herald

Thursday 19 October 2017

Luas passengers get text service to report anti-social behaviour

Seamus Egan, Edin Duzel and Anne Graham launch the service
Seamus Egan, Edin Duzel and Anne Graham launch the service

Luas commuters can now report incidents of anti-social behaviour as soon as they happen by sending a text message.

The new service comes after 1,133 anti-social behaviour incidents were reported last year.

Luas operator Transdev has introduced the text alerts on a pilot basis for its customers to report incidents.

Commuters will text the keyword LUAS to 51444, state the tram number and location and text their message, containing up to 155 characters maximum.

Action

Within 90 seconds they will receive an automated reply to assure them Luas has received the text.

The Luas team will then review the message and take whatever action is necessary.

"Travelling by public transport and Luas in particular is a great way of getting around the city," said National Transport Authority chief Anne Graham.

"However, occasionally passengers encounter anti-social behaviour of one sort or another, and we want to make sure when that happens, people have an easy and effective way of reporting it.

"This new service means that Luas staff can be made aware of these incidents and can respond to them quicker than ever, so that journeys can be even safer and more pleasant for everybody."

Meanwhile, Transdev communications manager Dervla Brophy said that any text sent by a passenger will be reviewed by Luas staff, who will decide what the next steps will be.

"If a security check of a tram or platform is deemed necessary we will send Luas security," Ms Brophy told the Herald.

She said that passengers had mentioned that a simple, discreet way to inform Luas of people misbehaving would be a good idea.

"This pilot we hope will inform us about customer feelings and assist us with our response," she added.

Ms Brophy said the body believed that reporting incidents of anti-social behaviour by text would improve the experience of customers.

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