New app embarrassingly BAD
The 4.1.1. update has made very little difference. The building blocks to the app are severely and fundamentally flawed, to the point that the phrase “polishing a ****” rings true. I’m so fed up with not being able to clearly and easily see and book classes. Terrible stock images everywhere (I can’t bear their faces now). “Rewards” don’t work. I’m supposedly a silver member but none of the “silver” “rewards” are unlocked. No one in club knows what to do. Sometimes my classes don’t register on the app. What an absolute mess. I’ve stopped using the app and now just use the website, not ideal at all. No one in club I’ve spoken to has a positive word to say. If I had the option I’d give this app 0 stars!! It’s so very bad, in fact the worst app I’ve ever used. Desperate for the old app to be reinstated, the new one is ruining my user experience of Virgin Active. 😔
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Response from developer
Thanks for your feedback. Just so you know, we updated the app last week & improved the functionality.
Latest Update Ruined the Experience
The latest update of the Virgin Active app has significantly worsened the overall experience. The process of booking classes has become unnecessarily complicated. What used to be a single click is now a cumbersome multi-step approach. Users can no longer save multiple timetables; instead, they each time have to select clubs and only then filter for class types. Additionally, the waitlist for a class cannot be seen until users click on the specific class, which is quite inconvenient.
There is no longer a single page where users can view all their classes. Now, they are mixed in with other information, requiring horizontal scrolling—a poor user experience on a vertically-oriented phone screen. Moreover, users can’t see the instructor of a class they booked until opening the class. Instructors often change, and users don’t always remember which class they booked a week ago.
If users wanted a website experience, they would go to the website. This is an app, so it should look, feel, and work like an app. These are just a few examples of the issues with the new update. While the attempt to add more features is appreciated, please do not do so at the expense of ease of use and simplicity. Please bring back the single-page class timetables and booking experience users had before and relocate the additional features elsewhere.
There is no longer a single page where users can view all their classes. Now, they are mixed in with other information, requiring horizontal scrolling—a poor user experience on a vertically-oriented phone screen. Moreover, users can’t see the instructor of a class they booked until opening the class. Instructors often change, and users don’t always remember which class they booked a week ago.
If users wanted a website experience, they would go to the website. This is an app, so it should look, feel, and work like an app. These are just a few examples of the issues with the new update. While the attempt to add more features is appreciated, please do not do so at the expense of ease of use and simplicity. Please bring back the single-page class timetables and booking experience users had before and relocate the additional features elsewhere.
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Response from developer
Thanks for your feedback. Just so you know, we recently updated the app & have reduced the number of steps when it comes to viewing your bookings, booking a class or cancellation. Waitlist positions have also been added next to every class. Class bookings can be viewed by going to Home > Class Bookings. Instructor names are also visible under the class names on the main timetable page. We appreciate your input as we consider ways to enhance our member experience.
Upgrade made the app unusable
The new app no longer allows to search for and book classes across pre-selected gyms near you and is limited to the ‘home club’. Tons of fancy (and useless) tabs and functions added - but the single most important reason why the app was required - to easily search and book pre-selected classes in pre’selected gyms had been removed ... one now needs to manually search for any gym that is not the home gym every time. Extremely disappointed and going back to the web version 🫤 Can the option to use the old app please be added - it was easy to use and was not broken ?
The app only needs to give one a handful of things . Search class…. Book class.…see your bookings. It is ok to have a section on media, loyalty and news - it can be at the very last tab and one in ten people might occasionally venture there. It should not be the front page. … whoever developed this has never been a gym member themselves … a gym app needs clear and simple graphic, 80% of focus on class bookings, 10% focus on managing your membership and maybe 10% everything else. This app is 80% everything else and you might book a class if you’re lucky. Another personal bugbear is removing the option of cancelling the membership from the app - I am extremely annoyed by apps that force you to call the provider to cancel instead of pressing a button - surely that’s a violation of consumer rights.
The app only needs to give one a handful of things . Search class…. Book class.…see your bookings. It is ok to have a section on media, loyalty and news - it can be at the very last tab and one in ten people might occasionally venture there. It should not be the front page. … whoever developed this has never been a gym member themselves … a gym app needs clear and simple graphic, 80% of focus on class bookings, 10% focus on managing your membership and maybe 10% everything else. This app is 80% everything else and you might book a class if you’re lucky. Another personal bugbear is removing the option of cancelling the membership from the app - I am extremely annoyed by apps that force you to call the provider to cancel instead of pressing a button - surely that’s a violation of consumer rights.
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Response from developer
Thanks for your feedback. Just so you know, we recently updated the app & have reduced the number of steps when it comes to viewing your bookings, booking a class or cancellation. We also added the waitlist position function back on. Cancellation can be done in club, via email, and via the live chat on our website.