10th October 2013

Translink needs to address communication issues states Consumer Council

The Consumer Council is calling on Translink to address the way it communicates with passengers and assists them when there are delays and cancellations following today’s publication of Translink’s Charter Monitoring Results for Spring 2013.

Speaking about the results, Aodhan O’Donnell, Interim Chief Executive of the Consumer Council said, “Translink continue to report high levels of punctuality and reliability for all services, which is good news, however these results show that many passengers are not satisfied with the standard of information and support provided when services are disrupted.”

The results highlight that for both Metro and Ulsterbus services, only three in ten passengers believe that Translink provides passengers with prompt warnings and assistance in the event of delays and cancellations.  In addition, only three in ten Metro passengers and a quarter of Ulsterbus passengers believe Translink responds quickly to customer complaints or comments.

Continuing, Aodhan said “Ensuring that buses and trains run on time is an essential part of the Translink service. However the company must focus on communicating effectively with their passengers, especially during delays and cancellations. This is when passengers have a greater need for information and Translink must do better to meet passengers’ expectations.

“The Consumer Council works closely with Translink and in light of these results it will seek to ensure Translink reviews how it responds to customer complaints and support it in improving how it communicates with passengers,” concluded Aodhan.