Irish Rail has reassured customers in Laois that stations in Portarlington and Portlaoise are busy stations which require customer services, amid union concerns over staffing.
“What we are doing is reviewing the way we provide customer service, to reflect the changing ways customers engage with us,” Irish Rail spokesperson Barry Kenny said.
SIPTU had raised concerns that stations could eventually become ‘un-manned’. It also said there have been difficulties filling vacancies in a number of stations.
Mr Kenny said traditional booking office ticket purchases are reducing and today represents only 17% of total revenue, and is reducing.
“83% of Irish Rail revenue across all networks is now generated through ticket vending machines, online booking, and Leapcard annual, monthly and epurse products, and the roll-out of the more secure Department of Social Protection cards is nearing completion,” he said.
“However, customers still want and require customer service assistance for their journey, particularly on board longer-distance services where many trains are currently driver-only.
“To meet this need, Iarnród Éireann is planning to improve its customer services to ensure more customers receive the support and service required, as routine ticketing becomes more automated,” Mr Kenny said.
He said this will lead to an increase in on-board staffing, to provide on-board customer service officers on Intercity services, helping customers with boarding, seat reservations, and customer service information
It will also result in station staffing being re-focused to provide customer service and assistance in the station area, with a mix of manned and self-service stations reflecting customer demand and usage patterns
It will also involve equipping on-board and station staff with enhanced information and support to assist customers
There are plans to dramatically reduce recommended notice time for customers requiring assistance, and enhance response for those who cannot give notice
Changes
“On-board roles will be launched from this summer. Station changes will take place over time, and the company is now working with local station managers and employees to design local arrangements and implementation,” Mr Kenny.
“While details will be finalised, Portlaoise and Portarlington stations are busy ones necessitating station customer service roles, and in the case of Portarlington specific safety responsibilities for our timber trains.
“I would also add that more broadly, we have had unmanned stations on our network for decades. Having on-board customer service roles, supported by customer service personnel at stations, will mean better assistance for customers who require it,” he said.
READ ALSO – Unions fear staff-less train stations in Laois
