Sir, - I am quite amused at the large "Quality Customer Service" logo brandished across the fleet of Dublin Bus. Like many unsuspecting commuters, I received a most unwelcome present from Dublin Bus on Christmas Eve. I was left standing at a stop for over 40 minutes as the scheduled Express bus service failed to show (No surprises there, I hear you say).
As Christmas Eve is neither a bank holiday nor public holiday, and as Dublin Bus had not communicated any changes to its Express Bus timetable for the day, I assumed my bus would show as normal.
On boarding a regular bus service, I asked the driver whether or not there was an express service running. I was informed there was not. When I asked how this had been communicated to commuters, I received the customary shrug and shake of the head.
I subsequently contacted the customer service department at Dublin Bus and was told that the Express Bus service had been cancelled until the New Year. The agent went on to explain that the decision to cancel this service had been made by Dublin Bus the previous week. However, no effort seems to have been made to pass this information on to commuters.
It would be most interesting to obtain the definition Dublin Bus applies to the terms "quality" and "customer service". - Yours, etc.,
Maria O'Reilly, River Valley Road, Swords, Co Dublin.