Where is the love, #buseireann? – Updated

Where is the love?  Bus Éireann school bus transport tickets. (c) parents & students.

Where is the love?
Bus Éireann school bus transport tickets. (c) parents & students.

Well for most students and their parents, this week saw the culmination of a summer’s work of purchasing school books, bags, uniforms, shoes and putting what ever’s left aside towards paying the voluntary donation now requested by most schools.
The last thing any parent needs is the worry or financial pressure of trying to get their child to school.
The new school term of 2014/15, however, has begun under a cloud of uncertainty as the new IT system commissioned by Bus Éireann to process details for the school bus transport scheme was dogged by glitches.
Although the software was apparently tested, according to a spokesperson from Bus Éireann, it failed miserably to process payments and medical card details from day one.
Bus Éireann, as has become their habit, first blamed the parents, their default scapegoat, for being computer illiterate. Before it was pointed out to the company that it was not the parent’s fault but the new software’s interaction with internet browsers;
‘ This new software requires compatible browsers and we ask customers to use Google Chrome, Firefox, Safari or Internet Explorer Version 9′.
(Bus Éireann, press release 27th August 2014).

Such was the chaos and confusion this week; a temporary helpline was setup to deal with parents’ unanimous query; ‘where is my child’s ticket?’
Speaking to the staff manning the lines earlier this week, I could tell they were tired and dejected due to not being able to achieve much.
In just three days between calls; the youthful, chirpy, ‘can do’ attitude on the other end of the phone was replaced by the embittered tones of a civil servant with 30 years service and no tea break.
I rang Tuesday to find out why I hadn’t even received an e-mail from the system since registering last April, I was informed there was a note put on my file and it would be sorted shortly.
As I had received nothing by Friday (even after engaging Bus Éireann on twitter, and being promised a second time to have an e-mail, still nothing) so rang the helpline again only to be told they would be working all weekend to try and get e-mails and temporary tickets sent out. Nothing received so far.

I have spoken to parents who have paid for concessionary seats and not received a ticket because the bus is full. Parents who have paid for a concessionary seat, got a temporary ticket stating the child is eligible for travel under the family medical card and told to go swing when calling up Bus Éireann for a refund.
Parents have told me they have temporary tickets with incorrect addresses, dates of birth etc. Parents upset after being told the school bus inspector has rung bus drivers to throw children off the bus.
School Bus inspectors unceremoniously dictating to parents where their child should be in school. School bus transport appeals that were inexplicably postponed till the end of September.

How much longer will civil servants in the Department of Education claim there is nothing wrong with this system? The same civil servants who refuse to deny or confirm whether they will go chasing parents for the full economic costs of school transport (€1,000 +) in the future! (as indicated in the McCarthy report)
How many politicians will speak up and fight for their constituents when the Dáil resumes?

Thank you for taking the time to read this update. You are more than welcome to share it. If you’re having difficulties with the school bus transport scheme please make sure they know about it.
Minister Jan O’Sullivan has passed all responsibility for this scheme to her junior minister, Damien English.
The e-mail address is damien_english@education.gov.ie

Go raibh maith agaibh

Update – We have managed to secure a bus ticket for our daughter. It took three months of e-mails, letter writing, petitions and phone calls but we got there eventually.

Please never give up on a cause, especially, if you know you are in the right.

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