Complaints about Luas down almost 20% despite record passenger numbers
Seán McCárthaigh
The overall level of complaints about Luas services, including anti-social behaviour and disruption to travel, decreased by almost 20 per cent last year, despite an increase in overall passenger journeys to reach a record 55 million.
New figures show a total of 5,780 complaints were reported to the Luas operator, Transdev, during 2025.
It represented 1,320 fewer complaints than the previous year, when a record 7,100 complaints were filed– an annual decrease of 19 per cent.
Concerns about anti-social behaviour on Luas trams and at stops remain the biggest source of complaints from members of the public, with 2,251 recorded last year.
However, it is the first time in several years that the number of complaints about anti-social behaviour has fallen – down 14 per cent compared to 2024 when numbers peaked at 2,625.
The second main source of complaints remains problems with ticket machines, although the number of complaints about the issue dropped by 35 per cent in 2025 to 978.
Complaints about disruption to services decreased by 25 per cent to 910, while criticism of the behaviour of Luas staff was down 14 per cent to 607 incidents.
The number of people who complained they had suffered an alleged personal injury while taking a Luas dropped by 44 per cent to 71.
However, there was an increase in the level of complaints about some issues including problems with validator machines (up 4% to 255) and lack of cleanliness at stops (up 24 per cent to 230).
Complaints about overcrowding on trams was virtually unchanged at 71 – down four from the previous year.
The figures are based on quarterly Luas performance reports published by Transport Infrastructure Ireland,
They show that Transdev received a range of 60-79 comments and complaints per 100,000 passengers during 2025.
Official figures show the overall number of passenger journeys on the Luas last year rose by 1.7% to around 54,976,000 – almost 961,000 more than in 2024.
Numbers on the Green Line rose by almost seven per cent to just under 27.4 million – an annual increase of almost 1.9 million.
However, disruption to services on the Red Line resulting from a fire which damaged a section of track at George’s Dock Bridge saw passenger numbers fall by over three per cent to 27.6 million – down around 900,000 on 2024 figures.
Services between Connolly and The Point were suspended for over three months between August and November 2025 while the bridge was being repaired.
The disruption affected reliability levels of Red Line services, which averaged 95.8 per cent last year compared to 98.3 per cent on the Green Line.
So far this year, there have been over 15.5 million passenger journeys on the Luas up to April 5th 2026– an increase of almost 4% over the corresponding period in 2025.
Commenting on the figures about complaints from Luas passengers, a spokesperson for Transdev welcomed the decrease in overall complaints, particularly in relation to anti-social behaviour.
“Every day, Transdev teams are focused on keeping Luas passengers and infrastructure safe, working closely with An Garda Síochána to address anti-social behaviour,” the spokesperson said.
She added: “In recent years, we’ve also encouraged customers to report incidents directly via text and WhatsApp, and both channels are proving equally effective.”
