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Dear Tina,
I am writing to you regarding a very unfortunate incident that occurred on a Metrorail tram at approximately 9:25am, travelling from Central to Pyrmont on Tuesday the 4th of September.
As usual, I presented my current, valid UTS student card to claim my concession fare. However, the customer service officer from whom I tried to purchase my ticket, refused my concession, stating my student card wasn't valid. This is the second time this has occurred with same person (on any form of public or private transport).
I calmly and reasonably tried to explain to the woman 'Wendy', that indeed I was a fulltime student, and that perhaps she was misreading information on the card. I also explained the information on the card - "Commencement date (2006)": Is when I commenced my degree. The "City Rail 2007" crest on the card: Denotes my eligibility for transport concession (and while I understand the light rail service is run by a privately owned company, importantly this crest is proof of my fulltime status for the year stated – 2007).
Wendy's claim that I am not a student is obviously totally irrational, and can be put down to an error in interpreting the information on my student card. What concerned me even more was the following actions she took to resolve the situation.
As the tram stopped at Capitol Square, Wendy yelled half way down the carriage to the driver, telling him not to leave the stop until I got off the tram! This was entirely unnecessary, embarrassing and based on her own incorrect, inflexible assumptions. This was an extreme measure, and being flustered, I muttered "Jesus" (or something to this effect) under my breath. Wendy then used this as some kind of absurd leverage to order me off the tram, even taking it upon herself to radio security. Clearly I did not pose any threat to anyone and my conduct remained calm. Eventually I said I would pay full fare (this is what happened last time), as I needed to get to my destination.
Meanwhile another passenger, frustrated with the delay started to yell abuse at me, using such colourful language as "shithead" and "dickhead" and stating I should "just pay the fucking fare". Wendy did not attempt to eject him from the train for his use of audible, vulgar language (which was obviously more offensive than my muttered curse), or for abusing another passenger.
After allowing me to pay full fare (after almost having to beg for this), I asked for her name and said I would report her for this altercation. She said her name was 'Wendy', and then proceeded to ask the irate swearing passenger for his name and contact details, asking if he would act as a witness. This was obviously a measure of flawed precaution as the abusive gentleman was not a part of the initial situation and appeared to side with Wendy in a bid to expedite his travel to work (even though she was clearly in the wrong, created an unnecessarily embarrassing scene, and unreasonably held up the tram).
Wendy then alighted from the train at the Convention Centre.
As I alighted from the tram two stops later, I showed my valid concession card to another customer service agent Alex, who explained that he had attended UTS and understood that as a current student, I am entitled to travel concession. He said he thought my card was valid (it clearly is) and explained that Wendy was the Shift Manager whose decisions he could not overrule.
On the whole I find Metrorail's customer service agents very friendly and efficient. In short, this altercation went far beyond a lack of training or inability to determine the eligibility of concession cards. Instead I was confronted with incredibly bad customer service due to one woman's gross incompetency and sheer lack of communication and dispute resolution skills. Her attempt to cover herself by obtaining the abusive passenger's details was nothing short of disgusting, as was her action in radioing security to have me forcibly removed from the tram.
Several hours later, I visited your Pyrmont St. office to report this in person, and was told to call you (Tina). I tried this but you were not in the office, and yesterday the line was engaged every time I called.
I believe, as a bare minimum, that I am owed an apology from 'Wendy' for what amounted to my public humiliation due to her error, and for being overcharged. I would also like a written guarantee that there will be no dispute over my status as a student in the future (I can supply you with verification of my student status if required). Furthermore, I think Veolia should contact UTS for information about valid student cards to avoid similar situations in the future, even though as stated, I believe the issue arose from one lady's inability to make reasoned judgements.
Needless to say I was extremely unimpressed with Wendy’s approach to her work.
Please feel free to contact me for clarification regarding this issue.
I look forward to your response and an apology.
Thanks,
Richard Baron |