Customer Charter

Our commitment to you

We are dedicated to delivering a quality driven service to our customers, offering choice, flexibility and personal service, travel with us should be effortless. Our Customer Care Centre is available Monday to Sunday, all year round. It is our policy that every customer should receive the following service from our staff:
  • 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
Our staff are committed to maintaining the highest level of customer service and each of our team members take significant pride in their individual roles. We are more than willing to go above and beyond the call of duty for our passengers in terms of assistance, guidance and providing information, which significantly enhances the overall customer experience.

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

GoBus.ie regards constructive comment as the key to understanding the needs and expectation of our customers. We encourage staff to use their day-to-day contact with customers as a means of gathering data concerning the quality of the service provided. We evaluate individual activities and services to customers on an ongoing basis. It is our desire to know whatever the opinion, positive or non-positive and that we address the issues raised for the benefit of our customers and business alike.

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

At GoBus.ie safety is paramount; all coaches are fitted with seat belts and prior to the commencement of a journey our drivers remind customers to “belt up”. All drivers have been trained in safe driving techniques to optimise customer safety. CCTV is also installed on all coaches to provide additional security for customers and staff alike.

Keeping customers informed

We believe it is important to keep our customers informed to help provide the best possible experience. We will ensure that our website is kept up to date and that timetable information is available from our website, on-board our coaches and at our Customer Care Centre.

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

Leaving something behind can be distressing and inconvenient and we appreciate the disruptive impact this can have. We always try and to re-reunite passengers with lost property as soon as possible and provide the following.
  • 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

GoBus.ie recognises that in pursuing its objectives that there is an opportunity to consider the environmental impact of its activities. GoBus.ie is committed to minimising the environmental impact of these activities, and environmental responsibility is strongly encouraged as part of our corporate culture, through to our staff and to our offices and vehicles.

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