NIR spent a lot of time on consultation, several thousand responses came back listing what passengers really wanted, Irish Rail never did that. I am aware of one UK based operator which took a group of passengers to the factory and got them to sit inside a new coach and asked to position the seats.
Its all about the passenger or should I say customer, Irish Rail have made for horrific design choices in recent years, they are instantly obvious
What really makes the difference is there is a conductor on each train, they control the doors and indeed stand on the platform while the train is halted, it looks professional and clearly more passenger focused
BTW the 14:10 Belfast Dublin is 20 minutes down due to a mechnical fault, translink actually have a decent website
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