Passenger satisfaction in services on Dublin’s Luas network has fallen once again, as the downward trend first seen from a survey in 2022 continues. The latest National Transport Authority (NTA) customer satisfaction survey has been released and it shows that the figures on Luas are on the way down.
According to the survey 39% of passengers said they were very satisfied with 47% fairly satisfied with the service provided by Luas. This combines to give a 86% satisfaction rating which is 3% down on 2024. It is also a significant drop from the figures in 2021 when it was as high as 95%.
The positives that those surveyed (a total of 601 Luas users responded to the survey) said for their satisfaction included punctual/reliable/on time (26%), good/excellent/happy with service (15%) and frequent/reliable service (14%).
On the more negative side respondents said that it was too busy/overcrowded/unable to get a seat (75%) – possibly a victim of its own success? – whilst 42% of the negative responses said that more security was needed to address anti-social behaviour.
The reliability of the service continues to be an advantage of Luas but the survey did show that there has been a perception of a reduction in cleanliness, comfort, crowding and the availability of seats on-board.
Although the fall for Luas is a disappointment, it remains one of the higher performing transport undertakings. Only TFI Local Link and Iarnrod Eireann have higher satisfaction ratings. The lowest percentage was recorded by Go Ahead Ireland Dublin (74%).
- The full survey results available at https://www.nationaltransport.ie/wp-content/uploads/2026/03/25-005038-01-NTA-CSAT-2025-Report-.pdf