- Dear Customer
- Introduction
- Delivering a Safe, Reliable and Punctual Service
- When You Travel on our Services
- Customer Service at Our Bus Stations
- Information on our Services
- Maintaining and building on our relationship with you
- Overcoming difficulties when things go wrong
- Providing an efficient response
- Travel Advice - Helping Us to Help You
- In your own interest
- Contact Details
- Travel Information Telephone Numbers
- Bus Stations
- Customer Charter Audit
Dear Customer,
In recent years, Bus Éireann has introduced many improvements in service quality, leading to a better quality product and travel experience for our customers. Bus stations have been upgraded, modernised and made more accessible for customers and staff. Millions of Euro has been invested in the procurement of a modern fleet of buses and coaches. Facilities have been upgraded for the convenience of passengers, and services have expanded - there are now more departures and more destinations than ever before, right across the network. We are also adjusting our operating hours to meet customer demand. Our earliest weekday commuter departure now leaves Drogheda at 05.20hrs. We have also invested significantly in staff training, particularly in the areas of customer service, disability awareness and advanced driving skills, to ensure our people can deliver a better service to our 48 million annual customers.
The publication of our Customer Charter recognises and reinforces our efforts towards meeting our goal of continuous improvement. Bus Éireann welcomes all diverse customers and works constantly to ensure that they are offered the best possible service.
The commitments as outlined in the Charter are designed to ensure that the service we provide is customer-focused, customer-friendly, efficient and value for money.
We have sought though research to ensure that the service commitments as set out in this Charter are focussed on your needs as customers. We therefore welcome your feedback and have outlined in the Charter the various ways you can contact us.
Our performance in meeting the commitments set out in the Charter is independently audited once a year and the commitments are reviewed on an ongoing basis to ensure they continue to reflect realistic and challenging objectives on which to focus our efforts.
In addition to the specific commitments given in the Charter, we will continue to strive to improve all aspects of our operations.
A 24 hour service now operates on the Dublin-Belfast route. New state of the art coaches will be procured for use on Expressway services. A new fully accessible bus station opened its doors to customers in Tralee, representing an investment of €1.8million. CCTV will be fitted on our City buses in Cork, Galway, Limerick and Waterford.
A €4 million GPS system will be rolled out to enable customers to access real-time passenger information on our services, for the first time, online and via mobile phones, so they have precise information on arrivals and departures at their fingertips.
These improvements are made possible through the active support of committed team of people working in Bus Éireann who will I am confident continue to provide you, our valued customer, with a high quality service both now and in the future.
Tim Hayes
Chief Executive
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Introduction
Bus Éireann was formed in 1987 as a subsidiary of C.I.É to provide bus services throughout Ireland, with the exception of Dublin City. We employ almost 2,800 people directly and operate a fleet of over 1,300 buses and coaches. We have divided our business into five regions, each based on a major business centre managed by a Regional Manager.
This Charter sets out our commitments for our:
- Expressway Inter Urban Coach Services
- Provincial City and Town Services
- Stage Carriage Commuter and Rural Bus Services
Copies of this charter are available in Irish and audiocassette and can be obtained by contacting your local Regional Manager, details of names and address shown below.
Our Customer Charter sets out our commitment to you to achieve high standards of service. It does not create any new legal relationship with you and it does not affect your legal rights or obligations.
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Delivering a Safe, Reliable and Punctual Service
Reliability
- We will operate a minimum of 98% of scheduled timetable departures.
Capacity
- To meet customer demand we will operate additional vehicles on scheduled timetable departures where possible.
Punctuality
- It is our policy that no scheduled service should operate ahead of its timetable. 95% of all scheduled Expressway services will leave within 10 minutes of their timetable time from their originating departure point.
Safety
- Your safety and that of our staff will continue to take precedence over all activities. We aim to ensure that our safety standards are maintained.
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When You Travel on our Services
- It is our policy to update our fleet on a planned basis.
- We will ensure that the heating, ventilation and lighting on board our vehicles are working and set to a comfortable level.
- We will clean the inside and outside of all in-service buses and coaches at least once a day.
- Our drivers will be well presented, friendly, helpful and courteous to you at all times.
- Smoking and the consumption of alcohol are prohibited by law on our services; we will continue to enforce these laws with the assistance of the relevant authorities.
- Buses and coaches will display correct destination information and/or route number at all times.
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Customer Service at Our Bus Stations
We will provide the following facilities at main Bus Stations, listed on inside back page, during advertised opening hours:
- A waiting area that is clean and free from litter and offers protection from the weather.
- Up to date information on our services.
- A public phone, clock and use of a toilet.
- An enquiry and sales desk.
- Left luggage facilities
- Our staff at Bus stations will be well presented, friendly, helpful and courteous to you at all times.
- At our Bus Stations you should have to wait no longer than 5 minutes for information or to buy a ticket at off peak times. During peak times you should have to wait no longer than 10 minutes.
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Information on our Services
- We aim to ensure our average response time to telephone enquiries is 45 seconds. Details of our national network of telephone enquiry numbers are set out inside back page
- We will continue to publish and distribute widely our national timetable.
- We will publish and distribute a range of local timetables, posters and leaflets as well as placing notices in the public press and advertisements on local radio.
- You can request details of our services at our Internet Site at www.buseireann.ie or by e-mailing us at info@buseireann.ie.
- We will publicise alterations to our timetable in advance of changes taking place.
- We will maintain our network of travel and information centres at our bus stations throughout the country.
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Maintaining and building on our relationship with you
We welcome and appreciate your views and suggestions on how to improve our services and to this end we will:
- Provide freepost customer comment cards at all Bus Stations.
- Provide email facilities for on-line users.
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Overcoming difficulties when things go wrong
We are committed to ensuring that the proper care of our customers is a predominant factor in the selection and training of our employees. We trust that staff dealing with you can assist in overcoming difficulties you may encounter in using our services at the time such difficulties may arise.
If however you have a complaint or difficulty that you wish to pursue you can write to the relevant Regional Manager, names and addresses are listed below. Please include as much detail as possible such as time of travel, origin and destination of your journey to assist us in dealing with you.
We are committed to fully and fairly investigating all complaints and welcome the opportunity they offer to resolve any difficulties you experience.
If you are not satisfied with the reply you receive from our Regional Manager you may request Manager, Marketing, Sales & External Communications to review your complaint by writing to him at:
Bus ÉireannBroadstone
Dublin 7
Ireland
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Providing an efficient response
- We will fully investigate all complaints received.
- If we cannot give you an immediate response we will acknowledge your letter within 5 working days of receiving it and will forward a full reply within 15 working days.
- If for any reason it is not possible to fully respond within 15 days you will receive within that time details of the cause of the delay in replying and an anticipated time within which your complaint will be finalised.
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Travel Advice - Helping us to help you
To help us in providing you with a good service we would very much appreciate your assistance and co-operation on the following matters.
- Be at the Bus Station or bus stop in good time. Allow for time to purchase your ticket, in advance, at the Bus Station.
- If your journey involves a connecting service, please allow sufficient time for unforeseen delays, at least 1 hour for connections at Dublin (Busáras), Airports and Ferry terminals and at least 45 minutes at other locations.
- If at a bus stop please signal to the bus driver to stop.
- Please place heavy luggage in the boot of the bus.
- If possible have the correct change available. Please have pre-purchased tickets or passes available for inspection or cancellation.
- Avail of handrails when moving up and down the aisle of the bus or when standing.
- We would be grateful if you would move to the back of the coach/bus to take up a seat, as this will keep the entrance area clear.
- Please do not engage the driver in conversation while the vehicle is in motion.
- Smoking or the consumption of alcohol is prohibited by law on our coaches and buses.
- If you are using a personal stereo while travelling please adjust the volume so that it will not be a source of irritation or annoyance to other customers seated near you.
If you find it necessary to use a mobile 'phone during the course of your journey, please do so in a discreet manner and with consideration for other customers.
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In your own interest
- Please ensure that your luggage is clearly labelled, showing your name and either a contact address or telephone number.
- Please do not leave luggage unattended in the bus stations or depots; apart from the risk of loss or theft unattended luggage may be deemed a security risk and disposed of accordingly.
- Do not include items of high value in luggage, which is loaded in the coach compartment. Items such as money, credit cards, travel/identity documents, photographic/computer equipment and study materials should be kept in hand luggage which you should keep with you at all times.
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Contact Details
South
Regional Manager: Joe Fitzgerald
Services Manager: Dan O'Shea
Address: Bus Éireann, Capwell, Cork
Phone: (021) 455 7101 and (021) 455 7102
Services Manager: Gerry Madden
Address: Bus Éireann, Plunkett Station, Waterford
Phone: (051) 873401
Southwest
Regional Manager: Miriam Flynn
Services Manager: John Power
Address: Bus Éireann, Roxboro Road, Limerick
Phone: (061) 418855
Services Manager: Bláithin McElligott
Address: Bus Éireann, Casement Station, Tralee, Co. Kerry
Phone: (064) 66 30011
West
Regional Manager: Brian Connolly
Services Manager: Ray McDonagh
Address: Ceannt Station, Eyre Square, Bus Éireann, Galway
Phone: (091) 563555
Services Manager: Damien Coen
Address: Bus Éireann, Bus Station, Athlone, Co. Westmeath
Phone: (090) 6484406
Northwest
Regional Manager: Rory Leahy
Address: Bus Éireann, Bus Depot, Sligo
Phone: (071) 9160440
Address: Bus Éireann, Stranorlar, Co. Donegal
Phone: (074) 9131089 and (074) 9131008
Services Manager: Paudge Flynn
Address: Bus Éireann, Bus Station, Ballina, Co. Mayo
Phone: (096) 71800
East
Regional Manager: Joe Kenny
Services Manager: David Lane
Address: Bus Éireann, Broadstone, Dublin 7
Phone: (01) 830 2222
Services Manager: Ken MacPherson
Address: Bus Éireann, Dundalk, Co. Louth
Phone: (042) 9334041
Address: Bus Éireann, Drogheda, Co. Louth
Phone: (041) 9835023
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Travel Information Telephone Numbers
Athlone (090) 6484406
Ballina (096) 71800
Cavan (049) 4331353
Cork (021) 4508188
Drogheda (041) 9835023
Dublin (01) 8366111
Dundalk (042) 9334075
Galway (091) 562000
Killarney (064) 6630011
Letterkenny (074) 9121309
Limerick (061) 313333
Monaghan (047) 82377
Sligo (071) 9160066
Stranorlar (074) 9131008
Tralee (066) 7164700
Waterford (051) 879000
Or alternatively by email.
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Bus Stations
Athlone Bus Station, Southern Station Road, Athlone, Co. Westmeath.
Ballina Bus Station, Kevin Barry Street, Ballina.
Cavan Bus Station, Farnham Street, Cavan.
Cork Bus Station, Parnell Place, Cork.
Drogheda Bus Station, Donore Rd. Drogheda.
Busáras Bus Station, Store Street. Dublin 1.
Dundalk Bus Station, Long Walk, Dundalk.
Galway Bus Station, Ceannt Station, Eyre Square, Galway.*
Killarney Bus Station, Fairhill, Killarney.
Letterkenny Bus Station, Port Rd. Letterkenny.
Limerick Bus Station, Colbert Station, Parnell Street, Limerick.*
Monaghan Bus Station, North Road, Monaghan.
Sligo Bus Station, Lord Edward Street, Sligo.
Tralee Bus Station, Casement Station, Tralee.*
Waterford Bus Station, The Quay, Waterford.
Note * denotes stations where facilities are shared with Iarnród Éireann
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Customer Charter Audit
The Bus Éireann Customer Charter Audit is completed annually to establish if the company’s performance levels reach the requirements outlined in its Customer Charter.
PAN Research Ltd carried out 2009’s audit and it was completed in two phases:
- Customers were interviewed about their experiences and opinions on Bus Éireann
- Independent researchers observed bus departures, queuing times and facilities in the stations
In addition to the station research, a comprehensive Mystery Shopping Programme was completed. Stations were evaluated on their customer service over the phone, by email and by letter.
Please view our Customer Charter Audit 2009
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