Monday 18 December 2017

Smart Consumer: My Luas add-on to my train ticket cost me an extra €26

Tina Leonard

Maura in Waterford contacted Smart Consumer about a glitch in the Irish Rail booking system which could result in passengers paying €26 more for going a couple of extra stops on the Luas.

She writes: "The problem occurs when you try to buy a ticket for an Intercity train from Cork or Waterford arriving into Dublin Heuston and include an add-on Luas ticket to Dublin Connolly."

Maura discovered that when you include a Luas ticket to Dublin Connolly you are asked to pay €26 more than if you include a Luas ticket to the Jervis stop, even though both Luas journeys should cost the same (€1.50 each way or €2.90 return).

For example, an adult return from Waterford to Dublin city centre (including a Luas ticket) was €30.80, while an adult return from Waterford to the Luas stop at Dublin Connolly was €56.80.

Maura reported this problem to Irish Rail in March and they acknowledged there was a "bug in the system" and confirmed that they were "looking at it". In the meanwhile, they advised her to select Dublin city centre when booking the Luas part of her journey.

Maura says that although she "told Irish Rail about this problem a couple of months ago, they haven't fixed it, which is pretty crap".

It certainly is a big mistake in the booking system, especially as passengers not 'in the know' could have unwittingly paid this inflated fare.

Smart Consumer contacted Irish Rail and they have confirmed that the "glitch has now been remedied".

They have now blocked off the option to book through to Dublin Connolly on the Luas. If you do want to include travel on the Luas to Connolly on your ticket, you can buy a valid ticket by clicking on a Luas city centre stop instead.

Q Camille wrote about an extra charge her new kitchen supplier wants her to pay. She has paid in full for her new kitchen, and the retailer agreed to remove her old kitchen. No extra charge was detailed for the removal of the old kitchen, so Camille understood that the amount she paid covered everything.

However, when the fitter arrived he told her she would have to pay €250 for the removal of the kitchen as well as the cost of a skip.

Camille called the retailer who agreed there had been a misunderstanding and offered to cover the cost of the skip but insisted she pay the €250.

Camille writes: "They never told me I'd have to arrange the removal of the old kitchen directly with the fitter. Do I have a case?"

A Yes, you do have a valid complaint and it seems the retailer has recognised this by offering to cover the cost of the skip.

When you buy a product or service it should be 'as described' and that includes price. You made a decision to purchase based on the price quoted and the description of the products and services.

Those details are your agreed contract with the shop. They made a mistake so you should not be penalised.

The new kitchen will soon be delivered so if they insist you pay, then for practical purposes you'll have to pay, but make sure they know you are paying under duress and that you'll be following up on the complaint.

Irish Independent

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