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08-07-2007, 15:15 | #1 |
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[article] Train seat reservations system 'a total disaster'
Well we know seat reservations are just not working
Page 7 Sunday Times © 2007 Sunday Times Last edited by Mark Gleeson : 08-07-2007 at 15:18. |
09-07-2007, 08:57 | #2 | |
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Kenny let away with murder and the last word there
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'clearly marked' apparently means the purple stickers above the windows that are non-specific to individual seat reservations and are up on all trains, all the time. The digital displays don't always work on the Cork trains - and trying to pin this on a some period three months ago is dismissive. Also, this service is still the only with hosts, try finding someone to complain to on most other services! There is no common system in place - from my experience I've seen unmarked seats, seats with a (red & white) window sticker booking a four block of seats, tickets with 'Reserved' printed on them jammed under the head rest and scrappy bits of paper stuck to headrests. The article should quote the fact refunds apply if people end up standing in corridors, it's lazy by the journo but it really is Kenny's responsibility to inform about the refunds.
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09-07-2007, 09:04 | #3 | |
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Fact is Barry Kenny is just using the usual 'We are investing.....' line, fact is this is just the latest manifestation of the lack of a customer service culture in Irish Rail, we have had the dirty train, trains with no toliets, no catering etc and thats just the new Cork train (edit I wrote that last night to use but didn't get a chance) And yes I have the name of the train host who told me to go elsewhere for my seat My last serious seat res issue happened in Waterford in April in full view of the CEO, I ended up several coaches down the train, there have been others since but no confrontations Last edited by Mark Gleeson : 09-07-2007 at 11:13. |
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09-07-2007, 10:46 | #4 |
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Heard the newstalk peice
Mark, well done on Newstalk very professional!
I would just like to point out that the 'These seats are reserved" signs have been replaced with "Book Your Online at www.irishrail.ie" which means absolutely nothing. It's simply an ad for Irish rail's website. Why would a passenger sitting there feel obliged to move / not sit in the seat when Irish Rail have made no effort to advise passengers of which seats are reserved. It's yet another case of expecting passengers to be psychic. |
09-07-2007, 10:57 | #5 |
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And what's this 'teething problems' anyway Mr. Kenny refers to? Teething problems indicates new techonology/new procedures - there's nothing new about reserving a seat!
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09-07-2007, 11:20 | #6 |
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Also, how can you be having teething problems for over a year?!
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09-07-2007, 11:28 | #7 |
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We must consider the problem was solved 3 months ago in the Barry Kenny alternative universe.
Well time to play a game I will make a return journey out of Heuston someday this week, I will book at least 2 hours before departure of both trains. I will travel from Dublin City Centre, specific details shortly in the members area. Having booked I will post the seat reservation number which is enough for anyone at a booking office computer or up in the passenger commerical office to figure out which trains I am on. I will collect my ticket at the second ticket collection machine in Connolly (first one dislikes me), board Luas for Heuston Of course Mark always selects seat A34 on a Mk3 We can of course send Barry a text when it goes wrong |
09-07-2007, 12:44 | #8 |
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I've also noticed the displays on the CDE seem to 'fail' / not switch on more often when the train's leaving from Cork than from Heuston... (In my experience anyway)
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09-07-2007, 17:03 | #9 |
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Teething problems usually involve "human resources" in the public service.
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10-07-2007, 07:04 | #10 | |
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10-07-2007, 09:32 | #11 |
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He means they are also installed on the new intercity DMU's.
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10-07-2007, 10:05 | #12 |
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10-07-2007, 11:07 | #13 |
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So Mr Kenny thinks that when it comes to reserving seats for customers, it's sufficient to put up a general sign saying "Do not sit in this area if you haven't reserved a seat".
By the same logic, why bother wasting money on exit validation? If that's good enough for customers, then surely IE could protect their revenue by just putting up signs in every station saying "Do not exit this station if you haven't paid your fare". Obviously, collecting money is far more important to IE than actually providing the service this money is paying for. |
10-07-2007, 11:24 | #14 | |
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There are two stickers, one is green (book online) one purple (do not occupy these seats with a reservation). Of course you will quickly find the green sticker in coaches with seat reservations, try coach D on the Cork train, or coach C on all others. Of course on enterprise its so dark you won't see the notice |
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12-07-2007, 09:53 | #15 |
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Ok so the seat res challenge is go, so details are Friday July 13th unless something comes up. Am I asking for trouble probably. Purpose of trip is to inspect some on going works which are of special interest to reducing journey times.
The journey will commence between 16:30 and 16:40 at Connolly station and will arrive back in Connolly same day. I will make a return journey of a resonable distance, the journey will require two legs in each direction, one of which will be with a third party operator but the whole journey will be on one IE issued ticket. Outbound I join the train at its starting point 1. Ticket collection works 2. Looking for yellow tshirt on site 3. Coach with correct letter 4. Looking for seat reservation cards in place 5. Taking note of any other proactive measures 6. Seat unoccupied Return I join mid journey 1. Coach with correct letter 2. Looking for seat reservation cards in place 3. Taking note of any other proactive measures 4. Seat unoccupied This will test a number of issues with seat reservations beyond the usual finding a seat. Indeed an on the ball ticket checker could issue a penalty fare to me despite having paid the correct fare, why? a goof in the seat reservation system. |
13-07-2007, 12:40 | #16 |
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Have you arrived back yet Mark?
Or are you still looking for your seat reservation!!!!! Sorry - it is to-day you are travelling. Anyway good luck. It will be very interesting how your 'experiment' works |
13-07-2007, 13:28 | #17 |
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Obviously not going to give IE a specifc seat number and train as that would enable them hide the problems from me.
I have selected a challenging combination one which I know will give IE a problem. The whole problem with Irish Rail is they will never accept there is a problem since no passenger is going to go to the trouble of taking detailed notes and why should they The train and seat details are in the members area |
14-07-2007, 19:22 | #18 |
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Results are in
So the ticket collection machines in refused to issue the ticket, first one refused, second one popped up the can't find a reservation on that card notice (the booking was made 24 hours ahead) and asked for a PRN number, so I keyed in the reservation number and bingo ticket appears, average passenger wouldn't have the itinerary to hand So a shaky start, but things got better. Being that I am in Connolly I board the Luas, the ticket includes the Luas fare, that be the third party operator Arrive Heuston march up platform 3, two yellow shirts standing idle outside the door to coach A, there where reservations in coach C as well so god help anyone down there. Whole troop of us walked up and into coach A, all while the yellow tshirts stood around doing nothing. Game was afoot, meet the NRG connection on the way by chance. No seat cards to be found, but as I get closer to my seat I find a notice I've never seen before, its a new class of seat reservation form, handwritten Now for the ultimate never before experience the ticket checker takes a serious interest in the fact I have a reservation, everyone else gets the same experience. Several passengers where moved as people with reservations arrived. This has never happened before, strange that it was the Friday after the Sunday Times piece. Note, there where no notices anywhere in the coach about not occupying reserved seats and still no sign of the proper seat reservation cards. Its all about detail. Return leg was dismal So train rolls in 10 minutes late. So the train is E, D, C, B, not lettered, A, board coach A, find seat occupied (mother and young child) but of course no seat reservation card, notice etc. No occupying reserved seats notice either. No staff presence to be found, of course I got a seat elsewhere So outward leg, top marks apart from the ticket collection thing and the handwritten reservation notice Return leg, zero points, total failure despite all the claims made by a certain IE manager it isn't working as it should on the ground. It should just work |
15-07-2007, 02:55 | #19 |
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So.
The train from port was late and no reservations. So thats that. Bye bye!!!!! Last edited by Thomas J Stamp : 16-07-2007 at 09:36. |
30-07-2007, 09:21 | #20 |
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So a little bit more investigation
There is a known problem in Cork with the electronic seat reservation system, it doesn't work most of the time. Problem is well known The yellow tshirt crew don't work weekends in Cork |
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