Wednesday, May 13, 2009

Is this a bug?


I was flying from Cape Town to Bangalore through emirates flight. It is convenient to online check-in. I do it as I can choose an aisle seat. But for the second time, I got into problem while doing online checking for emirates. Probably the Internet connection was slow – in both occasions, emirates online application did not respond and I had to close the browser after 5-10 minutes of frustrating wait – staring at screen.

Here is the bug that frustrated me…

· I try to do an online check in and would like to change the seats.
· Application hangs when trying to save the changes.
· Close the browser.
· Try again to do check-in
· Get a message that the passengers have been checked in.

Fine – how will I know what are my seat numbers? How do I view my check-in details.

Apparently there are no easily reachable ways to gather information. Probably there is none. How do I search where is “view check-in details” or “view eBoarding Pass” or something similar? I tried site map, tried “Help” and tried “search”… could not figure out the link for viewing check-in details.


Is this a bug? If you are a tester will you catch this bug? If you are a developer will you accept that this is a bug? I am sure most people will say “if this is an intended functionality (I think, it is), then it should be documented requirement specifications. Once it is there, tester can write the test case and developer will make sure that the functionality is coded and tested”. Some testers might say this is “nice to have feature” …

What might have happened here? Requirements problem? Development problem? Or a Testing problem?

15 comments:

Markus Gärtner said...

Michael Bolton taught me a good lesson here. The bug you found is a bug, since it violates the oracel of User Expectations. You - as a reasonable user of the system - expect to see your seat number and get defailed information of your reservation. Therefore it violates what you as a user expect from the system.

Answering your remaining question:
- Would I have found it? Possibly, possibly not. There is a 50:50 chance, but it would be speculation. The development project could have been under time pressure so that testing efforts were cut, maybe there were just youngsters on the project. The context should be more specific in order to answer this question.
- As a developer I would have the insight that I produced crap if you provided me a bug description of this kind.

Kind regards
Markus Gärtner

Arun Vijayaraghavan said...

Srini, for a customer who visits the site to do e-checkin it is defenitly fustrating. But are you sure this issue is consistant to all users? did try doing an online checking with the same browser always. Why cant you try using different browsers. Next time around you could try to use either Chrome or firefox. If you still have the same problem we might be able to conclude the issue(defect) is common across different browsers.

I fear there might be some plugin, app, or something missing in your browser that might have been missing. This could be the reason why your browser hangs.

if the issue is consistant across browers and Operating systems (XP, VISTA, linux, OS2) you can report it as a defect. I know i am asking too much, but ofcourse that is why we are branded as testers :P

Thanks,

Anne-Marie said...

Is it a bug? Yes, but to me the bug is the application hanging due to the slow response.
I suspect your frustation originates there and finalised when you tried to check in again.
Get rid of the original problem and you wont need to face the following issues.
I don't think that its of any value identifying where the problem started as I would expect all three areas to examine and identify the issue.

Shrini Kulkarni said...

@Anne-Marie,

I think there is more than one bug here.

>>>bug is the application hanging due to the slow response.
Application hanging (apparently due to slow response) was too generic bug and can happen to anyone at any time. I would not bother that much..

>>> Get rid of the original problem and you wont need to face the following issues.

I am afraid not!! even if I had managed to complete the process without any errors or hanging - there is no way for me to view the check-in details. It is possible that I might forget the details.

Not showing checking details in view mode after the check-in is a terrible bug, I believe. I can not find the link through both search and sitemap.

Shrini

Shrini Kulkarni said...

@Arun,

>>But are you sure this issue is consistant to all users?

I am not sure... Is there any way to find out that?

>>>did try doing an online checking with the same browser always.

Unfortunately, this is real time usage not testing. I will get to web check-in when I get to travel through emirates. There is no second (or many) dummy trials that I can check. I used IE on windows 2000 for this. Next time I will try with Firefox, Chrome etc. I also need to find a relevant slow speed connection to simulate application hanging.

>>> I fear there might be some plugin, app, or something missing in your browser that might have been missing.

I am not sure missing plug in causes application hanging - but that could be a potential trail to explore.

>>>I know i am asking too much, but ofcourse that is why we are branded as testers

No ... you are not asking too much, I will try the variations on next available opportunities.

Shrini

Shrini Kulkarni said...

@Markus

>>Would I have found it? Possibly, possibly not. There is a 50:50 chance, but it would be speculation.

That is an important point to note. The probability, too, may not be 50-50 could of 0-100 or 30-70...

Shrini

Sharath Byregowda said...

You (user) were bugged with the behavior of the site, so I feel it's a bug.

Why was the bug not found during development, testing, UAT, etc - Well, I could think of a numerous reasons.

Involving users to test the site could had been a good idea.

So, did you report the issue to Emirates? what was their response?

-Sharath.B

Arun Vijayaraghavan said...

alright srini. I understand that you are fustrated as an end user. I am sure you would enjoy to encounter such a situtation as a tester.

Give it a shot next time around with firefox or Chrome.

Thanks,

Aravind said...

Hi,

Lets analyze this problem in 2 broader sense, say
1. "Application hangs when trying to save the changes." - firstly need to find out is this a real problem with the application or the environment problem (ie the m/c,the browser in which the application was accessed) because application crash can happen due to slow n/w, memory leakage in browser or even a low configuration. Assuming the system is ok because it posted the value to the database correctly thats why on second time it says already checked in.

2. "Fine – how will I know what are my seat numbers? How do I view my check-in details." - this is seriously termed as a poor usability bug/issue which does not provide atleast an option to view or get the required info. But this can also be termed mostly as feature requirement/enhancement/roadmap/limitation for now ect., by the products that addresses the SME market due to time & cost constraints.

Moreover the above said things are from a QA perspective but as a end user this kind of behavior on a important process(if is real on the application)/lack of usability will leave a destructive impression rather than a constructive one.

Thanks,
Aravind Kumar.S

kamalesh said...

I think it is a bug, as it is not satisfying the end user and cause inconvenience also it is causing business impact, the customer may not come again to the site

Mrudula said...

Very impressive bug and related comments on it!!! Enjoyed reading them.
I would definately consider it as bug. The user frustation as stated above, may be a local OS or browser issue but I would expect it to be sorted at testing level..even a slow client-server response is a valid issue, right?? Because we are dealing with a Public website, as a good tester, I would test this on various OS and browser combinations (windows 2000 and IE is not a rare combination)..I personally think this as unfair to the user to ask him to try using the application on different browsers or PCs. May be here where we testers would have used a little bit of automation to save testing time...
Please correct me if I am too agressive.

Thanks and Regards
Mrudula Joshi

VJ said...

That depends on what hat i wear during the phase of testing. Yes this is a bug and definitely to be addressed. Am speaking on the application getting stuck here and you know what hat am i wearing now...

So when am about to wear a hat of UAT, (i hope that is what you are upto) i wouldn't say this(no link to view checkin details) a bug, instead a value addition to address a bug if it happens like when application hangs up.

Ams said...

Excellent catch!!!

No comments on whether this is a bug!! I am being a tester at your position would rather said......his/her fault but I then realized, I had to catch a plane.

avin said...

Being a Tester - under UAT tester could have raised a question(requirement missing from functionailiy view) or should have put this as a suggestion.





Avin Gupta
Ex.QA
09899153184
Educomp Solutions Limited

testingideas said...

This looks like a requirement problem,because it can happen in any website,when we lose the internet connectivity.There should have be an option to key in your ticket number to check your status
--Dhanasekar