Train Tickets Confusion

Scene 1 Song Shan Train Station (Sunday Night)
Yaya: Can I have train tickets to Hua Lian for 20th Jan and 21st Jan?
Personnel 1: Okie, we only have 20 Jan at 7am.. there is no available tickets for 21st Jan at all.
Yaya: Not at all? *panic becos TL already booked hotel
Personnel 1: Let me check for you.. ehem.. it all sold out, I search the date. For the whole day there is not available tickets..
Yaya: Opps.. let me have the 20th Jan Tix first.

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Scene 2 Home (Same Sunday Night)
Yaya and me went internet to check the ticket status and found tickets are available on 21st Jan and have a few time slots.

Yaya decided to call and ask again.

Yaya: Hello, can someone check for me if there is any available tickets for 21st Jan from Hualian to Taipei, evening time?
Personnel 2: Sorry, I can’t check for you over the phone. You can book it over the internet.
Yaya: I can’t book, I am a foreigner and they need NRIC number which I can’t provide.
Personnel 2: Yes, you can book even u are a foreigner.

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5 mins later….
Yaya: I called just now.. I confirmed that I can’t book over the internet. Can you just check for me? I can just come to the train station in 10 mins.
Personnel 2: Sorry, can’t check, can’t check. You come to train station and buy the tickets then..
Yaya: ……

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Scene 3 Song Shan Train Station (Same Sunday Night)
Personnel 3: Sorry, you can’t buy 21st Jan ticket today. The release date is 7 days before, so you only can buy the tickets tomorrow.
Yaya: ……
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And Yaya only have to go back the train station the next day morning to buy the return ticket for 21st Jan from Huilian back to Taipei. What is Personnel 1 doing???