Please explain why a train became a bus
When a train is cancelled there is no sign to say there is a bus replacing it in the car park 100 yards away.
Having been early for a non-existent train I missed the bus because I wasn’t told of the alternative. I brought it to the attention of staff and asked that someone man the platform to inform customers.
Having made a nuisance of myself I returned 45 minutes later to get the bus only to find seven people waiting at the platform kiosk for a train that was now a bus.
I informed them of the alteration; they were grateful and I was happy that I had done my good deed for the day.
A member of staff who has been in Kent station for several years told me they were never given customer service training. There are train time issues which should be discussed.
I believe a customer service survey conducted over one week would cost very little and would improve the service, if suggestions were followed through. There are a number of minor issues that could be explained if Iarnród Éireann consulted their customers.
1. Why is there no late train on Sundays?
2. Why is there no complaints procedure?
3. Why is there no bar/restaurant in the railway station in the second biggest city in the State?
4. Why are the very polite staff expected to be the butt of people’s anger when, after 10 days, those paid to respond to the public fail to do so?
5. Why is there no (warm) waiting room available to the public?
6. Why is the station so drab looking?
Vincent Keaney
11 The Crescent
Cobh
Co Cork
