[16-11-2006] Heuston after 18:30

[Mark Gleeson]

Full 100% refunds apply http://www.platform11.org/passenger_info/refunds.php

Customer Relations
Southern and Western
Iarnród Éireann
Heuston Station
Dublin 8

Contact 01 703 4499

Manager in Charge: Steve Murphy
Manager of customer relations: Liam Kenny

I'd very interested to know exactly how long a response takes

[2Funki4Wheelz]

Originally Posted by Mark Gleeson

Full 100% refunds apply http://www.platform11.org/passenger_info/refunds.php

Customer Relations
Southern and Western
Heuston Station
Dublin 8

01 7034499

I'd very interested to know exactly how long a response takes

You'd be surprised how many people aren't bothered cos 'it's only a few quid', it's very frustrating when you tell them about the refunds.

[Thomas J Stamp]

What exactle happend, does anyone know?

From reading Marks first post it looks as though TWO Mk4's sat down. Why was this?

So it was what, the 1900 to Cork? And it left at 21.30? What happned to the 18.35? Was it singnals or trains?

[sandraoh]

18:35 caught the 21:20 train too. It was technical difficulties with the 18:35 it was technical difficulties with the 7pm (I heard the brakes were locked) it was technical difficulties with the 2nd MK4 and the final one was fine because it left. I think it only left late because it was waiting for board all the people from all the various trains. There were no posters in Heuston this morning which I expected and there is nothing on the website either.

[Mark Gleeson]

Reports I got suggested total chaos

It appeared passengers for different stations where herded onto different trains, or when it became clear another train serving some stations would leave before the Cork train everyone had to move.

Of course what broke is not clear

Since the new train was in pull mode the hot money is on a suspension failure or a parking brake failure

The 19:05 to Galway left on time so a signalling, suicide, bridge strike, flood, aliens etc can be ruled out

[Mark Gleeson]

Reports indicate that sets 4005 and 4006 where involved and that indeed it was a brake related problem on both sets

Thanks to all who reported in info

[2Funki4Wheelz]

And as always - neither passengers for Portarlington or Kildare were told of the 19.05 Galway alternative option. Regular commuters are aware of it but anyone else is left sitting, wasting their time.

Surely when there's an alternative it's best practice to get as many people affected out of the way on normal services, so there's less of crush on any replacement train?

[Mark Gleeson]

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

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

[sandraoh]

most people have a refund form because I gave them one and told them their right to refunds under the charter. No staff were anywhere near the queue for the train. Did i mention we were made queue in the freezing cold? They most hid behind one of those yellow skip things on platform 5