Customer Charter
Our commitment to you
- Be available to greet every customer
- Be approachable, attentive and courteous at all times
- Smile, even when on the telephone
- Answer questions accurately and professionally
- Thanking customers for their business
At GoBus.ie, our culture is to embrace our customer requirements and expectations fully. We currently utilise the following mediums to monitor this:
- Telephone: call centre is available Monday – Sunday, 09:00 – 17:00;
- Email: all email queries are replied to within a half an hour when received during office opening hours 7 days per week;
- Live Chat: Average Response Time – 00:10 secs;
Customer Feedback Management
Feedback of a positive nature is documented, collated and communicated to the GoBus.ie team as a means of recognising the quality of their performance.
Where feedback is of a constructive in nature GoBus.ie employs the following policy:
- Recorded and document in full, on the Customer Feedback System
- Notify the relevant manager
- Acknowledge and communicate the resolution to the customer through a durable medium within two business days
- If un-resolved, immediate contact with the customer as per (3) above, active investigation and comprehensive response provided within ten working days of notification
- Further follow-up assigned to the lead investigator until successfully resolved
Customers Safety and Security
Keeping customers informed
In periods of disruption we use our Twitter and Facebook accounts to keep customers informed of the status of our services. When any planned changes are made to a timetable, we ensure that it is communicated to our customers at least 10 days in advance of the change. All details regarding fares are published on our website.
Lost Property Management
- All items found are logged in the Lost Property Log
- All items of lost property are held securely by GoBus.ie between their depots in Ballina, Cork and Galway
- Enquiries relating to any item of lost property can be made via our Customer Care Centre
- Lost property is held for one month and thereafter provided to a charity, if appropriate or disposed of
Environmental Standards
All our fleet are Volvo B11R Euro 6 compliant, entailing that emissions of nitrogen oxide will be reduced by 87% and the particle content in exhaust will be halved. At the same time, fuel consumption and climate impact of the buses will be reduced, thanks to a number of technical engine features and less weight in engine installation and the chassis.
Contact Details
Website: www.gobus.ie
Phone: + 353 91 564600
Email: [email protected]
Facebook: www.facebook.com/GobusGalway & www.facebook.com/GoBusCork
Twitter: www.twitter.com/GoBusGalway & www.twitter.com/GoBusCork
LinkedIn: www.linkedin.com/company/gobus-ie