Morocco World News
Morocco World News
Fez, September 2, 2012
Passengers who took the train between Fez and Marrakech were appalled and enraged at the lack of seats and the derogatory way in which the ONCF employees dealt with them on Monday at the train station in Fez.
At this period of the year, when thousands of people are returning from vacation, one can expect the ONCF to redouble the capacity of its trains and mobilize more personnel in order to provide citizens and tourists with high quality service, especially on weekends. But it seems that customer satisfaction is still not one of the main priorities of the ONCF.
On Sunday Morning, passengers willing to ride the Fez-Marrakech train, which departs at 10.50 am, were prevented from doing so because of the chaos prevailing in the train station, and the lack of professionalism and integrity of some ONCF employees.
The first hurdle that passengers had to overcome in order to secure a ticket was to stand in the queue for about 45 minutes.
There were only two ticket vendors serving more than 200 people while other ONCF employees, at least 6 people, who were behind the counter, watched carefree passengers who were struggling to get their tickets.
Outraged by this poor service, passengers decided to go past the line and put pressure on the head of the station in order to expedite the sale of tickets.
To add insult to injury one of the two ticket vendors refused to sell tickets, arguing that there were no available seats on the train and that the only seats available were those of first class.
“The act of refusing to sell tickets, on the pretext that the train is full, is often done by ONCF to force passengers to book in first class or oblige them to get into the train without tickets in order to push them to pay an extra 10% fee,” explained a passenger to MWN correspondent.
Yet, when MWN correspondent, who went through the same bad experience, got inside the train, he realized that the train was half empty.
This incident comes as a reminder of the dismal quality of the service provided by the ONCF to its customers.
“Before embarking in building high speed trains, the ONCF would better focus on renovating its trains, cleaning the dirty sanitary facilities of the trains and improve the quality of its services to meet the expectations of the passengers,” said a passenger sitting nearby.