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25 October 2024
We carried out essential maintenance on our ticketing and eBooking platform this week which saw a period of downtime during the evening of 4 December 2024.
This focused on an application fix which was applied to our invoicing system. We also made an update to solve an intermittent challenge with customer accounts where a small number of customers experienced an issue when logging in. These changes were successful and are now in operation.
We have shared this brief update with your local community groups and community board.
Thank you for patience and support throughout the year. We’ll keep you informed via our website of the next set of enhancements which will take place later next year.
Updated: 25 October 2024
As well as the new ticket design provided in our update below (24 Oct), we have installed additional enhancements to our eBooking and ticketing platform, following a brief period of maintenance on Thursday 24 October. We've shared the details below on those which are relevant to our customers' experience of the platform. The following updates will be active from Friday 25 October 2024 and are in addition to updates carried out to the back end of the system and alterations made to support front line colleagues.
Amendments to return tickets
On bookable routes, customers will now be able to amend the return leg of their journey, even when outward journey has passed. This applies to return tickets only and isn't applicable to multileg tickets.
Blue badge bookings with trailers
An update to the system will now ensure that it's now possible to make a booking for one adult, a blue badge car and a trailer - where previously this combination had created an error message.
Credit account invoice redesign
Within this release, we've also initiated an updated design to our credit account customer invoices - which includes several changes to the display and format to enable easier reconciliation to customer records.
We'll make sure we keep you informed via our website of the next set of enhancements. We'll also share this with local community groups and our community board.
Updated:Thursday 24 October
An update to our ticket design
We wanted to let you know that as part of the release to our booking and ticketing system this evening, Thursday 24 October, from Friday 25 October 2024 those tickets purchased on board vessels and via our ports will look a little different, following a redesign. (Tickets purchased online will remain the same).
We've made updates to the information the new design will display, following valuable feedback from our customers and colleagues.
If you have a Turn Up and Go ticket, or a 10-journey pass ticket for this season which you've already bought, then these will still be valid until 27 March 2025 inclusive.
If you have a reservation for a journey and already have your tickets featuring the previous design, then they will remain valid too.
The key changes are:
The QR code on the ticket will include details of your booking, rather than the individual products on your booking. This means, one ticket will be created per leg of a booking / journey rather than one ticket per product or person - reducing the number of tickets printed per transaction.
This does mean that there is only one ticket for the full booking, so if your party is travelling separately or in different vehicles, it may be easier for you to book separately.
We've also changed some of the information that's displayed on the ticket - so it's more informative:
The vessel name will be included on the ticket.
The ticket will also show if a 'pet in lounge' ticket has been booked, meaning you can take your pet to the lounge. If you've not booked a 'pet in lounge' ticket, then your pet cannot come into the designated pet lounge and will need to stay in your vehicle or you can sit outside with your pet for the duration of your journey.
A 'category' heading has been added and will display the vehicle type (car, van, motorcycle etc.) and all other transport products including bikes, canoes etc. The vehicle registration numbers and lengths will also be displayed.
The ticket footer will also carry VAT receipt information, and the method of payment.
The ticket validity date will also be displayed on Turn Up and Go tickets.
For commercial customers, the Purchase Order number will be visible on the customer reference field. This is a request from credit account customers to help check against invoices.
The new tickets will be in circulation for purchases and reservations made at ports and on vessels from Friday 25 October onwards.
Thanks as always for your feedback and for your patience as our teams as they manage the introduction of the latest improvements for our customers.
Updated: 28 June 2024
We have installed some further enhancements to our eBooking and ticketing platform, following a brief period of maintenance. The information below provides our customers with more details on those which may be most relevant to you.
We'll make sure we keep you informed via our website of the next set of enhancements. We'll also share this with local community groups and our community board.
The following updates are active from 27 June 2024 and are in addition to updates carried out to the back end of the system and alterations made to support front line colleagues.
Re-routing your journey during disruptions
In the scenario where a customer has a reservation to travel on one of our bookable routes, and the sailing is cancelled because of disruption to the network, our team can now re-route the customers' ticket so that they can travel on an alternative route without needing to purchase a new ticket. This will be managed as part of our disruption processes.
Making a booking for more than one vehicle (for example a car plus a car tow caravan)
It is now possible for an individual customer to make a booking for multiple vehicles, when only one passenger is travelling - for example - for a car plus a car tow caravan.
Amending your details on a multi-journey reservation
Where amendments are made to an existing multiple-journey reservation, the new updated details will now be displayed on your eTicket.
Amending a multiple-journey ticket
When an amendment is made to a leg of a multiple-journey ticket, specifically when the customer wishes to change a route that did not require Advanced Passenger Information to a route that does require this information, an error occurred which prevented the booking. This has been resolved and it is now possible to amend the ticket.
Your bookings - both past and bookings for a future date - will now show on your account
You can now easily see which single, return and multi-island tickets are active, in progress or expired, meaning you'll be able to toggle between the three options: active, in progress and expired tickets on your account. On multi-journey passes like 10-journey tickets, you'll also be able to see which tickets are active, how many are left and if any are expired.
All vehicle types can now we saved to your account
Following a fix to the system, you'll now be able to view all vehicle types to your account. We'll make sure we keep you informed via our website of the next set of enhancements. We'll also share this with local community groups and our community board.
Updated: 25 April 2024
Over the next week, we'll be sending an update on our eBooking system direct to homes in the communities we serve, detailing the changes and enhancements we've recently made to the platform, and those we're working towards implementing in the near future.
Many of these changes and enhancements are done in tandem with feedback from our colleagues, customers, and stakeholders and we'll continue to keep you updated and find ways to hear and continue to improve your experience of booking travel with us.
This week, while our ticketing and eBooking platform underwent essential maintenance, we installed some further enhancements. We've shared the details below on those which are relevant to our customers' experience of the platform.
These changes are active from 15 March 2024 and are in addition to updates carried out to the back end of the system and alterations made to support front line colleagues.
We'll make sure we keep you informed via our website of the next set of enhancements. We'll also share this with local community groups and our community board.
Improving and making system messaging clearer
All labels on the system will now show when 'check-in closes' to avoid confusion and help ensure customers arrive on time for their sailing.
Improving how port and island names are displayed
The system and eTickets will now show both the port name and the island name for each destination. For example, Port Ellen (Islay), Brodick (Arran) or Castlebay (Barra).
Saving your routes to your customer account
Customers who have a customer account can now save any route within an account, making booking or rebooking the same route again an easier process.
Registering / saving a blue badge to your customer account
This can now be done on your online account once - and then saved for future bookings, meaning you don't have to re-enter the details each time.
Purchasing a return for all Canna sailings
We have fixed an issue which had meant that it had not been possible to book any sailing to/from Canna online - since some sailings had not been bookable in this way. This has now been resolved.
Removing a vehicle from a multi-island booking
It's now possible to remove a vehicle from a multi-island booking and for the system to calculate your refund. You will be automatically refunded and in line with card companies' and standard banking processes, this will be within a maximum of ten working days, but usually sooner.
Sailing showing correct availability when weight limit is reached
We've implemented a fix into the system which means that when the weight limit for a sailing has been reached, the eBooking platform will accurately display that there's no further availability.
Making a booking on your customer account, after clicking browser's back button
Customers are now able to make a booking after clicking the browser's back button.
Sailing showing correct availability when cars are fully booked
A partial fix has been made to the system in the latest release which has ensured that a sailing will show as unavailable to customers wishing to travel with a vehicle when cars are fully booked for that particular crossing.
Customers will not be able to select this crossing in this instance. In the near future, we hope to implement a further fix to ensure the system displays 'high availability', 'medium' and 'low' availability correctly.
Customer bookings affected by loss of connection
We have identified an issue where some customer bookings were not completed due to a drop in connectivity during the booking and payment process with WorldPay.
In response, we've implemented a fix into the system which ensures if this were to happen again, the booking will be automatically identified and completed, and customers would receive confirmation of their booking within 60-70 minutes. (Usually, out with this scenario, customers will receive their booking confirmations immediately).
We're working to add on- screen messaging to the system to support customers. And our teams will be able to check bookings for customers, should that be required.
Same day bookings for Turn Up and Go routes
We very recently became aware of an error on the platform where those making bookings on Turn Up and Go routes for same day travel were presented with an error message. This has now been fixed within the latest system update.
Advanced Passenger Information on non-API routes
Customers will no longer be required to enter this information online when travelling on shorter sailings (under 20 nautical miles). Only the lead passenger will be required to provide basic information, while additional passengers will only be required to provide basic information such as concession and care details.
Changes to booking confirmations
Booking confirmations will no longer include personal details such as date of birth. Instead, this will detail the route and ticket type you've purchased or made a reservation for.
Changes to customer accounts, nationality field
When logging into your customer account, or using a guest account, you'll be prompted to add details to a new 'nationality' field. This information is required for lead passengers and travel companions on all 'Advanced Passenger Information' routes. These are voyages longer than 20 miles, for which we're required to collect passenger details.
Multi-journey reservations
On multi-journey reservations, you'll now be able to enter your details before selecting your routes, consistent with the single and return bookings process.
Double debiting of subscription tickets
We have fixed an issue around the scanning of subscription tickets purchased at the port or vessel with a credit/debit card, ensuring the system will now take off the correct amount of journeys for the customer.
Password reveal button
If you need to reset your password on your customer account, we've implemented a further fix to make sure that the password reveal button is now displayed on the relevant password reset screen to make the process easier.
Improvements to on screen messaging
Customers will now experience a better process when activating their accounts. This latest round of enhancements has allowed us to add more prompts on screen to guide you.
Booking bike racks and towing products
The process for adding a bike rack, caravan or selecting a car towing product to your booking has also changed. To help avoid confusion, these can now only be selected after a vehicle has been added to your reservation.
Pet ticket inaccuracies
An issue where additional pet bookings were inaccurately added to customer bookings has been resolved. For example, when a customer adds two pets to their booking, the booking will reflect two pets only and not four (as previously experienced).
Error messaging
Error messages relating to the validity of telephone prefixes on some customer accounts have been resolved. This means that those customers with accounts which encountered this message will be able to complete bookings uninterrupted.
Clone bookings / Block bookings
The latest update to the system will mean that commercial customers will have their block bookings, now referred to within the new system as 'clone bookings', confirmed via our port teams, with full details displayed in Microsoft Excel documents.
Modified bookings not scanning
Where customers have a booking for a bookable route, and they wish to travel on an earlier sailing - it's now possible for us to scan tickets for customers to move them to an earlier sailing, where there is availability. The customer's booking, their account and record of the booking will be automatically updated as a result.
Gourock-Kilcreggan 10 journey ticketing
Customers can now purchase 10 journey tickets for this route online, or through our Customer Engagement Centre and on board the vessel.
'My account' access
A time zone issue, where some users were not able to log into their account for a period at midnight GMT has now been resolved, meaning customers can always have access to their online account.
Vehicle registrations and look up
The system has been updated to accept spaces in the vehicle registration field during the booking process, meaning both formats with and without a space will activate the vehicle registration look up process to auto populate your vehicle details.
Duplicate vehicles showing in customer accounts
The issue which had previously caused some customers to see two or more versions of the same vehicle appear in their account has now been resolved.
Online booking process changes
The following changes to the online booking process have been put in place to improve customers' experience:
When a user is using dark mode on their device, any white backgrounds will have contrasting coloured text instead of white text.
We have added a password reveal icon which is now visible when inputting your password.
You will also be able to add certain special characters as '_' and '!' into your password when registering for an account. This will resolve the issue we had when the register button did not allow customers to progress with registering for an account when using special characters within your password.
Failed bookings notification
The system has been updated to show a pop-up message, which gives clearer guidance on what to do if your booking fails due to a timeout when there's been no interaction with the booking page. Should this occur, you'll be prompted to seek support from our Customer Engagement Centre.
Livestock trailer products
We have improved the system to make it easier to book both high and low livestock trailers when full or empty.
Credit account customer invoicing
We've also updated the system to fix booking holder details as well as VAT calculation and invoice calculations for customers with credit accounts.