I usually buy my SBB tickets thru my mobile phone or thru the ticketing machine. Today, unfortunately I was not able to do so. I went to the customer service counter at SBB winterthur, there is now a common queue for everything. There were 8 persons in front of me, with estimated waiting time of 8 minutes, which is enough time before boarding my train. Unfortunately the waiting time increased by every minute, and 5 minutes before my train, I asked a lady at the counter (after she served the previous customer) if she could help me get a ticket quickly (informing her my train is leaving in 5 minutes, and showing my number in the queue - 3 number behind current number). She said she could not help as she had called for the next number. I then asked a male colleague (after he served the previous customer) if he can help. This time my number was just 2 behind. I showed him my number in queue, and explained my train is leaving in 4 minutes. He too refused to help, saying I had to wait in queue. All the time I have a 4-year old restless daughter, and it was obvious to everyone waiting that I was not trying to jump queue (just trying to catch the train). Is it normal that SBB counter staff refuses to help on genuine cases ? I missed my train, and as I had connecting trains to catched, missed that too.
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