I travelled by train recently from Dublin to Cork. At Portarlington, due to technical problems, the train had to be withdrawn from service and passengers had to retrain. The staff handled this disruption kindly, with sensitivity and care for passengers. Due to their smooth handling of the situation passengers whil discommoded, we’re accepting of the situation and I heard very little grumbling or complaining. Within an hour we were on our way on the next scheduled train. Due to the disruption there were few spare seats on the next train. I wrote to Irish Rail, received a response within 24 hours which included an apology and refund. This is what I call 5 star customer service.
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Iarnród Éireann, also known as Irish Rail in English, is the operator of the national railway network of Ireland.
