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Ryanair customers hit by website problem

Second glitch for new system.

Article comments

Ryanair’s website has been hit by a second system glitch since the airline launched a new bookings system in February, causing difficulty to customers attempting to buy tickets.

It is taking customers up to a minute to switch pages on the site owing to the problems, Ryanair said, and a number of them are not receiving flight confirmations because payment authorisation is being delayed.

Some customers are also unable to check in online, leading Ryanair to waive its usual airport check-in fees while the problems are occurring.

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The news follows problems experienced in February after Ryanair moved from the Open Skies booking system to New Skies, both widely used industry systems from supplier Navitaire. At the time it took down its bookings website for two days as it switched on the new system, and upon launch the website functioned slowly making some bookings difficult.

Ryanair did not disclose the exact technical issues in the current case. But on its website, it said: “Due to system problems, access to our flight booking system is currently slow.

“Please note that it may take up to 30-60 seconds to move from page to page during the flight booking process. Although the booking process is slower than normal, bookings can be completed, but the delivery of the confirmation travel itinerary may be delayed.”

It advised customers to write down their confirmation numbers from the website, rather than waiting for an email.

The airline is understood to take up to 98 percent of its bookings online, and is reliant on the system to process bookings efficiently, analysts have noted. One industry analyst said: “This problem has the potential to cost millions of pounds worth of bookings if customers go elsewhere.”

Robin Goad, analyst at competitive intelligence website Hitwise UK, said that while it could be a costly error, many of Ryanair's routes were not covered by other airlines, meaning that customers “may wait and try again”. He added: "Ryanair has a strong brand and this could help. But people have a short attention span."



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Comments

Jeremy said: No NO They do not waive that fee- at Reus airport They have no mercy no exceptions

pauline grant said: tried at least 6 times to buy tickets but website unchecks boxes as you go through pages so its impossible to buy any tickets phoned them - they said clear out cookies done so but no difference Very frustrating

mike said: unable to get past terms and conditions box tick it and it unticks after pressing continue two days trying very

Sheila Carr-de Avelon said: August 10th 2008 I see that Ryan air are cancellng 1000s tickets which were not booked directly on their own web site Along with lots of other peope I have had problems using the Ryanair web site and after many unsuccessful and frustrating attempts I booked one flight with another airline and a second flight through phoning a travel agent who somehow managed to book the Ryanair flight for me I am now worried in case this bookng is one that Ryan air is to cancelHow utterly dispicable of them in view of their own knowledge of their web sites problems to take this atitude Surely people would have prefered to used their site as that would have been cheaper Where can people complain about this injustice as Ryanair dont have any option on their site for you to contact them

Ryanair Fan said: Ryanair is losing millions in revenue as potential passengers abandon the booking process Their warning that it may take 30-60 seconds to switch pages must assume everyone is on an uncontended broadband connection The damn thing just freezes for 20 minutes everytime I try to book

Ryanair Fan said: Ryanair is losing millions in revenue as potential passengers abandon the booking process Their warning that it may take 30-60 seconds to switch pages must assume everyone is on an uncontended broadband connection The damn thing just freezes for 20 minutes everytime I try to book



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