Review Insights · App Store
Virgin Australia
VIRGIN AUSTRALIA HOLDINGS PTY LIMITED · 1,326 ratings · ★ 4.7
4.7
★★★★★
1,326 ratings
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Top complaints - extracted from 20 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"useless"
6 negative reviews mention this · 30% of all complaints
★★★★★ "Lack of Accuracy- Not recommended by VA staff. Real-time flight information was inaccurate on the VA app, despite flight tracking and boarding information being a key offering within the app. This resulted in a failure to board while at the airport on-time. Virgin Australia staff advise…" - AlexanderR310
2
"virgin"
5 negative reviews mention this · 25% of all complaints
★★★★★ "Poor. Poor design, difficult to use, freezes frequently and more issues. To be fair, one thing Virgin airlines do well, is to RIP-OFF customers." - Mehran8
3
"into"
4 negative reviews mention this · 20% of all complaints
★★★★★ "App won’t update. The latest app won’t update on iPhone. It goes into a loop saying to update to the latest version. Once you update, the same verbiage comes up saying to update to the latest version. Deleting the app and reinstalling does not help. The de…" - Frustrated Traveler44
4
"does"
4 negative reviews mention this · 20% of all complaints
★★★★★ "App won’t update. The latest app won’t update on iPhone. It goes into a loop saying to update to the latest version. Once you update, the same verbiage comes up saying to update to the latest version. Deleting the app and reinstalling does not help. The de…" - Frustrated Traveler44
5
"boarding"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Unable to access boarding pass. This might be the worst travel app I have encountered. The most basic functionality would be to sign up and get one's boarding pass, however the link to start a new account gives a server access denied message." - AvidBibliophile
6
"travel"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Unable to access boarding pass. This might be the worst travel app I have encountered. The most basic functionality would be to sign up and get one's boarding pass, however the link to start a new account gives a server access denied message." - AvidBibliophile
7
"poor"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Poor. Poor design, difficult to use, freezes frequently and more issues. To be fair, one thing Virgin airlines do well, is to RIP-OFF customers." - Mehran8
8
"airline"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Poor. Poor design, difficult to use, freezes frequently and more issues. To be fair, one thing Virgin airlines do well, is to RIP-OFF customers." - Mehran8
9
"option"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Seat selection. If you choose the option you do not see price until after and there is not an option to unselect." - Kuggledog
10
"check"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Check in does not work if in a group. Frustrating" - degrood2009
11
"work"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Check in does not work if in a group. Frustrating" - degrood2009
12
"reference"
3 negative reviews mention this · 15% of all complaints
★★★★★ "Disappointing. Quite disappointing for an airline app. No option to add your velocity digital card to your apple wallet & feels quite bare for an airline app. I am comparing this to other apps I use like American Airlines & DELTA, which all have a very de…" - Sab_Bee_Tee_9
📋 All 20 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App won’t update
The latest app won’t update on iPhone. It goes into a loop saying to update to the latest version. Once you update, the same verbiage comes up saying to update to the latest version. Deleting the app and reinstalling does not help. The developers need to fix the update.
Unable to access boarding pass
This might be the worst travel app I have encountered. The most basic functionality would be to sign up and get one's boarding pass, however the link to start a new account gives a server access denied message.
Poor
Poor design, difficult to use, freezes frequently and more issues. To be fair,
one thing Virgin airlines do well, is to RIP-OFF customers.
one thing Virgin airlines do well, is to RIP-OFF customers.
Lack of Accuracy- Not recommended by VA staff
Real-time flight information was inaccurate on the VA app, despite flight tracking and boarding information being a key offering within the app. This resulted in a failure to board while at the airport on-time. Virgin Australia staff advised to “never use the VA app for flight information” and suggested that all tracking should be done via Google only. This renders the app essentially useless.
Poor and Useless App
Just tried to open my recent activity from the Virgin App and it forces you to another app and the Velocity app says “error”.
Come on guys, I expect this from a regional airline, not one I have been flying internationally for decades.
Is anyone beta testing the apps before they are published?
Come on guys, I expect this from a regional airline, not one I have been flying internationally for decades.
Is anyone beta testing the apps before they are published?
Seat selection
If you choose the option you do not see price until after and there is not an option to unselect.
Check in does not work if in a group
Frustrating
Review
Horrible customer service. Have a travel bank credit and they wont let me use it. Cant change my seat on the app. Awful
Limited countries for registration
Can only register if your home or business address is in one of a very few countries. No one else travels in Australia?
Useless
I’m successfully logged into this app, but it does NOT show any of my upcoming trips, even though they show up fine when I log into the VA website in a browser. If i try searching for a trip using the booking reference, it gives me a generic error message. Waste of time.
App wont open
App crashes when loading, tried every trick but wont work 😒
Terrible
Utterly useless. Doesn’t work at all, login does not work. Links to a webpage and then dies. Needs to be rewritten. Seriously bad. Who signed off on this?
Poor app
I’m surprised VA has such a cumbersome and awkward app. I just went in to check in and get mobile boarding passes for me, my wife and my daughter. I got mine and added it to Wallet without a problem. And then it ended the check-in process.
When I tried again, it just kept showing me the single boarding pass I’d downloaded. What about the other two? In order to check them in, I had to go to the mobile site, log in with my name, reference and airport and then - since downloading to Wallet wasn’t an option this time - get their boarding passes texted to me, follow the link sent and then download the boarding passes. What a rigmarole!
It’s not good enough. I travel in the US a lot. If you want to see how a good airline app should be like, look at Delta’s. Virgin could learn from that.
When I tried again, it just kept showing me the single boarding pass I’d downloaded. What about the other two? In order to check them in, I had to go to the mobile site, log in with my name, reference and airport and then - since downloading to Wallet wasn’t an option this time - get their boarding passes texted to me, follow the link sent and then download the boarding passes. What a rigmarole!
It’s not good enough. I travel in the US a lot. If you want to see how a good airline app should be like, look at Delta’s. Virgin could learn from that.
No numbers accepted in the booking reference
You cannot use this app if you don't have a membership and you try to pull an itinerary with the booking ID. You can't type numbers into the booking reference field. It's alpha-numeric. Seriously?
Horrible app
It mostly crashes and times out.
Flyer
Awful app and terrible FF program. I live in the USA and therefore can't use the app since it requires you to join their program to use. Since I live in the USA, I can't join. Useless! I'm taking 3 VA flights on this trip in AUS. Thanks for the help. Besides that, the app is confusing, frustrating and the colors and small fonts make it hard to read. Start over or give it up.
App unusable
First, this app is near impossible to navigate. Also, your booked flights aren't saved in the app. Making the app useless.
Was the designer blind?
I have no problems with my eyes but this app is near impossible to use. Takes an effort to read anything. Come on Virgin.
Disappointing
Quite disappointing for an airline app. No option to add your velocity digital card to your apple wallet & feels quite bare for an airline app. I am comparing this to other apps I use like American Airlines & DELTA, which all have a very detailed design, you can get all your information & easily store information into your apple wallet & change preferences on your profile.
This app feels like it’s about 5-7 years behind.
This app feels like it’s about 5-7 years behind.
Disappointing
For critical services (like login and check in) it just opens a web window that sometimes works.
Sentiment summary
94%
Positive (4-5★)
1%
Neutral (3★)
4%
Negative (1-2★)