Irish Rail non responsive

O

Orga

Registered User
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I travel quite a bit with Irish Rail intercity mainly and recently I had cause to email them with a complaint.

I got a read receipt but no response so I emailed again 3 days later, same story - receipt but no response.

Their customer charter says they will respond within 3 days but that hasn't happened.

Then last night I booked a fare using the website and it said that there was to be a 50% reduction. It also said terms and conditions apply. The terms and conditions that were evident on the link from the ad for the reduced fares were the usual ones. It said that the reduction would be made at the end of the booking process - so I go through the process and guess what - no reduction.

I emailed straight away - guess what - read receipt today - no response, any advice?
 
Orga said:
Their customer charter says they will respond within 3 days but that hasn't happened.
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The customer charter clearly says.

Not all emails will receive a response; however all comments received by email will be taken into account and acted upon where necessary.
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[broken link removed]

Just as a matter of interest this booking with the 50% reduction, what route and when is the travel date?

My advice is to pick up the phone, email is too unreliable for something of any seriousness in this country of ours.

Customer Services (Comments, Suggestions, Complaints):
Customer Relations, Northern/Eastern, Connolly Station, Dublin 1. (Phone 01-7032601) regarding Sligo, Waterford & Wexford Intercity routes and all commuter routes serving Connolly Station.
Customer Relations, Southern/Western, Heuston Station, Dublin 8. (Phone 01-7034499) regarding Cork, Limerick, Kerry, Galway & Mayo Intercity routes and all commuter routes serving Heuston Station.
Customer Relations, DART, Pearse Station, Dublin 2. (Phone 01-7033592) regarding DART services.
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I have the same issue with irish rail, I even itemed my previous emails in a recent complaint, but heard nothing.
I have yet to have my credit card refunded after the fiasco with the cancelled trains the week before last.
Roll on a ryanair like operation!
 
rob30 said:
I have the same issue with irish rail, I even itemed my previous emails in a recent complaint, but heard nothing.
I have yet to have my credit card refunded after the fiasco with the cancelled trains the week before last.
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What did they say when you rang them?
 
Meant to say that I wrote to the customer section also - hardcopy snail mail - no reply.
 
Orga said:
I travel quite a bit with Irish Rail intercity mainly and recently I had cause to email them with a complaint.

I got a read receipt but no response so I emailed again 3 days later, same story - receipt but no response.

Their customer charter says they will respond within 3 days but that hasn't happened.

Then last night I booked a fare using the website and it said that there was to be a 50% reduction. It also said terms and conditions apply. The terms and conditions that were evident on the link from the ad for the reduced fares were the usual ones. It said that the reduction would be made at the end of the booking process - so I go through the process and guess what - no reduction.

I emailed straight away - guess what - read receipt today - no response, any advice?
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Check out the Complaints procedure in the Customer Charter;

Putting Things Right
We welcome any comments and suggestions that you may have on improving our service. If you were not happy about any part of our service, we would like to know about it. Most problems can be satisfactorily resolved at local or station level.
However, if you prefer or are still not satisfied you can contact:
Customer Relations, Northern/Eastern, Connolly Station, Dublin 1. (Phone 01-7032601) regarding Sligo, Waterford & Wexford Intercity routes and all commuter routes serving Connolly Station.
Customer Relations, Southern/Western, Heuston Station, Dublin 8. (Phone 01-7034499) regarding Cork, Limerick, Kerry, Galway & Mayo Intercity routes and all commuter routes serving Heuston Station.
Customer Relations, DART, Pearse Station, Dublin 2. (Phone 01-7033592) regarding DART services.
It is helpful if you include as much detail as possible, such as date and time of travel, where you were leaving from and going to, and a phone number in case we need more information. It is also helpful if you send your ticket.
If we cannot give you an immediate response, we will send an acknowledgement to your letter within three working days of receiving it, and we aim to respond fully within fifteen working days.
However, if there is going to be a delay, we will let you know the reason and when you may expect to receive a detailed reply.
Not all emails will receive a response; however all comments received by email will be taken into account and acted upon where necessary.
We want to be able to sort out your problems as quickly as possible and, because we can often do this by talking things through with you, we will not normally reply in writing to an oral complaint.
We will thoroughly and fairly investigate all complaints.
In all cases we will give you a full explanation and an apology when we have made a mistake.
In the event of a customer not being satisfied with the response of the Customer Services Department to their complaint, a board of appeal will consider all appeals. The appeals board will reply to the customer within 4 weeks of the appeal being submitted.
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