Velocity Frequent Flyer 4+

This App Is Taking Off! ✈️

If I had one word to describe this app it would be “groundbreaking”. Unlike planes that have fallen out of the sky and literally broken the ground (much like ‘other’ apps), this app continues to exceed my expectations and make me feel like I’m flying first class. I have found time and time again that other frequent flyer applications are buggy and slow… call that jet lag. This app on the other hand rivals the speed and performance of some of the newest Boeing planes on the market. Needless to say I think this app has really “taken off’ thanks to the incredible work done by the testers such as Andrew working on this app. Great work team!

Terrible when booking with points - great for traveling

Positives. This is a great app for when you are traveling with all your trips stored in a single location. It makes checking in easy at the airport.

Negatives. Several times I have been unable to book using the app when using points, I have had no problems when an book using a credit card. I was very frustrated to get caught in a loop that kept asking me to login to finalise the booking when I was already logged in. After several tries, it works, but last week, I had to eventually call to book the flight to ensure that I was on the same flight as my partner. I wasted 2 hours and ended up paying more than twice the points than I would have had the app worked the first time. I emailed Customer Care and got the same line about prices changing due to high demand. I sent proof that I was logged in when I received the error message, but that fact was not acknowledged.

Developer Response ,

Hello, thanks for your feedback and the compliment you included. Glad to know you're able to conveniently view trips when needed. We also appreciate your feedback regarding reward the seat booking experience. This is something we're currently looking to improve with the Virgin Australia app and website where the booking experience occurs. While demand for flights do change daily, we hope to at least save our members time (and points) when looking for reward seats. - The Velocity App team

The service

Where do I start, this isn’t to do with the app in whole but the structure of the whole company. Let’s start with the app, not having you constantly signed in having it randomly sign you out, it not recognising you when trying to sign back in. Now onto the company. I’ve never been delayed so often in my life as a person that fly’s regularly on a business account you may as well be told you’re still a peasant. Having flights canceled at 11pm to be sent a message saying to change flights only to run around a website and be told you can’t do it online. A call centre with absolutely no repercussion to terrible service, with a major lack of brain power to even get you on another flight. I once asked if there was a review questionnaire after the call and was told “no we don’t have that set up” it sure does seem that way. I can’t wait for the day that other airlines are able to come into Australia for domestic flights and virgin feels the squeeze along with quantas.

Developer Response ,

Thanks for your feedback and letting us know about your experience. If you'd like to help others who might be experiencing the same, please let us know when exactly you are getting logged out (after a button tap or interaction) by emailing digital@velocityfrequentflyer.com. As for your airline experience, unfortunately the appropriate team do not monitor the Appstore feedback as its specifically for the Velocity app. Please forward all airline feedback using the following form to ensure your feedback gets processed so that services can be improved for yourself and others: https://www.virginaustralia.com/au/en/help/contact-us/feedback/ Thanks again and all the best!