Frequently Asked Questions

about Glasgow's sport venue reopening

Keep checking for regular updates

See protocols for specific activities here

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Why can't I purchase an annual subscription?

Due to the uncertainty around our services being available as a result of the pandemic lockdowns, we are currently only offering rolling monthly memberships as we cannot guarantee that our service offering will be available uninterrupted for the full year.

Updated on:
September 2, 2021

When do you plan to reopen your health suites?

Unfortunately we can't answer this question at this moment. Please keep checking website for further updates.

Updated on:
September 2, 2021

When will all your venues reopen?

Unfortunately, at the moment we can't answer this question. Please keep checking website for updates.

Updated on:
September 2, 2021

Which venues are reopening and when?

Click here to view a list of reopened Glasgow Life venues.

The Sir Chris Hoy Velodrome is now open.

As riders haven’t been on the track in over six months, everyone wishing to ride will be required to complete our ‘Revalidation Class’. This session is designed to rebuild riders’ confidence, ability, and safety before returning to full track sessions. These sessions only need to be completed once if passed, and then riders can progress to our coach-led sessions.

Please see protocols here.

Updated on:
August 18, 2021

What is recreational swimming and how do I book it

You'll find all the information you need about individual activities in our Activity Protocols

Booking information, including booking a family swim, can be found here.

Updated on:
September 14, 2021

What number do I phone to make bookings?

We're committed to keeping staff and customers safe so where possible we’re asking all customers to make bookings and payment using our mobile app or booking website. We've published information about HOW to book with our app or website

If you're booking for a family or you know someone who has no access to a smartphone or the internet we recommend phone booking.

Updated on:
September 13, 2021

How do I make bookings?

General information about booking

Booking a child into an activity

  • It's vital you log out of your own Glasgow Club account first, then log in again with the email and password specific to the account of the child you want to secure a space for.
  • You can check which user account is logged in by tapping "My Info" in our mobile app or the "My Account" button at the top the page if you're on our booking website

Booking for a family / mutiple children

  • If you're booking for multiple children or a whole family, we're sorry - our system is not ideal and we're working on a major project to improve it. Whilst you can work through the process of registering, logging in, booking then logging out for each family member, the app will give you an idea of availability and we recommend you phone book and pay by card. You can also visit the venue and make one payment by card at reception but we can't guarantee there will be space. A lead individual can then scan a code on arrival to register Test and Protect information.

Finally...

  • Please only make and pay for bookings you're sure you will be able to attend. We currently have limited access to systems, a smaller team and we're receiving a high volume of enquiries so we're unable to process refunds for missed sessions. Should Glasgow Life have to cancel a session we will automatically issue a refund for any PAYG payments made online. Refunds for card payments made at the venue can be provided at reception using the original payment method.
  • When sessions are fully booked we are unable to allow access to any additional attendees to protect the safety of customers and staff.

How to install and add club(s) to the Glasgow Club App

Updated on:
September 13, 2021

Will I need to take part in the Scottish Government Test and Protect scheme?

If you've made a booking for a Glasgow Club activity using our app or website we already have the necessary details. For all other activities, Glasgow Life is using the Check In Scotland service, which aids businesses in collecting the contact details of visitors and customers. This digital service allows NHS Scotland’s Test and Protect service to conduct faster contact tracing and help stop the spread of Covid-19.

We would appreciate your support by providing your contact details, quickly and securely, by scanning an official Test and Protect Check-in Scotland QR code poster via your smartphone camera, or by downloading the Check in Scotland app. Anyone over the age of 12 can use the Check In Scotland service, which is designed to take as few details from you as needed.

Updated on:
September 2, 2021

How do I cancel my Glasgow Club membership?

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 in a banking app or by phone). 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).

Updated on:
June 25, 2021

What's happened to the Platinum card / loyalty scheme

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.

Updated on:
September 3, 2021

How do I reactivate my membership?

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.

Updated on:
September 17, 2021

Can I keep my membership frozen if my closest venue or favourite activity isn't available?

We won't restart any memberships or collect any direct debit without first letting you choose when and whether you want to return to Glasgow Club. We've contacted members who can use our self service reactivation process. to restart their membership on the basis of what's available right now (given the amount that has changed).

If you choose not to reactivate at this stage your membership stays frozen. If you’ve already reactivated and have changed your mind, We’re sorry we can’t freeze 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.

You may also want to take a look at Glasgow Club Online which offers a way to workout from home.

Updated on:
September 17, 2021

Are online classes still available now venues are open?

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.

Updated on:
September 2, 2021

Do you offer annual memberships?

We're keen to see as many annual lump sum payers as possible move to a flexible monthly plan. If this presents a significant problem we can renew an existing annual lump sum membership on request, but they're no longer available for general sale.

Why?

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.

Updated on:
September 2, 2021

Is there a full timetable of fitness classes available at my venue?

Most venues are now offering a similar number and variety of classes and wherever possible, indoor classes are returning to studio spaces. Some classes which were available pre-lockdown may have changed or it's taking us some time to find space and instructors. Fitness class timetables can be found on our app and on our booking website.

Updated on:
September 2, 2021

Will class formats be changed to ensure social distancing?

From Friday 3 September, we have beenrelocating fitness classes currently taking place in sports halls, moving these back into studios where it's safe and possible to do so.

We know many of you will welcome this move, but we're aware this might be daunting for some. Please be assured we're taking all necessary measures to ensure these areas are kept as clean and safe as possible.

Time for cleaning and set-up time are allocated within the duration of your booking.

We've removed many of the gaps between classes to increase the number of classes available and ease pressure on capacity and upheaval moving between classes or staying on for an subsequent class you may have booked.

Updated on:
September 22, 2021

Can I bring a changing bag for my child to a Fit for Two class?

Yes.

If you’re attending one of our Fit For Two classes with your baby, then you can bring a changing bag in addition to your child’s car seat/pram. Space will be at a premium, though, so please only bring what you need.

Updated on:
April 23, 2021

I’m on the waiting list, can I wait at reception to see if there's a space?

Please don’t do this – to reassign a space we need to cancel the "no show" booking which prevents us challenging those who repeatedly fail to attend or cancel. Also, someone who appears to be a "no show" could arrive just a minute later to find they’ve lost their space despite making the effort to get there. Finally, if more than one person is waiting in hope of a space, there is no easy way to know who should be first in line.

We’ve even discovered members waiting in a class they haven’t booked and then take a space they think is empty. When someone who DID book shows up a few minutes late for a g-cycle class and there are now 11 people but only 10 bikes it's not a great situation for anyone!

If everyone sticks to booking in advance, attending ONLY if they have a booking and trusting the no-show policy and waiting list system we’re confident this is the best way to maximise the number of people who can get a booking in their preferred activity first time. It will also keep waiting lists smaller, and keep empty spaces to a minimum.

Updated on:
September 2, 2021

What cleaning procedures will you have in place in gyms?

Buildings are being cleaned prior to opening to the public and we will have regular cleaning procedures in place which are appropriate to each venue. Our health and fitness team is currently in the process of developing a clear and strict policy to ensure customers clean their own equipment after use, leaving it prepared and safe for the next user.

We will help everyone stay safe by reminding customers to stick to this policy, as well as carrying out regular cleaning of gym machines and equipment on top of a customer’s post-use wipe down. You can find out more about specific activities in our venue use protocols which are being updated as guidance changes and as different activities become available to book.

Updated on:
April 23, 2021

What are the current opening hours?

Opening hours vary from venue to venue and, since every activity requires advance booking, it isn't possible to simply show up to a venue and join a session like you may have done previously.

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.

Updated on:
June 7, 2021

Can I join Glasgow Club?

YES!!!

Thanks so much for your patience while we got systems back up and running. You can now compare our membership plans and sign up from home.

Alternatively you can register for Pay As You Go (PAYG) bookings


Updated on:
September 3, 2021

I cancelled my direct debit or missed a payment during lockdown. Can I reinstate my Glasgow Club membership?

Missed a payment or cancelled your direct debit since March last year?

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.

Updated on:
June 25, 2021

If I’ve reactivated my membership can I freeze / suspend it again?

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

Updated on:
September 17, 2021

Can I cancel, get a refund on, or move a Pay As You Go (PAYG) booking?

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.

Updated on:
June 3, 2021

I require my carer to accompany me to enable me to swim. Is this possible?

Yes, we can accommodate this at Tollcross and Springburn pools. You will need to arrange this by phoning the relevant venue (Tollcross: 0141 276 8282 or Springburn: 0141 276 1690). Please also check the protocols for swimming here.

Updated on:
May 3, 2021

If I can't book using the app or website, can I phone a centre?

Yes - we've published more info on how to make bookings and its a great help if you can book and pay in advance but for some activities (e.g. a whole family booking a recreational swim for example) 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. Please note that no cash is being accepted at venues so a card payment will be required when booking.

  • Bellahouston - 0141 276 0767
  • Castlemilk - 0141 276 0725
  • Castlemilk Pool - 0141 276 1420
  • Crownpoint - 0141 287 0600
  • Drumchapel Pool - 0141 276 1515
  • Easterhouse Pool - 0141 276 9696
  • Emirates - 0141 287 7000
  • Gorbals - 0141 276 1490
  • Kelvin Hall - 0141 276 1450
  • Maryhill - 0141 276 5300
  • North Woodside - 0141 276 1510
  • Pollok - 0141 276 6878
  • Scotstoun - 0141 276 1620
  • Springburn - 0141 276 1690
  • Tollcross - 0141 276 8282
  • Whitehill - 0141 276 0823
  • Donald Dewar - 0141 276 0774
  • Toryglen Football Centre - 0141 276 0570

Updated on:
September 13, 2021

Will I need to wear a face covering / mask in venues?

Visitors attending sports venues will be required to wear face coverings in all indoor areas except when participating in physical activities within our gyms and fitness studios. Visitors who are covered by the Scottish Government’s exemptions list will not be required to wear a face covering. Click here for more information regarding face covering exemptions.

Updated on:
April 23, 2021

Will hand sanitiser be available?

Yes – we will have several mitigating measures in place in our venues when they reopen to minimise the spread of Covid-19. These will include physical distancing restrictions; booking systems and reduced capacities; Perspex screens at reception areas; one-way walking routes; the promotion of rigorous hand washing and the provision of hand sanitiser.

The recommendation is to wash your hands with soap and water regularly. Hand sanitiser will be available, though we encourage you to bring your own.

Updated on:
April 23, 2021

Will lockers, changing rooms and showers be available?

Lockers, changing facilities and showers are now available for use by gym, class and swim users (with decreased capacity and social distancing exceptions)

You can (and should if possible) bring your own yoga mat but please don't bring bags or towels into studios and gyms. You should arrive at the venue dressed for your activity with appropriate refreshment as no vending facilities or café are available at present. Personal towels are not permitted and customers must instead use paper towels which will be available in the venue.

Please check our venue use protocols for full details before visiting.

Updated on:
September 2, 2021

When will my/my child’s swimming, gymnastics, football or tennis lessons start again?

Football

Sessions have been reintroduced and more information can be found here

Swimming and Gymnastics

These programmes have recently been re-launched on a very limited basis owing to reduced capacities and space. At this stage, participants who previously had lessons at the available times have been contacted and taken up the offer. We hope to be able to open up more sessions over time and will be in touch

Tennis

Our Adult Tennis Programme has recommenced at both Scotstoun and Gorbals. We deliver a host of social and match play sessions throughout the week that caters for all abilities. We deliver adult coaching for beginners right through to more advance players as well as cardio and super drills sessions. More information on all adult tennis can be found here - https://www.glasgowlife.org.uk/sport/tennis

Updated on:
September 2, 2021

What if my membership is paid through my NHS salary?

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.

Updated on:
September 2, 2021

When will Refresh Spa at Emirates Arena open?

At the moment, unfortunately we are unable to reopen Refresh Spa at Emirates Arena when the building reopens. We know Refresh Spa is in high demand and we will reopen it to the public as soon as we are able and it is safe to do so.

Updated on:
April 23, 2021

New pitch pricing was introduced in March 2020, will this still be implemented?

Yes. We are continuing with these changes which focussed on reducing the price for youth pitch prices and maintaining adult prices.

Updated on:
April 23, 2021

Where can I find more information?

We will provide regular updates through our social media channels as well as on the Glasgow Life website.

Updated on:
August 27, 2021

How can I make a donation to help support Glasgow Life?

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.

Updated on:
July 21, 2021
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