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Updates to our booking and ticketing system

An update on changes to our booking and ticketing system  

Updated: Thursday 22 February 2024

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 will be active from 21 February 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.  

Tuesday 20 February  

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. 

Friday 2 February 

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.

Tuesday 16 January

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. 

Thursday 12 October 

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. 

Monday 18 September  

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. 

Monday 11 September

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.  

Friday 11 August 

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.  


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