Bus firm’s ill-mannered ticket agent

I am a loyal Florida bus rider. Whether it’s going to my hometown, Aparri, or traveling to other destinations, Florida bus has always been my ride of adventure. Amid the complaints and accidents I have heard involving others, Florida has kept my trust when it comes to traveling. I have always had smooth bus rides, and the bus drivers and crew I met were all accommodating and friendly. But a recent incident with one of their ticket bookers diminished my high esteem for the bus company.

Last Nov. 2, I went to the Florida station in Sampaloc, Manila. I had a problem regarding my original scheduled trip and I wanted to rebook it to a much later date. Since the date I wanted was not yet open for reservation, I opted to sell my ticket as a “last resort.” Searching for takers, I met a woman who was willing to buy my ticket. I asked the ticket booker if the company allowed this; she said yes but added that it is allowed only once, and a third buyer might have problems if ever she would want another rebooking. I told the employee that it was the customer’s choice whether or not to buy my ticket. The ticket booker then stood up, raised her voice and said “Bakit?  Kayo  ba  ang  nandito?  Ako  ang  nandito,  ako  ang  mas  may  alam!” (Why? Are you the one doing my job? I am, and I know better!) I was taken aback by her reaction.

Is that the way to treat a customer? I know the work of ticket bookers is tiresome but as far as I know, it is part of work etiquette to never ever raise your voice to a customer, however angry or mad he/she is. After the heated argument, the ticket booker did not entertain me anymore and kept glaring at me.

I was fuming mad at how the employee treated me. I went to the bus company’s office to report the matter to an HR personnel. But it took the guard-on-duty about 10 minutes to tell me that the HR employee was on his day off. Imagine! My one and only bus service has a guard who does not know who among the employees are present (a logbook would have been sufficient), has no HR employee available and, worst of all, has an employee with a questionable attitude.

Through my almost eight years of booking or buying tickets with/from the Florida bus company, it was the first time I encountered an ill-mannered employee. This may not have lessened my trust in the company but, to be sure, it has diminished my regard for its competence in selecting suitable hires. There is no doubt ticket booking is a decent job, and one needs a pleasing personality and a lot of patience to fit in.

I do hope that the Florida bus company management takes note  of this incident. And may I propose to its HR unit, if there really is one, to scrutinize and assess the bus line’s future employees to lessen, if not eliminate, unwanted incidents and complaints.

—REGINA REYNA TAMAYO, [email protected]