Many times, a large chunk of your travel start budget is sucked out of your wallet by the time you have walked through the taxfree of your outbound airport. If you are really smart, you tell yourself "I will buy what I need in taxfree on my way home - less to carry". But no...usually things happen from when your have your thought (often waiting in the security line) to the taxfree shop.
This time I almost managed holding myself to this thought. I "only" got the necessities on the way out...and would get the heavy things on my way home. This actually translates to - double the amount spent at the local taxfree.
On my way through the Arlanda Airport, Terminal 5, brand new and gigantic taxfree, I was surprised. People allergic to scents, people trying desperately to stop smoking or loose weight, thirsty people, really have a challenge here. Everyone checking in at desks 71 - 90 with SAS, must walk through at least the cigarette, alcohol and part of the perfume/makeup area and cut hard to the left (through the candy department) in order to get out of the taxfree store on one piece. This can be a devastating and very expensive experience. I think I saw at least a few travellers “lost in the taxfree zone”. Poor souls. Usually airports have alternative ways around the taxfree area. But not here.
Well, again fully clothed after the security check, belt in place, shoes on feet, PC in bag and all liquids put back in place, it was now time to get the “heavy stuff”. Cigarettes to a colleague (check), deodorant for the husband (alternative brand check) – they are always “soon receiving a shipment for just the type I want” – this shipment has taken a few years now. I should know better than to ask actually since the deodorant doesn`t even have a place anymore on the shelf. A sucker for bargains, I stroll over to the 3 for 2 alcohol area…not too heavy, I am already struggling with what I have and my shoes are too high to walk with any more real weight. Slowly moving down to the 3 for 2 perfume area, I pass the candy racks. Here too they have 3 for 2 Haribo winegums. Dangerous. Oh well, we are in the testing phase of our development process, and we always have testing goodies within the team, so why not. 3 kgs later (but actually for the price of 2!) I stand in line to pay. I realize that I could have had 2 bottles of alcohol for the same weight and approx. the same amount of calories…no comment.
During my trip down taxfree lane, I was approached 2 times by beautiful perfumed girls asking if I needed help in a certain area. Since most of these girls were more interested in gossiping among themselves, looking up every now and then to see if a customers was getting too close, I politely said “I wouldn`t want to disturb you ;-)”. Honestly…this did not help the service level I got.
At the cash register, a woman, my age was holding here credit card waiting for the credit card machine to show the correct sum in the window before swiping in through and accepting the charges. She had been quietly waiting for some time. Nothing happened. The girl at the register sat with her head lowered and picked her nails behind a divider. Finally she looked up and snorted “ what are YOU waiting for”. The woman and myself jumped backwards. Oups bad hair day or something I thought. No she was too young, probably just irritated that we actually wanted to pay for “the heavy stuff”. The woman answered, “I am waiting for the sum, so I know what I am paying before I accept the charges”. The girls answer…you will not believe this…”if you can’t count, you shouldn’t be buying”. When spoken to that way, out of the blue (it turns out that the girl hasn’t finished the sale and pressed credit card payment), you are at a loss for words. This poor woman, paid here “heavy stuff” and actually said she was sorry for taking so long before she packed her stuff. She did ask if there were any plastic bags, and the girl pointed.
I was next. I had now had time to figure out the best way to make my shopping experience as good as it could get, for me at least. I had time ;-) I started by smiling big and asking what I should do to be able to pay, in English. She looked at me as if I were an alien. I played the part well. She answered “boarding card”. “Oh so I pay with my boarding card – OK, here it is”, handing over my boarding card from my previous flight. She tried scanning the barcode, over and over again. I commented, “I am in a hurry, that flight left 36 hours ago”…she kept scanning. Finally an alert hit her brain cells. She looked at me, and said “this doesn’t work”. She handed the pass back to me. Now I really had trouble controlling my face. “Oh really”. She now asked me to get in another cashier line and try there since she did not have the time for this. There was no one behind me. Is this girl stupid or just so lazy and bored that she can’t even be bothered to listen to the customer or even look at the boarding card. The system had obviously stated this boarding card was not active, but she didn’t even look at the text. This I had to keep testing. I now told her “Nein”. Without any recognition that I had changed my language, she just said “eh”. Now she was very irritated. I just smiled still having all my taxfree items in my cart, waving my correct boarding pass. Since she was more interested in looking behind the divider than letting me pay, I asked her in German if I could help her with something behind the the divider. Now she just waved my away. It was now time to pin her.
I smiled, put all my items on the register, put my boarding card on the items, and asked in Swedish, if I could see here manager. I had seen that the man in the cash register next to us was beginning to react on our situation, but his line of customers was too long. Now I escalated my tone, looked around, waved my hands. “Help, may I have some help here?” Another taxfree lady appeared. Asked if she could be of assistance. In English, I told her clearly what I had witnessed with the previous customer and how I had been serviced/not serviced/attitude. I told her honestly that I had tested this girl, and asked if this was the way to treat customers, regardless if they fly through Arlanda again or not. The woman now asked the girl what had happened…she answered “this woman lies, I tried helping her, but she refused to pay”. I now changed English to Swedish and commented “if that was the case, why is nothing registered in the cash register?”. Suddenly the previous customer appeared. She had been watching us from a distance. This time she was very clear and did not apologize.
The result – I got to pay, was discounted the candy, the girl was asked to wait in the coffee room and I was bought a cup of coffee by my new friend.
I could not help myself – I know this was a bit mean, but maybe she will respect the customer a little bit more in the future. She will not get fired, no one does in Sweden.