TIN Mola

Good Experience

The incident happened a in a hot afternoon. It was the day that is near Khmer New Year Festival, during which the ticket price always rises. I went to a ticket seller to ask her to change my ticket date for the second time from April 8th to 11th since I still didn’t have my work done before the date (I had changed the ticket once from 6th to 8th already,). She was not the employee who sold and changed the ticket for me at first. After explaining my reason for changing the ticket for the second time, the new employee agreed to change for me and told me that that was the last time I could change my ticket. I was very happy at first but then I got very angry as I knew that I had been cheated by the first employee who sold and changed the ticket for me at the first time.

When I took my ticket to change for the first time the first employee asked me to pay extra money “5000 Riel” for the change as, according to her, 8th was the day the company started increasing the price of the ticket (There was no charge for changing the ticket), so I paid. However, when I went to change the ticket for the second time, the new employee asked me to pay more “5000 Riel” again, and she told me that the company started rising the ticket price since 10th. I was perplexed and told her that I had paid the extra money to the first employee, who at that time wasn’t there, already. She was perplexed too and asked another ticket-selling employee for confirmation of the date the company increased the price –it was 10th.

I refused to pay and that employee called her manager who then took the ticket from me to verify with the book recording customer seats and asked me some questions so that she could recognize which employee had token the money from me. After a while, the manager explain to me that the first employee took my extra money and didn’t record the amount of extra money I paid in the book and the company didn’t know that, so if I wanted to change the ticket I have to pay more money.

The time spent on talking and verifying took very long and they kept me standing outside with full heat of summer. I was very frustrated. I didn’t mind much for having to pay extra 5000 riel for the second time, I was angry to know that I was cheated and kept waiting outside miserably without receiving any empathy from the company. I would have been much happier if they just invited me to wait at an appropriate place.

Bad Experience

At the same company, but long before the previous unsatisfying interaction, I experience a very satisfying interaction with the company. It was in the midi and normal business day. I took my sister to the bus station at Phnom Penh to go to Kompong Cham. We were late and the bus left without us. We were very hopeless at that time but I tried talking to a ticket seller to see if there was any chance I could change a new ticket or to buy another one with discount. She said she could not help and I had to buy a new one with full price if I wanted to go. I didn’t believe her fully as I once had heard that the company had some policies to deal with late customer. Then I went to ask another man who seemed to have higher position than her in case there was better and more satisfying solution for me. He then told me that I couldn’t avoid buying another ticket with full price, but I could have a free ticket I used his company service from Kompong Cham to Phnom Penh. My sister and I were very happy.

I went to the previous employee to buy a new ticket and told her what the man told me. At first she didn’t believe me then I went to ask that man to confirm her. After the confirmation, she sold the new ticket to me and advised me not to be late again. I was happy with the solution of the company and the look of assuring face of the man to me.