Madam, - The Luas has been an exceptional and welcome addition in the fight against Dublin's chronic traffic problem. By and large, it incorporates comfort, speed and punctuality. However it is, at times of unplanned stoppages in particular, let down by a staggeringly poor level of communication to customers.
One evening recently, due to a fire near Charlemont station, the Luas was unable to reach the stations between Ranelagh and the city centre. I witnessed scores of people who were forced to disembark at Beechwood station walking towards the city centre along the rail tracks. Obviously this is a hazardous practice, and was undertaken in the absence of any Luas representative in the environs of Beechwood station to offer assistance or guidance on the matter. It was particularly disappointing to see a passenger in a wheelchair, who consulted a Luas driver about the extent of the stoppage, being offered no explanation or advice on an alternative route into the city. Quite understandably he became visibly upset and frustrated, and had to begin wheeling himself in what he believed was the general direction of the city centre.
I accept that the Luas system is otherwise extremely accessible towards passengers in wheelchairs, but surely there should be some provision made in the event of this sort of incident happening. Perhaps a wheelchair accessible shuttle bus would be an eminently sensible and customer focused investment?
In the interests of customer safety and satisfaction I suggest that an improvement in the level of customer service during unplanned stoppages might assist in making the Luas a truly world-class transport system. - Yours, etc,
DARRAGH HALPIN, Enniskerry Road, Stepaside, Co Dublin.