You've said- we've listened- and honestly we completely agree with you - that our online booking system is difficult to navigate, confusing and does not integrate well on mobile devices.
So behind the scenes we have been working on developing our new customer portal which we are thrilled to announce will be launching on Wednesday 01 March 2023.
Don't worry- your email address and passwords will all remain the same- we'll share the new web address in time for the 1st March.
For now, we plan to share sneak peeks and helpful tips with you as we approach the launch- here is the first instalment!
Buying a new membership:
If you wanted to take out a new membership, it would start like this- giving you the clear options to consider and bringing out the membership which meets your requirements.
In this example below, an adult wanted a Gym, Swim and Class membership, paying upfront for a duration of 12 months.
The system has selected our current special offer of £320 (available to buy until end of January!)
Booking an activity:
Ideally you would use the new customer portal to view, book and rearrange your activities- both for members and those who pay-as-you-go. It gives you control and flexibility and means you can scan and go on to the Express Lanes in Reception to beat the queues. It also allows our brilliant front of house team to be able to answer more phone calls or help customers at the desk which we know is another area you've said we need to improve on.
In the example below I've searched for Fitness Classes for Monday 23rd January (on the left) and I can see the options on the right (ignore the fact the order is odd- that's part of the work we're still doing!)
And a little snippet for our Lane Swimmers too- all the Lane Swims will appear in one easy to navigate list.
Things we think you'll love:
- The email alerts- if you've added yourself to a waiting list and a space becomes available, everyone on the list will be sent an alert to claim the space. It'll work on the 'fastest finger first' and we know this will allow more of you to fill those last minute spaces for the activities you love.
- Change of plans? No problem!- Our current system permits cancellations up to 24 hours before the activity but because of the new email alert feature, we can reduce this right down to 2 hours giving you flexibility and peace of mind if plans change.
- "Available From..."- Our Gym, Swim and Class or Swim Only Members can pre-book activities up to 10 days in advance, while those without a membership have only 3 days advanced booking. The new portal will tell you exactly when you will be eligible to book so you'll stand the best chance of capturing those spaces!
- Age restricted activity booking simplified- lots of you have voiced that the existing system does not make it clear that for activities such as Soft Play that are exclusively for those aged 5 and under the booking must be in the child's name. The customer portal will prompt you to input details for both the child and the adult as required.
The great thing is the platform is continually being developed and new features are being launched all the time. We know for example, that soon you'll be able to link together your family members to be able to manage bookings for them all through your own home screen.
We do hope that you are looking forwards to this new platform as much as we are and that it will create a brilliant environment to support your health, wellbeing and social needs.