Heuston's staff. Why I oughtta...

Like A Fox · 10-08-2009 6:09pm #1

Has anybody else noticed how damn unpleasant the staff in Heuston Station are?

Here's how a general inquiry such as "Excuse me, do you know which platform the Cork train is at?" is answered by those charmers.

First the Irish Rail eye-toss-to-heaven. This reminds the customer that they are about as intelligent a a bowl of cornflakes.

Second, the sigh. A loud, pained exhalation before answering the question lets the consumer know that their audacious inquiry is the worst part of their day.

Thirdly the "Go on." I didn't understand this answer the first time I heard it, but boy when it got repeated more slowly for me I realised that "GO. ON." roughly translates as "The train is over there Miss. Enjoy your journey."

I sure felt silly for not getting that.

corktina · 10-08-2009 6:39pm

well I imagine its only human nature...when youve been asked the question dozens of times(and half the people asking then go ask the next guy they see as well) and all the info is up on a great big electronic board for all to read.

Just cos a guy works for IE doesnt necessarily mean he has all the up to date info in his head anyway...he may actually not be anything to do with Operations anyway.

Sponge Bob · 10-08-2009 6:43pm

The boards are only updated minutes before the train leaves so you GOTTA ask

corktina · 10-08-2009 6:49pm

Sponge Bob wrote: »

The boards are only updated minutes before the train leaves so you GOTTA ask

thats not my experiance, not that I travel very often but I would imagine that the platform is shown well in advance of the train being available.

KC61 · 10-08-2009 6:53pm

corktina wrote: »

thats not my experiance, not that I travel very often but I would imagine that the platform is shown well in advance of the train being available.

The policy changed in the last few months since the ticket barriers were introduced.

Platforms are only announced when the train is ready to board, with passengers now waiting on the main concourse.

This is in line with the policy in all major terminus stations across the water where barriers are installed.

corktina · 10-08-2009 7:01pm

I see...so that could be why the staff are pissed off with people asking? IE want you to wait until the train is ready before proceding to the platform. SO tell me , how are the STAFF supposed to know if it hasnt been announced yet?

Its my impression that the OP was asking after the announcement had been made... if OP was asking BEFORE it had been announced , wouldnt that be a bit pointless?

Owenw · 10-08-2009 7:06pm

No public awareness campaign was run alerting passengers to the new system afaik prior to implementing it, so IE only have themselves to blame.

TBH I found it better to ask a slightly grumpy staff member milling around rather than the utter miseries at the Info Desk.

corktina · 10-08-2009 7:16pm

sorry but thats my point. Isnt it the very fact that a succession of people are asking the staff on the ground AND the info desk a question that the answer to isnt known yet the reason why they are a bit on the grumpy side?

I accept that IE probably didnt inform the public enough of the changes but you wouldnt go asking "which gate?" at the airport. If it said "wait on concourse" on the board ,followed by go to platform (X) (maybe it does, I dont know) then maybe this would help?

antoinolachtnai · 10-08-2009 7:23pm

If the guy is wearing a uniform and he is on the concourse, he is in customer service, no matter what his job description is. If you approach staff at an airport and ask for your gate, they will certainly point you in the right direction, if they don't actually find the information for you.

corktina · 10-08-2009 7:39pm

antoinolachtnai wrote: »

If the guy is wearing a uniform and he is on the concourse, he is in customer service, no matter what his job description is. If you approach staff at an airport and ask for your gate, they will certainly point you in the right direction, if they don't actually find the information for you.

not if the gate hasnt been announced they cant....

antoinolachtnai · 10-08-2009 7:44pm

They will courteously explain to you that the gate hasn't been announced yet and tell you to watch the board to see the announcement.

Like A Fox · 10-08-2009 7:53pm

corktina wrote: »

I see...so that could be why the staff are pissed off with people asking? IE want you to wait until the train is ready before proceding to the platform. SO tell me , how are the STAFF supposed to know if it hasnt been announced yet?

Its my impression that the OP was asking after the announcement had been made... if OP was asking BEFORE it had been announced , wouldnt that be a bit pointless?

I was late getting to the station and was asking the guy with about two minutes to spare and the train wasn't where it normally is. He finished his conversation with the luggage caddy driver before wowing me with his helpfulness.

Even though I was out of breath and sweaty and hair-tossed, I asked in a nice polite way. Shouldn't I have gotten a nice polite answer?

Judgement Day · 10-08-2009 8:24pm

Hello - Wake up and smell the coffee, this is customer service CIE style and has been for as long as I can remember and I have been travelling by train since the mid-1960s! Where do you think the initials CIE come from - Courtesy Is Exceptional - and sadly it is.

Chris_533976 · 10-08-2009 8:38pm

Well didnt they move the nice big departures board around the corner to a useless position half blocked from most angles in the station and put a hacking great advertising TV where it used to me?

corktina · 10-08-2009 8:42pm

Like A Fox wrote: »

I was late getting to the station and was asking the guy with about two minutes to spare and the train wasn't where it normally is. He finished his conversation with the luggage caddy driver before wowing me with his helpfulness.

Even though I was out of breath and sweaty and hair-tossed, I asked in a nice polite way. Shouldn't I have gotten a nice polite answer?

well OF COURSE you should have....but what Im saying is this is only human nature...maybe you were the 20th to ask in quick sucession when the info is displayed on the board.You maybe can have some sympathy with the guy not being 100% all the time.
In fairness you wouldnt rush up to a random Aer Lingus employee at Dublin Airport two minutes before a flight and expect them to know.

I have a friend who cheerfully admits that she asks every Railway employee (and anyone who might be be one too) which platform she requires and says the reason she does this is because she doesnt believe they are giving her the right info and wants to check that what they(and the Board) say is right. Basic insecurity, but you can see how this would drive those Employess mad when they see it happen all day long, its no excuse for rudeness, but it might explain it.

highnc · 10-08-2009 8:42pm

Like A Fox wrote: »

I was late getting to the station and was asking the guy with about two minutes to spare and the train wasn't where it normally is. He finished his conversation with the luggage caddy driver before wowing me with his helpfulness.

Even though I was out of breath and sweaty and hair-tossed, I asked in a nice polite way. Shouldn't I have gotten a nice polite answer?

two minutes is cutting it fine!....a quick glance at the departures board over supermacs would have saved you all this agro....simple really.

Zoney · 10-08-2009 9:27pm

Owenw wrote: »

No public awareness campaign was run alerting passengers to the new system afaik prior to implementing it, so IE only have themselves to blame.

They probably didn't let the staff know beforehand either.

Like A Fox · 10-08-2009 10:11pm

highnc wrote: »

two minutes is cutting it fine!....a quick glance at the departures board over supermacs would have saved you all this agro....simple really.

Agro??

I asked a simple question!

Metrobest · 10-08-2009 10:36pm

Like A Fox wrote: »

Has anybody else noticed how damn unpleasant the staff in Heuston Station are?

Here's how a general inquiry such as "Excuse me, do you know which platform the Cork train is at?" is answered by those charmers.

First the Irish Rail eye-toss-to-heaven. This reminds the customer that they are about as intelligent a a bowl of cornflakes.

Second, the sigh. A loud, pained exhalation before answering the question lets the consumer know that their audacious inquiry is the worst part of their day.

Thirdly the "Go on." I didn't understand this answer the first time I heard it, but boy when it got repeated more slowly for me I realised that "GO. ON." roughly translates as "The train is over there Miss. Enjoy your journey."

I sure felt silly for not getting that.

Dreadful customer service!

It reminds me of the ticket inspector who entered the carraige and simply said: "now". This was supposed to indicate that that it was time to show your ticket. One lady in the train shot back with: "Now what?"

At busy train stations like Heuston staff should be available to assist customers and answer their questions courteously, however banal the queries may be. I think passengers paying Irish Rail's extortionate fares deserve this simple courtesy. Irish Rail staff should be grateful they have a job instead of spreading more misery.

highlydebased · 11-08-2009 12:08am

Heuston being busy as it is and with a majority of intercity etc services operating from there it would not be too much to ask for the staff to be helpful

I've been all over the country by rail and have only ever encountered helpful staff except for Heuston....

Davidth88 · 11-08-2009 8:04am

It's basic customer service , if a customer asks a question you either answer it in a civil manner , or direct the person to a person who can answer it.

Interestingly if you look at IE's own charter ...

We know how important it is that you receive good customer service from our staff at all times.

We expect our staff to:

* be polite and helpful;
* consider your safety and comfort;
* wear their appropriate uniform;
* tell you about delays or changes 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.

IE staff need to remember we are customers.

Now to be honest , 90% of dealings I have had with IE staff are positive, but there are people out there who either need more training , or perhaps shouldn't be public facing at all.

Perhaps these guys have taken their training from MOL and Ryanair

KC61 · 11-08-2009 8:38am

Metrobest wrote: »

Dreadful customer service!

It reminds me of the ticket inspector who entered the carraige and simply said: "now". This was supposed to indicate that that it was time to show your ticket. One lady in the train shot back with: "Now what?"

At busy train stations like Heuston staff should be available to assist customers and answer their questions courteously, however banal the queries may be. I think passengers paying Irish Rail's extortionate fares deserve this simple courtesy. Irish Rail staff should be grateful they have a job instead of spreading more misery.

There is no excuse for ignorant behaviour when you are in a front line job dealing with customers.

However, I'd have to say that in all the travelling that I do with public transport in Ireland these sort of individuals are the exception to the rule. Most of the people that I've dealt with (drivers, ticket checkers, counter staff) have in the main been courteous and helpful.

Judgement Day · 11-08-2009 8:43am

CIE/IE have, for a long time, specialised in putting some of their most ignorant staff into the frontline for dealing with the public - especially at ticket barriers in the Dublin area. These people, if they are to be retained, should be employed hand weeding the WRC north of Athenry.

KevR · 11-08-2009 9:50am

I went into Ceannt Station in Galway a few months back to buy Rail & Sail tickets. I went up to the normal train ticket desk, there was no queue and the woman behind the counter was reading a newspaper.

I said "Excuse me, is this where I can buy Sail & Rail tickets" I got the sigh and roll eyes to heaven (I know I should not have disturbed her from reading the paper :rolleyes:) and she said "You have to go to the Passenger Sales office out on the platform".

So out I went onto the platform and had a really good look around for anything signed as Passenger Sales. Couldn't see anything and there were no staff out on the platform so I went back in to this charming lady reading her paper in the ticket office.

Me: "Sorry, I've had a look aoround for Passenger Sales but couldn't find it". I got an even bigger sigh and another roll of the eyes and she said (in a real slow and angry tone as if I was stupid) "Go out onto the platform, go into the big green building and the Passenger Sales office is in there". I said "Why didn't you say that the first time you miserable aul' hag" and she just sat there with a stunned look on her face while I walked off.

Like A Fox · 11-08-2009 10:07am

KevR wrote: »

I went into Ceannt Station in Galway a few months back to buy Rail & Sail tickets. I went up to the normal train ticket desk, there was no queue and the woman behind the counter was reading a newspaper.

I said "Excuse me, is this where I can buy Sail & Rail tickets" I got the sigh and roll eyes to heaven (I know I should not have disturbed her from reading the paper :rolleyes:) and she said "You have to go to the Passenger Sales office out on the platform".

So out I went onto the platform and had a really good look around for anything signed as Passenger Sales. Couldn't see anything and there were no staff out on the platform so I went back in to this charming lady reading her paper in the ticket office.

Me: "Sorry, I've had a look aoround for Passenger Sales but couldn't find it". I got an even bigger sigh and another roll of the eyes and she said (in a real slow and angry tone as if I was stupid) "Go out onto the platform, go into the big green building and the Passenger Sales office is in there". I said "Why didn't you say that the first time you miserable aul' hag" and she just sat there with a stunned look on her face while I walked off.

You legend!

KevR · 11-08-2009 10:13am

Luckily the staff in Passenger Sales were really nice and helpful or I would have been demanding to speak to a manager and following that up with a strongly worded letter to HQ to complain about the customer service.

Cookie_Monster · 11-08-2009 10:50am

Just in relation to the airport boards. In my experience these boards are updated hours in advanced as refreshed frequently so provide useful information, the staff are also very helpful.

I haven't been in Heuston in a while but I can imagine the confusion and subsequent rush to the platform when the board is updated with 5 minutes to go. At least if they had an indicated platform number displayed people would be aware where they need to be and also be reassured in some cases.

Waterfall1975 · 11-08-2009 4:23pm

So why is it, that when I wait until the platform number is displayed, I then proceed to my platform only to find it filled with passengers in advance ?

KevR · 11-08-2009 5:03pm

Waterfall1975 wrote: »

So why is it, that when I wait until the platform number is displayed, I then proceed to my platform only to find it filled with passengers in advance ?

Regular travellers might know which platform the train usually goes from or some people might ask a member of staff which platform it will be going from before the information is displayed on the board.

fh041205 · 12-08-2009 1:46am

Judgement Day wrote: »

CIE/IE have, for a long time, specialised in putting some of their most ignorant staff into the frontline for dealing with the public - especially at ticket barriers in the Dublin area. These people, if they are to be retained, should be employed hand weeding the WRC north of Athenry.

I think if you take Dublin out of the equation, then IR staff are almost entirely helpful and polite. In my experience, I've got a lot of bad reactions from ticket checkers/Booking office staff etc. in Dublin but not anywhere near as much elsewhere. I would put it down to the people they have to deal with in Dublin.

Carawaystick · 12-08-2009 3:34pm

fh041205 wrote: »

I think if you take Dublin out of the equation, then IR staff are almost entirely helpful and polite. In my experience, I've got a lot of bad reactions from ticket checkers/Booking office staff etc. in Dublin but not anywhere near as much elsewhere. I would put it down to the people they have to deal with in Dublin.

Are the people they have to deal with in Dublin not the same people they have to deal with out of Dublin - especially regarding Heuston services?

fh041205 · 12-08-2009 4:49pm

Carawaystick wrote: »

Are the people they have to deal with in Dublin not the same people they have to deal with out of Dublin - especially regarding Heuston services?

I don't think so. You get more people in Dublin and by extension, more aggro, more idiots to deal with, more people making every attempt to evade a fare. Staff in more rural locations tend to be friendlier because they don't have to watch their backs as much. You see it all the time in Dublin with people damaging dart cables, spray painting and otherwise damaging stations and worryingly regular blockades on the line at Broombridge.

Pineapple stu · 12-08-2009 5:08pm

antoinolachtnai wrote: »

If the guy is wearing a uniform and he is on the concourse, he is in customer service, no matter what his job description is. If you approach staff at an airport and ask for your gate, they will certainly point you in the right direction, if they don't actually find the information for you.

True, most IE staff would do this but you will always get the miserable one here and there.

Judgement Day · 12-08-2009 11:16pm

fh041205 wrote: »

I don't think so. You get more people in Dublin and by extension, more aggro, more idiots to deal with, more people making every attempt to evade a fare. Staff in more rural locations tend to be friendlier because they don't have to watch their backs as much. You see it all the time in Dublin with people damaging dart cables, spray painting and otherwise damaging stations and worryingly regular blockades on the line at Broombridge.

I tend to agree with the poster who pointed out that is the Dublin area where the staff are the most unfriendly/unhelpful - and Cork too - but just because they have a lot to put up with is no excuse for their surly attitude to dealing with passengers. Perhaps they should save their bad manners for scumbags and treat ordinary members of the public with the respect that they deserve.

VERYinterested · 13-08-2009 11:57am

fh041205 wrote: »

I don't think so. You get more people in Dublin and by extension, more aggro, more idiots to deal with, more people making every attempt to evade a fare. Staff in more rural locations tend to be friendlier because they don't have to watch their backs as much. You see it all the time in Dublin with people damaging dart cables, spray painting and otherwise damaging stations and worryingly regular blockades on the line at Broombridge.

Wonder what was eating the oul Hag at Ceannt Station so, must have had a lot of Dublin punters through that day :rolleyes:

In my experience of Iarnrod Eireann the place I have seen most attempts at fare evasion is at Limerick Junction where a lot of people get on to the reserved carriage and plainly don't have a ticket and then give people that do evils and give the Inspector a lot of grief.

missmatty · 13-08-2009 12:12pm

I know this isn't the 'ranting and raving' thread so I will hold back, although I could go on for hours about IE.

I nearly missed my own train to work one sweet morning lately because I had to do one guy's job for him in Heuston. There were two Italian tourists in the station who wanted a day return to Cork and they were told at the desk that it was 20E or something like that cheaper each to buy the tickets online than buy them at the cash desk.

So they were talking to one IE guy on the concourse and I was standing minding my business and I got roped in to get their tickets for them on those internet computers as yer man couldn't use the internet, even used my own email address on the IE website. I didn't mind really as they were nice people and I couldn't blame them wanting to save a load of money. But the whole thing took so long i nearly missed my own train just because they are all so useless in Heuston.

The whole platform number thing is stoopid as well, just ends up with tons of people blocking the concourse then descending on the train in a flood. And when you book a seat either the name doesn't come up on the digital display so somebody takes your seat, or else (like last week) the wrong names came up so no-one knew what the hell was going on. Give me strength.

Cookie_Monster · 13-08-2009 12:20pm

Just put the platform notification board in Heuston in the bar, problem solved:D

fh041205 · 13-08-2009 2:24pm

VERYinterested wrote: »

Wonder what was eating the oul Hag at Ceannt Station so, must have had a lot of Dublin punters through that day :rolleyes:

In my experience of Iarnrod Eireann the place I have seen most attempts at fare evasion is at Limerick Junction where a lot of people get on to the reserved carriage and plainly don't have a ticket and then give people that do evils and give the Inspector a lot of grief.

In fairness though, the things i've mentioned above are far worse than sitting in a reserved seat. I get your point though.

missmatty, fair play to you for helping them out, its nice to know that there are people who will do that.

Zoney · 13-08-2009 2:49pm

fh041205 wrote: »

In fairness though, the things i've mentioned above are far worse than sitting in a reserved seat. I get your point though.

missmatty, fair play to you for helping them out, its nice to know that there are people who will do that.

I'm also glad there are folk here who would help out tourists. I've twice been helped out by passerbys in Munich in figuring out the cheapest ticket to buy (I think I have it now but it's confusing that the "Partner" ticket is not just for two people but is up to something like 5 - there were 3 of us on each occasion). The bank of ticketmachines at the airport subway is intimidating even with a bit of German.

My most infuriating experience at Heuston was not IÉ's fault, but the banks. All ATMs out of cash on a Sunday. Had to walk to some shop near Phoenix Park.

jlang · 13-08-2009 2:57pm

Other countries can manage to print the platform number on the timetable months in advance.

missmatty · 13-08-2009 3:14pm

That's the thing, I didn't want them to go home thinking that not only is the whole logic of the rail system stupid, but that the people are too (and unhelpful) :P

jkmanc1974 · 13-08-2009 9:54pm

Interesting how the ticket machines in Heuston will not accept the "on-line" printed tickets........to quote a member of staff -" The machine doesnt accept photocopies look it!!!"

1 member of staff assigned to the machines to look after approx 700 people heading into Dublin from the West is bad form......

Brgds
Johnny

Like A Fox · 13-08-2009 11:15pm

Yeah it's pretty ridiculous to spend all that money on new technology (stalls) that isn't compatible with the other new technology (online tickets).

Although if you print the ticket from a ticket machine (think they only have 'em in Hueston, Cork and Galway) then it'll work at the stalls.

KC61 · 13-08-2009 11:48pm

To go back to the original post regarding lack of any information on platform numbers, the large departures board in the station concourse clearly states under every train departure (where there is no platform assigned) the following message:

PLEASE WAIT ON CONCOURSE UNTIL PLATFORM NUMBER IS ADVISED

DWCommuter · 14-08-2009 12:07am

KC61 wrote: »

To go back to the original post regarding lack of any information on platform numbers, the large departures board in the station concourse clearly states under every train departure (where there is no platform assigned) the following message:

PLEASE WAIT ON CONCOURSE UNTIL PLATFORM NUMBER IS ADVISED

I did that once for a Kildare service. I waited and waited and waited, Then I thought the train was delayed. It was in Sallins by the time I realised that it left on time and the system had ****ed me over. In fairness it was an experiment as I knew damn well from observation and experience what platform it departed from. I went and drank some satisfying pints, but agonised over how a tourist or non-regular user would feel.

Its probably best if the railway wasn't run for the benefit of staff and regulars.:D

highlydebased · 14-08-2009 12:15am

Like A Fox wrote: »

Yeah it's pretty ridiculous to spend all that money on new technology (stalls) that isn't compatible with the other new technology (online tickets).

Although if you print the ticket from a ticket machine (think they only have 'em in Hueston, Cork and Galway) then it'll work at the stalls.

Unfortunately it doesnt for pre-booked

If you print from a ticket machine for normal tickets, it works

If you print from the pre-booked collection machine it doesnt. Those ones dont have the magnetic strip yoke at the back

mk6705 · 14-08-2009 1:52pm

Like A Fox wrote: »

Although print the ticket from a ticket machine (think they only have 'em in Hueston, Cork and Galway) then it'll work at the stalls.

They have ticket machines in many, many more places.

Other than that, I'd agree that the staff are more helpful outside of Dublin. A good example going back to the original post would be asking a member of Staff in Mallow (Mala bai) "When's the train to Tralee?" and without trying to make me feel stupid or anything he said "This platform, ten to eleven". Much better isn't it?

fh041205 · 14-08-2009 5:50pm

There seems to be quite a trend of platforms not being displayed properly in Heuston. There are at least 2 people in this thread who have seen this and i suspect there are a lot more. That really is unforgiveable. Its something that defeats the whole point of rail travel and tbh infuriates me more than anything else in IR at the moment because its such a basic requirement.

Chris_533976 · 14-08-2009 5:53pm

The prebooked seats thing was only working on the right hand side of the train from Galway to Dublin the other day and not at all on the way back. Ridiculous. And because it hardly ever works, people logically feel they can sit anywhere. Then the people come on who have booked those seats and get pissed.

skelliser · 14-08-2009 5:54pm

ask steven seagal, pretty heplful along with the eastern european special forces dudes

Fairdues · 16-08-2009 2:18am

People get stressed when they travel by train, obviously.

Heuston's staff. Why I oughtta...

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