Keep checking for updates
Our Facilities Management team have completed an audit of the health suites across the city to understand the repairs and maintenance work that would be required to make these facilities safe and functional again.
Their findings are now being appraised as part of a wider review which looks at how Glasgow Life can best serve the many (and sometimes competing) needs of our broad variety of service-users, with our limited budget and staffing resources. When this process is complete, we’ll let all our customers know what our plans are regarding our health suites and spa.
With so much uncertainty created by the pandemic, members were offered the opportunity to reactivate their membership if they felt the activities available at the time offered them good value for money. Memberships purchased since we reopened have listed the many activities presently included. 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.
In the meantime, it’s worth noting that:
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.
Please see our new guide to making bookings.
Sorry you're having problems. 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 glasgow.club@glasgowlife.org.uk remembering to include:
There are no planned changes to the availability of services or venues. As soon as anything can be confirmed we'll post an update on our social media channels
Scotstoun Pool reopens Tuesday 21 June and booking is now available using our app and online booking page. Further details are available on the Glasgow Life website
Much of the UK leisure industry is experiencing disruption to services as a result of staff shortages. Short-notice changes to existing availability can make this worse. This is particularly challenging when it comes to swimming as minimum numbers are needed to keep you and your family safe.
We’re working as fast and as hard as we can to recruit and train staff to address the situation but so many are required. We run thousands of swim sessions and swimming lessons every week. In the meantime, operating sessions with a fixed capacity and advance booking, just like some other large operators are still doing, helps us ensure everyone visiting our venues has the best and safest experience possible.
Until recently our booking system had serious limitations for families but we’ve just launched easy group booking at Maryhill, Bellahouston and Scotstoun and we’re gradually rolling this out across the city. We’ve also recently increased the capacity of each lane swim session. Please note that a session showing as fully booked may not appear so when you arrive. 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 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.
iOS 15 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 12. Android 7.1 was released December 2016 and this is the oldest version of the operating system our app is compatible with. You’ll find this info on the app’s Play store description. 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.
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 7 working days before the next payment is due. Your membership will finish at the end of the last period you paid for (so normally the 6th of 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.
Last year we launched online fitness and you can sign up for an online 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 - visit Glasgow Club Online to sign up or get details of how to request 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.
Opening hours vary from venue to venue.
By checking our mobile app or booking website you can see the times your chosen activities are available, and you can book into the sessions which suit you best.
Thanks so much for your patience while we got systems back up and running. Memberships are now available again. You can compare our membership plans and sign up from home. for a monthly plan or Pay As You Go.
Under these circumstances, our customer service team are now able to help with getting memberships reinstated. Send an email: glasgow.club@glasgowlife.org.uk and please provide a phone number so the team can call you.
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 glasgow.club@glasgowlife.org.uk when you come to re-join. This can’t be done via our website. Please also see the information on joining Glasgow Club
Bookings that don't require payment (e.g. if the activity is included in your membership) can be cancelled in our app or online booking website. Just like any other online purchase, 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.
Before the pandemic we made every effort to transfer paid bookings to another suitable time, avoiding the difficult and time-consuming processing of refunds. At present we have many additional pressures on our staff based at our head-office and the time they have available (venue teams are unable to access the online payment system) and we’re also trying to keep phone lines free for those who have no access to a smartphone or internet to make bookings.
At present paid bookings should only be made where you're confident you're able to attend. If you can't make it, we're still grateful for attempts to let us know so we can, if we're able to, free up space for someone else, but we can't routinely offer refunds. If Glasgow Life has to cancel an activity completely then we will process a refund for everyone who paid. In this situation payments made online will be refunded automatically and for those made by card at venues you can visit reception with the card used for the original payment.
Yes, we can accommodate this - 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.
If you have any specific queries or concerns you're welcome to phone the relevant swimming 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.
In line with Scottish Government guidance, we advise customers to continue wearing face coverings within our facilities, however this is no longer mandatory from Monday 18 April.
The NHS buy your membership for a year at a time from us and recover the cost through your salary. We’ll let them know if you choose to unfreeze your membership. We’ll also extend the end date by the length of time it’s been frozen. At the end of the year that was purchased for you by your employer you’ll have a period of time when nothing is deducted from your salary for your membership.
Unfortunately we can't answer this question at this moment. Please keep checking website for further updates.
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.
