New Virgin East Coast Website

Discussion in 'Fares Advice & Policy' started by csilke, 7 Jun 2017.

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  1. FQTV

    FQTV Member

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    Website can't sell Advances or issue reservations this morning. Others reporting the same via Twitter, eg:

    And:

     
  2. Romilly

    Romilly Established Member

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    On a separate matter, when I go into my VTEC online account and look for "My Support Cases" there are still only the first 7 entries and nothing for any of my support cases since early November 2017. I have had Delay Repay and other requests dealt with since then by email, but it seems that the My Support Cases function is no longer being used (or can't cope with more than 7 items).
     
  3. SaveECRewards

    SaveECRewards Member

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    They were having reservation issues last night, apparently a bunch of gremlins attacked the clowns or something like that according to Twitter.

    Sometimes these issues are the fault of the reservation system. If you can't book on another site then that'll be the reason. Unfortunately as advance tickets are tied to particular trains you can't book them if the reservation system is down.

    If the reservation system is up and other sites or working it means people who just wait for the VTEC site to return to working risk losing the fare at the price they wanted if other people buy tickets for that train from another site.

    I have zero entries in "My support cases" for me it has never worked since the site started. I thought it was an incomplete feature.
     
  4. Wallsendmag

    Wallsendmag Established Member

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    There's a problem with our NRS connection RDG BT and several other groups of letters are looking into it. We've rerouted the Web access but Tribute is still suffering.
     
  5. Romilly

    Romilly Established Member

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    On the issue about being able to make reservations when booking on the VTEC website, as at today I am finding no problem if booking within the ordinary 12-week booking period but am experiencing the same problem as others - i.e. the seat map will not appear - if I am trying to book in the extended week 13 to week 24 booking period.
     
  6. Razor1967

    Razor1967 Member

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    I emailed the Virgin Web support team about the seat map not appearing if you book in week 13 to 24 booking period.

    The reply was East Coast are the only company who let you book more than 12 weeks in advance but the reservation system is shared with other companies and there is only a 12 week booking window. I had said that it is odd that you can reserve seats for June travel now when booking but then cannot change them to say a favoured seat, when there are less bookings and therefore more seats available.

    I think the reply is correct, although rather bizarre, as I have also booked seats within the 12 week window and the seat map does appear. I guess all we can do is diarise for 12 weeks before travel and hopefully the seat map magically appears, but no doubt my favourite seat I want to change to will have been booked !!!
     
  7. westv

    westv Established Member

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    I don't remember the seat map being missing for +12 week bookings on the old site.
     
  8. Merseysider

    Merseysider Established Member Fares Advisor

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    I was able to pick my seat when booking about 4 months ahead of travel last year
     
  9. westv

    westv Established Member

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    I had an email the other day telling me my wifi codes are in the "my bookings" part of the website but I don't see any codes when I look there.

    "Remember your free Wi-Fi code. You'll find it in your booking confirmation email, as well as in My Bookings when you log in to your account. Surf's up!"
     
    Last edited: 16 Feb 2018
  10. Wallsendmag

    Wallsendmag Established Member

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    Seat maps are back in T24 after Monday night's update.
     
  11. westv

    westv Established Member

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    But still nothing on my route for any time.
     
  12. JaJaWa

    JaJaWa Established Member

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    I received 1 for 2 journeys on different days but the Twitter team was able to generate an extra one for me.
     
  13. Romilly

    Romilly Established Member

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    That's great - something must have happened between lunchtime yesterday and lunchtime today as seat maps for e.g. 23/24 May that still weren't showing yesterday morning are now showing today.
     
  14. Deerfold

    Deerfold Established Member

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    Whilst I'm still getting ones I don't need every time I book First class.
     
  15. westv

    westv Established Member

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    I get them when I book but it'd be nice if they were actually on the VTEC website, as they claim they are, rather than having to trawl through emails from months ago to find them.
     
  16. SaveECRewards

    SaveECRewards Member

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    So where's this phase 2 we were promised back when the website was pushed onto us? Still simple things like cycle reservations and (even simpler) catering vouchers are not available. I bet a proper mechanism to make changes to tickets won't make it until phase 3! I now have to use that voice activated system (the ticket office) in order to get these catering vouchers.

    Today VTEC are bragging about releasing booking by Alexa (I think even booking by fax would be slightly more useful than that). The press release on the VTEC website is a copy and paste from VTWC so it mentions 'innovations' such as automatic delay repay.

    So someone already comments that they've tried Alexa and it does not recognise Lincoln or Peterborough, or able to book a return journey. I'm thinking it's actually a VTWC 'innovation' and has had a token number of EC stations added just so they can demo it to the press. If you book a VTEC ticket with this will the booking actually end up in your VTEC account or your WC account?

    So as usual it's yet another 'innovation' that adds no real value but they hope that the press will snap it up and report on it without really trying it, just like they did with Seatfrog.

    BTW if @91109 is still watching this thread, you might like this: YouTube link - I noticed when I first posted the Virgin Train's [sp] East Coast website on this thread there was an explosion of hits showing in Google Analytics as near Newcastle :D
     
  17. westv

    westv Established Member

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    I expect that VTEC have given up fixing the website now. Phase 2 was just PR talk.
     
  18. Merseysider

    Merseysider Established Member Fares Advisor

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    Would @Wallsendmag be able to provide an update (please)?
     
  19. Adlington

    Adlington Member

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    And the Manchester Evening News adds "To mark the occasion, Virgin Trains on the West Coast is offering free First Class upgrades to any passengers named Alexa travelling on their routes until June 15, 2018"
     
  20. Wallsendmag

    Wallsendmag Established Member

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    Not really there are a few updates in the pipeline but I'm not involved with the web as much as I was.
     
  21. Merseysider

    Merseysider Established Member Fares Advisor

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    Ah - thanks anyway.
     
  22. SaveECRewards

    SaveECRewards Member

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    I don't know what your involvement with the website was, but you were obviously very knowledgable and cared (as I'm sure you're posting here isn't part of your job but something you choose to do). Obviously they didn't want you involved too much :D

    Next time, just high five everyone in the office, shout "this is awesome" every five minutes and have a picture of Branson on your desk. That may be unfair but from an outsiders point of view that seems what it takes to succeed at VTEC.
     
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