Fairplay to Irish Rail for sending me a response last week. As per my comments about Ulster Bank below, it’s not always the case that companies will follow up on queries. Here’s the response:
Thank you for your mail of June 16th.
Firstly, I would like to apologise for the obvious delay in responding to your initial request for assistance in amending your reservation. Without wishing to make an excuse, we had encountered difficulties with the volume of mails received on the day in question due to a number of factors.
Our response times to reservation amendments has always been excellent, however the system obviously suffered a fall down on June 8th and, as such, we are in the process of organising a separate, priority mailbox for our customers that wish to amend their reservation by email prior to departure.
Please note that reservations can continue to be amended over the telephone on (01) 703 4070, during office hours (Mon-Fri 09.00–17.00hrs).
It’s a fair response, but the key is the phone number provided above should be useful anyone wishing to cancel or amend online reservations in the future. It’s a number that doesn’t seem to be available anywhere on their site, so I’ll leave it up here for future reference.