In response to customer feedback regarding the challenges of booking popular Active classes, we're pleased to introduce waiting lists for our customers to book available slots on busy fitness and aqua classes.
Book your slot on the waiting list in the same way as you would make a booking via the App, for fully booked classes.
When someone cancels their booking on that class, all customers on the waiting list will receive an email, with a unique booking link, inviting them to make a booking. The slot will be allocated to the first person on the waiting list to respond to the email.
Q: How does the waiting list work?
A: You can book your slot on the waiting list in the same way as you would make a booking via the App. This option will be automated on classes that are fully booked and will give you, and us a complete picture of how many people are on the waiting list. When someone cancels their booking on that class, all customers on the waiting list will receive an email, with a unique booking link, inviting them to make a booking. The slot will be allocated to the first person on the waiting list to respond to the email. You will receive an email for every slot that is released, until you secure a booking, or remove yourself from the waiting list.
Q: Can you call me, instead of emailing me when a slot becomes available?
A: No. The processes are fully automated as we do not have the people resources to continuously monitor the class numbers through the day.
Q: Why have I had multiple emails about available slots?
A: An email will be generated every time a slot is released as long as you are on the waiting list. If multiple customers cancel their bookings, you will receive an email each time a cancellation occurs, until you secure your booking or cancel your waiting list slot. If you notice multiple emails in your inbox, please use the link in the latest one.
Q: What if I cant attend after all and no longer want to be on the waiting list?
A: You can cancel your slot on the waiting list via the app at any time, in the same way as you would to cancel a booking. Its important you do this, to ensure the waiting list is cleared and available slots are opened up for general booking where possible.
Q: If I’m not on the waiting list can I still make a booking?
A: Slots will be allocated to those on the waiting list first. If more slots become available after the waiting list is cleared, you can make bookings in the usual way.
Q: Can I be added to the waiting list if I don’t use the App and book over the phone?
A: No. Waiting list communications are fully automated and require you to be registered to use the app and have an email contact in your account records for these communications.
Q: Can I use waiting lists if I’m not a member?
A: Yes, you just need to register via Join at Home to be a “Pay and Play” customer, so you can then register to use the App for bookings. If you secure a slot after registering on the waiting list, you will be prompted to pay online to secure the booking.
Q: Why is the waiting list not first come, first served?
A: Our system is designed to provide equal opportunities for everyone to access their desired classes. Unlike a first-come, first-served approach, our goal is to prevent scenarios where the first person's non-response hinders others from booking. This ensures fairness and inclusivity in our class allocation process.