Customer Charter - Concertbus.ie
At the heart of our business you'll find a lot of moving parts (human, mechanical and more recently automated/computerised) and on the rare occasion things don't always go as planned. We are committed to delivering a top class Bus & Coach service, and equally to providing excellent Customer service, we are clearly in the people' business. If you find we don’t meet your expectations in any way then the Concertbus team would like the opportunity to put things right for you. When something doesn't go as planned, we’ll solve the problem as efficiently and fairly as possible.
Your feedback is important to us so please feel free to provide comments and suggestions to any member of our staff. We take it on board and your comments and suggestions help us to improve our service. We are here to listen so if you are not fully satisfied with any part of our service, please talk to us first and afford us the opportunity to put things right for you. You can contact us via several channels;
Phone
- Office Hours (Mon-Fri 08:30-18:00) contact the Concertbus team on 043-33 62222
- For assistance on the day - call the Drivers Mobile first (provided to each 'Lead Passenger' by text message)
- Outside of Office Hours (up to 21:00 on event days): Emergency only Concertbus mobile 087-118 3107
To assist communication between all parties, Concertbus drivers are all provided with passenger lists by pick-up point in advance of the event, that list includes a mobile number for the 'lead passenger' in each group. It is important that you provide us a mobile number for the 'lead passenger' at the point of booking your seats on Concertbus.ie.
Concertbus will text message the 'Lead Passenger' in each group no later than 10:00am on the morning of your event. This reminder text includes the Name and Mobile number of the driver that will be looking after your journey. If you have any difficulty with pick-up, times or meeting points please use the drivers mobile number first.
Email Customer Support
info@concertbus.ie (constantly monitored Mon-Fri by our Concertbus team in the office)
Social Media
We are very active on Facebook, Live Chat and now Instagram & Twitter. Please Private Message us first to allow us to contact you and help you.
In Writing
Write to our Concertbus Team at:
Concertbus.ie
The Old Presbytery
Keenagh
Co. Longford
Ireland
Complaints Handling
Please understand aggressive or abusive behaviour to any member of our staff is not constructive and we don't tolerate that. On our part in dealing with your complaint we promise we will always;
- be approachable - we’ll make it easy for you to discuss the issue with us
- listen - we’ll always give your complaint the attention it deserves
- be fair - we’ll deal with you fairly, politely and as promptly as possible
- explain - we'll give you an explanation of what happened and apologise if our service hasn't met your expectations
Investigation
Some issues are quite complex and we may not be able to solve the problem immediately. If so, we’ll contact you and let you know when you can expect a full response. We may need to contact you to discuss the details of the issue. We aim to settle matters as quickly and as fairly as possible and we’ll keep you fully informed throughout the process.
Resolution/Confirmation
When we have finished our investigation, we’ll contact you explaining the outcome. Thank you in advance for your co-operation.