424 Westport-Dublin rail line complaints in six months

IRISH Rail have received 424 complaints from train passengers about the Westport-Dublin line in the first six months of 2019, writes Claire McNamara.

Documents released under the Freedom of Information Act to The Connaught Telegraph show that many of the complaints related to seat reservations, online tickets, train failure, and overcrowding, which often leads to rows on the train between passengers.

A passenger who was travelling from Dublin to Roscommon was unable to disembark in Roscommon as the doors would not open. The driver of the train communicated that the train must keep moving and to get off in Castlerea.

The passenger described the situation as completely 'deplorable', as they and other passengers were advised to get a taxi back to Roscommon and bill Irish Rail.

Another passenger complained about the mistreatment of his daughter, who was told by the inspector that her ticket was invalid and to purchase another one. He maintained the ticket was valid and the situation caused undue stress, embarrassment and fear in front of other passengers.

A passenger who got on in Roscommon and paid €45 for their ticket demanded a full refund as they had to stand all the way to Heuston. They described the service as 'totally inadequate'.

The state of the toilets has been highlighted by another passenger, who says the situation is shameful, disgusting and a public health hazard. They alleged the toilets are a real public health concern as they are never cleaned or rubbish emptied from the previous day.

A separate passenger maintained the way Irish Rail conducts its affairs in nothing short of disgraceful. While waiting to board the train in Westport, the passenger described the 'scrum' to get on the train, while it was obvious the number of passengers exceeded the capacity available on the train.

Also, they complained about a large number of students who boarded the train and treated passengers, many of whom were elderly, to 'a display of disorderly conduct' until they alighted at another Mayo station. They informed Irish Rail that a copy of this complaint would be sent to the minister's office due to the seriousness of the matter.

Health and safety was highlighted by another passenger who witnessed a suitcase fall on a passenger due to severe overcrowding, alongside elderly passengers and small children standing for long periods.

Another passenger who boarded the train from Heuston to Westport and had pre-booked their ticket realised that their seat reservation was the bike rack.

Several more passengers lodged complaints about the dangerous and unacceptable levels of overcrowding that they regularly experience on the Westport-Dublin line.

Meanwhile, the cathaoirleach of Mayo County Council is optimistic that Irish Rail will improve its services to the people of the county going forward.

Councillor Brendan Mulroy made his comments after the council held talks with two representatives of the company in Castlebar.

A spokesperson from Irish Rail, in response to queries from this paper, said the company takes the feedback they receive from customers very seriously.

They pointed out, in relation to the complaints, that the numbers need to be taken in context. 'There was a total of 424 complaints out of 577,000 passenger journeys so the overall numbers are small,' they said.

At peak times, services can be busy, so Irish Rail would recommend customers book in advance online to secure a seat.

The company are currently in the process of introducing onboard customer service officers on all routes. There are three working on the Mayo route at present and this will increase to cover all services.

They are there to assist customers with their seat reservations, customers with mobility needs and to provide information at times of disruption.