If I could give a zero-star review, I would. The ticket system at Terminal 3RLN64 went down at…read more14:25, causing an issue with my ticket printing from the machine.
The cashier who initially served me provided great customer service, but her colleague was very abrupt, aggressive, and rude.
When the system went down, I was unable to receive my train tickets. I also have a railway discount that I can only get at the ticket office.
I was charged twice. When they first tried to give me a refund, I was charged again. When I brought this to the attention of the aggressive colleague, she did not seem convinced that I was telling the truth, even though there were transaction receipts nearby and one in my hand.
When I asked if I could receive a discount at another station, the colleague became very aggressive, waving her hands in the air and telling me that she had told me everything I needed to know and that I wasn't listening.
I replied calmly, asking her why she was shouting at me. She interrupted me again. I told her I didn't understand why she was talking to me this way.
The aggressive staff member then said she had already explained herself and that I was not listening. She walked off.
When I asked the original cashier my initial question about whether I could purchase a ticket at another station to receive a discount, she kindly explained that the system had gone down across the whole network, so I might not be able to buy another ticket at another station.
I was not told the system had gone down, only that the tickets were not printing, which is why I inquired whether I could purchase another ticket from another station.
When I first explained that I was charged twice, the reaction I got made it seem like I was lying, even though the transactions on my card were processed twice.
The aggressive staff member needs further customer service training. She is very aggressive and has poor customer service skills. She failed to listen and acknowledge the issue and was very abrupt about the situation.
I am a tourist visiting Eindhoven, and this type of customer service is not a good reflection on the culture of the station.
Unfortunately, I was not able to get the staff member's name because it was not visible, and when I asked, staff members were not willing to provide it. I was also told there was no manager available to discuss further what had happened. The aggressive staff member was a white female with short hair and she wore glasses.
This incident occurred between 14:35 and 14:50 on 26/07/24 at Terminal 3RLN64.
