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A TN.cz reader has unpleasant experiences from a train trip to Croatia on vacation. However, the considerable delay and the broken-down car, in which even the air conditioning reportedly did not work, were far from the biggest problem. A woman traveling with three children was even robbed by two men in a compartment.
A TN.cz reader traveled to Croatia with her three children on the RegioJet train in mid-July. She now described to the editors the unpleasant experiences she experienced while driving. “It was not our first ride, but already the third. The conditions are getting worse and worse,” she explained.
The problems started right away in Prague. The train was already late before leaving the main station. “After a few minutes, you find out that there is no electricity in the carriage, so there are no lights, toilets, water, Wi-Fi, nothing. The toilets get clogged within an hour before people realize they are not flushing. Dirt is everywhere,” the reader described.
“The delay at the departure from Prague was 48 minutes, the passengers were informed in advance by SMS. The delay to the destination station Split was 148 minutes due to closure activities on the line in the Czech Republic and Croatia and also due to waiting for passport control between Hungary and Croatia (+ 35 minutes). And subsequently also due to the passport control taking longer (instead of 38 minutes it was 54 minutes). Such a long delay was extraordinary. The passenger will be compensated,” RegioJet spokeswoman Tereza Ptáčková told TN.cz.
At the same time, she admitted that they did not manage to remove the malfunction in the wagon during the entire trip. “I confirm that the client was sitting in a car that had a breakdown during the trip, the air conditioning subsequently did not work and it was not possible to repair it during the trip. We are of course very sorry for the situation. Passengers from the entire car are compensated in these cases,” added Ptáčková.
However, according to the reader, the service did not work properly either. “You board and the steward will serve you in an hour. He is in charge of three carriages. They say there are no people. The water he gives you is warm. He will let you order and deliver the things in two hours. He is not in time. The drinks are warm, their refrigerators do not cool” she complained to the passengers.
The woman lost money and belongings
However, real hell was waiting for the woman. “At four in the morning, two hooded men enter our compartment. I have three children with me. They shine flashlights in my face. I think they are Hungarian policemen, but they take things from our backpacks. Money, wallets, computer and other things. The children are crying. I calm them down and in my pajamas chase the train thief in the dark,” the reader described.
However, she did not manage to catch anyone. “I was looking for a flight attendant with my children. After an hour, I found a 20-year-old lady in an orange vest, who told me that she wouldn’t help me, that this was happening. I called 112 and explained to the Croatians in English what happened. They made me get off in Split and go to the station , but I have to get to the village of Živogošče by RegioJet transport,” said the woman.
However, she reportedly did not receive help. “After three hours, I ask the stewardess, who must have woken up, for help. She calls my superior and says she won’t help me. She won’t even write anything. Let me send an e-mail with a complaint,” the reader added.
According to the spokesperson of RegioJet, during the summer operation in the sets between Slovakia and Hungary, a security service is provided during the night hours, which passes and checks the set.
“We are of course sorry for the situation, it was dealt with by the cabin crew immediately after reporting it. The passenger was advised to contact the Slovak police in Croatia. As such, the carrier does not have the authority to deal with such an incident. Our crews and customer service are trained in the event of similar problems and procedures are set to help passengers in these cases,” explained Ptáčková.
Complaint
However, the reader also assessed the complaint itself as problematic. “A total of 50 people complained to the central station along with me, but they received a business card with an e-mail. I sent seven e-mails and no one replied. They say I have to wait 30 days for processing. I called the hotline and they told me that they would not give me not even my name. Let me send an email,” the woman concluded.
“We received the first complaint on 7/20, to which colleagues from the complaints department responded on 7/25 that we are registering the request and it is being forwarded for investigation. Subsequently, the client’s response came on 7/29, to which we responded immediately. We have according to the law, a period of 30 days,” noted Ptáčková.
In addition, the company always checks the situation internally. “We take all suggestions into account and subsequently take measures to eliminate negative events and to improve our services in general,” noted Ptáčková.
A train full of passengers caught fire. Check out the footage:
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