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Much of the UK leisure industry is experiencing disruption to services as a result of staff shortages. This is particularly challenging when it comes to swimming as minimum numbers are needed to keep you and your family safe. We’re continuing with our efforts to recruit and train staff to address this.
Some years ago, the cost of providing an individual swim was calculated at over £11. Since then, energy costs have risen steeply and there is a global shortage of the chemicals used in swimming pools. It's perhaps unsurprising that we are now seeing most pools across the UK operating timed sessions and many having to restrict opening hours or close completely. We run thousands of swim sessions and swimming lessons every week, so operating sessions with a fixed capacity, just like many other operators have introduced recently (or have always done) helps us ensure everyone visiting our venues has the best and safest experience possible.
Earlier this year we introduced an easier way to book a family/group into a swim in a single transaction on our app/website. We’ve also increased the capacity of each lane swim. Please note a session that shows as fully booked may not appear so when you arrive. This is because we allow people to turn up at a time that suits them within the session time since not everyone wants to swim for a full hour and not everyone can start at the exact start time of a session.
Though it's likely to help you avoid disappointment, advance booking is not strictly required. After all, we know some customers don’t have access to the internet or the means to pay over the phone. However, if those who are able to book and pay before they visit do so, it reduces the likelihood of customers who have no choice but to attend ‘on-spec’ (or who do so unaware that booking is recommended) being upset should they find a session is full.
Our Facilities Management team completed an audit of health suites across the city discovering the repairs and maintenance required to make them safe and functional again. The required work (and costs) are being appraised as part of a wider review of how Glasgow Life can best serve the many (sometimes competing) needs and interests of our variety of service-users. It’s vital because budgets and staffing resources have been so badly affected by the pandemic. When this process is complete, we’ll let all our customers know what our plans are regarding our health suites.
Since reopening existing members have been presented with the opportunity to reactivate their membership based on the activities available at the time (not those available before the pandemic). Just like new members, everyone must decide whether this represents good value for money to them as an individual. For this reason, we won’t refund membership fees in part or in full if we can’t reinstate additional programmes or activities that my have been included in membership before venues closed in March 2020.
Spa treatments have resumed at Refresh Spa at Emirates Arena. The thermal experiences that form part of the spa offer remain closed at this stage. Ongoing repair work on these is required. It’s important to recognise these have never formed part of the network of health suite facilities that were available before COVID-19.
In the meantime please note:
In the days and hours leading up to an activity, many of the original bookings are cancelled. Our booking software includes a waiting list function. It checks every half hour whether spaces have become available and if so, triggers an email offering the opportunity to book to everyone on the list.
Once the emails are sent, the system waits for a response. The booking system can't tell if those receiving them aren't checking their email or have changed their plans/no longer want a space. When this system was switched on it was leading to spaces tied up by the system and there was no way to override this so spaces often remained empty even as the activity started.
In January a technology problem stopped the emails being able to be sent altogether. It meant we had to switch off the waiting list completely otherwise all activities would be stuck half full. Repeated attempts to find the source of the problem with the email system have failed and we're still working on it. We did see more spaces filled by members than when waiting lists were switched on though. Having to manually check for spaces in the hours leading up to the class, whilst not ideal, seemed to work better than a waiting list, even if it was less convenient
We’ll keep working on a fix to the email system, and also new challenge: the growing number of people who book but cancel at the last minute. Until we can resolve these issues, we thank you for your patience.
You may find it helpful to add classes you want a space in to your “Favourites” - this can make it easier to check on them regularly. This video shows how this works:
The overall upgrade and refresh programme within the pool area at Glasgow Club Scotstoun was reassessed following the initial postponement in March 2020 due to Covid-19.
After careful consideration of the funding available for the project, we re-evaluated the results of the customer survey carried out when the pool refurbishment was first announced in 2019. Based on this feedback and analysis of which areas of the pool were most utilised prior to its closure, the strategic decision was made to remove the health suite facilities from Scotstoun in order to repurpose these spaces to increase available changing facilities and toilet provision for all.
By repurposing the health suite space within Scotstoun pool, we have created a facility which delivers the services we know our users want, and makes better use of Glasgow Life’s budget.
Sorry you're having problems.
There's a bug in our app at present, affecting customers who have two or more active or recent (past 7 days) bookings for the following activities:
For these users, displaying My Bookings or attempting to book the activity types above may cause the app to time-out - you see a spinning circle and a message saying, "Service unreachable". We're working with our software supplier on a fix and until then, you can use your usual details to log into our online booking page (https://myglasgow.club/book) where you can view and manage bookings. We're sorry for the inconvenience.
All other features of the app are working fine so if you are experiencing other problems, please see the advice below.
If no-one else you know who has the app is seeing the same problem or you're unable to check this with anyone, the following are the first things to try. We recommend you try each option and test before moving on if the problem hasn't been resolved.
Note: we don't just mean swipe up then tap the app icon again - phones and tablets generally leave apps running in the background. Below are instructions to close the app completely and reopen it from scratch:
For Apple phones or tablets
(e.g. iPhone/iPad/iPod Touch): Apple Support (UK)
For Android phones or tablets
(e.g Samsung / Google / OnePlus / LG / Xiaomi / Motorola / Nokia etc: Lifewire.com
Apple phone or tablet (e.g. iPhone/iPad/iPod Touch)
Android phone or tablet (e.g Samsung / Google / OnePlus / LG / Xiaomi / Motorola / Nokia etc)
Please get in touch at firstname.lastname@example.org remembering to include:
If you made a booking that did not require payment (e.g. if the activity was free/included in your membership) it can be cancelled in our app or online booking website.
The 'shopping' process is handled by a different system from checkout/payment. This keeps your card details secure. Human intervention is required to reverse the payment or handle an exchange. By comparison, a booking included in membership costs zero so cancellation is quick and easy.
All Pay As You Go bookings are payable in advance and non-transferrable or refundable, so please ensure when making the booking that you are definitely able to attend. In exceptional circumstances, the manager of the venue or programme running your booked activity, may at their discretion, offer an exchange or refund. We cannot guarantee this will be possible and any refunds approved will be made using the original payment method.
If you've joined online you can pick up a membership card or RFID band on your first visit. Just ask at reception.
Membership cards are free so if yours is lost/damaged please ask for a replacement which will render your original card/band unusable by anyone else.
Your first RFID band is free as a pay monthly member or £2 for Pay As You Go users.
All customers can collect a replacement member card at reception for free.
A replacement RFID band can be purchased at reception for £2
Pay As You Go users may also pay a £2 deposit for an RFID band to be able to use RFID enabled lockers (where these are available) and return the band for a refund of this on each visit. NOTE: With this option, the band is not linked to your account so can only be used with the locker (no other features are available).
iOS 16 is the current version. iOS 10 was released September 2016 and this is the oldest version of the operating system our app is compatible with. You’ll find this info on the Apple App Store description of it. If your phone can support a more recent iOS version then upgrading it should help, and is recommended anyway to keep your device secure for everyday use. You can find out how to check your iOS version and also find out how to update iOS on Apple’s website.
The current version of the operating system is Android 13. In December 2016, Android 7.1 was released, and this is the oldest version of the operating system our app is compatible with. If your phone can support a more recent Android version, upgrading it should help, and is recommended anyway to keep your device secure for everyday use. You can find out how to check and update your Android version on Google’s website.
Like most apps, ours is continually being improved to stay up to date with changes in smartphone technology and compliant with necessary security updates. Changes don’t always mean you need a new device. An update to your phone or tablet’s operating system is usually all that’s required. Sadly, our devices do eventually reach an age where they can’t keep pace with the latest operating system releases. if you aren’t ready for a new phone or tablet, the same email and password you use for the app works on our booking web page. We try and retain compatibility as far as possible. Windows phones are the exception with too small a user-base to justify the development costs of providing an app.
It's a silicone wristband with a microchip in it that stores a unique code that identifies your membership.
At venues with automatic access gates and/or RFID enabled lockers:
You can collect a band from reception when you visit a venue with self-service access control gates and/or RFID enabled lockers - currently available at:
If you’re a Pay Monthly member you’ll get your first band free. If you need a replacement it costs £2
If you visit us on Pay As You Go basis, you can buy your own band for £2. Alternatively you can pay a £2 deposit, refunded when you return the band at the end of your visit. NOTE: returnable bands are not linked to your account so they can only be used to operate the lockers. The other features above require that you buy a band for £2
Cards and fobs have a single function - they let you access the venue. RFID bands have other benefits (above) and offer greater convenience.
RFID bands can be read quicker and from much further away than the barcode on your membership card/key fob. It doesn’t need line-of-sight so you’re less likely to experience difficulty scanning through access gates.
It's fully waterproof so you can swim with it too.
You can buy a new band for £2 or continue to use your membership card and coin operated lockers. If you let us know its lost, we’ll remove it from your account to ensure no-one else can access your personal information or activities you’ve paid for.
Yes, if you stop your membership or you’re simply not using your band, please hand it back at reception so we can reduce waste by recycling it
You can use your band at the access control gates and lockers in Glasgow Club Gorbals, Kelvin Hall, Scotstoun, and Tollcross.
All our gyms also have RFID enabled gym kit so you’ll be able tap your band to access your personal programme, monitor your progress and take part in challenges once you’ve set up a free MyWellness account. Any of our gym team can tell you more and assist you with this.
Members are allocated a band based on the type of membership they choose. This helps us identify younger members and those who maybe new to exercise and need some additional support when accessing activities. It also helps us ensure members are accessing sessions which are appropriate for them and are included in their choice of membership.
Yes, the bands are pure silicone and contain no latex so you can still wear one if you have a latex allergy.
We'll be sorry to see you go and please get in touch first if you think there might be something we can fix for you.
If you have a venue membership paid by monthly direct debit you can simply cancel your Direct Debit instruction to pay "Culture & Sport Glasgow" with your bank (usually possible in a banking app or by phone) at least 5 working days before the next payment is due (7th of each month). You will have access to all the benefits of your membership, up to and including the 5th of the next month and no further payments will be requested. See our updated membership terms for details.
If you have an online-only membership you can visit https://glasgowclub.online and log into your online fitness membership, then under Billing click View or Cancel plans where you'll see a link to cancel any paid membership plan. You'll be asked for a cancellation reason (this feedback helps us keep improving) and have the option to end immediately or retain access until the end of the period you've paid for (usually up to the end of the month or any trial period).
For a few years before the pandemic we ran a loyalty scheme that recognised members who had stayed with us for five years or more. Sadly the majority of the businesses who offered platinum members a discount have folded in the past 18 months and most other services which attracted a discount are no longer available.
We were spending a good deal of time pursuing new offers and discounts, and checking existing ones remained valid. We were also having to issue new plastic cards on a regular basis which takes it's toll on the environment as well as our customer service team's limited time.
With income having been hit so hard and resources overstretched, we're sorry to say we're saying goodbye to the Platinum scheme. It doesn't mean we love our members any less - we're putting our thinking caps on to look at the best way forward with rewards and loyalty in the hope we can come up with something that's both sustainable and exciting.
We froze all memberships automatically in March 2020 when our venues had to close. If your membership remains frozen you can usually reactivate it by following our Reactivation Guide.
Owing to the amount that has changed (and continues to change), please note you are choosing to restart your membership on the basis of what is available and how things are working right now, rather than the way they were before the pandemic.
We have a concession discount that reduces the price of monthly membership and Pay As You Go activities. If you think you meet the eligibility criteria first sign-up for any of our monthly memberships or register for Pay As You Go
Once this is done you can choose to either:
ActivClub membership includes:
Any activity not included can be paid for when you book.
You can compare all our Glasgow Club membership plans to find what's right for you.
In 2020 we launched online fitness and you can now sign up for an online-only membership which might be helpful if it’s not the right time for you to come back in person, or your preferred venue isn’t open.
This remains available and will also continue to be included as part of your venue membership subscription.
For online-only workouts visit Glasgow Club Online to sign up or you canrequest access at no extra charge as a paying Glasgow Club member.
We're keen to see as many annual lump sum payers as possible move to a flexible monthly plan.
Servicing things like reinstatement, cancellation, freezing and 'unfreezing' of memberships has always occupied the majority of our customer service team’s time, and this takes even longer for annual subscriptions, so last year, we made a number of changes. We removed the 12-month minimum-term contract needed to access FitClub membership at just £27 per month, making it our best value membership, with no long-term commitment. We also changed terms and conditions to put the customer in control of their payments.
To stop a membership, whether permanently, or just for a month or two, it's now as simple as cancelling the direct debit instruction with your bank and rejoining again when you're ready. Like most other subscriptions these days there is now no contract, no credit agreement, no risk and no pursuing payment of unpaid membership fees – just a simple monthly payment you can stop and start for yourself.
Annual payers always represented a small, and ever reducing proportion of our members. Payment up-front for a whole year was based on activities and services available at the time, and just like our personal circumstances, we all know these things have been (and remain) subject to considerable change.
The increased flexibility we've introduced has therefore substantially reduced waiting time for customers seeking help with their membership and access to services we provide. This has been vital as we face operating in challenging and unpredictable times. Allowing more transactions to be completed through “self-service” enables us to continue helping those with complex enquiries and needs. Unfortunately annual memberships don't lend themselves well to this approach.
You can compare our membership plans and sign up from home for a monthly plan or Pay As You Go.
We’re sorry we can’t offer freezing of direct debit memberships at present. We’ve simplified membership terms so you can just cancel your direct debit with your bank and re-subscribe when you’re ready.
If you cancel because you can’t freeze, and then return within 6-months, you’ll pay no admin fee and we’ll honour your current membership price. Please note: to take advantage of this you’ll need to speak to our customer service team by emailing email@example.com when you come to re-join. This can’t be done via our website. Please also see the information on joining Glasgow Club
Yes, just make a booking for yourself (no need to book your carer too) and attend your chosen session. If the carer is there to make your visit possible, there's no charge for them and no need to book. If however, they want to take part in the session for their own enjoyment, they'd need to register for a free Pay As You Go booking record with us or select a membership and book, then book and pay for themselves. NOTE: anyone in receipt of carer's allowance, can apply for a concession discount
If you have any specific queries or concerns about visiting with the support of a carer or about your needs during your visit, you're welcome to phone the relevant venue to to discuss this in advance:
Yes - we've published info on how to make bookings and its a great help if you can book and pay in advance but we understand that for some activities and for customers without access to the Glasgow Club app or online booking, it makes more sense to phone venues to book, pay, and make enquiries.
We will provide regular updates through our social media channels as well as on the Glasgow Life website.
As a charity, Glasgow Life is hugely grateful for the support it has received during the coronavirus pandemic, which has helped us to continue vital work in communities across the city during the most challenging of times. You can continue to help us by donating here.