"My Account" down?
Apr 28, 2008, 5:33 pm
#62
Join Date: Nov 2003
Location: Richmond, BC, Canada
Posts: 1,511
That is pretty much how any mission-critical system would be fielded. MP not critical enough, I guess.
Apr 28, 2008, 5:53 pm
#63
Join Date: Dec 2004
Location: BLI
Programs: Alaska Million Mile Flyer, Marriott Lifetime Titanium Elite
Posts: 3,196
OK, so I was finally able to "buy" one award ticket three hours ago. However, I can't do the usual MVPG seat selection (just standard coach seats), and I can't log into My Account at all (just My Trips), so this still is a mess. Still holding off on buying the revenue tickets and hoping my held reservations won't expire before I can do so online.
We're coming up on 24 hours of serious system instability here.
I do have to wonder if what doog noted about load testing is true. That's been where most technical upgrades I've been involved with have failed -- not testing enough simultaneous users in enough faux real world conditions.
We're coming up on 24 hours of serious system instability here.
I do have to wonder if what doog noted about load testing is true. That's been where most technical upgrades I've been involved with have failed -- not testing enough simultaneous users in enough faux real world conditions.
Apr 28, 2008, 6:01 pm
#64
Moderator Communications Coordinator, Signatures
Join Date: Apr 2001
Location: deep within the Eskimo lair
Programs: TubWorld, Bar Alliance, Borratxo Legendarium
Posts: 16,968
I'm still waiting for feedback from a couple other departments, so I don't have an accurate update as of yet. It's likely going to be tomorrow morning before I have additional info.
I'd recommend calling in to purchase your ticket before it expires, then once things have settled down, ask Customer Care to give you the bonus miles you would have earned for the online booking.
I'd recommend calling in to purchase your ticket before it expires, then once things have settled down, ask Customer Care to give you the bonus miles you would have earned for the online booking.
Apr 28, 2008, 6:14 pm
#65
FlyerTalk Evangelist
Join Date: Aug 2007
Location: SEA, but up and down the coast a lot
Programs: Oceanic Airlines Gold Elite
Posts: 20,415
Why don't airlines work on upgrading a "mirror" site and leave the old in place until they are ready? Then just dump the old and replace it with the "mirror"...........
Apr 28, 2008, 6:28 pm
#66
Original Poster
Join Date: Sep 2002
Location: Bainbridge Island, WA
Posts: 8,967
Just out of curiosity...are these system issues affecting what a CSR can see in our account?
I am at a critical day or two out to reserve 2 AS partner award tickets to Europe.... is the CSR going to be able to see I have enough miles?
I am at a critical day or two out to reserve 2 AS partner award tickets to Europe.... is the CSR going to be able to see I have enough miles?
Apr 28, 2008, 7:55 pm
#67
Join Date: Feb 2004
Location: Puget Sound Area USA
Programs: DL PM, DL 2MM, UA 1P, AS, HH, SPG, Marriott Gold
Posts: 75
I've been on the phone for 40 mins with CSR trying to get a change to a purchased ticket. Her system froze when she tried to find my ticket using my mileage number.
Apr 29, 2008, 9:38 am
#69
Original Poster
Join Date: Sep 2002
Location: Bainbridge Island, WA
Posts: 8,967
Apr 29, 2008, 10:55 am
#71
Join Date: Aug 2004
Posts: 35
Contact Customer Care
The My Account problem has been going on too long now and I encourage everyone who is concerned to contact Alaska's Web Customer Care. The best way to do so is by email and this can be done by bringing up the My Account site (you won't be able to log on) and select "Contact Us." Or go to:
http://www.alaskaair.com/as/www2/hel...cts/HelpMP.asp
And select "Contact Customer Care."
Voice your dissatisfaction and express your frustrations. Believe me this will be heard and more effectively than a phone call!
What should have been done in the first place was to run both the old and new systems at the same time. This would have allowed them to get the "bugs" out without disrupting the total system! Someone was not thinking the transition through.
Alaska needs to act on solving this problem immediately or it may become a serious matter in the long run.
http://www.alaskaair.com/as/www2/hel...cts/HelpMP.asp
And select "Contact Customer Care."
Voice your dissatisfaction and express your frustrations. Believe me this will be heard and more effectively than a phone call!
What should have been done in the first place was to run both the old and new systems at the same time. This would have allowed them to get the "bugs" out without disrupting the total system! Someone was not thinking the transition through.
Alaska needs to act on solving this problem immediately or it may become a serious matter in the long run.
Apr 29, 2008, 11:02 am
#72
Join Date: Nov 2003
Location: Richmond, BC, Canada
Posts: 1,511
I am sure Alaska Airlines is completely aware of the situation and frustration it has caused to customers and are working to solve it. Complaining now won't likely result in a quicker fix, just more email to handle. The only positive maybe that they throw a few bonus points the complainers way.
Apr 29, 2008, 11:33 am
#74
Moderator Communications Coordinator, Signatures
Join Date: Apr 2001
Location: deep within the Eskimo lair
Programs: TubWorld, Bar Alliance, Borratxo Legendarium
Posts: 16,968
I'm working with 3 different departments to get up an information page on the website, and will have some information to post here on Flyertalk as well.
What I know now, is that our project team, all of our contractors, and two of our vendors are working on the issue.
Online award levels and change fees will be charged through the call center until further notice. Loyalty marketing has assured me that members who lose online booking bonuses by having to go through the call center will be made whole. When I have more information, I'll let you all know.
Unless you have an immediate travel or redemption need, we ask that you be patient with us and stay off the phone lines, email, and not try to log into your My Account every 15 minutes until we get things up and stable again.
There will be plenty of time to file your complaints once the system is back up.
Apr 29, 2008, 12:18 pm
#75
Join Date: Oct 2007
Location: LAS
Programs: Marriott Plat, Hilton Diamond, Hertz PC
Posts: 273
"These honors mean a great deal to us as they are based on the votes of frequent flyers — those truly dedicated road warriors who know the ins and outs of travel, and who appreciate Alaska Airlines' unique blend of customer service and technological innovation" — Rick Rasmussen, Alaska Airlines Director of Loyalty Marketing.