LUAS RED AND GREEN LINES FREQUENTLY ASKED QUESTIONS
Q: What is the Luas?Q: Where is the Luas?Q: When does the Luas run?Q: Why was the Luas built?Q: Why are more Luas Lines being built or proposed?Q: What is the difference between Luas and Metro?Q: When did Luas start operating?Q: What areas does Luas Red Line serve?Q: Are the Red and Green lines connected?Q: Does Luas run 24 hours a day?Q: What time is the first Luas tram in the morning?Q: What time is the last tram at night?Q: Where do I purchase a ticket for Luas?Q: What is a TVM?Q: What is Luas SmartCard?Q: How do I use a SmartCard?Q: Where can I purchase a Luas SmartCard?Q: Is there late night Luas?Q: Is late night Luas a different price to taking the tram at regular schedule times?Q: What is Luas schedule for Bank Holidays, Public Holidays, Christmas and New Year?Q: Who operates Luas?Q: Who are the Customer Service Officers (CSO)?Q: What does a CSO do?Q: What is the Luas Customer Call Centre?Q: If I lose something or would like to make a complaint/compliment Luas, who do I contact?Q: How do I contact the Luas Customer Call Centre?Q: How do I contact RPA?Q: Can I bring my bicycle on Luas?Q: Where can I lock my bicycle securely?Q: Are there parking facilities for Luas customers?Q: How much does Luas Park and Ride cost?Q: What are the travel times on Luas?Q: Who can access Luas?Q: Can you travel for free on Luas?Q: What are the Accessibility features on Luas Trams?Q: What is the Luas Passenger Charter?Q: How many stops are on Luas Red and Green Lines?Q: Are Luas Stops designed to be Accessible?Q: How is a Luas Platform designed?Q: What is the design specification of the ramps on either side of the platform?Q: Where is it safe to cross the Luas track?Q: What kinds of tactile surface paving has RPA used in its stop design for Luas?Q: Is there CCTV on Luas?Q: Is the Public Announcement System needed for Luas?Q: In the event of an Emergency, how can I get help?Q: Where/What is the Passenger Information Display (PID)?Q: Are there Stop location signs on Luas Stops?Q: What are those strange old parking metre style poles on the stops with the bright yellow front?Q: What comprises a Stop Shelter?Q: What separates some Luas Stops from near by roads?Q: What is the purpose of the notice board on each Luas Stop?Q: What is RPA’s corporate policy in regard to public transport access?Q: What does RPA mean by “access for all”?Q: How does RPA compare to other light rail public transport providers around the world?Q: What is RPA’s commitment on Accessibility?Q: How do I contact RPA or Luas on Accessibility issues?
Q: What is the Luas?
A. Dublin Luas system is a state of the art Light Rail Transit (LRT) system. LRT systems offer a unique set of benefits providing an attractive alternative to the use of private cars.
Q: Where is the Luas?
A. Luas Red Line runs from Tallaght to Connolly Station. Luas Green Line runs from Sandyford to St. Stephen’s Green.
Q: When does the Luas run?
A. Both Red and Green Luas Lines run from 0530 hours to 0030 hours Monday to Friday. On Saturday Luas Green Line runs from 0615 hours to 0030 hours, while Luas Red Line runs from 0630 hours to 0030 hours. Sunday times are 0645 hours to 2330 hours on Luas Green Line, with Luas Red Line running from 0700 hours to 2330 hours. Sunday hours apply to Bank Holidays with last tram on both lines at 0030 hours.
Q: Why was the Luas built?
A. Luas was built to maximise the land development usage, link established town-lands to each other and to the city centre, as well as offering a fast, reliable and more environmentally friendly option to the public transport infrastructure for Dublin.
Q: Why are more Luas Lines being built or proposed?
A. With the ever evolving built environs of Dublin and the huge success of the first two Luas Lines it is envisaged that these expanding communities will be best served by the Luas Network.
Q: What is the difference between Luas and Metro?
A. Luas is a Light Rail Network that operates at street level in and segregated from other road users. Metro will be similar in design to Luas but will operate completely segregated from traffic and will have the capacity to operate quicker than Luas with the ability to carry significantly higher volumes of passengers.
Q: When did Luas start operating?
A. Luas Green Line began operating on 30th June 2004. Luas Red Line went into full operational running on 26th September 2004. Luas Red Line (Originally Luas Line A) was developed with €82.5 million funding from the European Regional Development Fund under the Economic and Social Infrastructure Operational Programme.
Q: What areas does Luas Red Line serve?
A. Luas Red Line Stops and locations served are listed on http://www.luas.ie/red-line.php
Q: What areas does Luas Green Line serve?
A. Luas Green Line and locations served are listed on http://www.luas.ie/green-line.php
Q: Are the Red and Green lines connected?
A. At present Luas Red and Green Lines are not connected. However, RPA is proposing the development of city centre link Luas Line BX. The development of Metro North from St. Stephen’s Green to Lissenhall, in north county Dublin, will provide a link between Metro & Luas passengers in the city centre.
Q: Does Luas run 24 hours a day?
A. Luas does not run 24 hours a day.
Q: What time is the first Luas tram in the morning?
A. Both Red and Green Luas Lines run from 0530 hours to 0030 hours Monday to Friday. On Saturday Luas Green Line runs from 0615 hours, while Luas Red Line runs from 0630 hours. Sunday times are 0645 hours on Luas Green Line, with Luas Red Line running from 0700 hours.
Q: What time is the last tram at night?
A. Both Red and Green Luas Lines run until 0030 hours Monday to Friday. Saturday times for Luas Green and Red Line are until 0030 hours. Sunday last tram is at 2330 on both lines.
Q: Where do I purchase a ticket for Luas?
A. Tickets for all journeys on Luas can be purchased at all Luas Stop Ticket Vending Machines. Alternatively there are Luas Ticket Outlets near most of the main stops on each line. A full list of ticket outlets is available on http://www.luas.ie/ticket-outlets.php
Q: What is a TVM?
A. A TVM is a Ticket Vending Machine. These are located on nearly all platforms at all Luas Stops on Red and Green Lines. The busier Luas stops in the city centre will have multiple TVMs. Tickets for either direction can be purchased at a stop TVM. The TVM will accept cash and card payment. Luas SmartCard holders can top-up their card through all Ticket Vending Machines.
Q: What is Luas SmartCard?
A. The Luas SmartCard is the durable credit card size travel card which allows you to pre-pay for travel on Luas. It works by deducting the maximum fare to the end of the line when you TAG ON and then refunds any Travel Credit owed when you TAG OFF. It is cheaper than buying a Single Ticket from a Luas Ticket Machine.
Q: How do I use a SmartCard?
A. Once you have your SmartCard using it is easy:
1. Tag-On: There are Luas SmartCard Validators located at each end of the Luas Stop Platform. To TAG ON touch your card to the front of the Validator. The Validator will show you the balance on your card before you travel. You will hear a tone to let you know you have successfully TAGGED ON.
2. Travel: Travel on Luas as normal If a Customer Service Officer asks you to show your ticket give your SmartCard to be checked.
3. Tag-Off: TAG OFF by touching your card to the front of the Validator. The Validator will show you the balance on your card after travel. You will hear a tone to let you know you have successfully TAGGED OFF.
4. Top-Up: TOP UP your Luas SmartCard when you your Travel Credit runs low. You can TOP UP your Luas SmartCard any time at any Ticket Machine at any Luas Stop. The Validator will show you the balance on your card after travel. You will hear a tone to let you know you have successfully TAGGED OFF.
Q: Where can I purchase a Luas SmartCard?
A. You can buy on-line at http://luassmartcard.luas.ie/howto.shtml Or You can purchase from a Luas SmartCard sales agent http://www.luas.ie/ticket-outlets.php Or Call free-phone 1800 300 604 give you Name, Address and Payment details and your SmartCard will be posted to you.
Q: Is there late night Luas?
A. Luas Late Night Service is provided seasonally for the Christmas and New Year period details of which are published in local and national media, as well as on www.luas.ie and www.rpa.ie
Q: Is late night Luas a different price to taking the tram at regular schedule times?
A. Yes. Late Night Luas is priced differently as this service is an additional offering beyond normal daily operations. Prices are made available to the public in advance of the service of Late Night Luas being provided. The Late Night Luas service and price is advertised on Trams, Luas Stops and in the media.
Q: What is Luas schedule for Bank Holidays, Public Holidays, Christmas and New Year?
A. Bank holiday times for Luas are the same as Sunday operating times. Timetables for Luas at Christmas and New Year are made available to the public well in advance of the Christmas period at all Luas Stops, through the press, as well as through www.luas.ie and www.rpa.ie
Q: Who operates Luas?
A. Veolia Transport Ireland are the operators of Luas Red and Green Lines, under contract to RPA.
Q: Who are the Customer Service Officers (CSO)?
A. Customer Service Officers are employed by Veolia Transport Ireland to ensure Luas customers enjoy a safe and secure journey.
Q: What does a CSO do?
A. Customer Service Officers role is to check tickets and SmartCards. To ensure Luas is not over crowded and to enforce Bye-Laws relating to the operation of the system are met.
Q: What is the Luas Customer Call Centre?
A. Luas Customer Call Centre is provided by Luas Operator to assist customers with any queries relating to Luas operations. Luas Customer Call Centre is open Monday to Friday 0700 hours to 1900 hours and Saturday 1000 hours to 1400 hours.
Q: If I lose something or would like to make a complaint/compliment Luas, who do I contact?
A. You can contact Luas Customer Care Call Centre (See Question directly below)
Q: How do I contact the Luas Customer Call Centre?
A. You can contact Luas Customer Call Centre by the following ways;
Email: info@luas.ie
Call: Luas Customer Care Freephone on 1800 300 604 Open Monday – Friday 7am – 7pm and Saturday 10am – 2pm
Write: Veolia Transport Customer Care Department, Luas Depot, Red Cow Roundabout , Clondalkin, Dublin 22
Freephone: 1800 300 604 or Fax: 01 461 4992
Lost Property Call: 1800 300 604 Open Monday – Friday 7am – 7pm and Saturday 10am – 2pm Collection of lost property is Monday to Friday 9am to 5pm.
Q: How do I contact RPA?
A. You can contact RPA in the following ways;
E-mail: info@rpa.ie
Phone: 01 64 63 400
Text: 086 6000 335* (Normal text rates apply)
Freepost: Railway Procurement Agency, PR Department, Parkgate Business Centre, FREEPOST, Dublin 8, Ireland.
* Standard network operator text message rates apply. Charges may vary depending on network service provider. Please contact your service provider for further information.
Q: Can I bring my bicycle on Luas?
A. No, bicycles can not be brought onto Luas Trams. This is for the safety and comfort of fellow passengers.
Q: Where can I lock my bicycle securely?
A. Bicycle stands are available at nearly all Luas Stops, where you can lock your bicycle securely.
Q: Are there parking facilities for Luas customers?
A. Green Line Park and Ride facilities are available at Stillorgan and Balally Luas Stops. Red Line Park and Ride facilities are available at Red Cow Luas Stop and the recently opened Tallaght Cross between Hospital and Tallaght Luas Stops.
Q: How much does Luas Park and Ride cost?
A. Prices for Luas Park and Ride facilities are available on http://www.luas.ie/park-and-ride.php
Q: What are the travel times on Luas?
A. Total journey time for the Green line from Sandyford to St Stephen’s Green is estimated at 22 minutes. Total journey time for the red line from Tallaght to Connolly is estimated at 46 minutes. Luas Green Line and Red Line are not connected. It is a 15 minute walk from St Stephen’s Green Stop on the Green line to Abbey St. Stop on the Red line.
Q: Who can access Luas?
A. Everyone can access Luas as its inherent design features offer a fully open access service for all members of the public inclusive of their needs.
Q: Can you travel for free on Luas?
A. Only passengers who are entitled to have a Department of Social and Family Affairs (DFSA) Travel Pass and Pensioners are entitled to travel for free on Luas. Luas does not impose travel restrictions on the holders of these passes. DFSA Travel Pass holders and Pensioners can travel on Luas anytime.
Q: What are the Accessibility features on Luas Trams?
A. The system was designed in consultation with disability groups and has the following features.
Floors - The floors are treated with an anti slip coating but take care as they can become slippery when wet.
Doors - There are many wide doors along the side of the tram which can be activated by pressing the flashing illuminated button on the door. There is also a buzzer which sounds as the doors are about to close. The door threshold is highlighted with a high grip/high contrast yellow strip. The doors will not open until the tram is positioned correctly at the platform and may be operated automatically by the driver or manually by the passenger.
Route Description - Line route maps with stop names are provided near the doors, and on the Ticket Vending Machines (TVM’s) and the Notice boards.
Handrails - The numerous handrails are bright yellow for optimum visibility against the darker tram interior finish.
Wheelchairs - There are two designated areas for wheelchairs users, directly adjacent to (either side of) the 4 central sets of double tram doors. These areas are identified by the double sided wheelchair stickers on the glass above the bum rest seat. Wheelchair users should apply their brake, securing themselves against the side grabrails and face rearwards for maximum safety during a sudden stop.
Priority Seating - There are four priority seats for those with special mobility requirements, in the same designated seating area.
Guide Dogs - Adequate space is provided for guide dogs underneath the designated seats.
Emergency Communication Device - There is an emergency passenger communication device on board the tram, which is located on a doorpost to the right hand side of every pair of doors; this enables a passenger to speak directly with the driver.
Emergency Brake - There is an emergency brake lever located at every door which will cause the tram to stop in the event of an emergency. False activation of the emergency brake may result in a fine. If the tram is close to a stop it may proceed there before stopping.
Luggage - Adequate space is provided for luggage and shopping bags between the seat backs on the raised area of the tram.
Information Display - There are on board digital displays in upper and lower case high contrast text which display the name of the stops and other information.
External Displays - External displays show the terminal destination of the tram on the front, back and sides of the vehicle.
Audio Announcements - There are automatic audio announcements on board giving the names of the station and other pre-recorded messages.
Tram Warning Bell - Trams are fitted with a bell which is rung when approaching and leaving stops and at road junctions. There is also a horn which can be used if required.
Q: What is the Luas Passenger Charter?
A. Is our commitment to Time, Comfort, Safety, Access, Information and the value we see in listening to you our customers.
Q: How many stops are on Luas Red and Green Lines?
A. Red Line – Tallaght to Connolly has twenty three stops with two Park & Ride facilities, one at Red Cow and the other beside the Tallaght Stop. Luas Green Line – Sandyford to St. Stephen’s Green has thirteen stops with two Park & Ride facilities at Stillorgan and Balally. Please note parking for disabled users is free of charge at all Luas Park & Ride facilities.
Q: Are Luas Stops designed to be Accessible?
A. Most Luas Stops are accessible from street level with gradual ramps from the street to the platform providing this access. However, on raised structure Luas is accessible by purpose built and designed lifts. The following Luas Stops on both Green and Red Lines are accessible by lift:
- Kilmacud has lifts on each platform
- Balally has lifts on each platform
- Dundrum has a new lift which opened in December 2007
- Ranelagh has one lift only on the outbound platform side
- Charlemont has one lift only on the inbound platform side
- Connolly has one lift and an escalator adjacent to the Luas platforms plus an internal lift inside the main station entrance
Q: How is a Luas Platform designed?
A. Most stops have two 40m long by 3m wide platforms at each side of the track (generally referred to as lateral type) but there are two stops which feature single platforms between the tracks located at Harcourt on the Green Line and Busaras on the Red Line and one with an additional third platform at Heuston (these are referred to as Island type).
Q: What is the design specification of the ramps on either side of the platform?
A. The platforms are raised 280mm above the track and are accessed by short 5m ramps located at one or both ends of the platforms. This allows you to cross the track. Some ramps feature an adjacent handrail where required
Q: Where is it safe to cross the Luas track?
A. Normal rules of the road apply when crossing a Luas Line. Always look both ways and listen for on-coming Luas in both directions. Remember to always use the designated crossing point to cross the track. The surfacing is smooth and flush eliminating trip hazards and includes colour contrasting tactile paving which warns of particular hazards.
Q: What kinds of tactile surface paving has RPA used in its stop design for Luas?
A. Tactile surfacing types used on Luas Stops and what they mean:
- Lozenge shaped paving, in a charcoal shade for colour contrast, located 400mm from the edge of the platform running parallel to and along the full length of the platform informs passengers they are approaching the platform edge.
- Corduroy or striped shaped paving, in charcoal for colour contrast is used to highlight the top or bottom of a staircase, landing or lower end of a ramp.
- Blister or dot shaped paving, in charcoal or red for colour contrast, located at a crossing point of a road or track crossing area indicates a signalled crossing point
- A 75mm wide White Line runs along the edge of the platform to highlight the edge
Q: Is there CCTV on Luas?
A. All stops, trams and park and ride facilities have CCTV coverage as standard
Q: Is the Public Announcement System needed for Luas?
A. All platforms have a full public address system allowing the control room staff to make announcements to some or all stops. Pre-recorded messages are also made from time to time.
Q: In the event of an Emergency, how can I get help?
A. On every platform there are emergency help points which are placed at the ends of the shelters next to the Ticket Vending Machines. At some stops they are free standing and in the same location. They can be identified by the large red button housed in a blue coloured plate and have the words “SOS Emergency Help Point” in yellow text written on them. Pressing the button activates a call to the Central Control Room (CCR) and also operates the CCTV which immediately focuses on the activated help point. The help point contains an induction loop for the assistance of those with suitable hearing aids. A green light shows a call is in progress. Communication is two way and the CCR staff will provide any assistance required. Customer services officers, Garda or emergency services can be contacted if required
Q: Where/What is the Passenger Information Display (PID)?
A. This displays a three line text message informing passengers of the anticipated arrival times and destinations of the next three trams from that platform. The PID can also be used to provide information about service disruptions or other information. Some locations do not have a drum and so have a free standing PID instead. Check the passenger information displays regularly for the latest information.
Q: Are there Stop location signs on Luas Stops?
A. Large signs display the name of each stop prominently. The signs also have a coloured “flag” which identifies the particular line they are on.
Q: What are those strange old parking metre style poles on the stops with the bright yellow front?
A. SmartCard Validators are located on all platforms and allow users of the Luas SmartCard to “tag on and tag off” without the need to buy individual tickets for their journeys.
Q: What comprises a Stop Shelter?
A. Steel and glass shelters are located on all stops with a few exceptions these house the Ticket Vending Machines and Emergency Help Point as well as providing seating. A rubbish bin is also provided on all platforms.
Q: What separates some Luas Stops from near by roads?
A. Many stops feature a balustrade to separate them from adjoining areas or adjacent roadways but some are integrated into the surrounding footpath or landscape.
Q: What is the purpose of the notice board on each Luas Stop?
A. All stops have a Notice Board either mounted on the shelter or free standing. This poster contains a location route map showing key local features and has information regarding fares and ticket sales offices. These notice boards are updated regularly with new information.
Q: What is RPA’s corporate policy in regard to public transport access?
A. One of the key objectives of the Railway Procurement Agency is to provide an integrated public transport system that not only serves all members of the public but also enhances the quality of their lives and the quality of the urban environment in the vicinity of the system.
Q: What does RPA mean by “access for all”?
A. Access for all is central to every scheme design and operation undertaken either directly by the RPA or on its behalf by third parties
Q: How does RPA compare to other light rail public transport providers around the world?
A. RPA uses and will continue to use the best international practice in disability design, it will encourage innovative and imaginative solutions and it will seek to lead the field in the provision of an accessible public transport system for Dublin
Q: What is RPA’s commitment on Accessibility?
A. RPA is committed to ensuring that its services, premises and information are fully accessible and that all staff members receive appropriate awareness training
Q: How do I contact RPA or Luas on Accessibility issues?
A. RPA and Veolia Transport welcome constructive suggestions on how to improve the service provided to people with mobility and sensory impairments and have established a Luas users group to advice on access issues for new projects and improvements to the existing system.
If you have any ideas, suggestions please pass them on to us and we will do our utmost to address them.
System information in accessible formats is available from Veolia Transport and includes a tactile map of a tram, audio tape and Braille.
Information about the system such as fares, operating times, customer charter etc is also available online at www.luas.ie.
You can contact us by phone:
Freefone Luas Customer Care: 1800 300 604 Office Hours are Monday to Friday 7.00am to 17.00pm and Saturday 10am to 2pm. The office is closed on Saturday, Sunday and Bank Holidays.
Or by writing to: Customer Services Veolia Transport Ireland Luas Depot Red Cow Roundabout Clondalkin Dublin 22
You may also e-mail: luascustomercare@veolia-transport.ie
Information on the Luas Smart Card is available from: www.luassmartcard.ie by phoning: 1800 300 604, or at the address above.
Visits can be set up by arrangement, Just post, call or e-mail your request.
General information on Luas and Metro projects is available from www.rpa.ie