A Complicated Purchase
Frustration with ÖBB: No Ticket Without a “Smartphone”!
An 89-year-old man is frustrated because his train ticket was suddenly only available through the ÖBB app and was no longer sent by email, as it used to be. It wasn’t until he called the ÖBB hotline five times that he received assistance.
Kronen Zeitung als bevorzugte Google-Quelle hinzufügen Mr. Pichler, an 89-year-old man from the Gmünd district in Lower Austria, wanted to take advantage of the ÖBB’s discounted senior citizen offer, as he does every year, and ordered his ticket online. Until now, he had always received it by email. “This time, however, the message said: ‘Your ticket will be saved on your smartphone,’” explains his younger wife, who was helping him with the process.
Five calls to the hotline, one correct answer
But Mr. Pichler doesn’t own one. “My husband says he certainly won’t be buying one of those touchscreen phones before he dies,” his wife grumbles. And: “I don’t know a single person over 80 who owns a smartphone.” What followed was a nerve-wracking obstacle course: Mrs. Pichler called the ÖBB hotline five times. Among other things, she was advised that her husband could also buy the ticket in person at the nearest ticket window. “The nearest ticket window is in Tulln—about an hour and a half away from us,” says Mrs. Pichler, who doesn’t find this funny at all.
If even ÖBB employees don’t know how to send this ticket, how is an 89-year-old supposed to do it?
Die Ehefrau des 89-jährigen Bahnkunden
It wasn’t until the fifth call that she found an employee who could explain how to get the ticket via email after all.
ÖBB Apologizes for Employees’ Lack of Knowledge
ÖBB regrets the mistake made by its hotline staff and immediately looked into the matter. “We have now raised awareness among all our employees,” the ÖBB press office stated. They also emphasized that this ticket can still be ordered through all channels. Purchases via the hotline and delivery by email are also still guaranteed.
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