Dublin Coach - no show

DerryRed

On Tuesday morning I was trying to get from Kilkenny to Dublin Airport. I usually do this journey once a month and get the Cork to Dublin service with a transfer to the airport at the Red Cow.

This week I had an early flight so planned to get the 4.45am pick up at Kilkenny. I was at the bus stop at 4.35 and I waited till 5.15 and the bus didn't show. I ended up having to ring my wife to wake the kids up and drive me to the Red Cow.

I phoned Dublin Coach to complain later that morning and they said they would investigate and come back to me. They also asked that I send in an email which I did later that morning.

It has been 2 days later and still no response. Just wondering if there are any other avenues for me to make a complaint?

devnull

I would give them a day or two more to respond personally, but if they don't respond you can make a complaint through the National Transport Authority.

There is a form here:
https://www.transportforireland.ie/help-and-contact/

Select:
- Bus servicers
- Private Operator
- Make a Complaint.

And fill in the form.

DerryRed

Thanks. I emailed them and mentioned the NTA. They said they will get back to me asap. Will give them till the end of today.

AlekSmart

DerryRed wrote: »

Thanks. I emailed them and mentioned the NTA. They said they will get back to me asap. Will give them till the end of today.

They may refer you to their standard T's & C's of carriage,which in common with most Public Transport operators will provide an "out".

http://www.dublincoach.ie/customercare/terms-conditions.php

Dublin Coach cannot accept any responsibility for lost, stolen or damaged property. Passengers should be aware of our stop locations and departure times. Please endeavor to arrive at your stop at least 10 minutes prior to scheduled departure time. Whilst every effort is made to adhere to our stated departure times, sometimes services may be affected by factors outside our control such as traffic, weather or other events.

Dublin Coach would advise all passengers to obtain travel insurance for all aspects of their journey.

They have correctly outlined the alternative avenue,as they also do in their T's & C's ......

If you want to make a complaint about your bus trip contact Dublin Coach. If you are not happy with the response from Dublin Coach, contact the National Transport Authority, Dún Scéine, Harcourt Lane, Dublin 2 email: info@nationaltransport.ie

Still,if you don't try,you won't achieve,so here's to a successful outcome for you

DerryRed

Here is the feedback I got from Dublin Coach


Apologies for the delay in writing back to you,

I had to investigate into this issue and have been waiting for the other parties involved to respond back to me.

On that day, the driver did in-fact leave early and he shouldn’t have. I have brought this driver into a meeting to discuss and correct the issue for the future.

Additionally, as a gesture of goodwill, I’d like to send you out a couple of free complementary tickets that you can use for future travel. If you would like to avail of these, please send me on your address and the services you’d like to take them for and I’ll send them on to you.

devnull

Glad you got something back from them and they made the offer.

I'd advise anyone to mention the NTA or go via the NTA if any operator doesn't follow up a complaint properly or just ignores issues - I've had people who are ignoring complaints and not really dealing with them suddenly going out their way to put it right as soon as they hear the NTA mentioned or they get involved.

Taco Chips

Sounds like a good offer of conciliation. Fair play to their HR