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  10. Customer Update from Robbie Drummond - New booking and ticketing platform update
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Customer Update from Robbie Drummond - New booking and ticketing platform update

New booking and ticketing platform update

As you know we launched our new booking and ticketing platform on Wednesday, 17 May.  

This has been a complex and transformational change for CalMac and our customers, which will improve our customer experience. 

We migrated over 200,000 customer accounts and 145,000 bookings from the previous 26 year old system and opened at 05:00 on 17 May. Yesterday, over 10,000 bookings were received, which is double the normal number of daily bookings. 

There has been no impact to ferries and other services as a result of the launch and yesterday we successfully completed over 500 sailings. 

As you might expect with the introduction of any new platform of this scale, there have been some specific user issues, including:  

  • Website was only displaying first 5 sailings per day - this has been resolved; however, some customers may experience a limit of 5 again and this can be sorted by clearing cache. Our supplier, E-Dea is working hard to push out the resolution of this issue for all users 

  • Some locations were having payment issues - this has been resolved  

  • Some ticket confirmation emails, and password reset emails are not being sent - we have raised this with our supplier and they are working hard to resolve, we now believe the vast majority have been issued. 

We have a controlled system in place to log and allocate all issues to ensure these continue to be resolved as soon as possible.  

Please be assured that there will continue to be extensive support in place, dedicated to supporting customers switching over to the new platform. We will be providing 24/7 cover as part of our hyper-care support and our supplier remains on-site and working with CalMac around the clock to ensure resolution of issues.  

We are investigating and responding to all customer enquiries and will continue to communicate updates through our usual channels. 

We would like to thank our customers for their patience and understanding during this period of transition. 

Robbie Drummond
CEO, CalMac Ferries Ltd

18 May 2023

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