Commuter Survey reveals serious concerns

Cllr James Carroll’s survey of commuters highlights key areas that need to be addressed by Iarnród Éireann if they are to keep customers

Ahead of the re-opening of the Belfast to Dublin rail line on November 16th, new Louth County Councillor James Carroll conducted a survey of Drogheda and east Meath commuters which revealed major concerns and issues that must be addressed in the short term if Irish Rail are to retain their customers.

“The main findings of my survey reveal that CIE customers want key areas improved; namely the need for additional evening express services, the requirement for a seat like they get on the bus at present and the overall level of customer service from cleanliness to being informed of delays to becoming a customer-centred company in the true sense of the word”, Cllr Carroll added.

“A recurring theme throughout this survey is that rail- commuting for too long has been stressful; whether that stress is struggling to find parking spaces to rushing on and off platforms to being forced to stand half way to Drogheda. This quality of life issue needs to be tackled if Iarnród Éireann are to retain their customers.”

“I must, however, put on record my thanks to Drogheda Station Master Des Howard and the staff in Drogheda Train Station who have been both courteous and helpful during this three month major headache for them as much as the commuters. They can only work with what they have got. CIE chiefs need to sit down and review the entire commuting structure for the north east”.

“As a commuter to Dublin myself, I can empathise with the findings in this survey and I will be forwarding my survey document to CIE senior management and the Minister for Transport Noel Dempsey.  These are the people that can make the key decisions to improve the rail service and the quality of life of thousands of north-east commuters,” Cllr Carroll added.

In conclusion, I am calling for:

(1) A complete overhaul of their timetable. The current stagnation of the timetable is no longer acceptable in 2009.  Changes to the timetable are needed to take account of demand and passenger convenience. For example, we need at least two new evening express train services from Dublin to Laytown and Drogheda.

(2) A re-analysis of the pricing structure whereas Drogheda and Laytown customers are forced to pay higher than Balbriggan customers even though they share the same train whereas Bray customers get the Dublin rate.  Alternatively, if Louth and Meath commuters are forced to pay this higher price, they should get a superior service (ie) let the DART service until Balbriggan Station and have Commuter Train’s first stop be Gormanston/Laytown.

(3) Strict standards to be in place regarding late trains and informing customers of when late trains are due.

(4) Increase capacity so more seats are available. Irish Rail need to investigate the European model of having longer carriages for the platform to guarantee a seat to fare paying customers.

(5) Open up new points of entrance/exit from the platform in Drogheda, instead of people crushing through a single door in the evenings.

(6) This crisis has revealed the complete lack of a public transport option to and from Drogheda train station. People have no option but to drive there.

ENDS

For further information, please contact Cllr James Carroll at 087-7535653

Survey Results

1. 1. In light of the loss of the train service, how do you now get to work?

Alternative Irish Rail Service	50%
Bus Eireann Service	13%
Private Bus Service	25%
Private Car	10%
Other	2%

1. 2. How have you found the alternative service than you now use compared to the Irish Rail service you previously used?

Better	70%
Worse	12%
No difference	18%

1. 3. What parts of your alternative service are better? (multiple answers were allowed here)

Timetable	62.00%
Can get to work/home quicker	62.00%
Morning Express Service	49.00%
Evening Express Service	53.00%
Comfort and condition of seats	76.00%
Ability to get a seat	91.00%
Internet acess	9.00%
Other	9.00%

 

4. What would Irish Rail need to do to persuade you to go back onto the train (ie) any improvements required? (This was an open question with a blank comment box)

Introduce an evening express service	49%
Introduce another morning express service	40%
Have longer trains with more carriages	46%
Have warmer and cleaner trains	20%
Analyse pricing structure/courtesy rebate for last 3 months	25%
Improve customer service	18%
Introduce integrated ticket for use on rail and bus	15%
Force CIE senior management to commute Drogheda to Dublin for a period of time	14%
Other	6%