After 15 years of travelling with that ferry to sweden, i had enough. I used google translate, so bear with any mistakes, good for a laugh anyway ^^
Hi :) Thought I could make a request. This is an email that is difficult to write, as there are fine nuances here. I would not call it a complaint, as I see the nuances of the situation, but I would still like to give my views. I hope it is addressed in the best way, because that is how it is intended. I want customers to have the best customer experience - including myself, as a customer/guest.
1) I was with ............. from ....... to ....... today, Saturday 25.04.2026. It was a bit of a surreal experience. I ordered tickets online as usual. These were not sent to my email address, I have experienced this once or twice before. When I was going through the lock, I ended up at the very end of the queue and had to register inside the boat. I was told that I was lucky to be able to join, as there were only 5 available places left. I was able to confirm that I had paid, when I showed my bank account and the transaction on my phone.
I had booked a one-way ticket to buy tobacco on board the boat. I was told that I had bought a return ticket. This is not true. Nevertheless, I was given single tickets, i.e. for two single tickets. This was very confusing for me. I then refrained from buying tobacco in duty-free, and in all the stress I did not bother to bring it up further, I was also given quite strict instructions, so I did not want to argue.
2) Furthermore: It is positive to have a new employee (one or two years now, admittedly) on duty. He is quite authoritarian, and that can be a good quality. But I must say that he often makes somewhat threatening and inappropriate comments. We were told (in the queue before entry) that we had to have our ticket and ID ready. When I held it up, I was rudely told that "there's no point in showing it now, it's for duty-free!" An elderly woman told me in ...... that "I hope he doesn't get angry and shut me out". I also received another comment a year ago, before duty-free entry: "It's no use just standing here and smiling!".
Such comments are incredibly unprofessional, customer-unfriendly and unpleasant.
But I should also give credit where it is due. That's why this is nuanced. He does call out queue skippers, and that's something I've been calling for for many years, and in other arenas in society too. The queue system in Norway is unfortunately catastrophically bad. Anyone can sneak into the queue, it happens every time I travel, and it's incredibly annoying, especially when you make an effort to arrive early.
I have a suggestion for you: By setting up queue lines, so much trouble would have been avoided. Those who get off the boat have no chance of sneaking. I can understand that it is a bit difficult in the port area, but it should not be impossible to get a safe solution there. If nothing else, he could shout loudly and clearly: "Everyone get in line!!" and not let people in until everyone was actually in line. That is where his authority could come into its own. In ......, there is plenty of room for queue lines.
(Continue in 10 minutes)
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