We are trying to buy train tickets with the Spanish Rail online system. I get all the way to the point of purchase and when I try to buy, for some unknown reason, the system fails and delivers an ambiguous error message – something to the effect system unable to complete transaction, please try again later. Thinking that there is something wrong with the internet or the Spanish Rail’s computer system or there is a bird sitting on the cable line, I try again later. The sell fails again with the same message. I try again later. And again, the purchase fails. Thinking that there is something wrong with my computer or my browser or I am simply too blind to see what I am doing wrong, I ask Bob to try. Fresh eyes, you know. He, unfortunately, has exactly the same response.
First we are not technophobes. We embrace new technology. We bank, shop, communicate on line. We very rarely chuck it all in and call for help. When we do call, we really have tried everything. We search for a very well hidden customer support line. I always think it I am just one link away from finding the information I need, so I never give up looking no matter how long it takes. Finally, after about 30 minutes of searching we locate a phone number. It, however, is a Spanish phone number and not a toll free American number. We decide to wait until we get to Spain to purchase tickets. No big deal.
We arrive in Barcelona. Both of us, at different times, attempt to buy tickets. Both of us fail miserably when we try to purchase. It is the same ambiguous message so we don’t know what our mistake is or how to correct. We check with the clerk at our hotel. He is young and we, or at least to his eyes, are old. He gives you that condescending look that says, “OK Grandpa, this is going to take me about 10 seconds to figure out and you are going to look so dumb when I tell you what you did wrong.” I grit my teeth and wait for his help. He keys in all the information. Tappity, tip, tap – faster than the speed of light, one handed and holding a piece of paper with our details, the other hand typing. I am indeed impressed. He has my full confidence that he will figure it all out.
When he tries to purchases, the sale fails. His face looks perplexed. How could this be? He tries again. He fails again. And again, and again he fails. We tell him that is exactly what happened to us. He now believes we have a genuine problem instead of a user problem. He calls Customer Support for Spanish Rail. He gives our details to the agent. The purchase fails for her. The desk clerk explains that is exactly what happened to him and to us. She puts the clerk on hold in order that she can check into the error messages and determine what the ambiguous messages mean. After a few minutes, she explains that the problem is that we need a pin code for our credit card and because we aren’t entering it, our credit card company is rejecting it.
Which is weird because I called the credit card company before I left and let them know we would be travelling in Europe and what countries we would be going to. Additionally, I have used the credit card all over the globe and I never had to enter a pin number before, indeed in the last week we have used the credit card in Greece, Montenegro and Italy. Furthermore, why now, at the end of our trip, is the credit company requiring it? This is said, of course, to the hotel clerk in well thought out clear statements that takes about five minutes for me to relay. In agitated Spanish, he relays this information to the customer service agent in about 10 seconds. I hadn’t realized that Spanish translations of English were so concise.
She can’t explain why but she does know that a pin number is what we need. We explain that we don’t have a pin number for this credit card because we only charge purchases to it and never use a pin. She doesn’t know what to do, so she thinks it is best that we make the purchase at the computer kiosk at the train station. No not that. We try to get her to book tickets for us. She explains that unless we have a pin number, she can’t help us. Then why would booking at the computer kiosk at the train station be any better, Bob asks. Because there are Spanish Rail employees walking around the train station and, if they see us in trouble at the computer kiosk they will be able to assist us. This makes no sense whatsoever if what we need is a pin number. But, we are beaten down and decide to go to the train station.
In order to get to the train station, we need to use the Barcelona Metro. This means buying tickets at a computer kiosk because this Metro stop has no ticket sellers. We start out well, using the English instructions on how to buy tickets. But soon enough our first roadblock is put up. Our options for tickets are an all day ticket, a multiple-day ticket, a packet of 10 trips, to a ticket to Barcelona Airport. We are unable to locate a round trip ticket to a specific point on the Barcelona Metro. We see no help. After several frustrated attempts to find what we are looking for, we decide to buy the full day pass. We get to the point of purchase and the sale fails. The failure message is in Spanish and the screen instructions now turn back to Spanish and all of our previous information is deleted. We have start again.
Bob spies a young man standing next us who is having trouble as well. He knows the trick to get help. He presses a small red button on the wall which brings out a Metro official. We wait patiently as she helps him with his problem. We grab her before she can slip back into the bowels of the Barcelona Metro. We explain our problem and tells us our problem is that we need a pin number in order to approve the sale. I realize that our debit cards have pin numbers and I tell Bob that this is the solution to both of our problems. I used my debit card, type in my pin number and voila we have two round trip Metro tickets to the train station.
Armed with this new knowledge, we confidently ride to the Barcelona train station. There are more computer kiosks at the train station than slot machines at a Las Vegas casino. Row after row, lining the center of the station, every empty space had a computer kiosk near by. We stride up to one, type in our details, use our debit card with pin numbers and confirm our round trip tickets to San Sebastian. The screen prompts me for the PIN number. YES, I have one. Tappity, tip, tap. We are on our way. I enter the pin and depress enter. The same ambiguous error message appears. “But we have a pin number,” I scream. We go looking for help. Which, after all, was the main reason we came all the way to the Barcelona train station in the first place. All the help we would receive from the Spanish Rail clerks that were all hanging out there just waiting to help frustrated passengers. But they weren’t any. We stand at computer kiosk. I wave my hand like a drowning man going down for the third time. Blub. Blub. No help.
Bob gets in the ticket line and I get in the information line. Bob’s line moves faster and he joins me with the news. He was told that they were only selling tickets for today’s trains at the ticket desk, that, if we had a trip for a future date, we needed to use the computer kiosk. Bob tells the guy that we had been trying but we had problems. He said go back to computer kiosks, try again, and that there were Spanish Rail customer service agents walking around the computer kiosks who can help us. Bob explained that nobody seemed to help us and we definitely needed help. The ticket agent assured Bob that someone would eventually help us and to go back to the computer kiosk.
I am deflated, as I am certain that I will get exactly the same response from the Information Desk clerk. As I am now at the front of the information line, I figure it is worth a try. I explain my dilemma. The woman kindly tells me to go to the computer kiosk and somebody would help me. I explained that we had already tried and nobody came to help. As if she doesn’t believe me, she stands up at her position, cranes her neck and does a 180 degree scan of the station floor, trying to find us help. She finds no one. YES. Finally. Surely she will have to help because we are obviously passengers in trouble and there is no one to help us. NO. She directs us to return to the computer kiosks and says that there is someone out there and they will eventually come find me. But where? She says that, and, on this point, I completely believe her, the Customer Service agent is probably helping someone else.
We return to the computer kiosk and try to book our tickets. I get so fast that I can race through the first seven or so steps in seconds because I have memorized them due to the screen returning to the first step every time a sale fails. Bob looks around for help. I curse, I scream, I sweat profusely, doing everything I know to look like a customer in distress, hoping that my performance would capture the attention of the customer service agent. My performance fails miserably. No one comes to our aid. “Don’t I look like I am having trouble with the computer?” I ask Bob. “Maybe you should cry or something?” I try but I can’t. I am too damn mad to cry. I do loudly declaim, “Can someone please take my money? I just want to give someone my money so I can get some damn train tickets.” Nobody is listening.
After several attempts at trying to book round trip tickets, which is what I want, I try booking a one-way ticket which would, at least, get us to San Sebastian. Which, to my surprise, works. I can’t believe it. Two one way tickets pop out of the machine. I am overwhelmed with joy. I want to cry. Then Bob reminds me that we still need return tickets but I push him out of the way. I am so happy that I grab the tickets, spin around like a movie star in a musical and the camera is watching me from above. I dance, I sing. Nobody in the Barcelona Train station notices.
For the record, we spent 2 hours in the USA trying , we spent another two hours trying in Barcelona, the hotel clerk tried to help us for another hour, then we spent 20 minutes buying our Metro ticket, then a 20 minutes trip to the train station and then another hour and half fighting the computer kiosks – it took us a grand total of 7 hours and 10 minutes to book one half of our round trip train ticket to San Sebastian. Our return trip took all of 2 minutes to book. The San Sebastian train station is much smaller than the Barcelona station and the man at the ticket booth was happy to book our return tickets for us.