Now that I have decided what I want to do for my final major project, it’s time to do a little more digging into existing issues with transport in NI and how people feel about the services. This will give me an idea of how I can solve these issues and cater the experience completely around the user.
The number 1 transport system in NI is Translink, they operate “twenty-two bus stations, several of which, such as those at Belfast Europa and Bangor, form integrated transport interchanges with Northern Ireland Railways stations) and 1,100 buses. Ulsterbus, as part of Translink, is charged with transporting over 55,000 children per day to school.” ~ en.wikipedia.org
As a daily user of the Translink Metro and Goldline bus service, I have experienced some issues myself. Enough for me to consider carrying out a year-long project to fix the issues.
Some people on Twitter have voiced their opinion on their service:
“At least once a week there's a delay, recently had a cancellation and had to wait for the bus replacement home. Paying a monthly ticket for inconsistent service is frustrating” ~ twitter.com
“Any idea when your Android App will start working again? Spent another 30 mins this morning trying to buy my weekly ticket...” ~ twitter.com
“Hate to bring it up but not only has your app crashed BUT your buses are still running late was told by your “live” app that the bus would be 10mins early it is now 10mins late! Would love an explanation? And it’s probably not that there’s traffic?” ~ twitter.com
And on the BBC:
“Translink have said they do not know when their mobile payments app will be fixed. Customers took to social media to vent their frustration at the difficulties with the mLink app after experiencing issues for three consecutive days. The company says the problem with the mLink is a UK-wide technology glitch and not directly related to the start of the new Glider buses in Belfast.” ~ www.bbc.co.uk
The most shocking of findings was on Trustpilot where Translink holds a 1.5 Star rating from 168 reviews. 147 (87%) of them a 1-star rating.
Here is what a few people are saying about their experience with the service:
Late, unreliable Trains, terrible Customer service. Delays and breakdowns, nearly 6hrs from Newry to Derry by 3 different Trains, a journey that takes a little more than 2hrs by car. I could cycle it quicker than the time it took those Trains today. My daughter is still on that third Train, soaked from changing Trains at Coleraine, miserable and has missed all her classes today at University. Translink is not answering their phones when you try to complain. No apologies, no compensation, no nothing.” ~ 03 October 2022
Overpriced Service I will try to write this review as honestly as possible, I don't normally write reviews, but Translink is simply ridiculous. 90 per month for a service which is late every day. So almost a grand a year, this ludicrous amount for no wifi, or seating at half the stops. Look at Germany... 9€ for a month of ALL public transport, it's for the people. Today my train after work was 20 minutes late, then missed my stop, and I had to wait another 30 mins halfway across Belfast. ~ 03 October 2022
Terrible service from the company Rarely use it, but whenever I have to I regret it. First, they lost my luggage on a trip from the airport to Belfast, and the second time I was waiting for the last bus from Belfast, but after 10min after departure, I was told the departure is from a different stand and under a different number, It cost me a fortune both times… would think twice before I use their service. ~ 23 September 2022
What is going on with Translink Always delayed or cancelled, trains&buses, I know N.I is still stuck in the 1970s as far as public transport goes but seriously it's costing me money, even missed a flight 3 weeks ago and had to buy another ticket. ~ 17 September 2022
Onboard payments are cash only... Tried to travel by Ulsterbus today for the first time in a few years and discovered it is still cash-only for onboard payments?! The cash machine in the bus station was out of order & the ticket desk was not open. What an absolute joke. ~ 17 September 2022
One star is too high for the service… One star is too high for the service from Sunday 11/09/22 at 11.30 am train from Portadown to Dublin. This service cared nothing for the comfort, safety. health and well-being of us the passenger's on this journey. The train was full before it got to Portadown where over 100 passengers got on to stand in doorways. Then at every station, more people were loaded on until the heat and claustrophobic atmosphere caused people extreme discomfort. I watched people have panic attacks because the movement was impossible because there were so many bodies squeezed together. This was agreed by the people who run these trains a complete disgrace. You have no shame. ~ 11 September 2022
WhatsApp it Needed to double check time of my bus, tried ringing, experiencing high volume calls so sent my query via whatsapp, query answered in 4 mins, impressive. ~ 17 December 2020