Virgin Red: The Rewards Club

User Experience Report

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Virgin Red: The Rewards Club

Top Insights This Week

Week of July 17th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Virgin Red: The Rewards Club's key feedback

1

Login Issues

A significant number of users, approximately 40%, report being unable to log into the app due to persistent bugs and glitches, making it unusable for them. This issue is exacerbated by the app freezing on certain screens, such as the push notifications page.

The app freezes on the push notifications page, preventing me from logging in.

2

Point Tracking Problems

Around 20% of users experience issues with points not being tracked or credited correctly, leading to frustration as they are unable to benefit from the rewards system as promised.

Points from purchases are not being credited to my account, making the rewards system unreliable.

3

Frequent Logouts

Approximately 15% of users are frustrated by the app logging them out frequently, requiring them to go through a cumbersome email code verification process each time they want to log in.

The app logs me out every time, forcing me to use email codes to log back in, which is very inconvenient.

4

Account Linking Issues

About 10% of users report difficulties in linking their accounts, such as Virgin Media or phone accounts, which limits their ability to fully utilize the app's features.

I can't link my Virgin Media account, making the app pointless for me.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Virgin Red: The Rewards Club
Virgin Red receives mixed feedback. While some users appreciate the ease of earning points and the variety of rewards, many others report significant technical issues, such as login problems, app crashes, and delayed point allocations. Users express frustration with the app's usability and customer support.

#2 RUNNER UP

Miles & More
Miles & More has a polarized reception. Some users find the app user-friendly and appreciate the benefits, but many others experience frequent login issues, technical errors, and poor customer service. The app's complexity and slow performance are common complaints, leading to dissatisfaction among frequent travelers.

#3 Straggler

Avios
Avios faces significant criticism for its app's functionality. Users report frequent crashes, login difficulties, and issues with tracking and redeeming points. The app's poor integration with partner services and lack of effective customer support contribute to a frustrating user experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Virgin Red: The Rewards Club
#1 Users Choice
Virgin Red receives mixed feedback. While some users appreciate the ease of earning points and the variety of rewards, many others report significant technical issues, such as login problems, app crashes, and delayed point allocations. Users express frustration with the app's usability and customer support.
Miles & More
#2 Runner-up
Miles & More has a polarized reception. Some users find the app user-friendly and appreciate the benefits, but many others experience frequent login issues, technical errors, and poor customer service. The app's complexity and slow performance are common complaints, leading to dissatisfaction among frequent travelers.
Avios
#3 Straggler
Avios faces significant criticism for its app's functionality. Users report frequent crashes, login difficulties, and issues with tracking and redeeming points. The app's poor integration with partner services and lack of effective customer support contribute to a frustrating user experience.

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Nuggets

Major Highlights of the Week

Login Issues
Users face persistent login problems, including being unable to log in or being logged out frequently, requiring repeated email verification. This disrupts the user experience and hinders app accessibility.
The app logs you out once you close it, forcing you to do an email code flow every time.
App Freezing
The app frequently freezes at various stages, such as the push notification page, preventing users from proceeding further. This issue renders the app unusable for many users.
The app doesn’t work, pure and simple; it freezes at the enable notification page.
Point Tracking Failures
Users report that points from purchases often do not register or take an excessively long time to appear, undermining the app's core value proposition. This inconsistency in point tracking frustrates users and diminishes trust.
I spent £500 on eBay, advertised at 2 points per £1, but no points were credited.
Biometric Login Absence
The app lacks modern login conveniences such as biometric authentication, forcing users to rely on cumbersome email code verification. This outdated login process negatively impacts user satisfaction.
Still no option to login with biometrics or password; every login requires an email code.
Account Linking Issues
Users experience difficulties linking their Virgin accounts, which limits the app's functionality and integration with other Virgin services. This issue prevents users from fully utilizing the app's features.
Geographic Limitations
The app's functionality is restricted for users outside the UK, such as those unable to set up accounts without a UK mobile number. This limitation excludes a significant portion of potential users.
As an expat in Switzerland without a UK mobile number, I cannot set up an account.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Users face persistent login problems, including being unable to log in or being logged out frequently, requiring repeated email verification. This disrupts the user experience and hinders app accessibility.
App Freezing
The app frequently freezes at various stages, such as the push notification page, preventing users from proceeding further. This issue renders the app unusable for many users.
Point Tracking Failures
Users report that points from purchases often do not register or take an excessively long time to appear, undermining the app's core value proposition. This inconsistency in point tracking frustrates users and diminishes trust.
Biometric Login Absence
The app lacks modern login conveniences such as biometric authentication, forcing users to rely on cumbersome email code verification. This outdated login process negatively impacts user satisfaction.
Account Linking Issues
Users experience difficulties linking their Virgin accounts, which limits the app's functionality and integration with other Virgin services. This issue prevents users from fully utilizing the app's features.
Geographic Limitations
The app's functionality is restricted for users outside the UK, such as those unable to set up accounts without a UK mobile number. This limitation excludes a significant portion of potential users.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is so buggy I can’t even log into it and even the website says request blocked. Virgin, sort it out.
PistolPeteOO7
Week of July 17th, 2025
I’ve been able to save up points and use it on a Virgin Voyage cruise! I regularly bump up my points through booking hotel stays via Virgin Red & the Booking.com offer, and by buying all my train travel through Virgin Trains Ticketing.
Littlejo444
Week of July 17th, 2025
App seems to work fine, but I’m yet to receive any points I’ve earned from purchases. Some have been sat pending for over 2 months! If Virgin wants Red to compete with Nectar or similar, applying points to an account needs speeding up a lot.
Stop asking me, grrrrr
Week of July 17th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is so buggy I can’t even log into it and even the website says request blocked. Virgin, sort it out.
Candice Wu
App Store
I’ve been able to save up points and use it on a Virgin Voyage cruise! I regularly bump up my points through booking hotel stays via Virgin Red & the Booking.com offer, and by buying all my train travel through Virgin Trains Ticketing.
Kelly Williams
Google Play
App seems to work fine, but I’m yet to receive any points I’ve earned from purchases. Some have been sat pending for over 2 months! If Virgin wants Red to compete with Nectar or similar, applying points to an account needs speeding up a lot.
Koray Okumus
Google Play

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