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Translink is off the rail with customer service

Published 22/08/2016

Once again, it is Don Quioxte time for that well-subsidised organisation Translink. Claiming to be chivalrous and idealistic, but in fact foolish and impractical.

On Tuesday morning, August 16, I went to board the 11.33 train from Derry/Londonderry to Portrush only to be confronted by many families unable to gain entry to the station due to the large number of people wanting to travel.

Eventually, we were informed by a member of staff that the train was already full and we had the choice of waiting another two hours for the next train or going home.

Moved by the disappointment on the faces of the children, I suggested to a member of staff to contact Translink and request a bus to transport the families with children to Portrush. This he did, but with their typical superficial interest in customer service Translink had neither a bus nor a Plan B to offer.

Incensed by their indifference to the plight of the children, I telephoned Translink head office and asked to speak to CEO Chris Conway. I may as well have asked to speak to the Dali Lama.

After experiencing what can only be described as "pass the parcel by phone", all I ended up with was a promise that my complaint would be logged and I should hear from Translink within 15 days.

Is no one responsible for this ramshackle organisation masquerading as a fit-for-purpose public transport service?



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