I write further to the below matters;
1) To complain regarding the failure of three scheduled 27 buses to appear at the Central Bank (Northbound) stop between 6.20 and 6.50.
2) To complain about the behaviour of the driver of the 27 bus (with the identifying code AV97 displayed within) who took money from the very wet girl in front of me while flatly saying that Eden Quay was the last stop. When I asked when the next bus going past Eden Quay would be coming he responded that I needed to take that up with the company. When I asked him, politely, could he contact his Dispatch office and ask the same question he ignored the question. When I asked again he responded by yelling “There’s flooding on the road!”. I pointed out that this was new information to those of us standing on the side of the road. His response was to say “Well, get it into your head now, there’s flooding on the road.” I took the attached photograph of the bus ID and he departed.
3) To praise the driver of the 27 who arrived very shortly afterward. Despite our unhappiness at the news that he too would be stopping at Eden Quay, he spoke politely, invited us to travel with him (out of the rain) to Eden quay to see if any 27 buses would be available from there and was a pleasant contrast with the driver we had encountered at paragraph 2 above.
4) To point out the obvious fact that the Real Time traffic information signs and website information are utterly fictitious and bear no resemblance to the commuter’s experience of buses arriving, either on time or at all.
I have sent a complimentary copy of this email to the Relevant authority I understand are responsible for this system.
I did not see any 27 buses travelling beyond Eden Quay after alighting from the second bus. This is the fourth time I have written to complain regarding the 27 bus route in a month. I had no complaints regarding its operation for many years before the recent change in fleet, drivers and route.
I do not believe that this route is receiving a quality service from Dublin Bus. I believe the fact that it commences, travels through and ends in areas of High Unemployment and Low Affluence (as measured by the CSO’s Census data) is the explanation for this disregard.
Yours faithfully, Reasonse
I would like to thank you for your email dated the 26th of October.
Unfortunately on the evening of the 24th of October, we did encounter serious disruptions and delays to our services given the weather conditions. The delays were caused by heavy traffic on the roads throughout Dublin and also many roads being impassable due to flooding.
In relation to your complaint regarding the the attitude and behaviour of the driver of AV96, with these details it has enabled me to successfully identify the driver involved. This attitude of a driver is by no way condoned. I have passed a copy of your complaint onto the Depot Administration Manager, who will be interviewing the driver over the coming days regarding the matter. If a member of staff is found to be in contravention of company policy, he/she will be subject to internal disciplinary procedures.
The importance of customer care in the services industry forms an integral part of the Certificate of Professional Competency, which all of our front line staff must attain be completing five training modules. We are stressing to our front line staff that good customer care is no longer something that a service industry in Ireland should expect to be commended for – it is now a threshold requirement when competing for a share of the public transport market. We support this course company-wide with poster campaigns and messages of re-enforcement through other internal communication channels.
Regarding your issues with the Real Time Passenger Information sign’s, I have asked the Technical Department to investigate to ensure that they are communicating correctly the buses AVL system.
I would like to assure you that we always aim to serve all routes and all customers with the highest possible standard of service. We at Dublin Bus always believe in ‘Serving the entire community’.
Thank you once again for your email and raising your concerns with us.