Follow-up: TripIt confirmed bug

Just a quick update on the whole TripIt debacle.

The TripIt support team were very good in responding to the problem. While I didn’t get any money back, they didn’t throw me any legalese/boilerplate response, and took the issue seriously. Kudos to Ruth, the support rep who was my primary contact, for handling this well.

They responded by offering me an upgrade (worth $49 in $$ terms, but pretty useless to me in the context of what has happened, as the primary issue is the fact I no longer feel like I can trust the application) and looked into the matter.

The first suggestion was this was a daylight savings issue with my phone, (as a few folks have suggested to me personally or via Twitter) but I pointed out this didn’t seem to make sense because:

  1. The earlier flight on the same day is also displayed as AEDT and this is displaying correctly as 6:15am (as per the web-based application).
  2. The support team asserted that “in Australia and on April 3, 2011, Daylight Savings Time ended and I believe because the last flight (Virgin Blue 885) coincided with that date”, which was incorrect. The flight was for April 2 at 7:15pm and flight time was 1 hr and 15 mins, meaning I would have arrived in Sydney before 9pm on April 2. DST didn’t end here in Australia until 2am on April 3, well outside the range of that particular flight.
  3. Even if the flight did cross timezones, the departure time should reflect the timezone of departure, not the destination, so this still should not have happened.
  4. I confirmed the bug in both Melbourne under daylight savings (when the error occurred) and in Sydney (upon arrival the following day) outside of daylight savings — which suggests that it was not an issue with the settings on the phone, as the problem should not have exhibited before or after the timezone change, according to this explanation, but it clearly occurred in both timezones.

After this response, the team looked into it further and found:

It appears that in our system, for Melbourne, Australia, our system had the April 2 date listed as the end of Daylight Savings Time for EST.

I’ve immediately filed a ticket with our engineers to make sure that daylight savings time is properly picked up for Melbourne to fix this issue going forward. I’m also having our engineers double-check all timezones in Australia.

So the issue was confirmed as a daylight savings issue, but not related to my phone or setup.

While I still don’t think that particular finding fully explains the issue (if it clicked over on April 2 instead of 3, why was the first flight time on the same day correct?). But at least I’m glad that identifying the issue may avoid future issues for other TripIt users.

Warning: how TripIt cost me $300

NOTE: an update on TripIt’s confirmation of the bug and response.

A word to the wise — don’t rely on TripIt for your travel details.

Up until yesterday I was a big fan of TripIt. Their sign-up process was awesome, and it’s been a great way to keep track of my flight and accommodation details. It syncs with LinkedIn, which helps me keep in touch with my network. I know a number of people that use this service regularly.

Last night I was due to return from Melbourne (another uni trip). I was all set — I’d checked in prior, selected my seat, and was about to head off from one of my fave cafes when I checked the details of my flight in TripIt on my iPhone and realised that I actually had an hour to spare. So I dropped into Degraves for a lovely dinner and wine before heading out to the airport.

I only had to print my boarding pass and jump on the plane to get home. Or so I thought. Upon arriving I went to the mobile check-in and was informed I had to see the service desk. I’ve had seats reshuffled before, and assumed that there was some small thing like that. Alas, I found out that I was an hour late for my flight.

I rechecked the details and went back to my original itinerary only to find that I had, in fact, missed my flight. The first available flight was first thing this morning, so I had to arrange last minute overnight accommodation as well. Total cost: just over $300.

Thinking that I’d incorrectly entered the details, or that TripIt’s famous auto-entry feature had got the details wrong, I checked into the TripIt website. Going to the main TripIt website, my flight details are shown correctly:

TripIt website displaying correct details for my flight

So then, looking into it further, I rechecked the iPhone app and confirmed the time was incorrectly stated (note that the morning flight displays the correct time):

TripIt iPhone app displaying the incorrect flight tim

I acknowledge that perhaps I missed something to do with timezones and the like, but the only conclusion that I can come to is that it’s a bug there…

In hindsight there are a number of things I could’ve done to avoid this problem. If I’d checked my itinerary when I noticed the discrepancy. If I’d looked into my booking details on the airline website, or checked flight delays, perhaps I would have picked up the problem. But the whole point of using TripIt, and especially the iPhone app, is to have one trusted location for travel information. That trust has well and truly been broken.

I’ve reported this bug to TripIt and have asked them to clarify their position with regards to errors like this. I don’t expect to get much of a response (something along the lines of “our terms and conditions state that you use this at your own risk). But needless to say, I won’t be using TripIt in future.

I just hope this can serve as a warning for anyone else that’s using the app to avoid the same scenario.