On Jan 18th I last posted about my Irish Rail saga and predictibly enough I never really got any sort of acceptable response from the Cork station master (I got the basic rubbish). Jan 18th was day 31 of the saga.
On Monday 22nd, day 35, I had a missed call from Hilary but didnt get a chance to call back. I tried to call on Tuesday 23rd but the phone rang out. On Wednesday 24th I recevied the following email:
--------------------
Steve,
Thank You for e-mail, I appreciate that you are not entirely satisfied with my last e-mail. With regards to the Conductor In question he has being spoken to and is currently being monitored.
On the evening in question the train that you were trying to board was in fact late leaving and therefore couldn't have being held for any longer. As for your complaint being delayed in getting to me, the reason for that is that I am not long in this position and it was quite possibly sent to>the previous postion holder who no longer works here, in error.
I have tried to phone you but was unable to make contact and I would have preferred to speak to you in person.
Regards
Hilary Twomey
--------------------
That was day 37. I tried to call a few times since but each time the phone rang out. I decided today to end this as I really will not get any sort of a decent answer. Here is my final email back:
--------------------
Hilary,
I do apologize for not responding to this earlier. I missed your one call on the day in question and I tried to call back several times in the ensues weeks afterwards but the phone rang out each time. Therefore I feel that this email will suffice as I would not like to take this any further as I feel that nothing will happen anyway.
With regards to the conductor, I thank you for speaking to him. If my complaint prevents any other customers from having to deal with his inexcusable behavior then I feel it was worth raising the issue.
With regards to the train being late then I have to absolutely refute this. At the time, there was no clock in the station to display the time and nor was there a board to display the platforms or time for customers. On my watch, I had at least 1 minute before departure and I know that another customer also was pointing to their watch to bring this to the conductors attention. Alas, to no avail. If indeed the train was late then I ask why the conductor did not wave the train off earlier as his speaking on the phone surely delayed the train even further. At this stage it is an argument or our words against yours/his with regards to the train departure time. If it was late then surely you as station master must be asking why and how can trains leave at said time? In this case you must be asking who your conductor was speaking to and why he did not wave of the train at the correct time? Is punctuality not important?
Finally I really do find it hard to believe that my original email was not passed to you correctly as you are not in the position long. Is there not a standard "Cork Station Master" email address that you access for issues? Was a communication not sent out to the customer service department advising of your new position? If so then someone must be accountable for the mis-routing of my email and also I wonder to where it was sent to?
As I said I really do not want to take this any further as I feel that more and more excuses for this complete incompetence in Irish Rail will be given and it is just wasting all our times.
Thank you for entering my complaint but as you can see it has got neither of us anywhere.
Thanks,
Steve.
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It will be interesting to see what I get back but to be honest I dont give a shit.
We must have the only train service in the world that "cuts" the number of trains on weekends and the final train from Cork to Cobh at night is 10.30pm (you cant even stay in a pub until the old closing time).
They really are useless.
Showing posts with label Complaint. Show all posts
Showing posts with label Complaint. Show all posts
Tuesday, March 06, 2007
Monday, January 29, 2007
Eircom Complaints
On the Ray D'Arcy show today on Today FM radio station they had the head of Eircom customer service. And he got some going over from customer issues. Nothing really was resolved on the show although, following the show highlighting issues with their automated phone service, they started an investigation into their service which continued all weekend. Hopefully this will make it better but to be honest any little change would make it better.
Also he stated that if all complaints that were sent into the show could be sent onto his office each one would be answered individually by his team. So get emailing your issues to ray@todayfm.com
Also he stated that if all complaints that were sent into the show could be sent onto his office each one would be answered individually by his team. So get emailing your issues to ray@todayfm.com
Thursday, January 18, 2007
Day 31 of Irish Rail Saga
And so Day 31 of trying to get a proper answer from Irish Rail on my issue continues. As I told you previously I got an email from the station master in Cork and this was followed up on Monday last by a call from him.
He asked for further details on the conductor and said that it was unacceptable. Which was great. He asked for a few more days to talk to his staff and then he would get back to me. And he did. And not with a great answer. In fact, here is the email:
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Steve,
I have investigated your complaint and I have spoken to the staffmembers involved. Once the signal is given to the train driver todepart from the station, nobody can board or attempt to board the train.The Conductor in question has informed me that it was the gentleman withthe TV that he was talking to and not you.
Thank you for bringing this matter to my notice, if you are traveling mytrain again please call to my office and make yourself known to me.
Regards
Hilary Twomey
Station Manager
Cork
----------------
and here is my response
----------------
Hilary,
firstly I would like to thank you for taking the time to investigate my issue and for speaking to your staff members about this. However I have to say that I am worried about the outcome you have outlined below. There are a number of issues that I would like addressed with regards to my complaint.
The first one is with regards to your conductor. From your reply below I can see that the conductor has indeed admitted to being abusive, but not towards myself. The fact that he was abusive to anyone is still an issue. Working in a customer service environment myself I can understand the need to keep a cool head and deal with customers, especially paying customers, in a dignified manner regardless of what is being said to you. The fact is that your conductor lost his head and I can admit that I felt very threatened by his behavior. This manner of dealing with the public really cannot be tolerated especially in a country which relies so heavily on tourism. I would like to know if there is any action against the conductor on this in case this situation should arise again (if indeed it has not already occurred). I can also state that the conductor did indeed address us all when he said that we would be lucky to board the next train and that he decided who got on the train or not.
The second issue is with regards the signal being given. I can clearly remember that prior to the train driver waving us to board the train no signal was given for the train to move. The signal was only given as we were approaching the train and indeed the driver did not move until the conductor advised us we were not boarding the train and asked the driver to move off. The issue also is that the conductor was on a mobile phone, company or personal I am unsure off, and was ignoring our pleas to board. There was plenty of time for us to board the train well before the first signal was given but as he was talking on the mobile he choose to ignore us and indeed only ended to call as we approached the train. If indeed he had turned around when he first saw us at the gates, and I know he did see us wave, and advised it was too late to board it may have been a different story but as he was on the phone he did not. I have been at the station, and other train stations in various countries, before and know that once the signal is given you cannot board. And I would not have attempted to in this case if I had seen the signal. Also as there was no time displayed at the station we had no means to clarify if we were late or not. My watch stated that I arrived at the station 2 minutes before departure time.
Another issue is with regards to your initial comment quoted here "I have never received your original e-mail,". Can you please investigate what happened with my original correspondence? I received the automatic response but if the initial email was not sent onto you I would like to know what happened it. Customers queries cannot be ignored. Please let me know what happened.
Finally with regards to traveling on the trains now. I have to admit that since that incident I have not used the Irish Rail service at all. I was less than happy with that incident and with the threatening behavior of that conductor I do not want to use a service that treats its customers like that or indeed come into contact with that conductor again. I have spoken with friends and acquaintances about this incident and most are horrified with it.
I trust that you will follow up on these issues and provide me an update on these. I feel that my complaint has not been satisfactorily dealt with and again I reiterate that just because the conductor was not talking to me this does not make it OK.
Regards,
Steve.
----------------
Lets see what happens...
He asked for further details on the conductor and said that it was unacceptable. Which was great. He asked for a few more days to talk to his staff and then he would get back to me. And he did. And not with a great answer. In fact, here is the email:
----------------
Steve,
I have investigated your complaint and I have spoken to the staffmembers involved. Once the signal is given to the train driver todepart from the station, nobody can board or attempt to board the train.The Conductor in question has informed me that it was the gentleman withthe TV that he was talking to and not you.
Thank you for bringing this matter to my notice, if you are traveling mytrain again please call to my office and make yourself known to me.
Regards
Hilary Twomey
Station Manager
Cork
----------------
and here is my response
----------------
Hilary,
firstly I would like to thank you for taking the time to investigate my issue and for speaking to your staff members about this. However I have to say that I am worried about the outcome you have outlined below. There are a number of issues that I would like addressed with regards to my complaint.
The first one is with regards to your conductor. From your reply below I can see that the conductor has indeed admitted to being abusive, but not towards myself. The fact that he was abusive to anyone is still an issue. Working in a customer service environment myself I can understand the need to keep a cool head and deal with customers, especially paying customers, in a dignified manner regardless of what is being said to you. The fact is that your conductor lost his head and I can admit that I felt very threatened by his behavior. This manner of dealing with the public really cannot be tolerated especially in a country which relies so heavily on tourism. I would like to know if there is any action against the conductor on this in case this situation should arise again (if indeed it has not already occurred). I can also state that the conductor did indeed address us all when he said that we would be lucky to board the next train and that he decided who got on the train or not.
The second issue is with regards the signal being given. I can clearly remember that prior to the train driver waving us to board the train no signal was given for the train to move. The signal was only given as we were approaching the train and indeed the driver did not move until the conductor advised us we were not boarding the train and asked the driver to move off. The issue also is that the conductor was on a mobile phone, company or personal I am unsure off, and was ignoring our pleas to board. There was plenty of time for us to board the train well before the first signal was given but as he was talking on the mobile he choose to ignore us and indeed only ended to call as we approached the train. If indeed he had turned around when he first saw us at the gates, and I know he did see us wave, and advised it was too late to board it may have been a different story but as he was on the phone he did not. I have been at the station, and other train stations in various countries, before and know that once the signal is given you cannot board. And I would not have attempted to in this case if I had seen the signal. Also as there was no time displayed at the station we had no means to clarify if we were late or not. My watch stated that I arrived at the station 2 minutes before departure time.
Another issue is with regards to your initial comment quoted here "I have never received your original e-mail,". Can you please investigate what happened with my original correspondence? I received the automatic response but if the initial email was not sent onto you I would like to know what happened it. Customers queries cannot be ignored. Please let me know what happened.
Finally with regards to traveling on the trains now. I have to admit that since that incident I have not used the Irish Rail service at all. I was less than happy with that incident and with the threatening behavior of that conductor I do not want to use a service that treats its customers like that or indeed come into contact with that conductor again. I have spoken with friends and acquaintances about this incident and most are horrified with it.
I trust that you will follow up on these issues and provide me an update on these. I feel that my complaint has not been satisfactorily dealt with and again I reiterate that just because the conductor was not talking to me this does not make it OK.
Regards,
Steve.
----------------
Lets see what happens...
Monday, January 15, 2007
Thanks Hilary !
So.....on Friday last I finally got a reply from Irish Rail. The station master at Kent Station in Cork emailed me asking for further information. Worringly, he asked for information to follow on from my last email as he had not received the original complaint.
I sent this on an got back another email from Hilary saying he will follow up with the conductor and driver involved....I had some hopes but not sure now. I cant see them not agreeing with each other on this. If only I could find the other people who were on the platform at the same time. I suppose the only way of finding them would be to go on that Gerry Ryan wannabe gobshite's talk-show on 96fm in the morning. Not a hope.....
Lets see what happens.......
I sent this on an got back another email from Hilary saying he will follow up with the conductor and driver involved....I had some hopes but not sure now. I cant see them not agreeing with each other on this. If only I could find the other people who were on the platform at the same time. I suppose the only way of finding them would be to go on that Gerry Ryan wannabe gobshite's talk-show on 96fm in the morning. Not a hope.....
Lets see what happens.......
Thursday, January 11, 2007
Day 24 - Irish Rail - Complete
Day twenty four of waiting for an answer from Irish Rail is over...linky.
Yes indeed, 24 days since I lodged a complaint to Irish Rail customer service. I am also still waiting for a response to my other email sent two days ago to Irish Rail which seems to have been conveniently ignored.
Saw in the paper yesterday a full page ad for Irish Rail stating they are "Europe's fastest growing rail network". This is true for a few reasons:
1) When they replace old track with new track they class that as "new rail" rather than "replacement"
2) No other country in Europe needs to expand its rail network as its already decent. We have an half-arsed service that is extortionate (€61 return, Cork-Dublin, 3.5 hour journey??).
If they carried more passengers than ever before last year, according to a recent report, where is the need to raise prices? Surely the extra passengers cover the costs required. And if they keep "improving" (if they indeed are) then more will use the service and pay for it. But no...over here the idea is that if more people are using it, we can charge more and then make more money. Which makes less people use it, prices go up again and we are back to stupid square one.
When will we ever learn...
Yes indeed, 24 days since I lodged a complaint to Irish Rail customer service. I am also still waiting for a response to my other email sent two days ago to Irish Rail which seems to have been conveniently ignored.
Saw in the paper yesterday a full page ad for Irish Rail stating they are "Europe's fastest growing rail network". This is true for a few reasons:
1) When they replace old track with new track they class that as "new rail" rather than "replacement"
2) No other country in Europe needs to expand its rail network as its already decent. We have an half-arsed service that is extortionate (€61 return, Cork-Dublin, 3.5 hour journey??).
If they carried more passengers than ever before last year, according to a recent report, where is the need to raise prices? Surely the extra passengers cover the costs required. And if they keep "improving" (if they indeed are) then more will use the service and pay for it. But no...over here the idea is that if more people are using it, we can charge more and then make more money. Which makes less people use it, prices go up again and we are back to stupid square one.
When will we ever learn...
Tuesday, January 09, 2007
Reply from Dept. of Transport
As noted below I sent an email to the Department of Transport to see if they could assist in my Irish Rail enquiry. Here is their reponse:
Dear Mr.Fucker,
please advise why you even bothered to send this email to us. Obviously you have no chance of getting this issue resolved. What Irish Rail will do is sit on the issue long enough for you to forget.
If you have not forgotten about this please do so immediately. You will never get this resolved.
We look forward to you using our excellent service again and also dealing with our ever so friendly staff.
Please do not ever contact us again you stupid fuck.
Fuck off,
Dept. of Transport
Well, thats what it seemed like. Here is the actual email:
Dear Mr Boyce,
As this is a day-to-day operational matter for Iarnrod Eireann it not one inwhich the Minister has any function.
You should contact Mr. Richard Fearn, CEO of Iarnrod Eireann, Connolly Station, Dublin 1, or ring the contact numbers as follows:
The contact numbers for Cork Kent Station are:
Phone Number: 021-4506766 or 1850 366222
Fax Number: 021-4505211
Other contact numbers: Customer Services (Comments, Suggestions, Complaints):
InterCity services 01-7032613
DART and Dublin Suburban services 01-7033592
Regards,
XXXXXXXXXX
Communications and Information Division
I have X'd out the lads name that responded as its not his fault that we have the crappest public transport system ever, with the rudest staff getting paid extoronate wages for feck all. So I went back onto the Irish Rail website and sent another comment:
Sir/Madam,
on Dec 18th I completed this form to register an issue I had with a conductor on the Cork-Cobh line. Other than an automated response I have had no other contact from Irish Rail.
I find this level of customer service to be quite appalling and I would appreciate a follow up as soon as possible.
It is now 22 days since I sent my comment of which there have been 13 normal working days.
I look forward to a response,
Steve.
Lets see what happens there...Minister for Transport here I come !
Dear Mr.Fucker,
please advise why you even bothered to send this email to us. Obviously you have no chance of getting this issue resolved. What Irish Rail will do is sit on the issue long enough for you to forget.
If you have not forgotten about this please do so immediately. You will never get this resolved.
We look forward to you using our excellent service again and also dealing with our ever so friendly staff.
Please do not ever contact us again you stupid fuck.
Fuck off,
Dept. of Transport
Well, thats what it seemed like. Here is the actual email:
Dear Mr Boyce,
As this is a day-to-day operational matter for Iarnrod Eireann it not one inwhich the Minister has any function.
You should contact Mr. Richard Fearn, CEO of Iarnrod Eireann, Connolly Station, Dublin 1, or ring the contact numbers as follows:
The contact numbers for Cork Kent Station are:
Phone Number: 021-4506766 or 1850 366222
Fax Number: 021-4505211
Other contact numbers: Customer Services (Comments, Suggestions, Complaints):
InterCity services 01-7032613
DART and Dublin Suburban services 01-7033592
Regards,
XXXXXXXXXX
Communications and Information Division
I have X'd out the lads name that responded as its not his fault that we have the crappest public transport system ever, with the rudest staff getting paid extoronate wages for feck all. So I went back onto the Irish Rail website and sent another comment:
Sir/Madam,
on Dec 18th I completed this form to register an issue I had with a conductor on the Cork-Cobh line. Other than an automated response I have had no other contact from Irish Rail.
I find this level of customer service to be quite appalling and I would appreciate a follow up as soon as possible.
It is now 22 days since I sent my comment of which there have been 13 normal working days.
I look forward to a response,
Steve.
Lets see what happens there...Minister for Transport here I come !
Irish Rail - Escalation 1
So, I am slightly miffed at Irish Rails total lack of customer service and decided to escalate to someone else so lets see what that does. Email sent is below.
But first one of the girls at work sent an email yesterday about them which just sums them right up. Recently they installed a ticket machine at the Little Island station which is just outside Cork. If you are on the train now (the Cork-Cobh train) and dont have a ticket and you got on at that station they are fining people. Yup, fining. No mention that maybe you had to leg it and just made the train. Nope...they are right, you are wrong. Tough shit. Typical. Why not do something else like you have to pay more if you buy a ticket on the train and cheaper tickets if you use the machine. No.....lets fuck more people over because we are gobshites.
Heres the email I sent to info@transport.ie:
To whom it concerns,
in December 2006 I had the displeasure of witnessing, and to a point being involved in, an incident with an Irish Rail employee that has somewhat lessened my regard to that company. I noticed on the Citizens Information website that should you have an issue with Irish Rail that you should raise it with the station manager but in this instance I was unable.
The following day I followed the instructions and sent my complaint to Irish Rail via their on-line service. I am still awaiting a response from them. This was sent on Monday Dec 18th and so far I have only received an automated response and no one has been in touch to follow up.
I am less than satisfied, and to be honest I am extremely annoyed, with their non response to my issue. Below is the issue as detailed in the contact with Irish Rail:
Original email sent was inserted here
I would appreciate it if you could assist in this matter as this is a truly unacceptable manner to be treated by a state employee and a state company. How waiting this long for contact can be called customer service is beyond me.
I look forward to hearing from you,
Regards, Stephen Boyce.
But first one of the girls at work sent an email yesterday about them which just sums them right up. Recently they installed a ticket machine at the Little Island station which is just outside Cork. If you are on the train now (the Cork-Cobh train) and dont have a ticket and you got on at that station they are fining people. Yup, fining. No mention that maybe you had to leg it and just made the train. Nope...they are right, you are wrong. Tough shit. Typical. Why not do something else like you have to pay more if you buy a ticket on the train and cheaper tickets if you use the machine. No.....lets fuck more people over because we are gobshites.
Heres the email I sent to info@transport.ie:
To whom it concerns,
in December 2006 I had the displeasure of witnessing, and to a point being involved in, an incident with an Irish Rail employee that has somewhat lessened my regard to that company. I noticed on the Citizens Information website that should you have an issue with Irish Rail that you should raise it with the station manager but in this instance I was unable.
The following day I followed the instructions and sent my complaint to Irish Rail via their on-line service. I am still awaiting a response from them. This was sent on Monday Dec 18th and so far I have only received an automated response and no one has been in touch to follow up.
I am less than satisfied, and to be honest I am extremely annoyed, with their non response to my issue. Below is the issue as detailed in the contact with Irish Rail:
Original email sent was inserted here
I would appreciate it if you could assist in this matter as this is a truly unacceptable manner to be treated by a state employee and a state company. How waiting this long for contact can be called customer service is beyond me.
I look forward to hearing from you,
Regards, Stephen Boyce.
Day 22 - Irish Rail - Complete
Day twenty two of waiting for an answer from Irish Rail is over...linky.
I found this piece of info on the Citizens Information webpage
"Complaints
If you have complaints about Iarnród Éireann services, you should bring them to the attention of the relevant station manager. If you want to take your complaint further, you can contact the Customer Services (InterCity) division or the Customer Services (Suburban Rail) division of Iarnród Éireann. It is recommended that you write a letter of complaint, including as much detail as possible (date and time of travel, where you were travelling from and to and a phone number). You should also send your ticket, if you still have it. You may get an immediate response to your complaint but if not, you will get an acknowledgement within three days and you should have a full response within 15 days. You may also make complaints or raise customer services issues online . "
You will note that there is no independant place to raise a complaint about rail travel in Ireland...similar to Eircom and ComReg really in the telecoms sector.
I found this piece of info on the Citizens Information webpage
"Complaints
If you have complaints about Iarnród Éireann services, you should bring them to the attention of the relevant station manager. If you want to take your complaint further, you can contact the Customer Services (InterCity) division or the Customer Services (Suburban Rail) division of Iarnród Éireann. It is recommended that you write a letter of complaint, including as much detail as possible (date and time of travel, where you were travelling from and to and a phone number). You should also send your ticket, if you still have it. You may get an immediate response to your complaint but if not, you will get an acknowledgement within three days and you should have a full response within 15 days. You may also make complaints or raise customer services issues online . "
You will note that there is no independant place to raise a complaint about rail travel in Ireland...similar to Eircom and ComReg really in the telecoms sector.
Monday, January 08, 2007
Day 21 - Irish Rail - Complete
Friday, January 05, 2007
Day 18 - Irish Rail - Complete
Day eighteen of waiting for an answer from Irish Rail is over...linky
Was thinking about this last night and was wondering if this is how they normally conduct customer service.
I sent my notification at about 10am on Monday 18th Dec. So, they basically had all day Monday and the rest of that week to respond - total=5 working days.
The following week there were 3 potential days for working - total=8 working days.
This week there have been (including today) 4 working days - total=12 working days....
12 working days and all I got is an automated response? Sweet Jesus they are as unreliable as their service....shower of useless feckers...
Was thinking about this last night and was wondering if this is how they normally conduct customer service.
I sent my notification at about 10am on Monday 18th Dec. So, they basically had all day Monday and the rest of that week to respond - total=5 working days.
The following week there were 3 potential days for working - total=8 working days.
This week there have been (including today) 4 working days - total=12 working days....
12 working days and all I got is an automated response? Sweet Jesus they are as unreliable as their service....shower of useless feckers...
Thursday, January 04, 2007
Day 17 - Irish Rail - Complete
Day seventeen of waiting for an answer from Irish Rail is over...linky
Day seventeen finds us awaiting anxiously for an answer from Irish Rail. I'd say its fair to say at this stage that an answer will not be forthcoming. So, here is what I propose...
If no answer by Day 20 I will contact the Irish Rail manager (if I can find who they are)
If no answer by Day 25 I will email the transport watchdog in Ireland (if we have one)
If no answer by Day 30 I will email the Minister for Transport (I know who he is).
Thanks for those who sent comments on this.
Just one that I would like to mention is on my mentioning of the fare increases. I would just like to point out that while 2.75% is indeed within the inflation in this country what I dont like is that in the 5 years since I first got the train to Cork (from Dublin) fares have risen from about €48 to about €60 now...a 25% increase in 5 years.
That is a big rise to me and personally I cant see the reason for it. They are already very expensive if you consider how far €48 would take you in Europe.
Day seventeen finds us awaiting anxiously for an answer from Irish Rail. I'd say its fair to say at this stage that an answer will not be forthcoming. So, here is what I propose...
If no answer by Day 20 I will contact the Irish Rail manager (if I can find who they are)
If no answer by Day 25 I will email the transport watchdog in Ireland (if we have one)
If no answer by Day 30 I will email the Minister for Transport (I know who he is).
Thanks for those who sent comments on this.
Just one that I would like to mention is on my mentioning of the fare increases. I would just like to point out that while 2.75% is indeed within the inflation in this country what I dont like is that in the 5 years since I first got the train to Cork (from Dublin) fares have risen from about €48 to about €60 now...a 25% increase in 5 years.
That is a big rise to me and personally I cant see the reason for it. They are already very expensive if you consider how far €48 would take you in Europe.
Wednesday, January 03, 2007
Day 16 - Irish Rail - Complete
Day sixteen of waiting for an answer from Irish Rail is over...linky
Amazing when you consider their annoucement today which basically states that 2006 was a record year for them in "completed" journeys and the one of the reasons given, I believe, was improved customer service...
Also their fares are increasing from 4th Jan by 2.75%. No reason given. Probably been a few weeks since the last one and they need to cover some debts from Christmas.
All a load of bollox really....
Amazing when you consider their annoucement today which basically states that 2006 was a record year for them in "completed" journeys and the one of the reasons given, I believe, was improved customer service...
Also their fares are increasing from 4th Jan by 2.75%. No reason given. Probably been a few weeks since the last one and they need to cover some debts from Christmas.
All a load of bollox really....
Monday, December 25, 2006
Wednesday, December 20, 2006
Tuesday, December 19, 2006
Irish Rail
Here is an email (well, via their on-line 'complaints' system) I sent yesterday to the Customer Service in Irish Rail (as there is no phone number published for them). Will be interesting to see what happens if anything...
"To whom it concerns,
I wish to raise a complaint regarding the behavior of one of your conductors yesterday, Sunday Dec 17th. It was on the Cork-Cobh train. At present there is no timetable or time displayed in Kent Station in Cork so when I arrived at the station yesterday I went in search of the Cobh train. Myself and three other people were at the gate (for the 16:55 train) and the train was still in the station (as there is no clock we couldn't tell what the actual time was). The conductor on the platform had just closed the gate before we arrived and was on his phone. We called and he did not respond and had no waved the train off yet. We shouted again and still no response. Then the train driver opened the window and called us forward.
As we ran to the train the conductor told us we could not get on the train and told the driver to take off. One the others there, at the same time as me, was carrying a TV and did shout at the conductor and did use fowl language - but what do you expect really? The conductor then proceeded to shout at us all in a very threatening and intimidating behavior. He stated that it was "his decision as to who did and did not get on the train". He then said that he would not take that language (which is fair enough) but then stated that we all would be lucky to get on the next train (18:15 - 1hr 20 mins later) as he would be on the platform and would decide who was get on the train. The man with the TV engaged in a debate with him but as we all walked off the conductor continued to follow us and shout at us all stating that we were "cheeky" and reminded us again that he would be on the platform.
I find this type of intimidation disgusting for a service orientated company. I think that just because one man shouted at him he had no right to talk to the rest of us like that. I did say the words "customer service" to him in a very derogatory tone as it fitted the situation perfectly at which time the conductor veered towards me and was raising his voice again in a manner not befitting his public position.
The conductor was asked his name and refused to give it and instead asked the customer for his name.
In the end, due to the fact that we would have to wait almost 1.5 hour's for the next train and the fact that even if we did we may not be allowed to board the train, I had to get call for a lift and the others had to get taxis. All extra unnecessary expense.
I trust that this matter will be dealt with but no doubts the conductor will have a different story.
Regards,
Steve."
I think I will count the days it takes them to respond if ever. I might, after consultation with my lawyer Damien , instead every week email someone different about this. Minister for Transport, local TD's or other politicians.
I did get the bog standard auto-response from their system:
"Thank you for contacting Iarnrod Eireann.
Your email will be forwarded to the individual best suited to answeryour query.
http://www.irishrail.ie"
"To whom it concerns,
I wish to raise a complaint regarding the behavior of one of your conductors yesterday, Sunday Dec 17th. It was on the Cork-Cobh train. At present there is no timetable or time displayed in Kent Station in Cork so when I arrived at the station yesterday I went in search of the Cobh train. Myself and three other people were at the gate (for the 16:55 train) and the train was still in the station (as there is no clock we couldn't tell what the actual time was). The conductor on the platform had just closed the gate before we arrived and was on his phone. We called and he did not respond and had no waved the train off yet. We shouted again and still no response. Then the train driver opened the window and called us forward.
As we ran to the train the conductor told us we could not get on the train and told the driver to take off. One the others there, at the same time as me, was carrying a TV and did shout at the conductor and did use fowl language - but what do you expect really? The conductor then proceeded to shout at us all in a very threatening and intimidating behavior. He stated that it was "his decision as to who did and did not get on the train". He then said that he would not take that language (which is fair enough) but then stated that we all would be lucky to get on the next train (18:15 - 1hr 20 mins later) as he would be on the platform and would decide who was get on the train. The man with the TV engaged in a debate with him but as we all walked off the conductor continued to follow us and shout at us all stating that we were "cheeky" and reminded us again that he would be on the platform.
I find this type of intimidation disgusting for a service orientated company. I think that just because one man shouted at him he had no right to talk to the rest of us like that. I did say the words "customer service" to him in a very derogatory tone as it fitted the situation perfectly at which time the conductor veered towards me and was raising his voice again in a manner not befitting his public position.
The conductor was asked his name and refused to give it and instead asked the customer for his name.
In the end, due to the fact that we would have to wait almost 1.5 hour's for the next train and the fact that even if we did we may not be allowed to board the train, I had to get call for a lift and the others had to get taxis. All extra unnecessary expense.
I trust that this matter will be dealt with but no doubts the conductor will have a different story.
Regards,
Steve."
I think I will count the days it takes them to respond if ever. I might, after consultation with my lawyer Damien , instead every week email someone different about this. Minister for Transport, local TD's or other politicians.
I did get the bog standard auto-response from their system:
"Thank you for contacting Iarnrod Eireann.
Your email will be forwarded to the individual best suited to answeryour query.
http://www.irishrail.ie"
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