Virgin Voyages 9+

I’ve been booked on a cruise since august and couldn’t add a payment method until about 45 days out from the sail date. Now I’m at 25 days and trying to book a short excursion and though the app still have my method saved, it doesn’t recognize it when trying to book. Even when reentering the information, it doesn’t let me confirm; however, minutes later, I get an email to pay for it through their website and not the app.

Not the friendliest of apps, though I’ve heard it’s better than other cruise lines. I don’t think that “better than others” or better yet “not as bad as the others” is the bar when it’s still clunky and gives a less than seamless experience.

Now I’m afraid I’ll have to wait to get onboard to try and book these experiences, despite having availability now and there won’t be any then. I’ve already had to email customer service twice for this cruise and it’s annoying to have to do over and over again, especially when they clearly can’t get this one simple app to work properly even when they had COVID give them extra time to work on it and then having sailings since 2021.

At least the onboard experience is infinitely better.

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…