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New booking & cancellation policy for classes an sessions

New booking & cancellation policy for classes an sessions

Published: 19th November 2020

Leisure centres have never been more essential for keeping us fit and healthy, having helped many of us to get through the pandemic and the challenges it has brought for us all over the past twelve months.

In an effort to help people attend more classes and reduce the number of cancellations, we’ll be introducing a set of new booking measures.


Quick links

Please see below for the list of quick links on our new booking measures:


We’re pleased to report that leisure centres are amongst the safest regulated environments – a large part of which is down to our members following our safety measures, which we thank you for.

Group fitness classes, gym sessions and swimming play a large part in the physical and mental health of many of our members, so it is important that we all work together to ensure we give each other as much opportunity as possible to attend classes and swim sessions, at a time when capacity is greatly reduced due to social distancing measures.

As part of our vision, which is to bring people in the community together and make their lives better through improved access to health and wellbeing facilities; we want to be able to make our activities accessible to everyone – but we need your help to do so!

We regularly review your feedback and are aware that, before the second lockdown, many of you were struggling to attend classes and lane swimming sessions due to them getting booked up very quickly. We had increased the class cancellation window to 3 hours, to try and give those on waiting lists a better chance of attending classes, however we realised that further steps needed to be taken.

Our figures show that:

  • We had 27,924 group fitness bookings from 27th July 2020
  • 10,552 of those cancelled their class
  • 1,148 failed to attend their class

Please see the list of our new booking measures in detail below.


We have a new ‘two-strike’ rule

We have introduced a new ‘two-strike’ rule for cancelling swim sessions and classes. This means that if you cancel one of these activities within three hours of the session starting, or you fail to attend your booked session, a strike will be added to your account and it will stay on your account for 30 days. If you then get a second strike, you won’t be able to book a session for eight days. Your account will refresh after your 8-day ban.


We have waiting lists

Remember to check your emails or the Active Tameside app if you’re on the waiting list for a session, as they will let you know if you have managed to get onto the desired session. This will now only happen up to one hour before the session start time.

From 60 minutes to 5 minutes before the start of the session, please check our app or website to see if any slots have become available and book as normal.

If you are on a waiting list but can no longer attend the session, please remove yourself from the waiting list so that you don’t get automatically placed onto the session when a space becomes available.


We have introduced a rolling booking system

The rolling booking system means that the earliest you can book an activity as a member will be eight days in advance at the time that the activity is due to start. This is instead of the previous procedure which opened bookings at 9am, eight days before the date of the class or activity. We have taken this step in order to make the booking process fairer for those who are unavailable to book at 9am. Casual members are able to book seven days in advance.


We are adding new classes!

We have added an extra 26 group exercise classes to our timetable, following your feedback, to give you more choice and offer more places whilst social distancing measures in place. This equates to an additional 2,436 places per month and 609 places per week.


In the meantime, we kindly ask that you help us to help others by doing the following:

  • Only book classes, swims and gym sessions that you fully intend to go to.
  • If you are unable to attend, cancel your place as soon as possible and more than 3 hours before the class/activity is due to start.
  • Wear a mask upon entering the centre and while moving through the centre, before and after your class/activity.
  • Stay a safe distance apart from others and sanitise your hands and any equipment regularly.

These simple actions will contribute to the sustainability of Active Tameside and our ability to continue providing accessible health and wellbeing facilities and services for all.

Thank you.

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