1 hour delay to 18:05 Westport - Dublin

StephenM · 20-10-2007, 22:53

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!

Derek Wheeler · 20-10-2007, 23:08

Were refund forms issued or mentioned?

StephenM · 20-10-2007, 23:14

Quote:

Originally Posted by Derek Wheeler

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.

Derek Wheeler · 20-10-2007, 23:27

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.

StephenM · 20-10-2007, 23:40

Quote:

Originally Posted by Derek Wheeler

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.

Colm Moore · 20-10-2007, 23:51

Quote:

Originally Posted by StephenM

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?

Thomas Ralph · 23-10-2007, 21:22

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.

KSW · 23-10-2007, 21:31

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.

StephenM · 18-11-2007, 12:01

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.

KSW · 18-11-2007, 18:55

It depends on who replys back to you, My attitude on Iarnrod Eireann has also completly changed regarding personal writings to the company.........

Mark Gleeson · 18-11-2007, 20:14

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

KSW · 18-11-2007, 20:53

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!!.........

StephenM · 19-11-2007, 09:32

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.

Pierce · 20-11-2007, 21:35

Quote:

Originally Posted by StephenM

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?

StephenM · 20-11-2007, 22:53

Quote:

Originally Posted by Pierce

A weeek is fanastic. €15-00 How much is the Westport journey?

€30.50 Student Return. I wont be persuing the €0.25!

20-10-2007, 22:53	#1
StephenM Regular Poster Join Date: Nov 2006 Location: Back using the car due poor service Posts: 135	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!

18-11-2007, 20:14	#11
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	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 __________________ Unhappy with new timetable - let us know

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20-10-2007, 23:08	#2
Derek Wheeler Registered user Join Date: Dec 2005 Location: Kildare Posts: 1,555	Were refund forms issued or mentioned?

20-10-2007, 23:27	#4
Derek Wheeler Registered user Join Date: Dec 2005 Location: Kildare Posts: 1,555	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.

23-10-2007, 21:22	#7
Thomas Ralph IT Officer Join Date: Sep 2007 Location: Greenwich, London Posts: 1,860	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.

23-10-2007, 21:31	#8
KSW Really Regular Poster Join Date: Mar 2007 Location: Rosslare Line Posts: 600	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.

18-11-2007, 12:01	#9
StephenM Regular Poster Join Date: Nov 2006 Location: Back using the car due poor service Posts: 135	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.

18-11-2007, 18:55	#10
KSW Really Regular Poster Join Date: Mar 2007 Location: Rosslare Line Posts: 600	It depends on who replys back to you, My attitude on Iarnrod Eireann has also completly changed regarding personal writings to the company.........

18-11-2007, 20:53	#12
KSW Really Regular Poster Join Date: Mar 2007 Location: Rosslare Line Posts: 600	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!!.........

19-11-2007, 09:32	#13
StephenM Regular Poster Join Date: Nov 2006 Location: Back using the car due poor service Posts: 135	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.