Never thought I'd read this, kudos to Steve for being the only manager to have the guts to go on record (never has the apology gone on line) but again short on details, no availabilty of the refund form online and no description of the refund amounts. No apology for the chaos or poor information
The backup train for the 19:00 is to use the 21:00 set and fix the 19:00 in time didn't work, of course someone should have called Connolly and a full intercity set could have been in Heuston within 30 minutes ready to roll
Quote:
Heuston Station services Thursday evening 16th November - an apology by General Manager, Southern & Western
Dear Customers,
Please accept my sincere apologies for the major disruption to the 18:35, 19:00 and 21:00 services from Heuston last night (Thursday 16th November).
A series of mechanical faults occurred to the trains operating these services and critically also occurred to the standby trains which we would normally use to cover such eventualities.
As a result our contingency service plan for your services simply was not good enough.
Today I am conducting a full enquiry into the route cause of each mechanical failure and also how we can improve our contingency planning to deal with these exceptional circumstances in order to limit the extent of delays experienced last night.
Of course compensation is available, forms can be obtained at the customer service desk at Heuston Station.
In addition, I will be holding a meet the manager event on Heuston concourse in the coming weeks and will be available to provide updates on actions taken following my enquiry.
Steve Murphy
General Manager,
Southern & Western
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