Customer Panel

Rashers · 19-09-2006, 19:44

I seen a notice on one of the railcars ex Drogheda this morning from IE looking for customers to join a customer panel.
I could only 1/2 see the notice, but it mentioned the Belfast, Northern suburban, and Rosslare lines. There were definetly more though.
There was a phone number and email address to get more details...

Mark Gleeson · 19-09-2006, 19:56

We have been aware of this for some time, there are 4 such notices hidden in Connolly no notices in Pearse

We have requested P11 members to join or attempt to join through a notice on the members section. Don't expect miracles these panels per say have existed for many years and where even used to justify the mess in Kildare last year since it was claimed the change was in line with local wishes Kildare passengers seemed to want fewer trains. All the lines listed fall under the jurisdiction of a ex UK manager which explains a lot

Basically they are looking for

Drogheda, Belfast, Sligo, Maynooth and Rosslare

Passengers

customer.usergroups@irishrail.ie
01 703-1747

Hint don't mention P11 since it will automatically disqualify you since these groups are really a cover to satisfy a agreement given to the DoT

You will notice the absence of DART on the list which is no surprise (yeah where I'd qualify), the Dart manager is a wall of silence, ignores letters, denies issues and as always promises results but has yet to deliver anything. We have it in writing that there is a new map for the DART and suburban fleet, dated Feb 5th 2006. We have a copy of said map since July (and we got it from a non IE source) but you won't find it online or on the trains

Nigel Fitzgricer · 20-09-2006, 22:37

About 4 years ago on the Sligo line they handed out surveys to passengers to fill in which were very good I thought. They asked questions about things like "Do You Prefer More Trains a Day?" and information on how many times a year you took the train and so on. They should have something like that on their website running constantly. A lot of the US public transit sites have on-line surveys I think you just need a ticket number to validate it.

Derek Wheeler · 20-09-2006, 22:59

While this IE endeavour sounds good, I fear its just an attempt to stem any form of real action under the guise of looking like they care.

Mark G and I went up north over the summer and seen the translink posters for their user groups (that have been running for a while now). I subsequently got in touch with reps from the Larne line user group and they told me that an independent user group had been established due to Translinks complete inertia in relation to the group they created. Nothing was actually being done.

It is safe to assume that any similar iniative by IE would yield the same results. Its somewhat perverse, that a well known representation body like P11 has not been contacted in relation to this. However, we have already submitted our intent to be involved and would encourage anyone on the lines mentioned, to do likewise.

The RPA actively engage with P11. The DOT actively engage with P11. The Railway Safety Commission actively engage with P11. (all mentioned, initiate contact without prompting and on the basis of our proven role in the area of rail transport) We are even approached by transport related bodies that we wouldn't even begin to know existed. (see european survey thread) But IE continue to distance themselves.(Invitations to ride on a new train don't count) Longterm this will damage IE far more than P11

Rashers · 07-03-2007, 10:01

I first had my name listed to join the panel for the Northern Suburban line last September (during the Ryder Cup to be precise). After no one coming back to me, I rang again in October to get the form, and duly completed it. Despite a couple of follow up emails by me, and a couple of 'we'll get back to you' replies, still nothing.
Another classic example of the joke IE refer to as Customer service. 5 full months of complete inaction. They really don't seem to care at all, and only put the posters up to give the impression they wanted to hear what their customers thought of the service they provide.

Mark Gleeson · 07-03-2007, 10:04

Oh the fun we can have with this

dowlingm · 07-03-2007, 20:18

is this IE's way of identifying troublemakers? i.e., if you apply you must be a nosey bugger and thus you're flagged for life?

Derek Wheeler · 07-03-2007, 23:50

Quote:

Originally Posted by Rashers

I first had my name listed to join the panel for the Northern Suburban line last September (during the Ryder Cup to be precise). After no one coming back to me, I rang again in October to get the form, and duly completed it. Despite a couple of follow up emails by me, and a couple of 'we'll get back to you' replies, still nothing.
Another classic example of the joke IE refer to as Customer service. 5 full months of complete inaction. They really don't seem to care at all, and only put the posters up to give the impression they wanted to hear what their customers thought of the service they provide.

Im disappointed you had this experience Rashers. But Im not surprised in the slightest. Ive been busy on another thread tonight trying to explain why the P11 committee have very little faith in dealing with IE. We had kind of thought the guts fell out of this proposal as we had seen nothing happening on the ground. However, don't be surprised if it is due to lack of interest. While my learning curve in this endeavour has shown me the inertia displayed by IE, Government and politicians in general, Ive also witnessed something similar with rail users themselves. The only difference is the IE and politico heads are paid to care, but the humble passenger just wants to get to and fro.

Colm Moore · 13-03-2007, 21:44

How about FOIing the names of the people on these panels?

Mark Gleeson · 13-03-2007, 21:59

Can't since IE are not under FOI

Rashers · 14-03-2007, 21:27

Aren't these panels meant to be part of the customer feedback part of the memordandum's of understanding that set out to show the min service level IE will provide to the travelling public? I could be wrong there.
While P11 do a fantastic job for commuters, surely there should be some independent way of ensuring the travelling public and the tax payer get value for the hundreds of millions of Euro we subsidise the CIE group with each year.
IE have got wise with the PAC by putting in massive costings on projects, and time frames which are far longer then needed to complete these projects.
The cost of the Docklands station is a classic example. Considering they owned the land, the build cost seemed very high to me, but still was way under budget.
Also, I assume the PAC don't look to ensure the services provided represent value for money. Hence, we are left with the Dept of Transport.....

Mark Gleeson · 14-03-2007, 21:51

Passenger consultation doesn't exist in the MOU, even if it did the MOU is not legally binding.

Its a very shady arrangement between the DoT and IE, the MOU has clearly emblazoned on it "Commerically Sensitive Document" but then states it has no legal effect and quotes no monetary amounts, so it is commercially sensitive to kow the number of trains to Cork?? More suprising is IE managers did not recongnise the document when it was produced.

The customer panel is a farce, IE don't want to hear anything from there passengers who lets face it know more about running a railway than they do. Its a classic PR stunt to look like they care.

One of the greatest challenges Platform 11 faces is finding even more ingenious ways to force IE to change and by god the second the term legal action appears they jump

Rashers · 04-04-2007, 20:50

I have officially given up waiting. My last 2 emails were not responded to, so I wrote today to withdraw my name from the panel.
I also sought an explanation of why, if I was trying to help IE, they decided to ignore me.
It has become a joke.....

If I were a betting man, I'd bet EUR5, that in 2 weeks I'll have received no response to my request for an explanation. If that is the case, time to write to Mr Fern to see if he can shed any light on this....
Never written to him, so might be an opportunity to see if he knows exactly how bad things have become on the customer service front....

Mark Gleeson · 05-04-2007, 08:01

I see a very bad PR day for IE......

Rashers · 10-04-2007, 18:23

Got a reply this morning...1/2 answered my questions. No reason for the delay in not acknowledging my requests for an update, but overall delay due to insufficient responses to form the customer panels.
If memory serves me correctly, they were offering free weekly tickets after attending a certain number of panel meetings over a certain period (think it was 1 year). No good to me as an annual ticket holder.
I think after 6 months waiting, a bit of innovation is required....

zag · 10-04-2007, 21:07

If they are looking for people to join the panel, I'll sign up.

Can anyone point me to the sign-up process ?

z

Thomas J Stamp · 10-04-2007, 21:58

Quote:

Originally Posted by Rashers

Got a reply this morning...

remarkable co-incidence that, wasnt it?

You would have thought that as there were so few replies they would have got back to you quickly?

Or........... perhaps they were so niffed that they decided to ditch the project without telling the poor saps who replied?

THATS customer service!!!

19-09-2006, 19:44	#1
Rashers Really Regular Poster Join Date: Dec 2005 Posts: 431	Customer Panel I seen a notice on one of the railcars ex Drogheda this morning from IE looking for customers to join a customer panel. I could only 1/2 see the notice, but it mentioned the Belfast, Northern suburban, and Rosslare lines. There were definetly more though. There was a phone number and email address to get more details...

19-09-2006, 19:56	#2
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	We have been aware of this for some time, there are 4 such notices hidden in Connolly no notices in Pearse We have requested P11 members to join or attempt to join through a notice on the members section. Don't expect miracles these panels per say have existed for many years and where even used to justify the mess in Kildare last year since it was claimed the change was in line with local wishes Kildare passengers seemed to want fewer trains. All the lines listed fall under the jurisdiction of a ex UK manager which explains a lot Basically they are looking for Drogheda, Belfast, Sligo, Maynooth and Rosslare Passengers customer.usergroups@irishrail.ie 01 703-1747 Hint don't mention P11 since it will automatically disqualify you since these groups are really a cover to satisfy a agreement given to the DoT You will notice the absence of DART on the list which is no surprise (yeah where I'd qualify), the Dart manager is a wall of silence, ignores letters, denies issues and as always promises results but has yet to deliver anything. We have it in writing that there is a new map for the DART and suburban fleet, dated Feb 5th 2006. We have a copy of said map since July (and we got it from a non IE source) but you won't find it online or on the trains Last edited by Mark Gleeson : 19-09-2006 at 19:59.

20-09-2006, 22:37	#3
Nigel Fitzgricer Regular Poster Join Date: Aug 2006 Posts: 140	About 4 years ago on the Sligo line they handed out surveys to passengers to fill in which were very good I thought. They asked questions about things like "Do You Prefer More Trains a Day?" and information on how many times a year you took the train and so on. They should have something like that on their website running constantly. A lot of the US public transit sites have on-line surveys I think you just need a ticket number to validate it. __________________ *************

20-09-2006, 22:59	#4
Derek Wheeler Registered user Join Date: Dec 2005 Location: Kildare Posts: 1,555	While this IE endeavour sounds good, I fear its just an attempt to stem any form of real action under the guise of looking like they care. Mark G and I went up north over the summer and seen the translink posters for their user groups (that have been running for a while now). I subsequently got in touch with reps from the Larne line user group and they told me that an independent user group had been established due to Translinks complete inertia in relation to the group they created. Nothing was actually being done. It is safe to assume that any similar iniative by IE would yield the same results. Its somewhat perverse, that a well known representation body like P11 has not been contacted in relation to this. However, we have already submitted our intent to be involved and would encourage anyone on the lines mentioned, to do likewise. The RPA actively engage with P11. The DOT actively engage with P11. The Railway Safety Commission actively engage with P11. (all mentioned, initiate contact without prompting and on the basis of our proven role in the area of rail transport) We are even approached by transport related bodies that we wouldn't even begin to know existed. (see european survey thread) But IE continue to distance themselves.(Invitations to ride on a new train don't count) Longterm this will damage IE far more than P11 Last edited by Derek Wheeler : 20-09-2006 at 23:02.

07-03-2007, 10:01	#5
Rashers Really Regular Poster Join Date: Dec 2005 Posts: 431	Waiting I first had my name listed to join the panel for the Northern Suburban line last September (during the Ryder Cup to be precise). After no one coming back to me, I rang again in October to get the form, and duly completed it. Despite a couple of follow up emails by me, and a couple of 'we'll get back to you' replies, still nothing. Another classic example of the joke IE refer to as Customer service. 5 full months of complete inaction. They really don't seem to care at all, and only put the posters up to give the impression they wanted to hear what their customers thought of the service they provide.

07-03-2007, 10:04	#6
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Oh the fun we can have with this

07-03-2007, 20:18	#7
dowlingm Really Really Regluar Poster Join Date: Aug 2006 Location: Toronto, Canada Posts: 1,371	is this IE's way of identifying troublemakers? i.e., if you apply you must be a nosey bugger and thus you're flagged for life?

13-03-2007, 21:44	#9
Colm Moore Local Liaison Officer Join Date: Dec 2006 Posts: 5,442	How about FOIing the names of the people on these panels?

13-03-2007, 21:59	#10
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Can't since IE are not under FOI

14-03-2007, 21:27	#11
Rashers Really Regular Poster Join Date: Dec 2005 Posts: 431	Dept of Transport Aren't these panels meant to be part of the customer feedback part of the memordandum's of understanding that set out to show the min service level IE will provide to the travelling public? I could be wrong there. While P11 do a fantastic job for commuters, surely there should be some independent way of ensuring the travelling public and the tax payer get value for the hundreds of millions of Euro we subsidise the CIE group with each year. IE have got wise with the PAC by putting in massive costings on projects, and time frames which are far longer then needed to complete these projects. The cost of the Docklands station is a classic example. Considering they owned the land, the build cost seemed very high to me, but still was way under budget. Also, I assume the PAC don't look to ensure the services provided represent value for money. Hence, we are left with the Dept of Transport.....

14-03-2007, 21:51	#12
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Passenger consultation doesn't exist in the MOU, even if it did the MOU is not legally binding. Its a very shady arrangement between the DoT and IE, the MOU has clearly emblazoned on it "Commerically Sensitive Document" but then states it has no legal effect and quotes no monetary amounts, so it is commercially sensitive to kow the number of trains to Cork?? More suprising is IE managers did not recongnise the document when it was produced. The customer panel is a farce, IE don't want to hear anything from there passengers who lets face it know more about running a railway than they do. Its a classic PR stunt to look like they care. One of the greatest challenges Platform 11 faces is finding even more ingenious ways to force IE to change and by god the second the term legal action appears they jump

04-04-2007, 20:50	#13
Rashers Really Regular Poster Join Date: Dec 2005 Posts: 431	6 months waiting I have officially given up waiting. My last 2 emails were not responded to, so I wrote today to withdraw my name from the panel. I also sought an explanation of why, if I was trying to help IE, they decided to ignore me. It has become a joke..... If I were a betting man, I'd bet EUR5, that in 2 weeks I'll have received no response to my request for an explanation. If that is the case, time to write to Mr Fern to see if he can shed any light on this.... Never written to him, so might be an opportunity to see if he knows exactly how bad things have become on the customer service front....

05-04-2007, 08:01	#14
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	I see a very bad PR day for IE......

10-04-2007, 18:23	#15
Rashers Really Regular Poster Join Date: Dec 2005 Posts: 431	Reply Got a reply this morning...1/2 answered my questions. No reason for the delay in not acknowledging my requests for an update, but overall delay due to insufficient responses to form the customer panels. If memory serves me correctly, they were offering free weekly tickets after attending a certain number of panel meetings over a certain period (think it was 1 year). No good to me as an annual ticket holder. I think after 6 months waiting, a bit of innovation is required....

10-04-2007, 21:07	#16
zag Regular Poster Join Date: Oct 2006 Posts: 199	I'm up for it If they are looking for people to join the panel, I'll sign up. Can anyone point me to the sign-up process ? z

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