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Member Updates
New Class Cancellation Period
Following feedback on the various platforms that we seek to communicate with our customers, whether that be social media, Happy or Not (not all sites have these), NPS survey's; we have also listened to feedback via our leisure centre staff and our customer service centre regarding fitness classes. A large proportion of comments relates to the booking period of fitness classes, noting that the 1-hour cancellation period means often those wanting to attend, do not have the time to book on and organise their time to then travel at short notice.
Having taken this on board and looked at other operators, we have decided to trial a 4-hour cancellation period, starting 2nd June. This means that if you wish to cancel your booking on a class, this needs to be done 4 hours or more before the class start time to avoid incurring a late cancellation or non-attendance charge. This allows those that would like to attend the class to have more time to book on and attend. We will continue to work with customers individually as we understand situations arise out of their control at last minute similar to way we already do.
The trial will be for a period of 6 months, by which point we will assess the customer and team feedback on whether 4 hours cancellation period is working, or if we need to rethink the cancellation period some more.
Please note this allow applies to squash bookings.
Changes to the data we collect
We would also like to inform you of some updates to the data we collect. Now, when anyone joins Active Leeds we will be asking some optional questions to get to know a bit more about you, these include asking you your ethnicity and if you have a disability. We want to make sure that Active Leeds represents its customers and to do that we need to know our customers. Having this information will help us with things like leisure centre improvements, funding bids and programming.
As a current member we are asking you to help us by updating your own details, this includes the new information but also ensures we have your up to date details should we need to contact you regarding your membership. To update your details go to then log into your account, head to the 'My Account' section, check your details and fill in our 'more about you' section.
Update your details