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Wednesday, June 10, 2009

Poor website design

I have recently issued a ticket for my next family trip to Japan. There are two international sectors and one domestic sector in the itinerary. When I went to JAL website and tried to print out my e-ticket, I kept getting an error saying the system is not able to display my ticket.

The error screen:



At first I thought their system hasn't been updated since I have just issued the ticket through a travel agency in Hong Kong, so I waited for a while and tried again, again, and again...Finally I noticed there's a fine print at the bottom of the page:




So I finally realized I am not able to use this feature. This sucks! I booked the entire itinerary under a single PNR and all of my flights are operated by JAL (in fact I refuse to fly on CX even though their flight to KIX departs in the morning LOL). I bet I am not the only one having this problem. Here are my complains/questions:


  1. Instead of disabling the print function on their site, why couldn't they just have a separate button for each ticket? In fact, I don't understand why it has to be issued on two separate tickets at all (well, this could be my travel agent's fault)!
  2. Instead of displaying a generic error message, they should have displayed a specific error saying you can't use this service because you have more than one ticket in your itinerary.
  3. They should have highlighted that remark at the bottom the same way they do below.




Just put it in a yellow frame like you did to the message displayed on the top of the SAME page and people will pay more attention to it. And the remark should move to the top of the page too. For people with small/low resolution screen and have multiple people under the same booking, they won't be able to see the remark unless they scroll down. They probably would have given up before that LOL.

This is just a painful experience. Definitely JAL has some work to do to improve the whole e-ticket experience. Time to apply some of their universal design concepts to their site. Hopefully it will get better when they fully roll out e-ticketing in their domestic network this summer. For now, I will have to live with the ugly receipt the travel agency sent me, which I definitely do not get use to. It took me quite a while to figure out what my fare basis is LOL


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