The big difference I see is the way refunds to consumers are handled in the case of persistent delays. Irish Rail would almost certainly end up refunding almost every season ticket holder 10% every year if they were held to the same same 90% less than 5 minutes late standard that most UK railways maintain.
* 1850 phone numbers should be banned for customer support. Most people get geographic numbers included in their mobile bundle which is what should be used for support.
* I don't see the main call centre hours as being a problem but since they use the same number for anti-social behaviour notification, this is a serious issue. They should be operating a notify by text mechanism for this as it is far more discreet to be able to text for help rather than having to put yourself at risk by being visible to offenders.
* Absence of staff on some intercity services is absurd due to it enabling anti-social behaviour and fare evasion.
* Most staff are tidy enough - this is something that has improved a lot in recent years, but the uniforms themselves are quite scruffy I think.
* Performance measurement as it currently stands is a complete waste of time. There must be serious massaging of figures going on by claiming temporary timetables since you can go through a month of serious disruption with flooding and leaf slip with trains not running, and massive delays yet the figures barely budge.
* I don't really have an issue with discount levels and compensation for delays. I do have a serious problem with how Irish Rail's planning for disruption. It always seems to be on a wing and a prayer. I've been abandoned in Broombridge, Enfield and in Maynooth several times and left to find my own way home.
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