Today we are focusing on the waiting list function. We will cover how to make the most of it, how it works and why it’s important to use it.
A big thank you to our member, Sara for highlighting the need for this week’s tutorial!
Top Tip 1: Ensure your email is correct and up to date. Please check your details on your membership are correct and up to date otherwise you will not receive any communication from our automated system.
Top Tip 2: If a class you wish to attend is fully booked, you should always book yourself onto the waiting list. Why? Well, being on the waiting list enables our system to contact you when a space becomes available in that class.
Top Tip 3: Priority is given to those on the waiting lists. If a class shows spaces are available but people are on the waiting list, no one new can book onto the class. Those on the waiting list get priority on booking the spaces. In this situation, adding yourself to the waiting list is the best course of action as it gives you the same priority. Within 60 minutes of a space becoming available, an email is sent to everyone on the waiting list with a link to book the space. The first person to respond and accept the booking will move from the waiting list into the class. You will have the same chance as the rest of the waiting list to get an available space as bookings are on a first come, first served basis.
Top Tip 4: Book your space to help us improve our service. If a class you want to attend is full, always book on to the waiting list. This is really useful for us as it highlights which classes are very popular and where there may be a greater demand for extra classes or timetable changes.
Top Tip 5: Last minute class checks. As with all things in life, sometimes things happen at the very last minute. If you are not on the waiting list (but of course, you would be…) we advise you to always check bookings in the 6 hours before the class is due to start, especially in the final 2 hours as that is when late cancellations happen and spaces sometimes become available.
So, to sum it all up… if a class is full:
– Book on to the waiting list.
– A space becomes available.
– An email is sent to all members on the waiting list for that class every 60 minutes with a link to book the space.
– The first member who responds to the email will be able to book the slot.
Please note:
Spaces that become available for those on the waiting list are on a first-come-first-serve basis.
No email will be sent to inform members that the available space has been taken by someone else.
Any problems? Get in touch! We hope that these tutorials are proving helpful. If you are having a specific issue with the app, please email us and let us know so that we can address the issue and help others have a better experience too!
Any chance of automated texts as well as emails?
Hi Marie,
At the moment we are only able to send an email but we are working on alternative options for the near future!
Thanks for getting in touch and we will be sure to pass your feedback on!
I think that would be a great idea
Thanks Yvonne,
Thanks for getting in touch. We really appreciate your feedback on this matter and welcome your opinions on our service. We will keep monitoring the waiting list to see if it needs to be modified in the future.
I am not receiving the automated emails when spaces become available, I’ve checked my details and all are correct.
I’ve only been able to book the class from the waiting list through phoning the gym.
Hi Bryony,
We are sorry you are experiencing difficulties. Please can you email your details to head.office@activelifeltd.co.uk so that we can investigate your account further?
It doesn’t appear possible to check/change my email address in the app. Nor is it among ‘Accounts’ on my mobile. I happen to know that mine is correct but it seems people can only check or change it by contacting you.
Hi Jerry,
At the moment the only way to update your email address online is to log in to your online booking account and change it in there or you can update your details when you visit the centre in person.
Your online booking account can be accessed by visiting http://online.activelifeltd.co.uk/Connect/mrmlogin.aspx
Should the waiting list not go in order I.e whoever is first on the waiting list gets the space rather than an email being sent to all on waiting list,and whoever is quickest to respond gets it. I myself work Monday -Friday and do not have time to keep checking my emails ‘!
Hi Laura,
Thanks for getting in touch. We looked at all available options for the waiting list procedure and the decision to go ahead with a first come, first served basis was agreed. this is because if someone doesn’t respond to a waiting list notification for a long time, there is the potential for everyone behind them on the list to miss out on getting a space. We do appreciate that this can be frustrating for those users who miss out on spaces due to not being able to respond straight away, so we will keep monitoring the waiting list to see if it needs to be modified in the future. We really appreciate your feedback on this matter and welcome your opinions on our service.