Uneducated Staff

It is with much regret that I am sending this communication and would appreciate a response. I received the below and took advantage of the offer. I went online and purchased another ticket for 1 adult and 1 child to accompany my daughter and her cousin. Checking in was a breeze with my vouchers at the Waterfront desk and we were on the bus within 5 minutes. Enjoying the sights and commentary, we hopped off in Houtbay as this is not the first time myself and the kids experienced the red bus and have done all the sights in the past

We spent approximately an hour until we waited for the bus to head back to town. As we were waiting, the bus on the opposite side of the road stopped and the driver signalled that we can cross the road and get on the bus which we did. The tickets were requested and I presented the tickets that was issued to me. The lady shouted at me that I did not have tickets for all the passengers and with this told the driver to leave as I am not a valid ticket holder. NO effort was made to assist me and the bus left.

A few minutes later, another bus arrived and crossed the road to the bus stop. By this time, it was really cold and many of the people were heading back to town. I was asked for my tickets whereby I was given a very suspicious look by the person that checked the tickets. I then explained that the one ticket was a birthday ticket which allows a guest and the other ticket was paid for online. The lady lost her cool completely and shouted that she has NEVER heard of a birthday ticket before and where was everyone going without tickets and attended to the rest of the passengers wanting to board the bus. As there was no one else, they were forced to deal with me and by this time the driver came to join and see what the hold-up was. I then explained the ticket situation to the driver whereby he laughed and got back in the bus, not interested in offering any assistance after which he shouted that he is waiting only 2 minutes then he will be leaving. There I was standing, holding up the bus and being the centre of attraction to all who can see what was going on. After exchanging words with the ticket person and me requested assistance in the form of calling the office as she was literally not going to do anything to resolve the matter as she did not offer any help or ways to get us on the bus. The ticket lady then called someone and I had to speak to this person via cellphone. this lady then took a picture of the code printed on the below ticket and she got back on the bus and spoke to the driver. I was still standing in the wind, being treated like a **** with the uttermost disrespect as a client and as a human being. After just under 10 minutes, I was told that I can board the bus without an apology and without uttering a word further. Left embarrassed, I had to look for seat downstairs to avoid eye contact with the rest of the passengers as the My questions are as follows:

1. Is this how people from the "general public" are treated. If I spoke another language, would I have experienced the same treatment? 2. If i was not a person of colour, would this have been my experience? 3. Why was it so quick to assume that I was a ***** wanting to hitch a ride back to town? 4. Are your staff members not trained and updated on things like "birthday vouchers" 5. Why is the staff so unhelpful to resolve matters in a humane manner without judgement? 6. Why could the matter not be resolved in a minute instead of treating someone with no dignity? Upon my return back to the Waterfront, I spoke to the lady that issued the original tickets and they were completely disgusted at my story and furthermore encouraged me to draft this email.

I would like this matter to be investigated as I am not happy with what was presented on Saturday. The driver and that ticket lady needs to be trained on how to managed members of the public as this country are reliant on the tourism industry and also local travel off peak seasons. I have to admit that this experience has left me disgusted with the product that is supposed to be something the City should be proud of instead, I look at it now as something that is not for the local market as our money does not matter at all. I hope that bus driver and ticket checking person will not experience what I had or maybe as life would have it, you get back in return what you do to others. Looking forward to a response