This update 28th January 2025 replaces previous updates 7th November 2024, 24th October, 9th September
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28th January - The NTA has not responded to my request for a meeting or indeed addressed any of the issues. This is not the level of public service expected of an agency created to deal with such matters. I intend raising this on the Dáil record but would obviously prefer to focus on dealing with the issues and so have sent the NTA a final correspondence in this regard.
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The results of my detailed "Bus Correct" Survey of over 2,200 bus users in west and south west Dublin are finally out, after nine months of collecting data from you the commuting public. The statistics confirm what many of us already knew - our public transport system has a long way to go and Bus Connects, while good in parts, has not led to an overall improvement in our bus service.
A sincere thank you to everyone who took the time to do the survey online, in person or over the phone. The results have now been sent to the NTA, Dublin Bus and Go Ahead, as well as the Minister for Transport and the Joint Oireachtas Transport Committee. I will also use the findings to raise deficits at every opportunity in my own work as an elected representative, whether as a Councillor or as a TD (if elected to Dáil Éireann after the next general election).
PDF of headline survey results below:
All bus user and driver comments are listed below in unedited format in two Excel files:
See also most of the comments categorised by bus route or issue at this link:
Summary of key findings:
Total responses 2,719
Answered all major question 2,200
Answered every single question – 1,975
Only one reply per device permitted. Most responses carried out directly by users online, but phone or in-person surveys were facilitated for approximately 40 people who were less IT-literate and who indicated a preference.
While most of the survey respondents came from areas such as Lucan, Newcastle and Palmerstown, significant numbers of replies also came from other parts of South Dublin, North Kildare and Dublin city areas such as Ballyfermot and Chapelizod.
Users unhappy with service
In all cases, reported satisfaction levels were low, with the service being awarded an average score of 37 out of 100.
Full buses
39% of respondents were passed out by a full bus at least 3-4 times within a two-week period
35% were passed out “once or twice”
A huge majority were in favour of “auxiliary buses” being permitted, ie buses coming in halfway along a route where existing buses are passing customers by full. Dublin Bus used to do this years ago, but it is not permitted by NTA for Dublin Bus and Go Ahead.
"No-Show" or "Ghost" buses
47% reported at least 3-4 no show buses over a two-week period
Service worse than before
43% felt the bus service was worse than before Bus Connects was rolled out
Only 18% felt the bus service was better
56% said that new Bus Connects routes should not be launched until the existing service is sorted
New Mayor for Dublin would do better job than NTA
57% of those with an opinion believed that a directly elected Mayor should take over responsibility for transport in Dublin. Only 19% felt it should be left to the NTA. A further 24% with an opinion said it would make no difference.
Local routes
Only 25% said route choices were now better
Huge anger and dissatisfaction with rollout of local routes in Lucan, Palmerstown, Newcastle and other areas, as well as with abolition of direct routes. These included 25, 26, 52, 68, P29, L51, L52, W6 (full details in survey charts and user comments)
Consultation
Massive support for bus users’ forums where members of the pubic and bus drivers can input directly
Optimism if service adequately resourced
Surprisingly, despite the overall negative feedback, 64% of bus users were still optimistic that full Bus Connects Service would ultimately be better when sufficient drivers are eventually recruited, and buses provided.
My initial analysis
It’s clear from these results that the bus service is currently not fit for purpose. We have massive driver shortages and every time a new route is rolled out as part of the Bus Connects Network, drivers are taken off existing routes to make up the deficit. This begs the question as to whether the rollout should be halted until they get the existing parts right. Bus users certainly believe this should be the case.
There’s also massive frustration that the NTA does not allow the bus companies to place an extra ‘auxiliary” bus mid-way along the route to cater for those passed by at peak times or during special events like concerts etc. Many of the comments have also queried why buses that are making good time need to stop along the route so that drivers don’t get fined for arriving early. Surely real-time information facilitates this type of flexibility. It appears customer service is being sacrificed for the system.
The system is discriminating against those who have free travel passes (earned from tax contributions) in favour of currently paying customers. This is evident in cases where, despite persistent calls for the retention of an hourly service, the NTA has ignored calls to retain important direct routes to the city centre from places like Dodsboro in Lucan, Palmerstown and Newcastle. This policy essentially penalises older people and people with disabilities who have bus passes. It’s basically saying that your needs are not as important because you are not purchasing a ticket. It is also penalising those less able to quickly and easily transfer onto a second bus. Even though the system might be better overall with these on and off routes, there is a need to retain an hourly city centre service for those that need it most.
Driver feedback
The survey questions were compiled with the assistance of several bus drivers. They and many of their colleagues also expressed their dissatisfaction with the service, not least the inability to be able to feed their direct experience into the NTA decision making process. Drivers know the most about what is going on, but they are not being let make suggestions directly by the employers or the NTA, which is most unsatisfactory.
The survey results have been sent to the NTA, the Minister for Transport and selected Oireachtas members. A meeting has been requested with the NTA to discuss key findings. I'm not under any illusions that this survey will force them to change anything, only that it gets rid of some of the excuses and gives me and others a template to put pressure on in key areas, backed up by the sheer volume of submissions. Over 900 people expressed an opinion on the retention of the old 25 service for example in Dodsboro, Lucan, which was mirrored by similar feedback in Newcastle and Palmerstown.
Full 29 pages of questions with pie and bar charts attached as pdf again for your convenience here.
Categorised comments here: https://www.surveymonkey.com/results/SM-ONGeJ7jJrvaK6jn7p9SUUA_3D_3D/
The full list of comments from bus users and some drivers is also attached again below.
Once again a huge THANK YOU to everyone who filled in the survey and let your voices be heard. The sheer volume of responses is not something that can be easily ignored.
ENDS
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