Update to Group Fitness Waitlist

Published on 23 January 2024

Elderly people exercising.jpeg

In September 2023, we introduced a waitlist feature to support the increasing growth and popularity of classes. The waitlist offers a fair and reliable way for people to secure classes when others cancel their booking.

We have reviewed the data and pleased to share the following results:

  • From October to December, 45,408 people participated in 2956 classes
  • 5,236 people used the waitlist feature with 2,837 successfully promoted to a class as a result of another participant cancelling
  • In December, we sent 1,422 email reminders to participants that booked, but failed to turn up to their class.

We have listened and made some slight changes

Your feedback and data will guide us in making changes that will increase class availability, providing members with the flexibility to cancel Group Fitness bookings up to 1 hour prior to the class.

  1. Members are able to self-administer their cancellation online through ‘My Account’ or call the Centre up to 1 hour prior to the class. 
  2. We will be unable to accept cancellations within 1 hour of the start of the class. Based on feedback this has been determined as an appropriate period of notice for those on the waitlist to prepare and travel to the facility.  
  3. Members who do not attend their booking and do not provide the minimum 1 hours’ notice to cancel will be recorded as a ‘no-show’ and will receive reminder instructions on requirements to cancel their booking.

To make the waitlist feature successful and to increase opportunities for class participation, we request that all members be considerate when cancelling if they cannot attend. We will continue to review these changes closely and hope to avoid introducing penalties related to no-shows.

We hope these small changes will create better opportunities for more members to enjoy our facilities, while still allowing everyone the flexibility to cancel classes they can no longer attend. 

General Information regarding group fitness bookings:

  • Bookings open 49 hours to the class start time
  • Bookings can be cancelled up to 1 hour prior to the class starting
  • All participants must collect a ticket prior to the class
  • Participants must arrive on time to join the class

 

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