Bank of Ireland's Emergency Helpline a real winner for customers at home and abroad

28,000 customer calls per year with credit card calls
top of the list

Bank of Ireland report that its Emergency Helpline has handled over 28,000 customer calls in the last twelve months alone. Call volumes rose to over 2,600 per month between June and September when customers were most likely to be abroad and again in December and January when Christmas spending skewed normal spending habits and access to cash and credit card facilities peaked.

Credit card queries topped the list with 40% of calls relating to lost or stolen cards and forgotten PINS. Other typical queries are balance checks, ensuring debits and credits such as salaries have gone through accounts which is readily available to any customer registered with Bank of Ireland 365. In some cases customers sought medical assistance under their travel insurance policy.

Bank of Ireland's Emergency Helpline was launched in May 2005 and was one of the very first customer initiatives established by Bank of Ireland's 'Changing For You' customer programme. It supports customers in emergency situations, gives ease of access through one central point of contact and is available to all Bank of Ireland customers, 24 hours a day, 365 days a year on 1890 365 505 or +353 1 400 5050 from abroad.

Commenting, Patrick Watt, Director of Bank of Ireland's Customer Programme said: 'Stolen or lost cards while abroad can cause extreme distress and inconvenience for customers and our Helpline offers direct access 24/7 with highly trained resources to deliver an efficient solution, ensuring no customer is left without a basic requirement such as cash. Customers are also highly relieved after they've made contact with us as they know their dilemna is now in safe hands and cards will be cancelled or reissued if required or access to funds arranged.

However, it is often less traumatic situations that bring customers to us and we have some simple but essential advice for anyone taking holidays abroad this year':

ENDS.

Date: Wednesday, 28th June 2006

For information contact:
Mary Brennan
Group Corporate Communications
Bank of Ireland
Tel: 01 6043838
Mob: 087 2833646