Boatline General Manager Apologizes for Website Crash

<p>Bob Davis publicly apologized Tuesday for last week&rsquo;s crash of the Steamship Authority online reservation system on the first day of 2018 bookings.

Last week’s ill-timed crash of the Steamship Authority’s online reservation system on the first day of 2018 bookings for off-Island customers did not result in a loss of business for the boat line.

The system was down from late Wednesday until after 4:30 p.m. Thursday. “We nevertheless ended up with similar sales for that day compared to a year ago,” general manager Robert Davis told governors regular monthly meeting in Falmouth Tuesday morning.

“Regardless, we inconvenienced our customers and for that we apologize. We’ll be looking into what changes we can make to avoid similar occurrences in the future,” Mr. Davis said of the crash.

Director of maintenance and engineering Carl R. Walker reported that with a month to go before the Martha’s Vineyard is slated to leave a Rhode Island shipyard, the 25-year-old ferry remains far from finished with its refurbishment.

“We are very tight on the schedule,”Mr. Walker told governors.

Already more than two weeks behind the vessel’s original Feb. 1 completion date — 14 days of unanticipated steel work and two days of weather delay — Senesco Marine of North Kingstown, R.I. has now made two additional delay claims, for weather and drydocking, which Mr. Walker said he would negotiate with the shipyard Wednesday.

The Martha’s Vineyard is scheduled to return to service on the Woods Hole run March 3, but Mr. Walker showed slides illustrating a litany of tasks he said were 25 per cent or more away from completion. Dropcloths covered much of the snack bar and other areas, coils of wire hung from overhead and decking remained uninstalled.

“The passenger cabins are only 40 per cent at this point,” he said.

However, the ferry is out of drydock with much of the exterior work completed: “All the windows are in and she’s floating,” Mr. Walker said. And to help keep the Martha’s Vineyard on schedule, he added, SSSA machinists are reporting to North Kingstown to attend to the vessel’s main engine.

“We have some things we need to get done” in order to make it back by March 3, Mr. Walker said.

The refit at Senesco is intended to give the Martha’s Vineyard another quarter-century on the Woods Hole route, Mr. Davis told the board.

“This is to refresh it and to make sure it’s capable of providing another 25 years of service with the amenities the public is looking for,” which include more electrical connections where passengers can charge their mobile devices, he added.

In a sign of politically contentious times, television screens aboard the boat line fleet and in its ticket offices will no longer broadcast national news programming to their captive audiences. Updated guidelines from boat line management, “for the purpose of keeping the authority away from politics,” were approved unanimously by the advisory port council earlier this month.

Under the new guidelines, TV screens aboard vessels and in ticket offices should be tuned in the following order:

• NECN in the ticket offices during local news broadcasts and local news on other channels (Channels, 4, 5, 7 and 10) on the ferries.

• Local sports, such as New England Patriots and Boston Red Sox games;

• National sports, such as ESPN broadcasts or nationally televised NFL games;

• The Weather Channel, the Food Channel or the Discovery Channel.

The new television policy replaces guidance issued in 2013 by port Capt. Charles G. Gifford, according to a summary from authority general counsel Steven M. Sayers. In response to complaints about what channels were shown in the passenger areas, Captain Gifford instructed crews to show regular news broadcasts on Fox, CNN, MSNBC or PBS channels, “unless there is a general consensus among the passengers to watch a sports or weather event.”

Following a fresh wave of passenger concern, that guidance has now been revised to focus on local news and cable channels that tend to steer clear of political debate. Governors were not required to approve the update and declined to suggest any changes, although Nantucket governor and board chairman Robert Ranney of Nantucket observed that “sports will be contentious as well.”

In his report to the board, Mr. Davis said the new SSA headquarters building on Palmer avenue is edging closer to completion, with staff expected to begin moving in during the first and second weeks of February. Once the offices have been moved out of the old terminal in Woods Hole, it will be demolished and a new terminal constructed to ultimately replace the temporary terminal that opened in early December.

Governors also took a look at a preliminary capital budget, which will return for approval at next month’s regular meeting.

Vineyard governor Marc Hanover participated by speaker phone Tuesday.

Comments

Submitted by Anonymous (not verified) on Tue, 01/16/2018 - 22:43

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Jhall Dallas

Blah,blah,blah. Thanks for screwing up many families summer plans. Sounds like someone should be fired.

Submitted by Anonymous (not verified) on Tue, 01/16/2018 - 23:35

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Dean Rosenthal Edgartown

I support them not broadcasting news of any kind. The last thing I want to think about or deal with on the boat is cable news. Go outside, get some fresh air and take in the view, talk to friends and neighbors you meet onboard, have some terrible coffee, all that we love.

Submitted by Anonymous (not verified) on Wed, 01/17/2018 - 01:33

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Islander with Children Edgartown

Well other than our daughter not having access to ferry times, missing the last ferry and having to spend two hours at night finding a hotel in Falmouth that takes dogs, it’s all good as long as someone in senior management publicly apologizes and the Steamship sold as many tickets as they expected. It certainly was a pain in the butt for all of us though. How about picking up the hotel cost? (I didn’t think so). Would be much different if a private company’s site sent down for day (but that doesn’t happen).

Submitted by Anonymous (not verified) on Wed, 01/17/2018 - 10:15

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deshandra brown Edg

Dump the reservation system.
Run the boats 24 hours.
First come first serve.
Problem solved.

Submitted by Anonymous (not verified) on Wed, 01/17/2018 - 15:44

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Jim McCann New York City

These guys are full of baloney. Here we are today 3:30 on anuary 17th and the entire system is malfunctioning again.

Its terrible. If the boat maintenance is as bad as this terrible website we are all in trouble.

Submitted by Anonymous (not verified) on Thu, 01/18/2018 - 06:57

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Steve Whalen

Pretty weak explanation for web site problems. Sounds like they still have no idea what caused the problems. Focusing on their sales suggests customer service/satisfaction is at best, a secondary concern.

BC Vineyard Haven

They did explain it, the website uses a piece of software custom built (API) to communicate with the reservation system that is used at the terminals and by the agents. This is completely common practice, and what I do for a living. The sheer volume of requests overloaded the API and brought the system down. It happens. RELAX, get your tickets and enjoy the Vineyard. This is not a huge deal.

Steve Whalen

The demand is entirely predictable the first day summer tickets go on sale on line. Lots of people wasted lots of time due to this poor preparedness.

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