish to appeal to the appeals committee"

Wait another 4 weeks and you get a response.
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Unread 25-07-2008, 13:15   #3
crc
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Thanks for that. Six weeks is a very long time. I'll write them a normal letter and see what they say.
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Unread 25-07-2008, 13:34   #4
Mark Gleeson
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Apparently they are understaffed, not our problem, suppose we are to blame for it by educating people to claim refunds

You should get an answer within 4 weeks, never personally got an answer in 4 it always been 6

They still haven't figured out that if the ticket was bought online the quickest way is to simply use the website to refund the customer directly if they used visa/mastercard

And of course, IE in Heuston don't have a franking machine so everything is sent to Connolly before it gets sent adding a further 3 days to the letter getting to you
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Unread 25-07-2008, 14:55   #5
ErnestGoodheart
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Quote:
Originally Posted by Mark Gleeson View Post
Apparently they are understaffed
Maybe they should transfer some of the moving statues in Connolly to that Dept then.
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Unread 28-07-2008, 10:48   #6
crc
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Default got refund

Hurray! Almost exactly 6 weeks to the day when I sent in my application, I got €17 in vouchers. The vouchers are a little annoying, since I rarely go to the ticket office any more and book online instead. It would have been better if they had refunded my credit card, but then they wouldn't be sure that I would use the train again. It would be very handy if you could redeem the vouchers when making a booking online, but I suppose I should be happy that I got anything from IÉ at all.
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Unread 28-07-2008, 10:53   #7
Mark Gleeson
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EU law will make the vouchers illegal if the customer requests a cash refund.

Bad news is they stick your name on the vouchers so we can't arrange a cash for vouchers exchange program.
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