Just downloaded and have wasted 20 minutes fighting with it just to set up my profile for an up coming cruise (which is showing up) and can’t get through it. From other horrible ratings going back a year it appears that this is just the tip of the iceberg, and there’s been no effort to fix multiple problems with this substandard app. First I had to fight to get it to accept the year in my DOB- would only accept the first 3 numbers. Finally got it to work by inputting the last 2 numbers, then moving the cursor to insert 19 at the beginning. Now I’m fighting with the selfie photo- it keeps rejecting it over and saying it shows a “foul gesture”. Is this their way of saying I’m too ugly to go on one of their cruises? Not sure where I even go from here, because it won’t let me proceed without a photo.Update: 13 days out from the cruise now, and constantly getting error messages and problems loading pages to book things. Tried going to their main web page, and things there are just as buggy, error messages and selections not loading. Everyone on my cruise is having the same issues so it’s not just me; shows a complete lack of consideration for your customers time to keep wasting it like this with glitches that, from other reviews, never get addressed. Maybe consider just going back to a basic app and webpage with simple buttons and pull downs that actually work instead of trying to be flashy.

The design of the app is good overall - usually easy to find what i’m looking for. However, when dining reservations first become available for a cruise, the app cannot handle the load from hundreds of people trying to book at the same time. This has happened to me for all four Virgin cruises I’ve gone on. For my upcoming cruise, I set an alarm to wake me up at midnight when the restaurant reservations opened. I got a “sorry try again” error when I tried to open the restaurants screen. I kept trying for 15 minutes straight and eventually gave up, since I needed to get some sleep. When I went back on at 7:00am, all the prime slots had been booked for all six restaurants, and The Wake (our favorite restaurant) was fully booked for the entire week! I love Virgin, but I hate this app right now. I’m a software engineer, and it’s inexcusable this is still an issue 2 years later. Hire some better people and fix it!

This is absolutely the least functional app that I have ever used since smart phones were invented. It is mind boggling that, with all of the money that Virgin has put into Virgin Voyages, they can’t get their app working practically at all. The same problems that plagued this app a year ago when I first started using it, still plague the app today. I have seen zero improvements over that time despite thousands of people complaining about it, and reporting the same issues. Everything about the cruise relies on this app as Virgin wants you to use it for everything you do, so the frustration never ends, not even when you’re on board. The problems are too numerous to list, but just figure that every single thing that the app is supposed to do, it does not do well, or in some cases, at all. Also, it is very difficult and non-intuitive to navigate. Most of the other reviews list out specific problems and they are all accurate. I believe that if Virgin Voyages cares about staying in business, they need to throw this app away and start over from the beginning, because it must be unfixable based on the fact that nothing has improved at all.

I have tried to get my husbands and my account resolved for the past 4 days. First the US number sent me straight to voicemail during business hours. I used the chat, had a case created, and was told by the agent it would be fixed in 48 hours. I called after 48 hours had passed, agent had zero notes added, and had closed my ticket. The agent on the phone created a ticket said it was escalated, it would be completed in the next 2 hours, and I would get an email. I called after 6 hours, this agent was the worse of all 3 experiences. He asked me for the ticket number I said I didn’t have a ticket number. He said yes because we don’t give those out rudely.I said why did you ask me for a ticket number. He said because you said you have a ticket trying to be smart-alecky. He did basic troubleshooting with me for 20 minutes, interrupting me and told me to just show up at the terminal and that we didn’t need the app!!! Now all the reviews I’ve read said we need this app. I’m so disappointed in VV customer service. I hope this is not a reflection on how the cruise will be. I’m still trying to get this fixed before our sail date…