One night I went to book a train ticket online. I went to the iarnrod eireann website. I typed in my email address, my iarnrod eireann password and my full name, I booked my seat, I inserted my card expiry date, number and CVV number. Then I came to verified by visa which I hate with the passion of a thousand suns. Our internet security (Kaspersky) would not let me insert the relevant details in secure mode or otherwise. The train people promised terrible consequences if I gave up or left the page. At one in the morning, I gave up and left the page. Added bonus the link page you are to go to, if you are having trouble is a 404.
The next day, Mr. Waffle told me how to disable Kaspersky. I went online. I disabled the internet security. On the iarnrod eireann site I typed in my email address, my iarnrod eireann password and my full name, I booked my seat, I inserted my card expiry date, number and CVV number. Then I came to verified by visa and inserted my password. Twice. Wrong password even though I had it written down in front of me (internet security experts everywhere gasp in horror). I reset my password. It asked for the first four numbers of my bank account, the street or district where I lived when I was 10 (somewhat vague that no? Comes with the ominous advice that you had better remember your answer as it may be used as a security question in the future). I have done something wrong. I am locked out.
Ring verified by visa helpline and trouble a poor English woman who I am sure would rather be doing other things at 9.30 in the evening. Wouldn’t we all? I give my name, my bank account number and part of my online banking pin. She resets my card and tells me to continue my purchase. I go back to Iarnrod Eireann, I type in my email address, my iarnrod eireann password, my full name, I book my seat, I insert my card expiry date, number and CVV number. Then I came to verified by visa and reset my password and, finally, it worked.
It’s all about the positive customer experience, isn’t it?