No one on the forum has physically there so there are lots of maybes
We know without question that there was a total failure of staff to recognise the needs of a group of passengers
The principle blame lies with the ticket clerk who failed to act upon a direct request for assistance. This member of staff was totally out of order, provided false information (the upgrade ticket) and failed to follow the proceedure to assist the passengers
Other staff in the chain are depending on being told, so if a train manager isn't told, (s)he won't know thus Heuston wouldn't be in the loop and so on. Lots of maybes someone should have copped what was going on but the whole thing comes back to the ticket clerk who failed to deal with the situation.
We don't know what is going on with the gate in Heuston, we don't know if it was the correct gate
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