[roamling]

http://www.independent.ie/opinion/an...l-1945344.html

it’s worth to quote the full text of this article here as well, in addition to the link. IE needs to do something radical here, they are stuck in their old mind set of just letting things run until the system breaks, then they apologize and shrug their shoulders and that’s it until the cycle repeats itself, pathetic.

By Charlie Weston

Tuesday November 17 2009

'We didn't miss this service at all'

FOR Irish Rail, it seems that decent consumer service is a bridge too far. The state rail company re-opened the Northern Line yesterday after the line was out of action for three months while the viaduct between Malahide and Donabate was being repaired.

The rail company had three months to get the service back on track. But for this commuter at least, it was a case of delayed, then cancelled trains, rail staff who had earphones on so they couldn't hear you if you attempted to make a polite inquiry, and nothing in the way of apologies.

Ah yes, welcome back Irish Rail -- never a company to treat its customers well. So excuse me if I tell Irish Rail that its "service" has not been missed.

In the place of Irish Rail for the past three months, Dublin Bus had risen to the challenge magnificently, with express buses that used the Port Tunnel and got passengers into the city rapidly, helpful and courteous staff, buses that left on time, and an accommodating management team ever prepared to provide extra buses as soon as a problem arose.

Dublin Bus operations manager Mick Matthews was most helpful when commuters asked for extra buses or changes to the schedule, responding on the day to requests from the likes of Donabate and Portrane Community Council.

Contrast that with Irish Rail's miserable attempt yesterday to get the service back up and running.

Turning up at Donabate train station expecting the 10.02am train to leave on time was probably being foolishly optimistic.

The electronic display signs were not working, and the helpful and polite Irish Rail staff member had not been told what was going on, but he thought the train would be delayed by 15 to 20 minutes.

Waiting

So we stood on the platform and got cold waiting. Then the public address system informed us that the train would be delayed for 30 minutes "due to operational problems".

Minutes later, it was announced that the train was cancelled. Apparently, the train that was due to leave Drogheda had broken down.

So I hitched a lift to Malahide with the wife of a fellow passenger, given to understanding from the station staff that the next train was not until 12.40pm.

There we were on the platform at Malahide and lo and behold, unannounced, a diesel train arrived. Eventually the train took us to Connolly Station, an hour late.

Welcome back Irish Rail, but we can honestly say we did not miss you.

- Charlie Weston

Irish Independent