Sunday, May 15, 2011


I had just gotten to downtown Hopkins on the 12B. That's where it ends. I parked the bus and noticed there was a guy that didn't seem to know we were at the end of the line. I got up to do my lost and found/security check and asked him "Did you miss your stop?" He instantly got rude and aggressive. He said "You're supposed to go down by Smetana, down by the apartments!" I kept my composure and informed him I was the 12B. This bus didn't go there. He yelled at me, saying I didn't know what I was doing and I must be new here. I tried to explain to him that this was the 12B and it shows on the maps, that are in the free schedules, that this is where it goes. He remained aggressive said "don't be a smart aleck!" and demanded "Pop me up a transfer!"

I was done. I got serious and stern and said "First of all, sir, I don't appreciate how your talking to me. I've done nothing wrong. You paid your fare and I gave you a ride to where my sign says I go. If I had had the wrong sign on or taken a wrong turn or done something wrong and you ended up in the wrong place, yes, I would give you a transfer. I don't owe you anything and the way you are treating, I am not giving you anything."

He stormed off the bus. After only a few steps, he turned around and came back. As he stomped up the steps he demanded "Take me back down to 11th!" I just sat there and flipped through the newspaper as though I didn't hear him. What a jerk. I still had about 5 minutes on my layover so I couldn't bring him down there if I wanted to, which I didn't. I was secretly wishing I went back a whole different way.

It kind of bothered me later. Normally, if someone had gotten on my bus and later realized it was the wrong one and their transfer was running out, I would have given them a transfer so they could get where they were going. This guy was just so rude and aggressive with me, I didn't really care if he ever got where he was going. They say to "be the bigger person" and I usually am pretty good at doing that. This time was just different. He was treating me like dirt. I even told this story to my manager, admitting I had a pretty bad customer service moment. Little did I know then, this guy would get on again, on my 12B, and try it again! See next blog....


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