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Cookie Policy",{"slug":619,"title":747,"description":12,"date":12,"type":726,"subpages":748},"Iarnród Éireann Passenger's Charter",[749,752],{"slug":750,"title":751,"description":12,"date":12,"type":726},"legal/passengers-charter/irish-domestic-rail-travel","Irish Domestic Rail Travel",{"slug":753,"title":754,"description":12,"date":12,"type":726},"legal/passengers-charter/international-rail-travel","International Rail Travel",{"slug":756,"title":757,"description":12,"date":12,"type":726},"legal/child-safeguarding-statement","Child Safeguarding Statement",{"slug":759,"title":760,"description":12,"date":12,"type":726},"legal/eu-obligation-on-network-access","EU Obligation on Network Access",{"_document":762,"_seoSnippet":780,"redirectTo":8,"hideSidenav":783,"slug":750},{"date":8,"description":12,"title":751,"body":763},{"components":764,"html":777,"linkedItems":778},{"items":765,"totalCount":776},[766],{"__typename":767,"_system_":768,"content":770},"ContentBlock",{"codename":769},"n049eeacb_a3a4_01c6_5942_5b3c3a8ee5be",{"html":771,"components":772,"linkedItems":774},"\u003Ch2>Our Commitment to Customer Service\u003C/h2>\n\u003Ch3>Contents\u003C/h3>\n\u003Ch3>Welcome to our Customer Charter\u003C/h3>\n\u003Cp>Our Customer Charter sets out our commitments to customer service, as part of the Transport for Ireland network under our contract with the National Transport Authority (NTA). Our aim is to provide a safe, reliable, and accessible service for our customers.\u003C/p>\n\u003Cp>At Iarnród Éireann, every customer is important to us whether you travel with us every day or it's your first journey. The Customer Charter represents our commitment to put the customer at the heart of our business.\u003C/p>\n\u003Cp>The introduction of Passenger Rights and Regulations for Rail Travel, Regulation (EC) No 2021/782 of the European Parliament also outlines specific rights for rail customers and have been incorporated in this charter.\u003C/p>\n\u003Cp>Since we first introduced the charter in 1999, our business and our customers' expectations have dramatically changed. We have upgraded our trains, upgraded our stations to make more accessible for all and introduced onboard Customer Service Officers on our Intercity Services.\u003C/p>\n\u003Cp>The commitment of my Iarnród Éireann colleagues across the country will allow us to meet our promises to you in this Customer Charter, and to continue improving customer experience into the future.\u003C/p>\n\u003Cp>\u003Cstrong>Mary Considine\u003C/strong>\u003C/p>\n\u003Cp>\u003Cem>Chief Executive\u003C/em>\u003C/p>\n\u003Ch3>Our Commitment to you\u003C/h3>\n\u003Cp>In line with the Customer Action Plans and Charters Guidelines, which is part of the Governments Quality Customer Service (QCS) Initiative, our Customer Charter sets out the standards and targets we plan to achieve and how we will deliver them.\u003C/p>\n\u003Cul>\n  \u003Cli>\u003Cstrong>Availability\u003C/strong>: We will make every effort to ensure that our facilities and services are available as advertised.\u003C/li>\n  \u003Cli>\u003Cstrong>Comfort\u003C/strong>: We will provide facilities and services that help you to enjoy a comfortable travel experience.\u003C/li>\n  \u003Cli>\u003Cstrong>Accessibility\u003C/strong>: We will continue to make our network as accessible as possible for everyone in our community.\u003C/li>\n  \u003Cli>\u003Cstrong>Information\u003C/strong>: We will endeavour to keep you well-informed at all stages of the journey, particularly if things go wrong.\u003C/li>\n  \u003Cli>\u003Cstrong>Care\u003C/strong>: We will deliver our services with due care and treat you with respect and dignity.\u003C/li>\n  \u003Cli>\u003Cstrong>Diversity and Inclusion\u003C/strong>: We will treat everyone equally regardless of gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the Traveller community.\u003C/li>\n  \u003Cli>\u003Cstrong>Innovation\u003C/strong>: We will use the feedback we receive from you to look for new ways to enhance the travel experience.\u003C/li>\n  \u003Cli>\u003Cstrong>Safety and security\u003C/strong>: We will provide a safe and secure travelling environment.\u003C/li>\n  \u003Cli>\u003Cstrong>Timeliness\u003C/strong>: We will focus on getting you to where you want to be on time.\u003C/li>\n  \u003Cli>\u003Cstrong>Presentation\u003C/strong>: We will maintain our facilities, information and signage to keep them clean, well-presented and in good condition.\u003C/li>\n  \u003Cli>\u003Cstrong>Sustainability\u003C/strong>: We will consider the environmental impact of our services and strive to ensure they are increasingly sustainable.\u003C/li>\n\u003C/ul>\n\u003Ch3>Our performance\u003C/h3>\n\u003Cp>We are committed to improving our service and regularly measure and monitor our performance to make sure we're offering you the best service.\u003C/p>\n\u003Cp>\u003Cstrong>Our targets: Customer satisfaction\u003C/strong> 90%\u003C/p>\n\u003Cp>We employ an independent research company to interview customers all year round about their experiences with our services. The data is used to work out our customer satisfaction score. This is the percentage of our customers who are satisfied with our service. We use the research from the Customer Satisfaction Survey to tell us about how we can continue to deliver high levels of customer satisfaction.\u003C/p>\n\u003Cp>\u003Cstrong>Service punctuality\u003C/strong>: 90% of services depart within five minutes of their advertised departure time\u003C/p>\n\u003Cp>We measure the punctuality of all our services at every station. The data is used to work out our service punctuality score. We use this data to keep monitoring our performance and to identify areas where we can improve our timetables.\u003C/p>\n\u003Ch4>Service quality performance\u003C/h4>\n\u003Cp>The National Transport Authority undertakes regular inspections of our services to monitor performance against a set of high service standards. These inspections are used to work out Performance Points, which are added up each time we are unable to deliver the standards in full. If we breach a defined number of points, we are penalised by the National Transport Authority for failing to meet the agreed standard. Details of the criteria and our latest performance can be found the National Transport website \u003Ca href=\"http://www.nationaltransport.ie\" data-new-window=\"true\" target=\"_blank\" rel=\"noopener noreferrer\">www.nationaltransport.ie\u003C/a>. \u003C/p>\n\u003Ch3>Compensation Payments in the event of a delay\u003C/h3>\n\u003Ch4>Discounts if you are delayed\u003C/h4>\n\u003Cp>If, you are more than 60 minutes late arriving at your destination station, we will offer you discount vouchers to use when you buy future tickets or, issue cash compensation under \u003Ca href=\"https://www.nationaltransport.ie/wp-content/uploads/2024/04/Rail-passengers-EU-Regulation-2021-782.pdf\" data-new-window=\"true\" target=\"_blank\" rel=\"noopener noreferrer\">Regulation (EC) No 2021/782 of the European Parliament\u003C/a>.\u003C/p>\n\u003Cp>The value of the vouchers, or cash compensation*, is based on the length of delay and the fare paid for the single journey affected, as follows:\u003C/p>\n\u003Ctable>\u003Ctbody>\n  \u003Ctr>\u003Ctd>\u003Cstrong>Delay\u003C/strong>\u003C/td>\u003Ctd>\u003Cstrong>Ticket Type\u003C/strong>\u003C/td>\u003Ctd>\u003Cstrong>Compensation\u003C/strong>\u003C/td>\u003C/tr>\n  \u003Ctr>\u003Ctd>\u003Cp>\u003Cbr>\u003C/p>\n\u003Cp>If you're delayed by 60 to 120 minutes\u003C/p>\n\u003C/td>\u003Ctd>\u003Cp>Weekly, Monthly or Annual ticket holders\u003C/p>\n\u003Cp>\u003Cbr>\u003C/p>\n\u003Cp>Intercity Single or Return ticket holders\u003C/p>\n\u003C/td>\u003Ctd>\u003Cp>*25% cash refund for that day pro rata on cost of ticket\u003C/p>\n\u003Cp>\u003Cbr>\u003C/p>\n\u003Cp>50% of the value of the single journey in vouchers or 25% in cash.\u003C/p>\n\u003C/td>\u003C/tr>\n  \u003Ctr>\u003Ctd>\u003Cp>\u003Cbr>\u003C/p>\n\u003Cp>If you're delayed by 120 minutes or more\u003C/p>\n\u003C/td>\u003Ctd>\u003Cp>Weekly, Monthly or Annual ticket holders\u003C/p>\n\u003Cp>\u003Cbr>\u003C/p>\n\u003Cp>Intercity Single or Return ticket holders\u003C/p>\n\u003C/td>\u003Ctd>\u003Cp>*50% cash refund for that day pro rata on cost of ticket.\u003C/p>\n\u003Cp>\u003Cbr>\u003C/p>\n\u003Cp>100% of the value of the single journey in vouchers or 50% in cash\u003C/p>\n\u003C/td>\u003C/tr>\n\u003C/tbody>\u003C/table>\n\u003Cp>\u003Cstrong>At present, Iarnród Éireann do not offer compensation for cumulative delays for season ticket holders.\u003C/strong>\u003C/p>\n\u003Ch4>Discounts if we fail to give you the service you pay for\u003C/h4>\n\u003Cp>If the seat you reserved is not available, and there is no other available seat of the same standard on the same train, we will refund you the fare of your single journey back to the card on which the booking was made.\u003C/p>\n\u003Ch4>Cancellation of your train, delay before you started your journey or during it\u003C/h4>\n\u003Cp>If your train is cancelled, or 60 minutes or more late, then we offer you the choice between the following options:\u003C/p>\n\u003Cul>\n  \u003Cli>You may abandon your journey before starting it and receive a full refund of your fare or apply for a refund if your ticket was booked online or via our telephone sales line.\u003C/li>\n  \u003Cli>You may discontinue a journey you have already started and receive a refund for the part of the journey not made\u003C/li>\n  \u003Cli>If the journey you began has become pointless, you may return immediately to the starting point of your journey by train and receive a full refund of the fare or apply for a refund if your ticket was booked online or via our telephone sales line.\u003C/li>\n\u003C/ul>\n\u003Ch4>Missing the last connection of the day\u003C/h4>\n\u003Cp>If you are not able to reach your final rail destination the same day because you missed a connection, you may be entitled to compensation for the reasonable costs of hotel accommodation and of notifying relatives or other persons expecting you. This only applies if the cause of the delay was within the control of the railway.\u003C/p>\n\u003Ch4>How to claim your discount vouchers or refund\u003C/h4>\n\u003Cp>To claim any discounts or refunds you're entitled to, you need to fill in an application form, which is available from the ticket offices in main stations or from the PDF below.\u003C/p>\n\u003Cp>If you are not able to reach your final rail destination the same day because you missed a connection, you may be entitled to compensation for the reasonable costs of hotel accommodation and of notifying relatives or other persons expecting you. This only applies if the cause of the delay was within the control of the railway.\u003Cbr>\n\u003C/p>\n\u003Cp>How to claim your discount vouchers or refund\u003Cbr>\nTo claim any discounts or refunds you're entitled to, you need to complete the \u003Ca href=\"https://www.transportforireland.ie/support/send-a-message/\">Transport For Ireland Webform\u003C/a>\u003C/p>\n\u003Cp>When you apply for a refund please include:\u003C/p>\n\u003Cul>\n  \u003Cli>\u003Cstrong>If purchased from a station / ticket vending machine - \u003C/strong>Attach a copy of your ticket\u003C/li>\n  \u003Cli>\u003Cstrong>If your ticket was purchased online include\u003C/strong> - include the reservation number - we will refund back to the card on which the booking was made.\u003C/li>\n\u003C/ul>\n\u003Ch3>European Legislation - Your Rights\u003C/h3>\n\u003Cp>When making a journey by rail, your rights are outlined under the Passenger Charter. The recent introduction of Passenger Rights and Regulations for Rail Travel, Regulation (EC) No 2021/782 of the European Parliament also outlines specific rights for rail customers, which have been incorporated in this charter. For further details see \u003Ca href=\"https://www.nationaltransport.ie/wp-content/uploads/2024/04/Rail-passengers-EU-Regulation-2021-782.pdf\" data-new-window=\"true\" target=\"_blank\" rel=\"noopener noreferrer\"> Regulation (EC) No 2021/782 of the European Parliament.\u003C/a>\u003C/p>\n\u003Cp>If you are not satisfied with how our Customer Care office has responded to a complaint made under Regulation (EC) No 2021/782, you can contact the \u003Ca href=\"https://www.transportforireland.ie/support/\" data-new-window=\"true\" target=\"_blank\" rel=\"noopener noreferrer\">National Transportation Authority (NTA)\u003C/a> to have your complaint reviewed independently.\u003C/p>\n\u003Ch3>Complaints, comments and suggestions\u003C/h3>\n\u003Cp>If you'd like to make a complaint, a comment or a suggestion about your journey, we would like to hear from you.\u003C/p>\n\u003Cp>We are available on the phone at:\u003C/p>\n\u003Cp>LoCall \u003Ca data-phone-number=\"0818294015\" href=\"tel:0818294015\">0818 294 015\u003C/a> or on \u003Ca data-phone-number=\"+35315756110\" href=\"tel:+35315756110\">+353 1575 6110\u003C/a> from outside the Republic of Ireland.\u003C/p>\n\u003Cul>\n  \u003Cli>From 7am to 7pm, Monday to Friday (not including public holidays)\u003C/li>\n  \u003Cli>From 8am to 6pm on Saturday\u003C/li>\n  \u003Cli>From 10am to 6pm on Sundays and public holidays (not including Christmas Day)\u003C/li>\n\u003C/ul>\n\u003Cp>If you call, we will aim to speak to you within 60 seconds.\u003C/p>\n\u003Cp>Also, if you ask, we have staff who can talk to you in the Irish language.\u003C/p>\n\u003Cp>If you would like to send us an e-mail, you can contact us through the \u003Ca href=\"https://www.transportforireland.ie/support/\" data-new-window=\"true\" target=\"_blank\" rel=\"noopener noreferrer\">Transport for Ireland website\u003C/a>.\u003C/p>\n\u003Cp>We aim to respond to messages within one working day and to give a full response within fifteen working days.\u003C/p>\n\u003Cp>We will respond in Irish to messages received in Irish and in English to all other messages.\u003C/p>\n\u003Ch4>Complaints\u003C/h4>\n\u003Cp>We value every complaint we receive. Some complaints may take longer to investigate, but we will keep you informed while an investigation is taking place.\u003C/p>\n\u003Cp>If you are not happy with the response to a complaint, you can ask for the complaint to be reviewed.\u003C/p>\n\u003Ch4>Lost Property\u003C/h4>\n\u003Cp>Property found on our service will be handed in to the nearest lost property office, within one working day. Lost property is generally held for a period of one month.\u003C/p>\n\u003Cp>We may charge a handling fee to return your lost property.\u003C/p>\n\u003Ch3>Contact details\u003C/h3>\n\u003Cp>\u003Cstrong>Phone\u003C/strong>: \u003Ca data-phone-number=\"0818294015\" href=\"tel:0818294015\">0818 294 015\u003C/a> or \u003Ca data-phone-number=\"+35315756110\" href=\"tel:+35315756110\">+353 1575 6110\u003C/a>\u003C/p>\n\u003Cp>\u003Cstrong>X\u003C/strong>: \u003Ca href=\"https://x.com/TFIupdates\" data-new-window=\"true\" target=\"_blank\" rel=\"noopener noreferrer\">@TFIUpdates\u003C/a>\u003C/p>\n\u003Cp>\u003Cstrong>Web\u003C/strong>: \u003Ca href=\"https://www.transportforireland.ie/support/\" data-new-window=\"true\" target=\"_blank\" rel=\"noopener noreferrer\">transportforireland.ie\u003C/a>\u003C/p>\n\u003Cp>\u003Cstrong>Letter\u003C/strong>: Transport for Ireland, PO Box 13739, Clonakilty, Co. Cork\u003C/p>\n\u003Ch4>In person\u003C/h4>\n\u003Cp>Customer Care, Connolly Station, Amiens Street, Dublin 1.\u003C/p>\n\u003Ch4>Lost Property\u003C/h4>\n\u003Cp>Email: \u003Ca data-email-address=\"lostproperty@irishrail.ie\" href=\"mailto:lostproperty@irishrail.ie\">lostproperty@irishrail.ie\u003C/a> \u003C/p>\n\u003Ch4>Accessibility Officer\u003C/h4>\n\u003Cp>If you need to get in touch with our Accessibility Officer, please contact:\u003Cbr>\n\u003Ca data-email-address=\"access@irishrail.ie\" href=\"mailto:access@irishrail.ie\">access@irishrail.ie\u003C/a> \u003C/p>\n\u003Ch4>Data Protection\u003C/h4>\n\u003Cp>If you have any questions about our use of your personal data, please contact our Data Protection Officer: \u003Ca data-email-address=\"dpo@irishrail.ie\" href=\"mailto:dpo@irishrail.ie\">dpo@irishrail.ie\u003C/a> \u003C/p>",{"items":773},[],{"items":775},[],1,"\u003Cobject type=\"application/kenticocloud\" data-type=\"item\" data-rel=\"component\" data-codename=\"n049eeacb_a3a4_01c6_5942_5b3c3a8ee5be\">\u003C/object>",{"items":779},[],{"metaDescription":781,"metaTitle":782},"Iarnród Éireann Irish Rail has developed its own Customer Charter, which sets out the levels and standards of service you are entitled to expect as a customer of Iarnród Éireann Irish Rail.","Passenger's Charter",{"items":784},[],1776358054339]