New Virgin East Coast Website

[trainophile]

What's happened to "add another journey"? Is it in there somewhere? I just abandoned a split ticket journey, and will pootle off (back!) to trainsplit.com. :roll:

 

[ashworth]

They don't know how to say sorry! We don't think it's in the Virgin vocabulary.

Sometimes it's good to admit your mistakes rather than pretend all is better than ever. People know mistakes can be made, just better to admit them than dig deeper.

I got a 'sorry' from Virgin Trains East Coast earlier this week but I wonder if I did really deserve slightly more than that!

I recently booked a return ticket using the VTEC website from Mansfield to Newcastle. Because the main part of my journey (Grantham to Newcastle outward and Newcastle to Retford return) was with VTEC, I used their website to book so that I would get free Wifi. In the days immediately preceding both my outward and return journeys I received a regular string of cheesy emails about this wonderful journey that I was to undertake. Each time I was reminded not to forget my Wifi code, which was given on my booking Confirmation. What Wifi code? There was no Wifi code on my Booking Confirmation. I even showed my booking confirmation to the man at the information desk at Grantham and he couldn't understand why I hadn't I hadn't got a wifi code. He suggested that I emailed VTEC to report the problem.

Over 3 weeks later, I eventually received a reply, just saying they were very sorry that I didn't receive a wifi code and they hoped that it didn't cause too much inconvenience and hopefully this will not happen again in the future. I had specifically used their website to book so that I did get a Wifi code but then did not get any free wifi for my journey. Fortunately, I was only on a leisure trip and didn't require wifi for business purposes, but that is not the point. To make matters worse, since making the journey I have received more cheesy emails asking me how I enjoyed the onboard experience including my free wifi.

 

[Hadders]

What's happened to "add another journey"? Is it in there somewhere? I just abandoned a split ticket journey, and will pootle off (back!) to trainsplit.com. :roll:

It is there (as I used it last night) nut it's not immediately obvious.

 

[Haywain]

- The confirmation screen gives the transaction number as well as the collection reference. the transaction number isn't needed and really should be removed - some people will erroneously make a note of this number and use it to try and collect their tickets from TVMs which then won't print.

The transaction reference is used for Self-print and m-tickets where a collection reference is no longer required, so it is very relevant and necessary. You point about potential confusion is understood but it is no different to what Trainline do (not that there is any good reason for following examples of what Trainline do!).

 

[Hadders]

The transaction reference is used for Self-print and m-tickets where a collection reference is no longer required, so it is very relevant and necessary. You point about potential confusion is understood but it is no different to what Trainline do (not that there is any good reason for following examples of what Trainline do!).

I don't know what trainline does as I don't use them

Presumably if I book a self print or m-ticket I don't get a collection reference (so there's only one reference number to worry about). Why can't the transaction number be suppressed for TVM collections?

It's little things like this that make the new site a pain. You should've given a prototype of the new site to users of this forum - we'd have told you about all the glitches....

 

[Haywain]

You should've given a prototype of the new site to users of this forum - we'd have told you about all the glitches....

Maybe, but would that group have been truly representative of all users of the website?

 

[westv]

Maybe, but would that group have been truly representative of all users of the website?

Would that really matter? If it isn't fit for purpose?

 

[Tetchytyke]

There was no Wifi code on my Booking Confirmation.

Was your ticket first class or standard class? First class bookings (obviously) don't get a WiFi code.

My issue with the new website is that none of the old booking data has transferred from my old account to my new account. Thankfully I've been able to find the email they sent with the ToD collection code. Otherwise I'd have had a very frustrating conversation with customer services.

The fact the page that tells me this is fundamentally illiterate, and has spelling mistakes, only annoys me more.

If none of the above explain why no bookings have been foud for you please contact our Customer Solutions team.

Seriously, do these people not proof read anything anymore?

 

[westv]

My issue with the new website is that none of the old booking data has transferred from my old account to my new account. Thankfully I've been able to find the email they sent with the ToD collection code. Otherwise I'd have had a very frustrating conversation with customer services.

I had 11 bookings outstanding on the old site and they were all PDFs. I'd have been screwed if I hadn't saved the emails too.

 

[FQTV]

What's happened to "add another journey"? Is it in there somewhere? I just abandoned a split ticket journey, and will pootle off (back!) to trainsplit.com. :roll:

The button is now located at top right, on the screen after confirmation of seat reservations. It's not in a remotely intuitive location.

Was your ticket first class or standard class? First class bookings (obviously) don't get a WiFi code.

As I mentioned up-thread, the new site has been (and may still be) issuing WiFi codes for First Class bookings, and regularly not for Standard Class ones.

I can almost forgive the poor design, poor usability and poor implementation; we all have bad days at work. What I too find distasteful is the simultaneous peddling of the intensely irritating Virgin PR prattle, and borderline contempt for anyone who criticises them. It's almost as if it's being suggested that they're too cool for the likes of us, if we don't understand just how awesome they think they are.

OT: I also find it galling for frontline staff, such as those at ticket offices, who are apparently also being told to be surprising and delighting as they wonder about the future of their roles.

 

[ainsworth74]

I've had a little play with the Virgin website and I've simply decided to take my business elsewhere to Transpennine Express. I may still use the new VTEC website to book VTEC journeys to use the seat selector but that will be it. Since the end of rewards I've stuck with the VTEC website out of inertia but seeing as there is now no reason for me to run all my purchases through their website there seems no point remaining and using this dogs breakfast of a website!

I'm not sure if that was their goal but if it was they've been highly successful with this potential customer!

 

[coxy]

Evening All,

Just logged into the VTEC site to see how many eVouchers I still have, and can't seem to find anything resembling them on the new site.

Has anybody else experienced the same problem, or am I just not looking in "the right place" ??

Regards.
Coxy

 

[Romilly]

As I understand it, you look in "Buy e-vouchers" not only to buy new ones but to see ones you have already bought and to add new ones to your account.

I did manage to buy and redeem an e-voucher on the new site when it was still the beta version.

 

[Hadders]

Maybe, but would that group have been truly representative of all users of the website?

If us lot on here are struggling then god help the general public.

I suppose we should be grateful for small mercies - at least it's not the same as the awful South West Trains booking engine. I'm sorry to see Stagecoach lose SWT but one positive is hopefully First will use Webtis once they take over.

 

[SaveECRewards]

It's little things like this that make the new site a pain. You should've given a prototype of the new site to users of this forum - we'd have told you about all the glitches....

I offered them assistance in the process. I was invited in 2015 to look at some proposed wireframes for the site (I had to sign an NDA so shouldn't discuss specifics!) at that focus meeting I gave my feedback as what I wanted as a fairly advanced user but made it clear that the important things have to be easy, I don't mind hoops for things that are rarely used as long as it's possible to do them somehow.

That was in 2015, I think they were meant to launch in 2016, so over a year late. Perhaps they had to change the company developing the site, I'm not sure, the current company may have been brought in at short notice. It's speculation, I know the helpful contributors from VTEC on here won't be able to tell us.

But I would have been happy to have been involved in further steps in the feedback process, but VTEC never even formally invited me to test the beta, I found out about it here! As soon as I did find out about it I spent a quiet morning in the office testing some of the functionality and sticking it in a document for feedback.

Although VTEC shouldn't rely on the goodwill of others to test their product. I'm sure there's many of us who would have been happy to dedicate some time to feedback, after all, a good booking engine makes our lives easier too!

 

[Romilly]

I am sure I'll get used to the new site for new bookings, although I still think that bookings made pre-1 August for travel after 31 July have been handled badly.

I have just managed to book a couple of Advances for VTEC trains on the new site in a single transaction: unless I missed a button, I only found the "add another booking" option once I had logged into my online account.

So far as I can see, to amend Advances booked on the new site you have to click on the View/Edit box for the booking, opt for Cancellation, and then you are told that you can cancel an Advance ticket only if you have made a booking for the same journey for a different date/time: you then have to enter the booking reference for that replacement booking. As I wanted the Advances I had just booked, I didn't push the process any further, but it is clearly one way of achieving the desired outcome, even if it does involve two credit charge transactions (one for the new booking and one for the refund on the cancellation) rather than just one for the extra due.

And I did get wifi codes for these Advance standard-class tickets (on the confirmatory email).

 

[Wallsendmag]

Evening All,



Just logged into the VTEC site to see how many eVouchers I still have, and can't seem to find anything resembling them on the new site.



Has anybody else experienced the same problem, or am I just not looking in "the right place" ??



Regards.

Coxy

Have you checked your email , vouchers for the new site will be emailed out.


Sent from my iPad using Tapatalk Pro

 

[trainophile]

I'm with ainsworth, TPE is now my preferred booking site, although I do wish they had the reversal arrows for the from and to stations, that's my only complaint though.

An Advance ticket journey I book quite often with a Via point is available for mid-October on TPE, but both the new VTEC and XC sites couldn't find it - VTEC came up with "Sorry, no valid journeys can be found with those filters", while XC simply ignored my Via point and routed me the way it thought I should go :roll: . Details by PM if anyone wants to know - don't think I'd better put it on here in case the route is not really valid except on WebTIS!

On another matter, when viewing migrated bookings it's annoying that they are so spaced out on new VTEC with only half a dozen per page, and no means of selecting a page number to view ones you know you booked several months ago, so you just have to keep clicking the next page number to go back.

 

[sheff1]

It's almost as if it's being suggested that they're too cool for the likes of us, if we don't understand just how awesome they think they are.

They are far too awesome for me ! I therefore try and avoid their trains and website if at all possible.

 

[91109]

From a "front line" view, this has been a shambles. Customers who have previously booked through the old booking engine can not amend tickets online, and have to call us to refund/rebook. We've had in excess of 70 people waiting in the queue to speak to us every day since Tuesday. This hasn't been very well thought out at all.

 

[Deerfold]

From a "front line" view, this has been a shambles. Customers who have previously booked through the old booking engine can not amend tickets online, and have to call us to refund/rebook. We've had in excess of 70 people waiting in the queue to speak to us every day since Tuesday. This hasn't been very well thought out at all.

Looks like the twitter team are maxed out too - plenty of questions going unanswered as presumably they're trying to react to the most urgent first.

 

[Merseysider]

Website keeps forgetting that I've entered a 16-25 railcard when changing between dates in December on their fares table. Nothing to do with cookies or browser, it happens at random.

Top marks to VTEC!

 

[91109]

I'm led to believe that Stagecoach pushed for the website to be launched, as the booking engine is their baby. Guess this is what happens when the franchise is 90% owned by a bus company.

 

[Deerfold]

Website keeps forgetting that I've entered a 16-25 railcard when changing between dates in December on their fares table. Nothing to do with cookies or browser, it happens at random.

Top marks to VTEC!

I had that with a two together card. Took me a while to spot why all the fares were so high.

 

[trainophile]

I had that with a two together card. Took me a while to spot why all the fares were so high.

And I did with my senior card. Thought all the lower priced Advances must have gone, then when I realised I thought it was me forgetting to enter the railcard. Bit of a shambles is an understatement .

 

[SaveECRewards]

From a "front line" view, this has been a shambles. Customers who have previously booked through the old booking engine can not amend tickets online, and have to call us to refund/rebook. We've had in excess of 70 people waiting in the queue to speak to us every day since Tuesday. This hasn't been very well thought out at all.

Welcome to RailForums Sir Bobby (in case anyone's wondering 91109 is named 'Sir Bobby Robson') nice to have someone on the front line comment here.

As soon as I heard it was going to be going live soon I tried to get the message that it's not ready out to as many people as possible. I was hoping someone senior at VTEC would see it and put a stop to this irresponsible decision.

I'd certainly be interested in any more insights from the front line, but of course don't say anything that would jeopardise your job.

This year has been a terrible one for VTEC. Changes to the crew rotas on-board, the ticket machines that are unreliable and now the website. People who I talk to who were more than happy with VTEC until recently are now having their doubts.

I also wish the social media team would acknowledge other websites are available (I know they personally can't unless management tells them). This would take some of the demand off the call centre. It's ridiculous that they tell people who want to book a bike that they have to phone up to do it (and wait a long time) when there's still plenty of websites that will do the job. Put the customer first, even if that means VTEC have to pay the 5% commission to another operator.

 

[Joe Paxton]

...
I also wish the social media team would acknowledge other websites are available (I know they personally can't unless management tells them). This would take some of the demand off the call centre. It's ridiculous that they tell people who want to book a bike that they have to phone up to do it (and wait a long time) when there's still plenty of websites that will do the job. Put the customer first, even if that means VTEC have to pay the 5% commission to another operator.

I think you're barking up the wrong tree if you thing they're going to do that, unfortunately. I can't really see any TOC doing something like that, unless they were directed to a 'sister TOC' (e.g. NXEA used to redirect to the NXEC booking engine), but given the prestige that VTEC have placed on this new system then I don't see that happening.

 

[Wallsendmag]

I'm led to believe that Stagecoach pushed for the website to be launched, as the booking engine is their baby. Guess this is what happens when the franchise is 90% owned by a bus company.

You aren't in the loop then ?


Sent from my iPhone using Tapatalk Pro

 

[91109]

You aren't in the loop then ?


Sent from my iPhone using Tapatalk Pro

That's just my own gut feeling. We were told last Friday that the old website would be shut down on Monday, and the public had little warning, apart from an email reminding them not to lose their vouchers.

 

[91109]

Welcome to RailForums Sir Bobby (in case anyone's wondering 91109 is named 'Sir Bobby Robson') nice to have someone on the front line comment here.

As soon as I heard it was going to be going live soon I tried to get the message that it's not ready out to as many people as possible. I was hoping someone senior at VTEC would see it and put a stop to this irresponsible decision.

I'd certainly be interested in any more insights from the front line, but of course don't say anything that would jeopardise your job.

This year has been a terrible one for VTEC. Changes to the crew rotas on-board, the ticket machines that are unreliable and now the website. People who I talk to who were more than happy with VTEC until recently are now having their doubts.

I also wish the social media team would acknowledge other websites are available (I know they personally can't unless management tells them). This would take some of the demand off the call centre. It's ridiculous that they tell people who want to book a bike that they have to phone up to do it (and wait a long time) when there's still plenty of websites that will do the job. Put the customer first, even if that means VTEC have to pay the 5% commission to another operator.

Thanks for the welcome. I'll certainly try and offer my perspective on things. We knew last Friday just what kind of disaster it would be, and I genuinely feel for our customers. I'm always honest with them and won't sugar coat anything with regards to the new site, thankfully 99% of the people I've spoke to this week have been quite understanding, if not a little frustrated.