Meet Emma and Anette - customer service

Hi Emma and Anette

Who are you?

Emma: I am a colorful and creative girl from Katrineholm with extensive experience from working in customer service and thus know how to make our travelers' everyday lives a little easier. I combine email, chat and phone and often manage a back and forth between cases.

Anette: I am a breath of fresh air who has been with since 2020. After spending many years as a telephone operator and over the years I have also become adept at the noble art form of emojis. Expect at least one when you get a customer service response from me.

What do you do at VR?

What don't you do in customer service? The questions that come in are many, it can be about everything from help with booking, rebooking and cancellation, questions about our loyalty program, changing seats, finding bookings, accompanying animals and luggage, special diets and what applies before, during and after the trip. We also help with lost property and a lot of other questions that appear in the various channels. In short, we help the traveler with everything to make every trip memorable and smooth.

How many travelers do you talk to every day?

Difficult to say as this is very different depending on the period and if there is something special that has arisen in the traffic situation, but a hundred cases per day is absolutely nothing strange.

What is the most fun thing about working in customer service?

We agree touchingly that we are a good and close-knit group, which we often hear from our travelers. In the event of traffic disruptions, we take care of many traveler matters in a short time and we always do our best to inform in a simple and personal way, which often means that the understanding of what happened increases. There is nothing better than the feeling of helping a stressed traveler to become happy again, and we notice from many of our travelers that it is very much appreciated that we at VR offer personal and quick help over the phone.

What is the oddest question you have received at customer service?

It must be when we were asked if we have a shower on board.

Name a favorite place not to be missed when visiting Stockholm?

Kungsträdgården is a must in the spring when the cherry blossoms bloom, it is magically beautiful. The city library in the old silo and the Observatory Garden, which is located in the park right next door, are also well worth a visit.