The Subway app has potential, but it's missing some key features that make it a frustrating experience at times. While the rewards program isn't a concern for this review, here's what needs improvement:Limited Customisation: The lack of a notes section is a big drawback. Previously, I could specify things like wanting salad dressing on the side. This is important for those who want to avoid soggy ingredients or to make my coffee when I get to the store and not before.Surprise Bag Charges: There's no option to remove the bag from the order, which results in a small but unnecessary 10p stealth charge every time. These bags are ginormous and next to useless without a handle for my single salad 👹.Offering more customisation options and allowing users to opt-out of the bag would greatly improve the app's usability and remove my irritation and stress.

I’m not sure why Subway changed to this app, the previous one worked just fine. I obviously know they switched to an inferior loyalty scheme, but I don’t understand why they switched to an inferior app as well.To start with, I don’t use the various delivery options available and probably never will. I much prefer to go into a store and choose myself - and save the ridiculous delivery cost. I mention this because to see the menu on the Subway app, I have to access it through the ordering option - which is only available if Subway is open. But I don’t want to order for delivery, I want to see the menu…Anyway, that aside, this is a very basic app with very little information. It tells me about lots of deals and promotions (I’m guessing the new loyalty scheme isn’t very popular?), but doesn’t let me see the menu. The app is focused on delivery, but I don’t… never mind.And now the loyalty scheme. I won’t throw my teddies out and stop going to Subway, but it really isn’t very good. I like Subway, but without a decent loyalty scheme I just buy elsewhere. In fact, it turns out I’ve only been to Subway once since this app launched, whereas I used to go every couple of weeks and slowly build up my points. Now I have a scheme that gives me £1 off for every £15 spent, when other schemes are more generous (generally £1 off for every £10 spent). And I have to spend £150 a year to get a slightly less inferior scheme? I’ll be lucky to spend £15 at this rate!

Ok, so my problem is with Subway approach to customers for the rewards scheme, but this new app was the trigger for changing the rewards programme and if this is a sign of how Subway want to treat rewards then it’s a pointless app (literally!). The change from old to new rewards program was advertised in advance. The fact that the old points were not converted and carried across is poor. But to make it worse the old points stopped being accepted earlier than communicated and I therefore lost a lot of credits as the stores would no longer take them. I contacted Subway customer care before the old reward system was retired but have not heard back after 1+ week and under new Rewards system I now have 0 points. I was always of the understanding that Rewards systems are designed to build loyalty and Subway have actively taken my loyalty away. Without the lock in I can start to see how much the sandwich pricing has increased recently…correcting my points with the balance the stores would not accept would help me if Subway are listening?

The app has improved in terms of its usability and it is no longer crashing like it did previously. One major gripe I have though is the way the app calculates your order as it does not include tax. It is always an unpleasant surprise when you go to pay for what think is a good deal and then you have to add 2,3,4 pounds in tax depending on what you buy. This is not usual practice for uk businesses and is more in line with American sales tax practices. All takeaway food has become more expensive but there is no point hiding the true cost until then end as it just frustrates the user who thinks they are paying one price and then feel like they are being scammed as the true price is only revealed when you are making payment. I’d like to see this changed so I can feedback positively about an improved app.