Join our Golden Ticket Hunt
Friends of Covent Garden invited to get to know our new website with a Golden Ticket Hunt.
You may have noticed that on 25 April we launched the new ROH website. Over the last four weeks we have had our heads down, working on the inevitable issues that arise when delivering complex digital projects. We did a lot of testing, but as anyone who is involved in this type of work knows, exhaustive testing is impossible. This is why we have given ourselves plenty of time between booking days, so that we can iron out as many creases as possible.
We want the site to be in the best possible shape for the Friends of Covent Garden booking days on 12 and 13 June, which are followed by public booking in July. Before launch we invited a small group of the Friends of Covent Garden to come in for a sneak peek of the site and give us feedback, we also asked design students from St Martins College to tell us what they thought, so we could get a broad spectrum of views.
We had conducted extensive mechanical testing, using computers to simulate purchases, but there is nothing like the real thing, so a couple of weeks ago 3,000 students took part in a test booking. We are now going to up the stakes and invite Friends of Covent Garden to come to the website for a Golden Ticket Hunt. The aim of the Hunt is to allow the Friends to familiarize themselves with the new website before a real booking day, and offer a chance to win some tickets as a way of saying thank you. We use various monitoring tools to see how our website behaves and these sort of live tests with real people will also help us to get an idea what we can expect on a busy booking day.
We would like to thank everyone for their feedback, support and criticism, this helps us improve the service we offer. Of course, we can’t do everything overnight and a project team meets every week to discuss and prioritize development. We are currently working on a new online shop, which should be ready soon, and many other tweaks and features are in the pipeline.
Ticket Hunt details
Friends who participate in the Golden Ticket Hunt will be entered into a draw to win a pair of Orchestra Stalls tickets for either The Royal Ballet’s The Firebird Mixed Programme on Saturday 29 December or The Royal Opera’s new production of Nabucco starring Plácido Domingo on 20 April. The first winner pulled at random, will receive the ballet tickets, the second the opera tickets
The Hunt will begin at noon tomorrow, Friday 1 June, for two hours only. We will be monitoring the process, to ensure that any glitches are resolved before Booking Period One Friends’ booking opens. Friends will be able to enter the Hunt via links they receive in an email from the Royal Opera House later today. They will also be able to sign in to see the links on their account page, but these will only be visible for the duration of the Ticket Hunt. There is a ticket limit of two per performance and please do not try to add real performances or donations to your basket as you will not be able to complete the purchase.
Before the booking starts I would recommend that you read the Help pages or check the user guides below. If you are using Internet Explorer 8 you will have a better online experience by downloading a plug-in.
The site is very new and we hope you like it, it will be constantly developing over the next 12 months and we will keep you updated on our progress.
User Guides
How to sign in and manage your account (PDF)
How to purchase tickets online (PDF)
How to choose your seat (PDF)
Interesting project.
You ask Friends to participate but do not indicate how!
Hi Julian
There's a line in the post that explains that an email containing all the details will be sent to Friends of Covent Garden this afternoon.
Best wishes
Ellen
The new system seems to work very well. I had no problems "purchasing" the tickets. A lovely change from purchasing real tickets on 23 April.
I was unable to book two tickets ( two adjacent seats) and had to re-enter site to book the second ticket
This is going to be a disaster. The first invitation is to "sign in". Still "loading" after 20 minutes. That's going to be great on 12 June, isn't it? It'll reduce Friends to tearful, gibbering wrecks ....... So, I can't participate in your "competition" to win ballet and/or opera tickets because I can't get beyond first base! The omens are poor for any tickets that I may attempt to book on 12 June. GMW
Dear Geoffrey
Sorry to hear that you are having trouble loading the account page - one of the reasons we are running the Ticket Hunt is to encourage Friends to log in ahead of a real booking day to see if they have any problems with the system.
What you are experiencing may be a network problem or a browser issue. If you try to log in a second time and have the same difficulty, have a look at our Help page: http://www.roh.org.uk/help for information about which web browsers work best with our website.
If you continue to have problems, please send us a message via our Contact Us form: http://www.roh.org.uk/contact.
I was totally confused by this website. As instructed I 'signed in' but was then told that I was already nregistered but with no instructons as to do what next.
The site where I am asked to choose a booking on dates that say no booking is possible is very confusing.
Too complicated or too over-simplified - I am not sure which
I tried to do as you asked and do a phantom booking but it didn't work because after I booked a ticket I went to the payment page.
After I signed in I went to a home page which did not have a Fictional Booking link, or any link like that so I went to What's On as it seemed the only offering that would lead to a booking. I'd say your test didn't work but I was able to book an actual ticket easily.
It is not possible to take part in the Ticket Hunt until noon tomorrow, and the competition will remain open for just two hours. I've now highlighted this in the text of the blog post so that it will hopefully be clearer. If you attempt to buy the phantom tickets outside this period you will find that they are unavailable.
We are aware that some Friends won't be free to participate during this time, and we are sorry if this leads to any disappointment, but there are reasons why we need to limit the duration of the Hunt.
I am extremely disappointed that the invitation to take
part in the "Hunt" has only arrived today, and is only
available for 2 hours tomorrow. I imagine most people
will have planned their day tomorrow (especially as
there are many events taking place as part of the
Queen's Diamond Jubilee). I am not impressed and consider it most unfair! Mrs. J. Woods
Mrs. J. Woods
The new system I used in the last booking period on 23rd April and I HATED being asked to book by price and if one doesn't like the seat then one has to book another and cancel the first. It was MUCH simpler when one simply hovers the mouse over seats and choose one first in area wanted and then the price - all in the ONE transaction. PLEASE let us go back to that.
I will try the Golden Hunt tomorrow in case things have improved with more testing.
What you describe is the Best Available function that we had to use temporarily during the transition to the new website. It was never intended that we should adopt that approach permanently. I hope that you will find the new website easier to use.
Like Rome Godwin, we loathed the inadequate book-by-price system which meant we wound up buying fewer tickets than usual for fewer performances than usual in parts of the auditorium we don't really like. If we can book the seats we want at our local cinema, then surely the ROH can get this right. Now. Please
I doubt if your 3000 students were at all typical, us old hands know what we want and have learnt the vagries of your old system.
Which worked extremly well in my opinion, I only hope you havent broken a perfecly good search engine.
My one gripe with your system has been cast list, Emails have invited me to view the cast list and unless it was very late at night i have had to go through co.,mplex lex levels to find what i wanted.
I feel compelled to comment to counter-balance the negative comments posted. The proof of the pudding, as they say, is in the eating, but this is a good idea and I welcome the chance to test out the system which, ROH has already said will allow customers to select their own seats in future. Good luck with the new system ROH. I'll be on the site at 12pm with my fingers crossed!
We bare on holiday in San Francisco and would have liked to take part in the hunt but it is open for such a limited time it means we would have to get up at 4 am!
Not fair
A single trial of just two hours really is quite unrealistic for people who have lives to lead. Please make this trial available for other periods on a different day, in an evening, at the weekend, etc
Dear Judith and Vijita
Our reasons for running the trial for a limited period during the week are as follows:
- we wish to simulate the large numbers of people who visit the website in a short period during a booking day. For this the time should be limited
- we needed to do this during the week so that large numbers of Box Office staff would be on hand to help
- many people find a weekday lunch an easier time to book than over a weekend
Unfortunately, it isn't possible for everyone to take part, but we hope that many Friends are able to try out the system.
Best wishes
Ellen
Hello, my attempt to register for the opera Golden Ticket simply didn't work. I signed in, had confirmation of my name and mebership level, then all performances came up as "not on sale" and I couldn't do anything. What have I done wrong? James Rowe
We will investigate this difficulty James, but you will be entered into the draw. Thank you for your feedback.
Not working.
I signed in but there is no facility to enter my membership number. I went to the ballet page and followed the links to the Golden ticket page but was sent round in circles with 'tickets not on sale until June 1st (it is June 1st!)
Don't pay the contractors!!!
Dear Mr Annells
Visit our sign-in page to access your membership account before you start selecting tickets: https://www.roh.org.uk/signin. You should then be able to participate without any problems.
Best wishes
Ellen
I just tried it and it worked wonderfully. It took about half as many clicks as the old site did. So far, I'm very impressed. Hope it works as well on the day.
I have just tried to select ten different tickets for the phantom opera, it being past noon. Nine of them produced an "unknown error" and one "ticket no longer available". Good job I don't fancy any of the operas in the next booking season.
Got as far as selecting tickets and then error appeared as soon as I clicked on Add to Basket so I hope I will be entered for the Draw. Very much improved method of choosing seats.
Everyone who has failed to complete a transaction but leaves a message to that effect on the blog before 2pm will be entered into the draw. It does not matter if your comment is approved before then - what is significant is when you post it.
Many thanks
Ellen
Worked brilliantly: fast and easy to navigate. I shall be delighted if it's like this for the upcoming Friends' priority booking period.
Booking system falling over - completely unable to add tickets to basket ..................
The new website was really easy to use and I hope it all goes well at the next booking period.
Disappointing that so many people didn't read the message!
When I choose "select best available" and ask for one ticket, I get a message saying "can't find one seat together, try choosing fewer"
How do I choose fewer than !"
Thanks for the feedback David, we are looking into this.
Opera booking appears to be working, Ballet not....
I tried three times to fictionally buy two tickets in the Orchestra Stalls. I was informed of a Systems Error each time. It doesn't work . Over to you!
It's now 12:10 and I can't see any links to the Golden Ticket Hunt !!
If anyone cannot see the links to performances when they sign in this is what they should do:
- select their name from the link at the top of the page
- they will then see their account page
- this shows the links to the Golden Ticket Hunt performances
Come back to us with any further problems. User guides can be found on this page: http://www.roh.org.uk/help
Best
Ellen
Not working for me - stuck with an egg timer when I click add to basket
I 'm using the chrome browser and I've found some problems during the booking process. 1) The images of boxes are not loaded. 2) The booking process finishes with a submission error when the seat is added to the shopping basket.
All worked fine it seemed, until the 'go to checkout' ..which then comes up with 'unknown error'. Hope it works next week!
Best wishes to you all.
Nick
I have tried booking for both the ballet and opera a few times but each time I have clicked the "add to basket" button, I receive the message "submission error - unknown error."
If you received submission errors before you may find that things are now working ok. If anyone can pass us feedback as to whether or not there has been a change we would be very grateful - we are now extending the test to 3pm.
Page hangs after selecting seat and clicking add to basket.
Tried twice.
My comment was also rejected the first time as I was submitting too fast!!!!
Do you want the feedback on this page? if so:
A worrying number of "Submission Error" messages when trying to add seats to my basket. By changing dates I eventually manged to "buy" two tickets for each event, but I couldn't buy my first, second or third choices of either. I have taken screenshots of the error message - so if they would help you I can email them to you.
Dear Fiona
Thanks for that, do email them via website@roh.org.uk
Cheers
Ellen
I selected my tickets but nothing has happened for over 5 minutes apart from the seating plan going dark and an arrow circling
I succeeded but only after several attempts booking seats that looked available but then there came up a notice saying that there was an error - "request fewer than 1 tickets" etc. Previously the page where you chose your seat had said "submission error - unknown errror" when I tried to add the selected seat to my basket...
If you try now you may be able to complete the booking without the submission error. If you have the time or inclination, let us know if there's any change.
OK that doesn't bode well. I got in and bought one ticket fine (perhaps becase it was at 1200 exactly). I went back to buy the second one for a dfiferent date and website has now spent 12 mintes trying to add the seat to my basket without success.
I'm using the Chrome browser and I've found some problems with the booking system. 1) The images of boxes are not loading in the left bar. 2) When the booked seats are added to the shopping basket a submission error is not reported and the booking fails.
I admit I didn't read the 'Help' notes as I wanted to use the site as it was presented. There appears to be one major problem- tickets appear to have to be booked individually ie if I want seats B45 and B46 I select B45, place it in the basket and the site moves me back to the general booking screen. It didn't appear to offer the option of selecting 2 seats before placing them in the basket. If this is so there is clearly the risk that by the time the booker gets back to the right screen B46 may have been bought by someone else. Alternatively I may be missing a trick and would appreciate your enlightenment. Thanks R.
Dear Roger
Have a look at our user guides and see if they help - you can select multiple tickets without going through to the basket.
http://static.roh.org.uk/home/booking/pdfs/purchasing-tickets-userguide.pdf
Best wishes
Ellen
Just signed in to take part in the Golden Ticket Hunt and everything worked really well. Like the new look site, especially my forthcoming visits page. Well done!
"Unknown submission error" is not helpful. What to do next??
Some people are experiencing submission errors at the moment. We are looking into this issue and will update you asap.
It is freezing when I try to add a seat to my basket. A big grey window with a circling arrow appears, but does not disappear. Now been over 10 minutes. If I were trying to buy real tickets I would be well on my way to furious by now. Its not my browser. I am on IE9.
Signed in with ease. Selected available tickets which I put in basket, then told there was a submission (unknown) error. Tried this several times for different parts of the house on different days - always the same negative result! As far as I can see, this new program is pretty useless. And pray how do I enter for the Golden Ticket Hunt now? No gold at the end of the ROH rainbow!
Dear Ray, all Friends who have posted or email during the trial have been entered into the draw. Best wishes, Ellen
I signed in and got to the ticket buying page. Choose my tickets, but couldn't add them to my basket. Went back and tried a different route, via 'best available'. Then it let me choose tickets, but if I chose 2, it said it could find 2 together, if I chose 1, said it couldn't find 1 together (!), and if I chose 0 asked me to select a number.
I signed out and came back to this page, from where it is as far as I can see impossible to get to the tickets. At least, I can't figure it out.
So I guess I have no chance of winning, which is super-annoying, since you invited me. And I look forward with dread in my heart trying to book on the 12th.
Dear Paul
All Friends who flag up their difficulties on the blog will be entered into the draw, whether or not they are able to complete their transaction.
Thanks for your feedback.
Ellen
Had great difficulty actually finding the Fictional links. Eventually found them but do not ask me to repeat the exercise.
Have already sent an error message re being shunted out of the process when trying to finalise the purchase.
I think a message on screen at the seat selection stage to the effect that each seat selection requires a separate use of the select button would help other people.
Otherwise the site appeared quicker in activation than previously.
Tried 4 times and every time cannot get to 'add to basket' . Get error message sayinjg' unknown error.
Have loaded Google Chrome but to no avail. Really worried that this means I won't be able to book the tickets I want on 12 and 13 June. Please provide reassurance! Susan
Dear Susan
The idea behind this Ticket Hunt has been to enable us to iron out any problems ahead of the real booking days and we are hopeful that this will be the case.
Best wishes
Ellen
I think there are still some issues with the website.I have tried to purchase tickets on 2 different pcs. The first uses Safari 5.1.5 as the operating system. I was able to select tickets but not add them to a basket. The second - a work laptop - uses Internet Explorer 7 (I note that this is not supported by the new website) and I was able to purchase tickets for the Ballet production (via the 'select best available' option) but not for the Opera production, which returned a message that insufficient tickets were available.
I'm using the Chrome browser and I've found several problems during the booking process. 1) The box images are not loading in the left bar when they are chosen. 2) When the seats are added to the shopping cart a submission error is reported and the booking fails.
I must to use a Mozilla browser in order to post in this page, it seems the Chrome browser is not working properly
I clicked the link in the email at 12.05 and put in my usual ID, which gave me the test website. There was no choice of price or sub-section in the Balcony. I tried to book two tickets. When I clicked on the adjacent seat as well, it removed my first selection, but showed it as unavailable or sold. I tried several times, but this kept happening. I decided to proceed with the purchase of one seat, but my selection did not appear in my basket and I could not go to checkout. Not a successful trial! Goodbye Golden Ticket draw, too!
Dear Ann
All who emailed us or commented on the blog during the hunt to let us know that they were having trouble will be entered into the draw. Thanks for the feedback.
Ellen
Have just used the informatiion in your Golden Ticket Hunt email. I first signed in at 12 exactly and everything went smoothly and got my email confirming the opera ticket request.
I then went back in to try the ballet option, this was at 12.12 this again was at first a smooth procedure however after adding the ticket to my basket and clicking at 12.23 the screen is still trying to process the application!
Not having used the process at peak demand time before is this to be expected or was this one of the issues you were trying to resolve?
Thanks for the feedback. We will look into what the issue was.
I'm using the Chrome browser and I'm getting the submission error...
I signed in with no problems and got to the choice of dates, then to seat selection. The first couple of times I chose my area, the site froze and crashed; third time slightly luckier, but it took an age to work. Worst of all, why oh why can you book only one seat at a time?! This is completely ludicrous and I trust will be changed before we actually have to use the new booking system.
I have been trying for over 30 mins now to book fictional seats for both the ballet and opera - both without success. I was not allowed to book two seats and then not even a single seat - anywhere!
I've given up; sorry. Hope you are able to sort it out soon!
Regards,
Anne Rodway
Thanks for attempting.
I am afraid it just does not work as I could not get beyond "add to your basket" where it just did not move for 15 minutes. I do not have the time for that so tried again and it froze. I could only buy one ticket which is not helpful. Logged in around 12pm today.
I signed in, clicked on each of the feeds for the ballet and opera test bookings. Selecting the seats was OK but it is unclear how you book more than one seat i.e. do you select the first seat and then add that to the basket or do you select both seats and add them to the basket. On the ballet booking I had to do the former and on the opera I managed to do the latter. However in all cases the feedback was submission error but no indication why. If this is for real it would be unclear whether I had made a booking or not
Clicked on "Add to basket". Circle symbol has been twirling for five minutes. In other words the system doesn't work. No change there, then.
And also errors while posting a comment on here :(
Hello Chantal,
The error when posting a comment was due to a high traffic in the website and a conflict between the WordPress and the Elastic Load Balancers of the Amazon AWS platform.
We have already fixed this bug and we will publish it soon.
Thanks for your feedback.
Joan Mira (ROH Digital Developer)
I also got an "unknown submission error".
By the way, on this very page: "Connect with Facebook" is surrounded by the tag - I think you do not want that.
Thanks Marta. We are also looking into the issue with Facebook - we think that they have just updated something at their end and it has affected our system.
Hello Marta,
The issue with the tags surrounding the facebook button was due to a temporal failure in Facebook's servers.
Thanks,
Joan Mira (ROH Digital Developer)
I'm colorblind and it's very difficult to see what places I've already selected. Suggestion: make selected/unselected colors more different, Ballet worked. Opera not. And Best seats says that cannot find 1 contiguous place. Also got submission errors.
1. I eventually located the Fictional Links with great difficulty do not ask me to repeat the exercise.
2. Have already sent an error message re failure of the confirmation page.
3. A message on screen that the select button must be used for each seat choice.
4. Overall the website seemed quicker than before despite my broadband service being slow today.
All the fictional bookings done straightforwardly. Very efficient and intuitive booking system. Visual part with pictures and seat location has been improved, which is very good
Thanks
Had the submission error. Logged out, closed my window, before opening up and logging in again. I could then go through to making the booking but 15 minutes on I have not yet had confirmation via email (checked spam). Tried to repeat and had the submission error again.
Ok so after a few minutes deliberation I figured out how to participate through 'my account' but it wasn't totally obvious. I managed to select tickets but I could not proceed to checkout. Was It supposed to show the basket with the tickets?? How do you enter the draw if it just comes up with an error message and takes you back to the beginning of the process? It was fine as far as I got but then it fell over.
Thanks for organising the test - a very good idea.
Overall: an impressive system, greatly improved over the previous one. Much easier to use and to view, and I particular appreciate the way that a seat selection automatically brings up images of the seat and, most importantly, the view from that place.
Not everything was as smooth in the execution of the purchase - when I tried to put my selection in the basket, I got a Submission Error sign, with Unknown error as cause.
This was on the Opera purchase at around 12.05. Eventually I succeeded in making the purchase.
Then I tried Ballet but, at 12.12, I again received Submission Error, with Unknown error as the cause. I tried again and got These tickets are no longer available. But after that I kept getting the Submission Error sign, and gave up by 12.20.
Doubtless this is something that can be resolved, but I should stress that, for me, the worst problem with the previous booking system was not the sometimes enormous wait to get access, but the way in which you could finally select the desired tickets for your basket and then, in the process of trying to pay, lose them completely.
So for your new system to be a success, it needs to be fail-safe in the execution of the purchases.
'Unknown error' when trying to add to basket! All looks pretty - but does not work yet!
Hopeless!! No mention of 'Joint Friends'.
When trying to book I got the message that there was a problem as my ticket limit had been reached.
Confusing categories: First list semed to be for anyone and then were categories of 'Friends'
No log on required.
can the seating plan open in 'full view' ie all seats in say the amphi viewable at a glance without the need to de-magnify or move up/down screen , so that one can see all seata available from a1 in lower slips to the back row of amphi . I also miss the 'month at a view' showing all productions ballet and opera on each day in each theatre . i do like casting info on current diary booking sheet . keep at it !!!
Thanks for the feedback.
cant even post comments - it tells me "to slow down"!
Hello Martin,
The resolution of this bug has been posted here: http://www.roh.org.uk/news/join-our-golden-ticket-hunt#comment-57
Thanks for your feedback,
Joan Mira (ROH Digital Developer)
I have used both the ballet and opera test bookings. The ballet link worked well but the opera link stalled once I had selected a seat and would not go any further. I had to log out and then back in again 5 times before it would go right through the booking process. I finally managed to test both links but have not recevied the confirmation emails as yet as per the instruction email, but perhaps they are not sent until the test periods ends at 2pm.
Regards
Erika
I have the same submission error problem - using Firefox and XP
It worked at last, after some persistence. It's not intuitive. I think you need more links on the sign in and home pages - big buttons to help users navigate. The current UX is still clunky.
Having booked 2 ballet tickets (#3672587), couldn't "continue shopping" to the opera - taken back to main current page. Worked round to opera then got "unknown error". No confirmation email yet. Don't think it was clear that one had to book one seat at a time using "select seat" and when the seats were allocated to the basket (though I can guess).
Once I'd logged in using your link in the email, it all went smoothly and I was able to book my ticket. The upper button (Proceed to payment) on the first page of the basket didn't work, but the "Carry on shopping" and the bottom "Proceed to payment" button did. I'm using Google Chrome from an iMac running OS 10.7.4.
I've tried twice to book phantom tickets for the ballet, as instructed, and got as far as putting my choices into my basket, and there the system stuck.
Good luck:-)
Second attempt. This time I managed to select two seats, but when I clicked on 'Add to basket' there was a screen with 'Submission error'.
I completed the opera 'booking' with no difficulty, but the ballet link repeatedly showed 'unknown error' when I tried to add the purchase to my basket.
Nothing happened after I pressed 'add to basket', except the seating screen went dark and the arrow started circling. After 15 minutes I went back a stage. I tried to select seats. The first seat was easily selected it took over a minute before I could select the second one and then I pressed 'add to basket' and the same thing happened. I am glad this was not for real!
Signed in, asked for two tickets "best available" in the house it reported there were no two ticets together.
Went to select my own tickets -- tried amphitheat4re where we usually sit virtually whole rows free so the previous error mesage was wrong.
Selected two tickets in Row R at edge of row add to basket with error message "Unknown Error"
The feedback link in the email keeps bringing me back to this page -- was that what it was intended to do ?
Click OK takes me back to the select tickets page. Rather circular really.
Every time I click on “Add to Basket” I get “Submission error” with “Unknown Error” in the text box. Also it seems you can’t select more than one seat at a time. Does this mean that when trying to buy adjacent seats, you may be in conflict with someone else interested in the same seats and so having reserved one seat, possibly be unable to reserve one next to it even though that second seat was apparently available at the time of reserving the first seat?
I have tried the new booking system twice today. It did not work for me. Both times after I had selected a seat I saw a ghosted image with the rotating circle and nothing further happened.
The Friends email said we could book both or either of the productions. I had trouble adding both into the basket, so had to book them as two separate orders. Why is this? Using the 'select your own seat' option, the website just hangs when trying to add a ticket to a second production. When using the 'best available seat' option for the second production, I got this message: "There was a problem with your request. We could not find 1 tickets together. Try requesting fewer tickets, or select a different area."
Impossible to follow instructions to progress
There was a problem with your request
You have reached your ticket limit.
got the above message!!!! seems like there are still problems.
I'vetried twice to book ballet tickets and got as far as putting my selections into my basket and there the system stopped.
CHD
I managed to book and purchase one opera ticket but when I clicked the link to the ballet booking I got an error when adding the ticket to the shopping basket for the ballet.
All the doom and gloom merchants complaining yesterday - if they had read the notification properly they would have seen the trial booking was between 12 nad 2 TODAY. Anyhow, just done it and it went smoothly (I think) both Opera and Ballet. I hope it's as smooth next week!
I tried to 'book' two tickets for Fri 17th Aug at 4am (ballet) - was able to select two tickets in the balcony OK then the option to 'add to basket' left me hanging - I logged out after 10mins
Hope you can correct this.
It also seems that you have to select seats one by one rather than clicking on a set of seats and then adding to basket. Seems a long way round.
Opera booking worked fine but I haven't had a confirmation email after 15mins. Ballet booking hasn't worked as I'm getting 'submission error'.
I don't like having to click on each seat to see the price and then click again to save that seat. Why can't the seats be colour-coded to show the price band, or have a pop-up when hovering over them?
The default zoom setting is very large and the slider only allows it to grow. I'm on a 24" monitor and still scrolls off the bottom of my firefox window so I dread to think what this will be like on a small monitor.
Finally, I'd like to say that I'd much prefer that instead of making fancier graphics you spent your time fixing the system so we could book easily and quickly instead of the current nightmare of having to sit watching a screen for an hour or so while a queue counts down.
Dear Ian
Thanks for your feedback. The aim of our new system is to remove the need for a Waiting Room (or countdown). The changes to the website are profound and not simply cosmetic.
Best wishes
Ellen
Tried to 'book' using Firefox but it came up with 'submisson error' - when I re-tried, it said I had reached my ticket limit. So not clear whether I have 'booked' or not.
Once I used the link in your email to log in, everything went smoothly & I was able to book my ticket. In the basket section, the top button in the first screen (Proceed to Payment) didn't work, but the "Carry on shopping" and bottom "Proceed to Payment" buttons did. The rest of the basket was fine. I think the new "select your seat" screen is a great improvement and I like being told how many seats are left in each section. I am using Google Chrome on an iMac running OSX 10-7-4. Incidentally the first time I trieed to post this, I got a message saying " You are posting too fast"!
Got Submission error - "Unknown Error" for 20th, and 22nd dates; 18th and 19th worked well.
The error was generated when I tried to "add to basket". When I went back to view the area again the seats were no longer available. Hope this helps.
I like the new site - a great improvement.
Re golden ticket trials, I had to have a few goes in order to succeed, the first couple of times the system seem to just stall after selecting enter basket - probably coincidence but it worked fine for the first of each of the five days, but kept stalling for the last day?
I am sure it will be fine on the 12th
I was prompted by your email received yesterday to test the new ordering system today. The lay out is good and gives the impression that it should be easy. However you can not choose more than one seat at a time, prior to selection. This could mean you may end up with another person possibly selecting the seat that you intend to choose next. So I ended up getting one seat. All other attempts failed at the add to basket stage when the system went into limbo. Even when I signed out and signed back in.
Still in limbo as I post this comment. Me thinks it need more robust testing prior to going live.
You get sometimes mixed content on the https page, forcing you to accept the unsecure content.
Also received the 'unknown submission error' message, but after logging out, closing the window, before opening and logging in again. It then worked okay. I have "purchased" two tickets for both the opera and the ballet. However, after 20 minutes for the opera ticket and 10 minutes for the ballet ticket, I have not yet received any email confirmation.
Just booked tickets but it took four attempts! Kept coming up with error message hope blips get sorted out took about 10 minutes
Having started again from scratch, I was allowed this time to add my selected (opera) seat to the basket - but clicking on "Place Order" has generated an "Error Report" ("We're sorry", etc.). Why are we being invited to roadtest a system that very obviously doesn't work properly? It's a mystery.
Dear Tim
A mass booking of this sort, conducted with real users, throws up errors that you cannot hope to uncover during mechanical testing. The feedback we have received today will help us enormously ahead of the Friends Booking Days later this month.
Best wishes
Ellen
After putting selected seats into the basket, the screen freeze for a while.
I did the same thing in all area but kept happening.
It was very irritating and I strongly hope it will not happen on actual booking.
Have tried posting twice now. Last time had this unhelpful comment. "You are posting comments too quickly. Slow down."
I also have the unknown submission error, but after logging out, closing Chrome, and then reopening and logging on again it was fine. However, I have yet to receive after 25 minutes an email confirming my two 'purchases'.
Hello Michael,
Regarding the error message you received when trying to post a comment in this article, the resolution of this bug has been posted here: http://www.roh.org.uk/news/join-our-golden-ticket-hunt#comment-57
Thanks for your feedback,
Joan Mira (ROH Digital Developer)
I, too, am unable to proceed because of the "submission error" that nullifies the process. As a previous member has commented, "gibbering wrecks" becomes the state of mind, like when one's booking vanishes just at the payment stage and after a wait from 2000th in the queue from just seconds after booking opens.
I could book some areas but others stalled on the "add to Basket” stage.
I could book the stall circle for the opera and add the tickets to the basket without a problem but not the balcony. I had to close the page and try again somewhere else.
Better luck second time around. This time I signed in FIRST but even then I received several error messages whilst selecting seats to the effect that the selection had failed. Also it was not clear that one had to select each seat individually and could not choose,say, 2 seats before 'selecting'. I did not receive confirmatory e-mails although I understand these may arrive within 24 hours
After signing in successefully I chose a ballet and a date. I chose 2 seats (after realising one has to OK each seat selected seperately - clunky) and then chose a 3rd seat. A pop-up warned me that I could only buy 2 seats. The seat I had chosen had been highlighted as a larger red bullet. That bullet never dissapeared and the page wouldn't move on to the shopping basket option
I tried a new purchase and having chosen the tickets I tried to add them to my shopping basket. Still loading more than 15 minutes later.
I tried for Opera tickets and the same thing happened when I tried to add them to my basket.
I am out of time now so I have given up.
Though the basic page showing the auditorium is pretty and easy to navigate I fear that the whole experience is now worse than before. It is important that each step follows reasonably quickly from the preceeding one.
It all works beautifully. I am very impressed by the fact each seat now comes with a stage view - a massive improvement on the old site. Well done & keep up the good work!
a.
After signing out and back in again it worked on the third attempt.
The appearance is good but you need to fix the freezes. It would be maddening if this was for real.
The top button worked OK when I made my ballet booking. I do like the new membership section -- I'm not sure I'm going to book for any of the restaurants, but being able to see all my coming bookings so clearly is much better.
Congratulations on a significant upgrade. It is very difficult to maintain a site where a good chunk of your customers want to access it at exactly the same time. Kudos for organising this test simulating those conditions.
I struggled. My locked down work computer won't accept the plug-in (IE 8 - no alternative). Took me several goes to get both performances booked, with a fair amount of hanging at the Add to Basket stage. For the final pair I completely closed IE, relaunched, and that worked. Could be co-incidence.
My normal defence against our infrastructure department's hostile attitude to alternative browsers and plug-in is to use my iPad. Disaster. Unknown error at the select your ticket stage.
But overall, I do like what you have done to the process. When you get the gremlins out it will be terrific. But please address the iPad issue - PCs are dying out!
Good job
Alastair
re earlier e-mail - I tried again later and it all worked fine!
I also got the "unknown submission error" when I tried to add any opera seats to my basket. Was successful with 2 separate ballet seats but no confirmation email received yet.
I am an IE8 user and have downloaded the plug-in thing. I had actually tried to book tickets for real before that using the new system and found it painful because the seating plan was so slow to respond. It does work better now, but I echo the request above that the seating plan for the selected section should open in full view so that one can see at a glance where available sats are without moving it about.
I never had any problems at all selecting seats with the old system, it was about the one aspect of the site I was completely satisfied with. I am dreading having to use the new one for a major booking.
Followed the link to access the booking page and all went well till I selected 2 seats and tried to add them to the basket. At that point I was notified of a submission error with no indication what to do next. I went back to the booking page and tried to book in different parts of the house, always with the same result. I was using a macbook and will now attempt the procedure on a pc.
Incidentally, do you have any tips on how and when to enter the booking site to avoid being 1,743 in the queue when I press the enter button at 10.00 exactly?
Good luck in sorting out the glitches
Dear Barbara
Our aim with the new website is to remove the Waiting Room altogether. All being well, you will no longer be held in a queue on a Booking Day.
Best wishes
Ellen
I sign in, then can find neither 'fictional booking links'.
If I don't sign in and click on the links, it comes up tickets not available.
Never had a problem with your old system. Dread this new one.................
Dear Naomi
Once you have signed in, click on your name at the top of the screen to see the links to the production. Let us know if you have any further problems.
You may find our Help page useful as it includes a series of user guides: http://www.roh.org.uk/help
Best wishes
Ellen
I signed in and attemted the opera link. The first ten attempts allowed me to select a seatbut refused to do the add to basket stage. Eventually I achieved it and then everything seemed to behave as normal. However the problem of getting a selection into the basket is quite unacceptable.
The new site is easy to negotiate but, even after four, attempts, I cannot get the booked opera tickets into the basket as it keeps freezing at this point. Noting comments above, I will see if I fare better with a ballet booking.
The system would not appear to be fail-safe yet.
Kept telling me unknown submission error tried different seating areas then said seats not available finally managed heaven knows where. Hope it works better on the day!
Two problems:
1. Having booked the ballet performance on 14 Aug I tried to continue shopping to buy an opera performance but kept getting "Unknown submission error" despite repeated attempts. I had to complete the ballet purchase, then sign out and back in again in order to make the opera purchase for 22 Aug. However, I noticed that the three seats I failed to book earlier had both disappered from the seat plan.
2. You specify that certain browsers are needed. I have Internet Explorer but have no idea what version (9?, 8? etc). How do I find out? Please remember that some of us are not technically minded.
Finally, why does this page refer to 1 June as "tomorrow"? I am posting this at 12.49pm on 1 June.
Hi Stewart
Thanks for the feedback around the submission error - we are working on identifying what has caused this.
Have a look at our Help page for a series of user guides and details of what browsers will work best with the website:
http://www.roh.org.uk/help
The News story you are looking at was published yesterday.
Best wishes
Ellen
If you click on "Help" at the top of your screen and then select "About internet explorer" it will tell you what version you are using.
Third attempt: this time with ballet - worked very easily right through the process. Tried again with opera - and it also worked easily right through the process.
Tried the Opera golden ticket site. All smooth for a stalls circle front row until 'Add to Basket' which circled but would not add. Some minutes later the little circle was still circling. Went on a wander to 'Best available' which instantly allocated me a different seat in the orchestra stalls. Fair dos but not my first preference. Rest of the site looks interesting and clear with white background like BBC websites, but your sound youtube extract for prelude to Prince of the Pagodas was a nonstarter.
Thanks Wendy. What was the issue you experienced with the Prince of Pagodas clip? Was it the audio clip on the News and Features area or the video on the production page?
I tried the balet link and everything worked correctly first time!
It is thogh very confusing that the page giving acceptance of anorder has been removed so that until the email arrives one has no means of knowing whether one has made a purchase.
Further to previous comment, I then had another go with the opera choosing a different date and it worked that time. However a strange thing I noticed was that at the top of the screen it said the basket was empty when the ticket was actually there, and then after completing the transaction when the basket really was empty it said at the top one item was in there.
Thanks for all your feedback - we are attempting to fix the submission error that has been identified and are collecting your comments. We cannot publish all comments immediately as we are attempting to generate fixes at the same time.
We are very pleased to be able to run this Ticket Hunt ahead of the actual booking day as it will allow us to fully test the system and make necessary alterations and fixes.
Best
Ellen
I think it is a very good idea that ROH is giving Friends the option to try the system before the booking period opens. It works and it is very easy to use, you only have to follow the instructions, you have a pretty good idea of the view from your seat before buying it.
I “bought” the opera ticket using my ipad and the ballet ticket using my laptop, the website isn’t as responsive when using the ipad, it takes much longer. Both ipad and laptop were using thee same wifi, and the laptop is a quite and older version.
Perhaps this is something to check with the designer and see if there is anything that can be done to improve the performance when using and ipad.
Very happy with the new website and thanks for all the efforts you put into making online booking an easier experience.
I can see that for some people change is still a difficult experience.
Best wishes,
Alvaro
Site very slow. First time eventually got as far as choosing seats then circle went round and round for ever and no further window came up. Tried again and after a long wait finally 'got' some tickets but God help us on a booking day when everyone is trying and if one wants to book for more than one performance. System needs a great deal of improvement.
I tried straight after 12 a.m. -could not select tickets easily.This improved around 12.30. Had to abandon one attempt, as I could not get passed the check-out. 3 more attempts were successful. Presume these hick-ups will be sorted out. Will also check my browers and download a new one, if necessary. My system is sometimes volatile at peak times, but ROH booking is early in the day, so should be OK
Acknowledgement of comments and orders would be very helpful.
The seating plan is not as good as previously. The colours are too similar, all the blues look the same as do all the greens. Also the grey dots indicating unavailable seats are virtually invisible.
Third time lucky and actually managed to "buy" tickets for each of the ballet and opera (but had to go via the email to get back into site.
I think it's better provided it works on the day.
Frist two attempts resulted in "submission error" message and previous attempts to post comment produced a comment to slow down!
It worked perfectly - and quickly. Reached the date I wanted in seconds. I think it might be better if I didn't have to click on "select" after I had selected a seat (maybe double click on it to select?) but once I realised that (which didn't take me long!) it all happened very smoothly.
Well I found it brilliant. Logged in fine liked the display of available seats and booked two seats without problem....shame it won't be as quick as that on the 12th June... or maybe....
'Bought' tickets for a mix of performances and it appeared to work.
However, when I tried to purchase more than 2 tickets for any performance it came up with an 'error' message which forced me to abandon previous selections to get out. I do not like this, the response should just be 'exceeded maximum of x tickets ..' and allow to continue normally with the purchase I think.
I keep trying. I click onto the words above and all I get is this whole page again. If I ever reach a list of dates for the opera and ballet it says 'not for sale'
Dear Dorothy
When you've signed in, click on your name at the top of the page. That will take you to your account page and you should be able to see the productions and book for them. Let us know if you still have difficulties after that. Our Help page may help to clarify http://www.roh.org.uk/help
Best wishes
Ellen
Rubbish! The fictional purchase didn't work. I tried twice. Having 'booked' a seat, it took me as far as restaurant bookings, struck out all the restaurant options, and wouldn't take me any further through the process. A waste of time.
Thought I'd give it another go with the ballet link! Once again, site froze and crash three times when I got to Seat Selection, before finally working. Have received an acknowledgement e-mail re my first "booking". My previous comment doesn't seem to have been posted; wonder if this one will make it!
When I click on 'add to basket' it justs hangs waiting for response. Tried a number of times, sometimes successful in booking tickets, but other times hanging as above. It would be very flustrating if this was the real friends booking day.
I have just tried to post quite a lengthy comment on using this system (the first time I tried I got all the way to the end and then received an unaccountable error message). However, when I clicked "Post comment", I got a message "You are posting comments too quickly. Slow down.", and the comment doesn't appear to have been posted at all, so I am now irritated (but you may never know, if this comment is also rejected - even though I've been trying to type it R E A L L Y S L O W L Y!).
Alastair
If anyone has difficulty posting a comment on the blog this is a volume issue to do with WordPress. We would suggest copying the text of your message, creating a new comment and trying again. Thanks.
Hello Alastair,
The resolution of this bug has been posted here: http://www.roh.org.uk/news/join-our-golden-ticket-hunt#comment-57
Thanks for your feedback,
Joan Mira (ROH Digital Developer)
I have just taken part in the Fictional Booking exercise and it all went extremely smoothly and very quickly. No problem signing in. No problem choosing seats. No problem with checkout. Hooray! Let's hope it's the same on 12th June.
Now successfully made ballet and opera bookings but no email confirmation for either has so far arrived. Previously this confirmation was always simultaneous. Is this another glitch?
I posted a mail a few mins ago which has not appeared here.
It was a positive comment. (and I am still positive).
I have since "bought" more tickets - equally quickly. But two more comments. I could not select two seats and then click on select - I had to select one then the other - possibly causing a potential confusion.
The other is that I haven't received a confirming mail for either "purchase". Maybe I should have read something that said you were not sending one for the trials but ....
As for complaining about "unfairness"!!! Maybe it should have been done at three a.m. so that it was fair to all - but then what about all those poor night shift workers. You can please .....
Cheers Bill. Confirmation emails seem to be arriving very slowly and we are investigating.
Best
Ellen
Just tried the opera booking for the second time, (first time unsuccessful because of submission error) and was able to add my selected seats to the basket. However as an extra challenge I decided to try to edit the basket before payment. The booking page would not reload and they remained in my basket. I selected different seats for another day and decided to buy all 4 as they were so reasonably priced and I wanted to get into the draw! Bonne continuation!
If you are having problems securing tickets and fear that you will be unable to enter the draw, leave a message on the blog ahead of 2pm and we will ensure that you are included in the competition.
Only problem I had was that I could only book 1 ticket at a time, and I wanted to book 2 - I don't know whether this is a bug, or has been set up that way.
You will need to select tickets one at a time but should be able to take to the checkout together when added to the basket. Have a look at our user guides if you need any help, but let us know if you could only book 1 ticket in total. http://www.roh.org.uk/help
When I clicked on "sign in" in the email I was taken to the ROH web page but could not find any links to the ticket order page. I returned to the email and clicked on the "fictional booking link" and was directed to the test web page and completed the purchase but was unable to select the normal "retain at box office " option. When running in the future will I be able to request this option as it is most useful.
Have not tried the rest of the web site
Has anyone else had problems booking a Golden Ticket using Firefox 12? I got the seats fine but checkout never completed, it skipped straight to restaurant bookings.
All worked fine using Opera 11.62.
We'll check that out. No reports so far.
Yes Tom, I did intially. Got the "Submission Error" and not sure the payment process was completed proberly but without actually enterting payment details it is hard to know.
Try downloading the "plug in" (although email says for IE 8 users) as ROH system seem to be linked to Google Chrome platform.
I ordered 2 tickets for a couple of weeks ago and noticed that there don’t seem to be the option now of having the tickets collected from the box office or sent to my home address. The tickets were automatically sent by post.
The Friends Test worked very well for me today
Very disappointing experience! I tried to book Amphi B60 for 20 August. After attempting to add to basket just stuck on "circling" for 30 minutes [started about 12.30]. Tried again for A60; same result.
Regards
I had already explored the site and made a couple of recital bookings so am familiar with it. No problem with golden ticket business but I would report that I have had no email confirmation of my "pretend " order inspite of the statement that one would be received.
I think I was successful on the 3rd attempt having changed to 14th August for the ballet. I was not sure how to select the 2nd ticket but think I worked it out right. I may try again to see what happens next time. I did have an experiment on the new site a while back pretending to buy a ticket and I like the new site but it's different when priority booking starts and it's a mad rush to get favourite seats!
At 12:30 I went straight in from the email link with no waiting room or any delay - great, but will it always be like that? The seating plan is an improvement and I particularly liked the ability to see the whole seating area in one view and to see the view from the seat. There is no indication what the symbol at the top right does - needs a word or two of explanation. One would be hesitant to see what happens when booking for real lest disaster strikes. Adding to the basket after booking for the ballet led to an error message and there was then no indication how to continue booking so I used the back button in the browser (Firefox). All went well with the opera booking, went to the checkout and found only the opera was booked. Chose Continue Shopping, returned to the ballet page (calender and chose 17 Aug) and the seat I had previously chosen was not available (nor was it in my basket) so chose another. This second choice worked and I ended up with two tickets (one ballet, one opera). What happened to the first ballet ticket goodness knows - it was no longer available on the seating plan (at least, not to me) neither was it paid for by me. So far (1:18) there has been no confirmatory email.
I tried to book for both but couldn't - please enter me into the draw.
Thanks
Matt Hutchinson
We will. Best wishes, Ellen
Absolute disaster as far as I'm concerned.
1. I began by signing in but then nothing happened. I had to go back to the original e-mail to indicate my choice of opera.
2. I wanted to "select my own tickets" but nothing happened when I clicked this option.
3. At my first attempt I did at least get as far as choosing my desired area of the house,but the second stage failed – I just got a worm going round and round in a circle. When I tried again I didn't even reach the first stage.
4. I wondered whether I needed an updated version of Safari (I use an iMac purchased in 2009 with version 10.5.6) so I used your link to see if I could download an upgrade, but to no avail.
5. So I'm not optimistic about 13 June. I wish you would leave well alone!
I wish I could be kinder - it all looks good although in some respects, i.e.seating plans is less so than before BUT it simply doesn't work consistently - tried 10 + separate bookings on both opera and ballet and whilst some were successful this was a minority.
Often the self-selection of seats option didn't work and seat plans didn't come up and one a number of occasions having completed a booking the system was so slow it didn't take me to "confirnmation/payments" pages for more than 5 minutes so I gave up and had to try again
Overall I forsee real problems on 12th & 13th I fear worse than in the recent past
I do not see this as a solution to the previous problems which worked, albeit sometimes very slowly and sometimes with crashes the problem of overloading because unlike other theatre/arts booking sites you have several probably thousands trying to book a vert limited number performances of individual events at the same time - i think you will have to eventaully separate the popular/ high demand events out and giving them a separate booking time/ date
also esales confirmations are not immediate as in the past but taking anything upto an hour to appear
Definitely keen on the removal of the waiting room. Two observations and one suggestion though.
1. Booking the ballet, once I had selected the seats, I clicked submit and an error occurred after a reasonable wait (rotating circle) however the seats did add themselves to the basket.
2. Using Google Chrome when you get to the last page which confirms it is all booked it all looks ok (though no confirmation email yet) but says at the top the page is insecure, if you click load anyway then an error page comes up.
Suggestion wise I believe this is the same as a few above but it would be good if you could select multiple seats pre the first select rather than seat, select, seat , select which could lead to confusion.
Looks a lot better though.
So first comment not shown, second comment not allowed as "posting too soon"!! What's that all about and what's the point on a day like today when testing??
Also had Submission Error - had to reboot laptop as it crashed when trying to go out of ROH. then tried again on the opera and all successfull but not very fast - dreading the payment stage in real terms!
Some improvements, but still functionality is not impressive.
However great that you are investing time and money to get this updated. Keep it up and hope you get things improved/updated in time.
Dear Alice
We are approving comments as quickly as we can and you will see yours in due course. Thanks for the feedback.
Best wishes
Ellen
Dear Alice,
Regarding the error message when submiting comments in this article, the resolution of the bug has been posted here: http://www.roh.org.uk/news/join-our-golden-ticket-hunt#comment-57
Thanks for your feedback,
Joan Mira (ROH Digital Developer)
Here's what I'm getting:
Select tickets
Friends Test: NON Performance Wednesday 15 August 2012, 4am | Main Stage
Do you have a code?
Enter it here:
This performance goes on general sale Wednesday 15 August 2012, 12 noon.
Have so far failed to "buy" anything anywhere on 3 different test performances. This latest one tells me to come back in 3 months' time.
If this happens next online booking day I will be asking for a refund of my membership.
Also find it frustrating not being able to purchase two tickets instantly - having to pick one at a time and potentially missing getting seated together. also the boxes cannot be selected as the option is only two tickets and you need to be able to select 4.
An house since completing my fictional booking, but have still not received confirmation email.
Still work to be done .........
Alice
Everything went smoothly though e-mail confirmation took about 45 minutes to arrive.
Well done to ROH for running a test event to iron out the glitches, I wish more organisations would do likewise.
Tried to book but gave up after about 15 minutes.
I made a couple of bookings of which one hung and I had to re-boot my machine.
The booking I managed to make sent me a confirmation a little while later.
I tried to book more than two tickets for a performance( thought I might try!!!!! ) and the system stopped me.
Initially I was given a security message when I tried the plug-in for Internet8 but after sorting that out I went back in and did another booking that went through straight away so perhaps my initial problems were because I never had the plug-in.
I am still waiting for my second confirmation of the Ballet seats but apart from that everything looks fine.
Best Regards
Brian Turner
Like stjohn brown, I was only able to buy one ticket, I couldn't highlight, select and buy a second ticket however hard I tried - very frustrating if one was booking for real.
Otherwise the Fictional Booking went well and the new website looks good.
The first time I tried the line broke on reaching 'bookings' - the second time I got through but was told it was too early to book (At 1330 on 1 June) - the third time I was actually able to make a booking and given a reference number. Not very encouraging!
Ballet booking worked OK, but received error message at final stage of opera booking. Logged in again and was able to complete on second attempt (albeit after selecting a different date). It might be useful for those who prefer to collect tickets at the Box Office if this option was more visible (instead of having to edit Delivery Address).
!.30pm on 1 June. Just arrived home from a few days away so anxious to get on with this in the hope of winning the ballot for a ticket! Did not read 'help' page, which I probably should have done. Started with one (can't remember whether it was opera or ballet) - thought I had got one ticket but could not add a second so went on to the other option. This seemed OK (apart from the fact that it told me the booking had not opened for the one I was trying to get, so changed performance to the first on the list and all went well). Then returned to first choice and was able to book one ticket (I think) .
A few glitches to sort out I think, but congratulations for having a practice before booking opens. I shall use the phone on the day!
I selected a tecket for the Ballet but the website would not add this to the Basket . Wheel still twirling after five minutes. Would not work.
After three attemps tried to buy an Opera ticket
This did work and then successfully bought a Ballet ticket.
.
Taken 20 minutes to buy an Opera and a Ballet ticket. Not impressed!..
Nigel
Well I DID manage to buy some tickets - but I have no idea how! I went round in circles, could not find the friends sign in facility, got screens that said 'not for sale' etc. I'm afraid the new format does not appear to be very user friendly. Eventually managed to get signed in by following a link to the 'we'd love to hear your comments'.... More fine tuning needed I think. The main problem in the old website was the time taken in the waiting room and being thrown off when you thought you were going in. Hope the new set up will resolve this!
At first I had the error message when trying to book opera tickets but i've since re-tried and it works perfectly well. I've now done 4 fictional bookings, 2 opera, 2 ballet but have not received a confirmation. BTW, if there is not going to be a waiting room and as now, 2k people log on at the same time, how will the system cope with the demand?
Hi Angela
We have been working hard to develop a system that will allow many people to book simultaneously, but we are engaging in real-time testing like today's Golden Ticket Hunt to ensure that we can cope with the load on our system.
Best
Ellen
As one not able to use the previous website because of firewalls, I'm delighted to say that this worked without a hitch, although I have still not received email confirmation 10 minutes after submitting the order. I found the design of the website transparent and clear, and the `virtual theatre' showing the ticket availability of different parts of the auditorium is a model of clarity and good design. The team are to be congratulated on the revamp. Hope it works when under the stress of a busy booking period.
Not an improvement! Very slow, not as clear and I do not like the seating selection. It was much better before when you could look at all the seats in an area and the prices would appear as you moved around. Never got to "buy" any seats either as the site just froze.
Three comments: 1) When you have clicked on a seat, the intuitive expectation is that you have thereby 'selected' a seat. It seems odd to then have to Select. 2) Given that you can only click on and then select one seat at a time, the chances are that when seeking to book two seats together during the intensive period of Friends booking, sometimes another booker will have selected the second seat before you can. 3) Despite several attempts, having pressed Select, I was not moved on - the circling arrow persisted for minutes - until I lost patience!
The new site looks nice. I've used IE8 both with and without the Chrome Frame plugin. A couple of things puzzled me:
1. Couldn't work out how to select more than one seat at a time. I could add them to the basket individually, but was concerned that another user might reserve adjacent seats between my selections.
2. Was concerned by the banner message "This page contains insecure content" at the Confirmation stage. That appears to include payment information, which was scary.
Functionally the site is fine and it was straightforward to select and book tickets. I received some errors, I have captured screen shots if your developers would like them. Here is a description of my experience:
Browser, Google Chorme 19.0.1084.52 m, windows 7 pro, all testing between about 13:15 and 13:33 on 01/06/2012
Used link from email to login and click on link to book ballet tickets. Selected 2 tickets and went all the way through to checkout - Clicked on Complete order and was redirected to a "We're Sorry" page with questions on what problem was rather than ending at the Order Placed page
I then went back to the original email and clicked the opera link (browser still open and still logged in), selected 2 opera tickets and added to basket, long time out and then I received a "An unexpected error occurred while trying to process your request". I clicked OK and went to the basket and the 2 original ballet tickets were there and the 2 opera tickets had been added to the basket, I deleted the items from basket and repeated operation clicking on the links in the original email, I selected 2xballet tickets and then selected 2xopera tickets. On clicking add to basket for the opera tickets, received an "unknown error" message. On clicking OK to the error and then opening the basket, the ballet tickets were in there but not the Opera tickets
I closed all open browsers
I restarted the browser, re-logged in, clicked on link on the 'Welcome back' page for ballet, selected 2 tickets, press add to basket and got the same "Unknown Error" message again
Closed browser and started again and repeated the process in exactly the same way as previous attempt (2 tickets for ballet) and it went all the way through to Order Placed with no issues
Closed browser and re-logged in, selected 2 ballet tickets and added to basket, then used link in email to go to opera page and added to tickets to basket proceeded to checkout and placed order succesfully.
Noted that Chrome shows an 'insecure content' message on Order Placed page
Booking for the ballet went well and received a reference number. However, I had to 're log' in for the opera. I was able to select my seat and selected 'basket'. No reference number given for the opera. Not sure if the booking for the opera went ahead. Also no confirmation e-mail for either performance.
Generally I found the web site easier to use, and liked the colour coded pricing in each section. Not too sure how the booking will go in the 12th June.
I managed to book a ticket but only by using your e-mail of yesterday and NOT pressing sign in first! I haven't had confirmation yet . I can't get to the booking by starting from Google, only via that e-mail link.
Hi Dorothy,
We're looking into the Google issue. In terms of the confirmation, you should have now received this. There was a small bug which was delaying the send out of this.
Thanks,
Chris
Social Media Manager
"Booked" seats easily enough - but having to select one at a time is a pain.
Liked the view photos - certainly an improvement - but I suspect that they are for groups of seats rather than the individual seat - if so it might be an idea to specify this.
The disappearance of the ability to drag & zoom the seating plan is a nuisance - as is splitting the amphitheatre into centre & sides.
Dear David
We have in fact taken a picture of, and from, every seat in the main auditorium. Thank you for the rest of your feedback, Ellen
Had some difficulty getting to a page that allowed me to book - kept getting messages that not yet available. Finally did, but no confirmation email so not sure I've been entered...
I have tried three times and each time i get so far then I am told there is a problem with my attempt!
It does not appear to be working!
I was quite happy with the old system! (apart from standing places being labelled 'seat')
Have been trying for last hour to 'buy' tickets for the Golden opera both on Ipad and pc. Can't get beyond choosing seat which then comes up none available or error. V difficult to click on seats on Ipad anyway.
no
the golden sale website says
not on sale till august
and its now 1355 on 1st june !!!!
back to the drawing board sir
I gave up!!!
@ 13.56 I did another booking for tickets for both opera and ballet. Some dates shown as "not for sale" so no BUY button, but if clicking on actual date, there was plenty of tickets available.
Check out seemed ok, but without actually entering payment details then we can only hope for the best
Second round of testing, might need to be called for to ensure functionality before "D" day .......
I made a test purchase and then found that there nothing to click on to remove the ticket once it was actually in the basket. I could see the word "remove", and I did try clicking on and near it, but nothing. Signing out did clear the basket. I have just tried again with the same result.
Hi Joanne,
Thanks very much for your feedback. This seems like it may be a browser-related issue. We're working hard to address this.
We very much appreciate feedback and it's actively shaping the booking system that will be experienced by Friends on the next booking day.
Thanks,
Chris
Social Media Manager
Sorry but this was terrible I could not book tickets once I got on, I could only select one and could not then follow it though. I was really hoping to get into the draw but to no avail I really hope this site improves before it goes live.
The experiment didn't work for me. I signed in, identified a fictional performance and two seats and was then just left watching something scroll round when I went to check out.
The site doesn't look fit for purpose just yet
The first time I tried I got all the way to the end, then received an error message: "We're sorry. There as [sic] a problem with the processing of your order. You will be contacted by the box office." Some time later I received an Order Confirmation email, so it seems the booking was successful after all. Two other attempts, from 2 different computers, worked fine.
Why does the "Help" say that Internet Explorer 9 only works with Windows 7? I use IE9 with Windows Vista Home Premium, and have had no problems other than the above.
There are evidently a few glitches, but if the new system gets rid of the interminable Waiting List process (which sometimes required numerous attempts even to get on to the Waiting List) it will be a great step forward. Time will tell; but meanwhile well done on running this pilot exercise to sort out as many issues as possible before going live.
Alastair
Many thanks Alastair. You are correct to say that IE9 now works with Windows Vista Home Premium - this is the result of a recent change. We have updated our help area following your comment.
Ellen
Cleaner looking site
Selected a "box" ticket
The site started to hang >1min
Using Firefox (most recent) but an older version of adobe
Dear William
Were you able to complete your purchase or did the site continue to hang?
Best
Ellen
1 June 2012 at 2:27pm
in response - the site continued to hang, even after the 1400 cut off. I got the flash equivalent of the "egg timer". I closed the browser tab after the cut-off
At 14:05 received email confirmation for booking made at 13:56. However, have still not received confirmation for booking made earlier in the process, despite online confirmation.
I have posted twice but not appeared here.
Is it also a problem about your web?
After putting selected seats in a shopping basket,
It freeze and stopped working.
A couple of minutes later, I gave up and press refleshed.
The selected seats had gone and it happened 5 times in each area( stall, SC Amphitheatre)
So I could not manage to process through.
It was very frustrating and hope it will not happen on real booking.
Hi,
This may be a browser issue. Thanks very much for the feedback. We are looking to improve the stability for the booking day.
Chris
Social Media Manager.
It doesn't work on the iPhone!!
We relaunched the ROH website for computer and tablet on 25 April and a mobile version of the site is in the next phase of delivery. There is, however, an app that allows you to purchase tickets via mobile. Just search on iTunes.
Logged on to the opera Golden Ticket site at 1200 and chose two fictional seats. Pressed Buy Tickets - a circling disc appeared, and it's still circling at 1408. Gave up. The previous site at least told you where you were in the queue, and you could see yourself moving forward - this site tells you nothing.
Hope it's sorted out before I need some tickets!
Generally no problem with the site, but I could not access the Amphi Lower slips nearest the curtain because the seating plan would not move that far.
Congratulations on a significant upgrade. It is very difficult to maintain a site where a good chunk of your customers want to access it at exactly the same time. Kudos for organising this test simulating those conditions.
I struggled. My locked down work computer won't accept the plug-in (IE 8 - no alternative). Took me several goes to get both performances booked, with a fair amount of hanging at the Add to Basket stage. For the final pair I completely closed IE, relaunched, and that worked. Could be co-incidence.
My normal defence against our infrastructure department's hostile attitude to alternative browsers and plug-in is to use my iPad. Initially i got an unknown error at the select your ticket stage. It worked later.
Overall, I do like what you have done to the process. When you get the gremlins out it will be terrific.
Good job
Alastair
Hi,
New site seems very similar to old site. What are the significant differences?
I am still unsure how to book for a second performance, having gone to check-out for the first performance (without having to start all over again!)
Best
Mari
Hi Mari
We relaunched our website on 25 April, completely rebuilding it.
When you attempt to book a second performance you can simply navigate to another link while your first performance remains in the basket until you wish to go to the checkout.
Best wishes
Ellen
Just booked ballet and opera tickets smoothly, although not yet received a confirmation email yet. Have just gone back for some more and they're 'not on sale' - not sure if you've closed the trial or it's a bug!
Hi Helen
Tickets are limited to two tickets per performance and per art form, so you have most likely used that limit up.
Cheers
Ellen
Tried two bookings and found system very easy to use but didn't receive any confirmation e-mail/
Got an error message at the very end when booking for the ballet performance. Tried again and seemed to work. I did a seperate booking for the opera which worked first time. I haven't had confirmation e-mails for either performance yet.
So after the dates were 'not on sale' I went back 15 mins later and they were available for sale again, and I was able to book very smoothly. However, only the first two dates were available ('on sale') on both my successful tries.
So it seems that several other people are not happy about the fact that we can only book one ticket at a time. The reply to StJohn Brown basically says: "That's the way it is". Surely this test process and request for feedback is to change things that are unpopular and don't work? In the time that it takes to select one seat, select a second seats and, possibly, select third & fourth seats, it would be possible for somebody else to come along and book one of the seats in your row of three or four, thus necessitating starting all over again. Apart from the fact that it is simply very annoying and a waste of time. WHY can't we select more than one seat at a time? We always used to be able to.
Hi Melanie,
Thanks for your feedback. It is possible to book more than one ticket - it requires clicking 'Add to basket' and then returning to the seating map prior to checkout. We do appreciate however, that this could be improved and made clearer. We'll be looking to address this issue.
Thanks,
Chris
Social Media Manager
Site was straightforward and I progressed through easily but failed to get to a checkout. Otherwise fine. Yet to receive confirmation.
Tried to book ballet tickets - at the selection of seats section I opted to "select own tickets" and clicked on required seating area. The plan of the required area appeared showing seats available (in orchestra stalls). I then decided to look at a different area (stalls circle) but when you press the backspace although it does take you back to the previous page the option to select own tickets is no longer available (the cursor won't hover over it). Instead you have to select best available - where the cursor does hover. Tried to book 2 seats but system failed to complete the booking.
Tried to do 3 bookings. The system worked OK during the booking process but I have not received any booking confirmations.
Hi Nargiz,
Thanks for your feedback. There was an issue with confirmations taking their time in going through. You should have received this now.
Thanks,
Chris
Social Media Manager
I am a joint member so that my husband and I can attend rehearsals and events together but I was very surprised that I could not book 2 seats at the same time as I could on the old website.
If I book them separately, the adjacent seat may well have been taken by another friend during the time it took to book the first ticket,
Joint friends both save the ROH money - we only receive one copy of About the the House (saves printing and postage) and is kinder to the environment (half the amount of paper used and disposed of). We belong to many other organisations as joint Friends and they all allow us to book and attend functions (for which solo friends can only attend themselves) together.
Hi Elizabeth,
Thanks very much for your comment. We very much appreciate your joint membership. In answer to your query about booking adjacent seats, this is possible. Once a ticket is in the basket, you'll have to return to the seating map to select the adjacent seat before progressing to payment. We are looking at making this clearer.
Thanks again,
Chris
Social Media Manager
Still no confirmation two hours after booking
Hi John,
You should have received this now. Apologies, it seems to be a bug with the system taking time to send confirmation emails. This has been addressed.
Thanks,
Chris
Social Media Manager
I finally succeeded in booking soon after 1.30 and left quite a long message here, partly relating to the unreliability of your web site in processing credit card payments. I notice that my message does not appear above, neither have I received any email acknowledgement.
Hi Michael,
Thanks for your feedback. We are working hard to ensure that payment is more stable and this will be addressed for booking day. In terms for the confirmation email, there seems to have been a glitch that was delaying sending this message. It should now have reached you.
Thanks,
Chris
Social Media Manager
Bit of trouble at first, confusing instructions - or lack of them. Clicked around a bit; All tickets were 'Not on sale' a few times. Then just the date I had chosen was. Eventually got a 'buy' button on another date, after which all went smoothly.
Still no confirmation email, by the way, after two hours! Don't we get one for a phantom booking?
Hi Susan,
Thanks for your comment. You should have received a confirmation email now. Apologies, these don't seem to have been sending straight anyway upon confirmation of payment. This should be addressed before Friends booking.
Thanks,
Chris
Social Media Manager
Doh! 2 hour window was a bit short - didn't get a chance to try. Hope it all works when booking opens in a couple of weeks.
Made several attempts on I phone and I pad having downloaded applications as advised. In every case it was slow to accept my choice of seat although it confirmed the choice quickly once it had registered it. However every time the message came back "unknown error" when I touched the purchase tickets button.
At 1.57(!) I tried once more on the i pad and everything worked perfectly in the three minutes left.
Please, please make it possible to book on an I phone as well - I have been lucky enough to get some very good seats on the day of performance by being able to use my phone.
Best of luck for the launch,
MT
Many thanks for taking part in the test. Fully optimising the website for phone is part of the next phase of development. Best wishes, Ellen
I got to the site after lunch today, at about 1.50pm. I logged in, chose the opera booking, selected one of the two dates, then chose Orchestra Stalls where I normally sit and tried to select seats. First I selected one (row G, I think). I tried to select another alongside, but it zapped the first one and left me with only the second. There did not seem to be any way in which I could proceed to checkout to pay my £000.00, though the site did tell me that I'd selected one seat. Tried the ballet option - same result. No email confirmation, not to my surprise.
More work needed! (I'll be happy to volunteer as I'm a retiree and a night-owl.)
I cannot navigate on the seating area to see all the tickets available. Even with the zoom on minimum, one can only see as far as row S. Why is there no button to move up and down etc?
That was the problem I had when I first tried using the new system for real just after it was introduced. A friend told me I needed to click on the plan and then move my mouse (while still holding the button down)to move the plan about. How is one supposed to know that?
Anyway with IE 8 which I use this works at about the speed of paint drying, nothing seems to happen for ages and then it shoots off too far. Making this work is what one needs to download the plug-in for. However I still think that having the arrows to move the plan about as on the old one was much better.
I could work the new system OK, but you do have to have the right software - only the first ticket (for the ballet) worked on my default Internet Explorer. So I switched to Googlel Chrome and hey presto. I miss the little boxes offering the choice between collecting at the box office or postal delivery - it would save you a lot of postage to reintroduce them! I have bought real tickets using the new system and was astonished at the speed of the payments facility - what has happened to the bank security check? Many thanks for offering us this opportunity. Eileen Martin
The ballet booking was straightforward but I got repeated
"submission error- unknown error" when trying to book for the opera, despite logging out and logging on again. Not impressed and dreading the real thing in a couple of weeks time. Memories of all those wasted hours in the past when the system crashes still haunt me!
Although my experience was not altogether unsatisfactory, there were a couple of problems. I booked an opera ticket successfully at my first attempt, but no e-mail confirmation was sent. Assuming that I hadn't managed to obtain a ticket, I tried again and bought another ticket. The final section of the booking process was an invitation to reserve a seat in one of the Restaurants and I noticed that my shopping basket was empty. Once again assuming that I hadn't actually purchased a ticket, I left the site. A few hours later, I received two confirmation e-mails from the ROH informing me that my transactions had been successful!
I have used the new system without a problem since it has gone live, but this time it did not work so well. No problem getting into the system, but tried several times to book tickets. Issues included tickets not available to buy and error message boxes came up several times. It's not possible to pick up 2 seats in one go – can this be changed? I didn’t get confirmation emails until much later so wasn't sure what had been successful and some of my bookings don’t appear to have succeeded, though I’d made it through to the end.
Alas, I found the email re Golden Ticket Hunt too late to try to participate. However, I have NEVER been able to get on the booking part of the site, even having changed email addresses, and after a correspondence with the Friends office: a message always appears telling me I can't access the site. Judging by others' comments, there are varying degrees of success with the Friends website booking.
My booking attempts hit most of the problems described by others. I have sent details by direct email to your team as the feedback option on an error page merely resulted in another error! Although some of my booking attempts did work, 75% failed. Every aspect of the booking process seems liable to trigger an error. In the past I have done beta testing for major software companies and also written in depth testing and reviews for a programmers magazine. At no time though have I ever met anything so fragile and error prone as this new system. As a retired programmer I can imagine the consequence of presenting a new application to a client. If they had hit such an array of problems I would undoubtedly be shown the door, unpaid and without any prospects of future work!
One writer mentioned payment failures, untested in this trial. My experience is a 50% failure on the old system and what I have seen so far does not inspire confidence of improvement in this vital area either. An aspect of the booking procedure itself that does not appear to have been mentioned is that seats selected but not completed through the "Add to basket" and confirmation pages appear to remain unavailable until the 30 minute allowance to complete a transaction expires. With all the errors I could not prove this but if so it could give a quite false impression of what seats are really still available.
It seems essential that further testing is carried out before the next real booking on the 12th. The date and time for this should be given better notice than that for 1st June (email received late 31/5). Many people would not have picked up their emails in time and on a Friday before a long Bank Holiday, many would not have been around to test. From the relatively small number of seats that showed as already taken, there must have been far fewer people doing the trial test than on a normal booking morning.
Hi Bob,
Thank you for your feedback. We are working hard to ensure that the booking system does meet the expectations of our audience.
Prior to launching the new site, we did conduct extensive mechanical testing (simulated purchases) as well as using audience members (Students, Friends of Covent Garden) to test. However, as I'm sure you can appreciate being a former programmer yourself, it's unfortunately not possible to ensure every individual bug is ironed out prior to launch - although a great many were.
The Golden Ticket Hunt feedback will be invaluable in addressing issues prior to the next booking date on the 12th.
Thanks,
Chris
Social Media Manager
I signed in and only got error messages when trying buy opera tickets for 18 August. You have taken too little trouble in explaining what one has to do. I regret to say that, based on my experience, this HUNT has been a complete shambles!
regards
G. Jeffries
Tried the "test" but it only seemed to allow me to chose one seat at a time and not the two seats I would normally require. If I tried to select a second seat is simply un-checked the first choice.
Sue
Just a general comment on the seating plan - the colouring of seats/price groups are in desperate need of improvement. The colours are far too close to easily see the different category and as it stands you have to click on the seat to know the price, if in doubt. Would it at all be possible to make the colours cleared/more different, please?? It would save a lot of time messing around with selecting seats.
Thanks
Alice
I tried posting messages about slowness of everything, especially submission errors, responsiveness of site etc but it kept telling me to slow down I was posting too fast, which was a difficult thing to do anything about! The new site was slow and frustrating on the trial run. I do however hold two non-tickets. So something worked eventually.
Dear Ellen
Your reply to my comment that there is nowhere on the sign-in page to enter my membership number was to "Visit our sign-in page to access your membership account before you start selecting tickets: https://www.roh.org.uk/signin. You should then be able to participate without any problems".
There is no box to enetr my membership number! Whether I go to the sign-in page from your email or directly through the site Home-page, it makes no difference.
All this nonsense needs to be addressed before the next booking period or else I, for one, will cancel my membership.
.
Best wishes
Ellen
Dear Pete,
There is no requirement to enter your membership number – all you need to do is sign in using your email address and password. Signing in using this method should mean that you can see all of your account details and book tickets.
Please let us know if you need any further help.
Best wishes
Chris
Social Media Manager
The booking part seems much faster and I hope that the real bookings will be the same, without being "dumped" after holding for a long period in the Waiting Area in the past. Payment in the past was sometime a difficuly; I hope the new system works better - am sure it will
Have not been able to test the real events/performances bit of the site, as this often quite fragile; I ised the links provided
Glad that you are trialling this with Friends
FireFox are today offering me an upgrade to v13. Should I accept this or wait until you have checked it against your booking system?
Hi Bob,
Upgrading should be fine.
Thanks,
Chris
Social Media Manager
The site was reasonbly easy to use, however I had to select tickets one at at time for a single performance when they were seated next to eachother.