**UPDATE**
Friday 12th July
Class bookings are now available through the App and website due to the update of the system now being complete.
Before you can start using the App, please close the App and reopen it. When you select a class booking, you will be prompted to enter your login details. Due to the update, you will need to reset your password.
Follow the instructions provided and the link to reset your password will be sent to your email (please check your Junk inbox) to activate your account. Please allow 5 – 10 minutes for the email to come through.
If you experience any problems whilst doing this, please visit your local centre.
Thank you for your patience and we apologise for the inconvenience caused.
Please be aware that due to an upgrade to our leisure management system, NO BOOKINGS will be possible on the App or our online booking site for all sites between
Monday 8th July at 12noon and Thursday 11th July at 5:00pm.
All bookings and cancellations will need to be made on the telephone or via reception in person for the duration of this time.
We will ensure that we do our very best to make this phase of our upgrade as seamless as possible, but we do expect some disruption so we would like to thank you for your patience and we apologise for the inconvenience this may cause.
Is the upgrade still in progress as I’m unable to access my bookings app and the on line system is asking for me email and password. I don’t remember having a password would that be my customer number or the 4 digit number? Understandably the phone at Herons is red hot. I’m trying to cancel HIIT this afternoon (12/07)
Hi Amanda,
So sorry for the delay in responding, no charges will be applied at this time until the app is back to full working order.
You say that the upgrade is working but clearly the book online option isn’t. The only choice is Bay Arena.
Are you proposing to email members to advise what is going on and to help them?
The app should now be up and running again.
If you have any further problems, please contact your local centre and a member of staff at reception should be able to help you.
My wife, Elizabeth French emailed regarding our joint membership with myself Chris French. In that email she retracted her request to terminate our joint membership. There has been no response from you. What is the position on this? Have you acted on her retraction?
HI Chris, I have passed this directly to the membership admin team for you to look into. Sorry for the delay in getting to you.
Upgrade still not recognising members despite updating passwords etc. When booking, it insists on payment so will not hold the booking.
Cannot find the ‘my membership’ button on any drop down menu.
I cant recall my password . I have tried three times to get a password reset sent to me and none have been sent over a 24 hour time frame . Its extremely frustrating .
I do understand that any software upgrade has teething issues but this is pretty basic.
The app should now be up and running again.
If you have any further problems, please contact your local centre and a member of staff at reception should be able to help you.
Hi still cannot access booking, keep being told the new link to reset password is not working.
The app should now be up and running again.
If you have any further problems, please contact your local centre and a member of staff at reception should be able to help you.
The bay sports Tuesday and Saturday classes are not showing on the app. Have they been cancelled?
The app should now be up and running again.
If you have any further problems, please contact your local centre and a member of staff at reception should be able to help you.
Unable to make any bookings for Whitstable swimming pool, no schedules showing.
The app should now be up and running again.
If you have any further problems, please contact your local centre and a member of staff at reception should be able to help you.
App not working unable to book anything
The app should now be up and running again.
If you have any further problems, please contact your local centre and a member of staff at reception should be able to help you.
When will your online booking system be working again?
Normal companies do not rely solely on the Web, Twitter and Facebook to communicate with their customers, particularly when planning to update systems which could affect that relationship. They use email to alert/inform them. You emblazon your head office website with a slogan “Contact. Communicate. Connect.” Yet it’s all one way isn’t it? This is not about some gym or charity event you intend to run. This is about basic transaction. We pay you to provide a service we regularly use. We expect you to communicate effectively with us when you’re going to make changes that may seriously undermine that relationship.
As members for over a decade we view the prospects of your “system upgrades” with trepidation because they invariably cause grief to customers as you go live without proper testing leaving your hard pressed front line staff to stoically deal with members ire. It’s your rotten show again Activelife management! Don’t you ever think your optimism is misplaced? If getting it “right first time”(Sic) is your aspiration, then don’t you agree, that with IT systems you have yet again failed us miserably?
Dear Ray and Sheila,
The IT upgrade that we undertook last week is part of our ongoing merger with Fusion Lifestyle. Our recent migration to Fusion Lifestyle systems unfortunately has resulted in a number of unforeseen glitches that we are all still working very hard to resolve. We are confident that the new systems will deliver a lot of benefits when we have put right the issues that have arisen. We did not anticipate that the problems we have experienced would have lasted as long as they did and we did advertise the “down time” at the centres in advance as well as advertising on our website, social media platforms and via the app itself. We are extremely sorry that in this instance we have fallen short of your expectations and can only apologise and assure you that we are all working as hard as we can to rectify the issues and bring back the service that you are accustomed to as fast as possible.
Dear Sophie,
Belatedly, we are now properly aware of the ongoing merger with Fusion from a letter we received on 16/07/19 regarding a billing change to our direct debit. Unfortunately, your responses here to very clear questions about the online booking system from us and others are not properly addressed.
We are well aware that you advertise on the app and social media and that is the problem!! We have simple mobile phones, perfectly adequate, no need for the expense of a smartphone.
We also have Facebook and Twitter accounts but rarely use them to view your accounts. In fact, judging by the age of comments neither do many of your customers.
You tend not to communicate reasonably and leave your customers feeling like mushrooms. That is probably why they tend to be unsympathetic when you foul up. Our only good connection is with your front line staff who have helped us countless times.
The letter from Fusion is all the more remarkable because it’s probably the first letter we’ve ever received from management. You clearly have some perverse reason not to communicate effectively by email to ensure ALL your customers are made aware of your intentions.
A lot of people are very unhappy with this fiasco and for you to keep banging on about using the app, to people who use the online booking system is frankly disgraceful and damaging customer relations.
PS, Like others, we discovered on 14/07/19 your site klc@activelifeltd.co.uk for email isn’t working.
Dear Ray and Sheila,
I can only apologise for the disruption and inconvenience that communication surrounding the upgrade has caused you. We will be taking all feedback about communication on board and putting this to the management team so that we can improve this function in the future. Thank you for taking the time to let use know your thoughts and frustrations, we hope that our service will improve as a result of your valuable feedback.
Kind Regards,
Sophie
Whitstable Swimming Pool ……. This site is now finally on the new system, but it is missing many of its Aqua classes. Please fix this.
I don’t know why you bother having a comment facility when you are clearly not publishing these. I have sent 3 feedback comments regarding other issues with this upgrade and they have not been published! Nothing offensive in these just constructive feedback re the outstanding issues with this upgrade. Let’s see if this passes the moderator!
Hi Beverley, Sorry for the delay. We have been working hard to get round to everyone’s comments as well as passing on all feedback to the right teams to get things back up and running as fast as possible, we appreciate that this has been a frustrating time and apologise for the delay in publishing your comments. The publishing feature is used to protect our customers from comments that may be offensive and cause upset. We will always publish a comment that we feel needs addressing. thank you for taking the time to feedback to us. Aqua classes should now be on the apps in the right section, but if you spot anything else, please do get back to us with your comments.