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26. Februar 2009

Ryanair – kundenUNfreundlicher geht es nicht

Wie heute in der TimesOnline zu lesen war, hat sich ein Blogger über eine Fehlfunktion auf der Buchungsseite von Ryanair beschwert – per Blogpost:

Ok, As I was booking flights down to cork for the blog awards, I noticed something a bit strange. When I went to change my flight times, all of the prices on the flights had changed to “Total Cost of Flight 0.00” […].

In den Kommentaren entstand wenig später die folgende Unterhaltung, die richtig deutlich, nahezu extrem deutlich zeigt, was passiert, wenn ein Unternehmen sich keine Social Media Strategien zurechtlegt…

Ein Angestellter von Ryanair hat hier unter dem Deckmantel der Anonymität in einem großen Unternehmen einen RIESEN IMAGESCHADEN FÜR RYANAIR produziert… der schließlich mit etwa 300 Kommentaren auf verschiedenen Blogs, vielen vielen Tweets und einem Artikel in der TimesOnline endete (!!):

Ryanair Staff: jason! you’re an idiot and a liar!! fact is! you’ve opened one session then another and requested a page meant for a different session, you are so stupid you dont even know how you did it! you dont get a free flight, there is no dynamic data to render which is prob why you got 0.00. what self respecting developer uses a crappy CMS such as word press anyway AND puts they’re mobile ph number online, i suppose even a prank call is better than nothing on a lonely sat evening!!

Jason Roe Says: Hello Ryanair staffer .. I have not lied, I found a bug in your site that allows a user to see a 0.00 price listed beside a flight. Yes, I have cleared a session, but you have not prevented session jumping! I hope to god a Ryanair management type reads this. Crappy CMS such as wordpress .. its a blog? I put my mobile phone number online as im a freelance developer. At least I provide a phone number on my website, no premium lines here 😉

Ryanair Staff Says: Hehe – I found a bug that lets me show anything I want on your site. All I have to do is put something along the lines of javascript:void(document.write(’hehe’)) into the address bar, and I can do whatever I want with your site ( or indeed any other site ). I’m not sure what you think you’ve achieved here – that wouldn’t have gotten you through to the back end. You wouldn’t even have been able to enter passenger information. You must never have seen a decent exploit, if you think this is something worth bragging about. There is another exploit you could try – wait until we’re running a promotion when we give away a million odd seats for free anyway.

Jason Roe Says: Hello @ Another Ryanair Staffer. I’m just highlighting a bug, no big deal like… take it like a man, say thank you and fix it. Problem solved. Im hardly looking to find hard-core exploits .. I’m a customer, who found a fuck up and wrote about it.

RyanAir Staff Says: Jason – You didn’t actually discover a bug on book ryanair. You changed some numbers on your own screen tricking yourself into thinking that you could get a free flight, without actually succeeding.Well known for years, and many others have tried it, ending up paying the full price for the flights after all. All good income for Ryanair. (Not good enough effort for a “project” I’m afraid)

Jason Roe Says: OK, now come on.. You have bad code and haven’t locked down your sessions, thats a bit different to me changing “some numbers” on my screen. Think of all the other potential customers who stumbled across this same issue and cancelled a booking because of it. Time to grow up a bit and take it on the chin.

RyanAirStaff Says: Website is not perfect, Life is not perfect… If you would work in your pathetic life on a such big project in a such busy environment with so little resources, you would know that the most important is to have usual user behavior scenarios working rather than spending time on improbable and harmless things. We very well know about these anomalies and unless it is not critical we are not going to sacrifice time to this. If you would be a serious programmer you would know these things and would not post any of this on the web if you would think it can cause us troubles, but you would report to us directly. Even you did not discover anything major you are still trying to benefit from this. If I would be you I would think of consequences this can have. If you would be a serious developer you would work out your About page as well. Or is this really about you? What is that bunch of links there? I could give my review of those websites and it would not be positive probably, but really I don’t know if you actually worked on them or what exactly you did and how big influence you had to make changes there. So keep working on yourself and don’t post bollocks.

Die ganze Unterhaltung findet sich hier. Ach ja… zuletzt noch die höchst qualifizierte (Achtung Ironie) Aussage des Pressesprechers:

Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy in corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again. Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel”.

Aua. Besorgt euch Social Media Kompetenz liebe Ryanair Leute, könnte helfen, solch ein Deseaster zukünftig zu vermeiden…

Daniel Amersdorffer

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Ryanair – kundenUNfreundlicher geht es nicht

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