This twitter thread is about the worst User Experience I had which ended up me losing the flights for this weekend and some money. I don't want any other @airBaltic customers to experience the same situation. 8 atbildes

Julia Putnina
(2019-09-23 14:21:39)
@twitter
This twitter thread is about the worst User Experience I had which ended up me losing the flights for this weekend and some money. I don't want any other @airBaltic customers to experience the same situation.
Julia Putnina
(2019-09-23 14:21:41)
@twitter
I tried the new option to pay for tickets in 2 installments. Image attached shows that there is clear info that you can pay only by payment card and when it needs to be done by. However, it's not super clear that it is, not an automatic payment. https://t.co/Y6glB2iY8e
Julia Putnina
(2019-09-23 14:21:41)
@twitter
If you check the block of text below the price, that's where the manual payment is mentioned. But I would argue it is not prominent enough. Even the simple title of IMPORTANT INFORMATION in capitals would grab users' attention to this block of text.
Julia Putnina
(2019-09-23 14:21:42)
@twitter
The other issue is that after purchase, there was no e-mail sent with reservation or information that 2nd payment will be manual. So from 8th August until yesterday, I thought I had my flight sorted.
Julia Putnina
(2019-09-23 14:21:42)
@twitter
When checked e-mail yesterday, I found 2 emails in my SPAM folder. On 4th September saying that I have only 3 days to pay my 2nd payment. On 7th September an e-mail with cancelation and clear info that I won't get my money back. That was prominent. :)
Julia Putnina
(2019-09-23 14:21:42)
@twitter
If this information is so important, there should be more things in place to make sure that users don't miss it.
Julia Putnina
(2019-09-23 14:21:42)
@twitter
Simple changes: send a reservation confirmation email with clear info that 2nd payment is manual + add a google calendar reminder option. Make the sentence about manual payment on the webpage in bold + add title. Even better, add that sentence next to the date when to pay by.
Julia Putnina
(2019-09-23 14:21:43)
@twitter
The best solution, of course, would be to make sure that this payment reminder is sent via text message. Otherwise, it feels like it's made for users to fail. Lose money and flight.
Julia Putnina
(2019-09-23 14:21:43)
@twitter
I'm really disappointed that I cannot visit my family this weekend who is in poor health at the moment. I hope the UX team at Airbaltic does some more user research for this process and makes it more transparent. #badUX #UX #servicedesign #becareful

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