– I think Vy was completely unfair to us. I tried every possible way to get this to work, but all I got was resistance. Frida Myhren-Dahl had celebrated Christmas with her wife Maria and her in-laws at Geilo. Together with the dog Einstein, they were to travel home again on 28 December to celebrate the New Year in Bergen. But the storm in Space Christmas stopped all train traffic. The train the couple was supposed to take on 28 December eventually had to return to Oslo after an avalanche blocked the track. CHAOS: The train going to Bergen had to turn around and return to Oslo on 28 December. Thus Frida and Maria, and the dog Einstein, were left on the high mountain. Photo: Jakob Naustdal / news Tasteful in the “animal carriages” Therefore, they had to rebook the tickets. It would turn out to be easier said than done. On Bergensbanen there is a limited number of places for pets on each train journey. The pitches are in their own marked area. When booking a ticket, travelers must reserve a place for their pet. But during the hectic space Christmas, all the animal places on Vy’s trains were booked. Myhren-Dahl therefore contacted customer service in an attempt to resolve the issue. After all, they had bought tickets for a train that was cancelled. – I was met by a very unserviceable person. Vy gave us two options: Either take a train with free tickets for pets on 2 January, or book a large sleeping compartment on the night train at a price of around NOK 5,000. I had to cover the expenses myself. It was not applicable. In addition, the mother-in-law with whom they had been staying was due to travel to Svalbard the next day. As a result, there were few accommodation options. BA has also told the story to Myhren-Dahl. GOOD ATMOSPHERE: The couple and their dog Einstein at Bergen station before departure to Geilo. The return ticket back never came in handy. Photo: Private Myhren-Dahl has traveled with a dog on Vy’s trains many times. In terms of experience, she has noted that not all travelers who have bought a ticket in the “animal carriage” actually have pets with them. She therefore asked if it was possible to change the seat reservation for some of the travelers who did not have animals with them, to another part of the train. – Then I was met with mocking laughter and was told clearly that it was not possible. There was nothing Vy could do, said the person concerned. Even though it is stated in Vy’s user terms and conditions that I have a right to alternative transport. Bought a bus ticket – couldn’t bring a dog As a last resort, the couple decided on Thursday evening to buy bus tickets to Lærdal, where they could be picked up by Frida’s parents. On Vy’s website it was stated that pets travel free by bus. But when the ticket was sent by e-mail, it said something completely different. – There was a notice that animals were not allowed. When I tried to cancel the ticket purchase and get the money refunded, the answer was that there were less than twelve hours until departure. Customer service couldn’t help us here either, says Myhren-Dahl. She is very clear about what she thinks about the help: – It is a complete disclaimer of responsibility. When you cancel a train, the first priority must be to get the accidental passengers on another train. The end of the visa was that Frida’s parents came to their rescue. The couple got a ride from Geilo to Hemsedal, where their parents picked them up. Mother and father had run one errand from Bergen – over 500 kilometers round trip. – They obviously do everything for their children. But they said that this was completely hopeless. PRESS GUARD: Kaja Rynning Moen says that the customer advisor did not give the right information. Vy will therefore reimburse expenses incurred by the traveling party. Photo: Kjartan Rørslett / news Vy lies flat Vy lies completely flat after being presented with the criticism. Press officer Kaja Rynning Moen regrets that the customer advisor has given the couple the wrong information. – We are of course very sorry for the way they were treated by customer service. What the customer advisor should have said is that there are only some carriages where animals are not allowed. If the couple had bought a ticket and arrived on the platform, the conductor would have helped them into place together with the dog. The conductor has the final say in such matters, and they are flexible. Vy will now refund the bus ticket Myhren-Dahl bought. In addition, they will pay mileage allowance for the car trip the parents had between Bergen and Hemsedal. – If the customer contacts our customer centre, I will arrange this. Here, Vy has made a mistake and given a customer incorrect information. Myhren-Dahl responds that the whole thing was actually so simple. – That’s not what they said at customer service. It says that you must register the animals so that you can travel with them. – They didn’t consider just buying two tickets and betting that they would come along? – No, not when the regulations were apparently so clear. We thought there was no point in spending money on tickets when we risked not being able to bring the dog with us. If I had known that it was all right to mess with it, I would of course have done it. Myhren-Dahl is happy that Vy takes self-criticism and admits that they have made mistakes. – I think it’s good that they didn’t try to twist and turn history to present themselves in a better light. Nice that they referred to this as inappropriate, because it was. – Then I hope they have a proper chat with him at the customer centre. It was one of the worst things I have been involved in in the service industry.
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Vy canceled the train departure for Frida, Maria and the dog. But the dog won’t get a place until after the New Year – news Vestland
