Customer Charter

Geallúintí Uainne dár Seirbhís do Chustaiméirí

Clár

• Fáilte chuig ár gcairt do phaisinéirí
• Ar ngeallúintí duitse
• Our Performance
• Compensation Payments in the event of a delay
• Complaints, Comments and Suggestions
• Contact Details

Fáilte chuig ár gcairt do phaisinéirí

Our Customer Charter sets out our commitments to customer service, as part of the Transport for Ireland network under our contract with the National Transport Authority (NTA). Our aim is to provide a safe, reliable, and accessible service for our customers.

At Iarnród Éireann, every customer is important to us whether you travel with us every day or it’s your first journey. The Customer Charter represents our commitment to put the customer at the heart of our business.

The introduction of Passenger Rights and Regulations for Rail Travel, Regulation (EC) No 2021/782 of the European Parliament also outlines specific rights for rail customers and have been incorporated in this charter.

Since we first introduced the charter in 1999, our business and our customers’ expectations have dramatically changed. We have upgraded our trains, upgraded our stations to make more accessible for all and introduced onboard Customer Service Officers on our Intercity Services.

The commitment of my Iarnród Éireann colleagues across the country will allow us to meet our promises to you in this Customer Charter, and to continue improving customer experience into the future.

Jim Meade

Príomhfheidhmeannach

Ar ngeallúintí duitse

In line with the Customer Action Plans and Charters Guidelines, which is part of the Governments Quality Customer Service (QCS) Initiative, our Customer Charter sets out the standards and targets we plan to achieve and how we will deliver them.

• Availability: We will make every effort to ensure that our facilities and services are available as advertised.
• Comfort: We will provide facilities and services that help you to enjoy a comfortable travel experience.
• Accessibility: We will continue to make our network as accessible as possible for everyone in our community.
• Information: We will endeavour to keep you well-informed at all stages of the journey, particularly if things go wrong.
• Care: We will deliver our services with due care and treat you with respect and dignity.
• Diversity and Inclusion: We will treat everyone equally regardless of gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the Traveller community.
• Innovation: We will use the feedback we receive from you to look for new ways to enhance the travel experience.
• Safety and security: We will provide a safe and secure travelling environment.
• Timeliness: We will focus on getting you to where you want to be on time.
• Presentation: We will maintain our facilities, information and signage to keep them clean, well-presented and in good condition.
• Sustainability: We will consider the environmental impact of our services and strive to ensure they are increasingly sustainable.

Our performance

We are committed to improving our service and regularly measure and monitor our performance to make sure we’re offering you the best service.

Our targets: Customer satisfaction 90%

We employ an independent research company to interview customers all year round about their experiences with our services. The data is used to work out our customer satisfaction score. This is the percentage of our customers who are satisfied with our service. We use the research from the Customer Satisfaction Survey to tell us about how we can continue to deliver high levels of customer satisfaction.

Service punctuality: 90% of services depart within five minutes of their advertised departure time

We measure the punctuality of all our services at every station. The data is used to work out our service punctuality score. We use this data to keep monitoring our performance and to identify areas where we can improve our timetables.

Service quality performance

The National Transport Authority undertakes regular inspections of our services to monitor performance against a set of high service standards. These inspections are used to work out Performance Points, which are added up each time we are unable to deliver the standards in full. If we breach a defined number of points, we are penalised by the National Transport Authority for failing to meet the agreed standard. Details of the criteria and our latest performance can be found the National Transport website www.nationaltransport.ie. 

Compensation Payments in the event of a delay

Aisíocaíochtaí ar thicéid a cheannaítear ag oifigí ticéad nó ag meaisíní díola ticéad

Sa chás go mbeidh tú níos mó ná 60 nóiméad déanach ag baint do stáisiún ceann scríbe amach, tabharfaimid duit dearbháin lascaine is féidir a úsáid chun ticéid a cheannach amach anseo, nó íocfaimid cúiteamh airgid faoi Rialachán 1371 an AE.

Bunófar luach na ndearbhán nó an cúiteamh airgid* ar fhad na moille agus ar an táille a íocadh as an turas singil ar cuireadh moill air, mar seo a leanas:

Lascainí sa chás go dteipeann orainn an tseirbhís ar íoc tú aisti a thabhairt duit

Sa chás nach bhfuil an suíochán a chuir tú in áirithe ar fáil agus mura bhfuil suíochán ar bith eile den chaighdeán céanna ar fáil, aisíocfaimid táille do thurais shingil ar an gcárta lena ndearnadh an áirithint.

Do thraein a chur ar ceal, moill sula dtosaíonn do thuras nó lena linn.

Sa chás go gcuirtear ceal ar do thraein, nó sa chás go mbíonn moill 60 nóiméad nó níos mó uirthi, tabharfaimid na roghanna seo a leanas duit:

• Féadfaidh tú éirí as do thuras sula dtosaíonn sé agus aisíocaíocht iomlán a fháil ar an táille nó iarratas ar aisíocaíocht a dhéanamh sa chás go ndearnadh an áirithint ar líne nó ar ár líne díolacháin teileafóin
• Féadfaidh tú scor de thuras a thosaigh tú agus aisíocaíocht a fháil ar an gcuid den turas nach ndearna tú
• Murar fiú duit leanúint ar aghaidh le do thuras, féadfaidh tú filleadh láithreach ar thúsphointe do thurais ar an traein agus aisíocaíocht iomlán ar an táille a fháil nó iarratas ar aisíocaíocht a dhéanamh sa chás gur cuireadh do thicéad in áirithe ar líne nó ar an líne díolacháin teileafóin

Traein deiridh an lae a chailleadh

Sa chás nach mbeidh tú in ann do cheann scríbe iarnróid a bhaint amach an lá céanna mar gheall gur chaill tú traein, seans go mbeidh tú i dteideal cúitimh ar chostas réasúnta cóiríochta in óstán agus ar an gcostas gaolta nó daoine eile a bhí ag súil leat a chur ar an eolas. Níl feidhm leis sin ach amháin sa chás go raibh cúis na moille faoi smacht ag Iarnród Éireann.

Conas do dhearbháin lascaine nó cúiteamh a éileamh

When you apply for a refund please include:

• Sa chás gur ceannaíodh é i stáisiún nó trí mheaisín díola ticéad – Ceangail cóip de do thicéad
• Sa chás gur ceannaíodh do thicéad ar líne, cuir san áireamh – an uimhir áirithinte – déanfaimid aisíoc chuig an gcárta ar a ndearnadh an áirithint.

Reachtaíocht Eorpach - Do Chearta

When making a journey by rail, your rights are outlined under the Passenger Charter. The recent introduction of Passenger Rights and Regulations for Rail Travel, Regulation (EC) No 2021/782 of the European Parliament also outlines specific rights for rail customers, which have been incorporated in this charter. For further details see  Regulation (EC) No 2021/782 of the European Parliament.

Sa chás nach bhfuil tú sásta leis an tslí a d'fhreagair an oifig Cúram Custaiméirí le gearán a rinneadh faoi Rialachán Uimh. 1371/2007 (CE), féadfaidh tú teagmháil a dhéanamh leis an Údarás Náisiúnta Iompair (NTA) le hathbhreithniú neamhspleách ar do ghearán a fháil. 

Complaints, comments and suggestions

If you’d like to make a complaint, a comment or a suggestion about your journey, we would like to hear from you.

We are available on the phone at:

LoCall 0818 294 015 or on +353 1575 6110 from outside the Republic of Ireland.

• From 07:00 to 19:00, Monday to Friday (not including public holidays)
• From 08:00 to 18:00 on Saturday
• From 10:00 to 16:00 on Sundays and public holidays (not including Christmas Day)

If you call, we will aim to speak to you within 60 seconds.

Also, if you ask, we have staff who can talk to you in the Irish language.

If you would like to send us an e-mail, you can contact us through the Transport for Ireland website.

We aim to respond to messages within one working day and to give a full response within fifteen working days.

We will respond in Irish to messages received in Irish and in English to all other messages.

Complaints

We value every complaint we receive. Some complaints may take longer to investigate, but we will keep you informed while an investigation is taking place.

If you are not happy with the response to a complaint, you can ask for the complaint to be reviewed.

Earraí Caillte

Property found on our service will be handed in to the nearest lost property office, within one working day. Lost property is generally held for a period of one month.

We may charge a handling fee to return your lost property.

Contact details

Fón: 0818 294 015 or +353 1575 6110

X: @TFIUpdates

Gréasáin: transportforireland.ie

Letter: Transport for Ireland, PO Box 13739, Clonakilty, Co. Cork

In person

Customer Care, Connolly Station, Amiens Street, Dublin 1.

Earraí Caillte

Email: lostproperty@irishrail.ie 

Accessibility Officer

If you need to get in touch with our Accessibility Officer, please contact:
access@irishrail.ie 

Cosaint Sonraí

If you have any questions about our use of your personal data, please contact our Data Protection Officer: dpo@irishrail.ie