PASSENGER’S CHARTER - a new era in customer service
- Performance Standards
- Customer Information
- Passengers with Special Needs
- Buying your ticket
- Getting a Seat On Board
- Making Telephone Enquiries
- Quality Standards - on Trains
- Quality Standards - Stations
- Our Colleagues
- Please Help us to Help You
- Should you decide not to travel
- Discounts in the event of delays
- The 'small print'
- Putting Things Right
- Listening to You
- Conditions of Carriage
- Different Forms of the Charter
- Where to Contact Us
- Performance Figures
Welcome to Iarnród Éireann's Passenger’s Charter.
I welcome all our customers to this, the second edition of the Iarnród Éireann Passenger's Charter.
We introduced the Passenger's Charter in 1999 to underline our commitment to continuous improvement in customer service through clearly stated performance targets and quality standards.
We have had our performance independently audited during that time, and quarterly punctuality statistics have been posted in our stations as we track our record against our commitments to you. We have fulfilled those commitments in many areas, and must improve in others, and this second edition of the Passenger's Charter reaffirms our pledge to meet your expectations.
During this time, we have begun the largest investment programme in the history of Ireland's railways, co-funded by the Irish government under the National Development Plan 2000-2006 and the European Union. We have invested in our track, other infrastructure, our carriages, our stations, our facilities and our people, all with the goal of providing you with the best possible service.
That investment is continuing an we look forward to all customers enjoying the resulting benefits in the coming months and years. The investment, together with the commitment of my Iarnród Éireann colleagues across the country, will allow us meet our promises to you in the Charter, and deliver continuing improvements in customer service into the future.
Richard Fearn, Chief Executive.
We know how important reliability and time-keeping is to you, our customers, and, while it is our desire that all trains will run as scheduled, we make the following commitments to you:
Reliability (as measured over a four week period)
98% of all scheduled Intercity trains will run as planned.
98% of all scheduled DART / Commuter trains will operate.
Punctuality (as measured over a four week period). No train should leave a station earlier than advertised in the timetable.
We will measure performance at the end of each line on all timetable services except when a delay or disruption is outside our control, for example, extreme weather conditions.
Intercity Trains
90% of all Intercity trains on the Dublin / Cork; Dublin / Limerick and Dublin / Belfast lines will arrive within 10 minutes of the published time.
90% of all Intercity trains on the other mainline routes will arrive within 15 minutes of the published time.
An Enterprise Passenger’s Charter has been produced for the Dublin to Belfast cross border service and which sets out our standards for this line in more detail. You can get a copy of this charter (in either English or Irish) at stations on the route or from the Marketing Department 01-703 2506.
DART / Commuter Trains
Morning Peak, arrivals in city centre between 07.00 and 09.00hrs.
90% of all trains will arrive within 10 minutes of schedule in the city centre.
Evening Peak, departures from the city centre between 17.00 and 19.00 hrs.
90% of all trains to arrive within 10 minutes of schedule at final destination.
Improvements to Track, Stations and Signalling
At the time of launching this charter, our extensive investment programme continues.
This programme is designed to improve the quality of track, signalling and station facilities and inevitably will result in some temporary disruptions to services.
We will advise you in advance of such disruptions in so far as they can be foreseen.
We will tell you the reason for a delay or why we have cancelled a service.
When we advertise a change to the timetable, we will measure our performance against the new service times.
We will give you information on our services through our Telephone Information Bureau, our Talking Timetable telephone numbers, our web-site and our station staff. A list of telephone contact numbers is at the end of this charter.
We will publish annually the complete Intercity, DART/Commuter timetables. For these booklet timetables, we will charge a nominal fee to cover our production costs.
In addition, we will publish and provide free of charge individual route and station specific timetable sheets and cards.
The relevant timetables will be displayed at all our stations.
We welcome passengers with special needs and we are committed to providing a service, which everyone can use.
Unfortunately, facilities at some of our stations still require modification and improvement and we are working towards correcting these deficiencies.
Full details of facilities in each station are available in our ‘Guide for Mobility Impaired Passengers’, which is available free of charge in all staffed stations.
This guide may also be obtained by phoning our Accessibility Officer at
+353-1-7032634 or your local station.
We will be able to better assist you if you contact us as far in advance as possible, and we ask that you try to give us at least twenty-four hours notice of your journey
We will endeavour to sell you the most appropriate ticket to meet your expressed needs. If you do not already have a ticket, we advise that you arrive at the station in sufficient time to obtain one. You must have a valid ticket before you board the train.
Excluding exceptional circumstances, our standard for ticket offices is that, during advertised hours of business, you should not have to wait for more than seven minutes to buy your ticket.
Outside our busy peak periods, we aim to serve you within three minutes.
We recommend that all Intercity customers are available for boarding at least 20 minutes prior to the scheduled departure time of their train.
Intercity
We are reassessing our timetable schedules continually to match both the peak and off-peak passenger demand on Intercity services. Our continuing investment programme will allow us to better cater for the steady increase in rail passenger numbers with a significant number of new carriages over the next five years.
Reserving a Seat on Intercity
First Plus, Dublin/Belfast, CityGold, Dublin/Cork and First Class customers on other routes can reserve a seat to ensure travel on the service of their choice.
This reservation service is available on line at www.irishrail.ie, at major Intercity stations and Iarnród Éireann Travel Centres. Please try to take up your seat at least ten minutes before the advertised departure time.
DART/Commuter
Commuter trains in Ireland, as is the case worldwide are designed and operated to carry the maximum number of passengers safely and reliably, particularly at peak times. Passengers on DART and Commuter trains may have to stand on all services operating at times of high demand.
We aim to answer within 60 seconds 90% of calls made to our Telephone Information Bureau during advertised hours of business.
Cleanliness
We will ensure that all trains are thoroughly cleaned before entering service each day. During the day, we will ensure where possible that trains are cleaned for the start of each new journey. All trains are programmed to receive an external wash at least three times per week.
Smoking
Smoking is prohibited on all services.
Catering
A catering service is provided on most Intercity trains in accordance with customer demand and the time of day. Details of the actual service provided are advertised in our public timetable.
We will endeavour to advise passengers before departure if the advertised on-train catering service is not available. An in-seat catering service is available in CityGold, First Plus and First Class.
Public Address
Public address, where provided, will be kept in good working order and used to keep you informed especially if needed to notify you of delays. When service delays and disruptions occur, you will be kept informed of the causes of such occurrences and their expected duration.
Customer facilities
Comfortable waiting areas affording protection from the weather will be provided where possible. As far as is possible, we aim to make facilities accessible to all our customers.
Smoking
Smoking is not permitted in enclosed station buildings or waiting areas, including fully roofed platforms.
Cleanliness
At stations with staff, all public areas will be inspected regularly throughout the day and kept clean and free from litter. Stations without staff will be inspected at least three times a week.
Toilets will be cleaned regularly.
Information
We are committed to providing you with clear, up-to-date information on our services.
Posters and information on display will be checked regularly to ensure accuracy. Electronic passenger information systems and public address, where provided, will be kept in good working order and used to keep you informed especially if needed to notify you of delays.
When service delays and disruptions occur, you will be kept informed of the causes of such occurrences and their expected duration. We will display, in advance, posters providing information about planned maintenance works.
Our Colleagues
We know how important it is that you receive a satisfactory service from our staff at all times.
So we expect our colleagues to:
- be polite and helpful
- consider your safety and comfort
- wear their appropriate uniform
- wear an identification badge
- tell you about delays or alterations to services
- give you the best value ticket for your chosen journey
- never smoke, drink, eat or chew gum when on duty and in contact with customers.
In order to make your rail journey as safe and as pleasant as possible for you and your fellow passengers please:
- honour seat reservation labels
- arrive at least 20 minutes prior to your intercity departure and where possible take your seat at least 10 minutes before the advertised departure time.
- customers holding seat reservations should occupy their seats at least 10 minutes prior to scheduled departure time
- for everyone's safety, walk don't run
- stay behind the yellow lines on the platforms and make sure that the train has stopped before you try to open a door
- let people off before you get on
- keep your ticket ready for inspection at all times
- put your luggage only in the areas provided and do not obstruct the aisles or seats
- leave toilets as clean as you find them
- refrain from smoking except in areas where smoking is permitted
- use litterbins provided
- avoid leaving litter on the floors of trains or in the stations
- do not put your feet on the seats
- do not attempt to open the door before the train has come to a complete stop
- be polite and treat our colleagues with respect
- give up your seat
Please note:
You must be in possession of a valid ticket before you board the train. If the station booking office is not staffed you must get your ticket from the ticket checker immediately on boarding the train.
Customers purchasing and travelling on tickets that require an official identification card must present the card when purchasing their ticket and have the card available for inspection with the ticket when travelling.
Incorrect use of identity cards will result in confiscation of both card and tickets.
Should you decide not to travel
Should you decide not to travel you may be entitled to a refund. The circumstances and procedures are outlined below.
We will treat each claim on its merits.
Refunds for tickets purchased on line
Where a reservation has been on line the refund policy is as follows: Cancellations made up to 17.00hrs on the day before travel will be entitled to a refund of 80% of the total cost.
Cancellations made later than 17.00hrs on day before travel will receive a refund of 50% of the total cost.
All cancellations for online booking must be made at least one hour before scheduled departure time.
Online bookings for special services are subject to the refund policy for that service which will be published at time of booking.
General Refunds
If you decide not to use a ticket you have bought, you can apply for a refund at any main Intercity station, the DART Office at Pearse Station or any Travel Centre. When your application is processed we will contact you by post.
We will normally calculate refunds on the remaining value of the ticket and charge an administration fee. We may ask for extra evidence to support your claim for a refund.
Refunds will only be allowed on reserved seats cancelled by 15.00hrs on the day prior to travel and 15.00hrs on Friday for Saturday, Sunday and Monday. Single and Day return tickets will only be refunded if returned prior to date of travel. You must make all refund claims within 28 days of the end date of your ticket.
Refunds for Tickets bought at Other Outlets
If you did not buy your ticket from us, you should return it to the place from where you bought it and they will arrange any refund due and may make an administration charge.
Immediate Refunds on unused Tickets
Where tickets are purchased on the day of travel and you decide not to take the train, we will give you a full refund provided you return your unused ticket immediately to the ticket office at which you bought it. If you cannot return it at the time, but still wish to claim a refund, we may have to charge you an administration fee.
Single & Day Return tickets must be returned immediately to the ticket office otherwise no refund may be due at a later date.
Discounts in the Event of Delays
If your service is seriously delayed for any reason within our control, you may be entitled to a discount voucher.
If, because of circumstances within the control of Iarnród Éireann, you are more than one hour late in arriving at your destination, we will normally offer you discount vouchers for use against future ticket purchases. The value of discount vouchers is based on the length of delay and the fare you have paid for your single journey.
For delays of one to two hours, we will give you vouchers to the value of 50 % of the fare you have paid for the portion of your journey affected.
For delays over two hours, we will give you vouchers to the value of 100% of the fare you have paid for your single journey.
Discounts in the Event of Service Failures
If we fail to honour your seat reservation, and no other seat of similar standard on the same service is available for you, we will refund the fare of your single journey in travel vouchers.
If we fail to provide in-seat catering in First Class or City Gold carriages, where this is advertised as part of the service, we will give you a refund to the value of the First Class/CityGold supplement in travel vouchers.
Claiming Discount Vouchers
To apply for discounts you will need to fill in an application form. These forms will be available at the ticket offices in all main stations, Travel Centres and at the DART Office, Pearse Station.
You MUST attach your ticket to the completed form as proof of travel and provide any other supporting evidence as required.
We cannot accept claims for delays that are outside our control, for example, those caused by advertised engineering works, security alerts, industrial action taken without notice, extreme weather conditions, vandalism or other actions by third parties.
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.
Iarnród Éireann welcomes your comments, suggestions and views on any aspects of our services because this will help us to better satisfy your needs.
To be sure that we are giving you the sort of service you expect, an independent research company will conduct research twice a year to measure our actual performance against the targets published in this charter and to find out how well you think we are doing.
We will publish the results of this research, and more importantly, we shall take action to improve matters where you tell us this is needed.
This charter does not create any new legal relationship with you nor does it affect your legal rights or obligations.
These are shown in our Conditions of Carriage, copies of which are available at main stations.
Different Forms of the Charter
This charter is also available in the English and Irish language in brochure form and in addition you can get copies on audio tape from the Commercial Department at Iarnród Éireann, Connolly station, Dublin 1 (phone Dublin 01-7032350 or 01-7032634).
Passenger Information:
Timetable and fares information for Intercity, DART and Commuter services; Call Save 1850-366222 (Monday to Saturday incl. 08.30 hrs to 18.00 hrs; Sunday and Public Holidays 10.00 hrs to 18.00 hrs)
Website Address; www.irishrail.ie
Talking Timetables' (available 24 hours):
- Dublin / Cork route 01-8054200 or 021-504544
- Dublin / Limerick route 01-8054211 or 061-413355
- Dublin / Galway route 01-8054222
- Dublin / Waterford route 01-8054233
- Dublin / Westport route 01-8054244
- Dublin / Sligo route 01-8054255
- Dublin / Tralee route 01-8054266
- Dublin / Belfast route 01-8054277
- Dublin / Rosslare route 01-8054288
- Dublin / Ballina route 01-8054299
- Accessibility Officer 01-7032634
- Commercial Department 01-7032350
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.
Please note
This charter complies with the Corporate Governance code of practice in all material respects and as far as is commercially feasible.
Currently being updated.