Frequently Asked Questions

about Glasgow's sport venue reopening

Keep checking for regular updates

See protocols for specific activities here

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Which venues are reopening and when?

Monday 26 April - Bellahouston (pool will reopen in summer following repair work), Emirates Arena, Castlemilk Leisure Centre, Crownpoint Track, Gorbals (including pool), Kelvin Hall, Maryhill (including pool), Milton, Scotstoun (pool will reopen late 2021 following extensive refurbishment), Springburn (including pool), and Tollcross (including pool)

Monday 3 May - Castlemilk Pool and Pollok (pool will reopen in summer)

Thursday 6 May - Drumchapel Pool and Whitehill (including pool)

Monday 10 May - Easterhouse Pool and North Woodside (including pool)

Updated on:
April 23, 2021

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

We will not automatically restart any memberships or collect any direct debits without allowing our members to make a choice about when and whether they want to return to Glasgow Club. We have been in touch with all current members who can use our self service reactivation process. This can be completed using the included link any time. If you choose not to reactivate at this stage your membership will stay frozen. If you’ve already reactivated and have changed your mind, please see information about suspension of membership.

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

Updated on:
April 29, 2021

None of the venues I use are reopening yet. Will my membership be restarted automatically?

We pride ourselves on operating fairly and have made every effort to maintain that over the past few months. We automatically froze memberships as soon as venues had to close, we have been providing free access to activities online, and processing refunds for any advance bookings.

We have no intention of collecting any direct debits without our members being able to make a choice about when and whether it suits them. A reactivation email was sent to all members who are able to use our self-service option to restart membership when they're ready. If you think you should have received this and haven't please read our reactivation guide to understand why this might be and what the next steps are.

You may want to take a look at Glasgow Club Online which offers a way to workout from home and there are free and paid memberships available.

Updated on:
April 29, 2021

Is swimming available?

Individiual lane-swimming sessions and family swimming sessions require advance booking. Our mobile app will show a "Swimming" button for any venue where this is possible.

Before booking or attending for swimming please read our venue use protocols

Updated on:
June 7, 2021

I enjoy classes, gym and swimming at Glasgow Club. What will it be like with Covid- 19 restrictions in place?

Please also refer to our venue use protocols for specific activities.

Updated on:
April 23, 2021

Will online classes continue when venues reopen?

Last year we launched Glasgow Club Online. 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.

Updated on:
April 23, 2021

What can I do to be ready to make bookings?

You can prepare by making sure you've got access to your online account. If you haven't set one up yet and can remember the email address used when you set up your membership you can try the process to reset your password which will also work if you’ve booked online before but just forgotten the password.

Once you are logged in you should check the contact details we have for you are up to date. This is vital to helping us meet our obligations to everyone’s safety through Test and Protect.

Updated on:
April 23, 2021

When can I start making bookings?

Bookings are required in advance and can be made using our mobile app or booking website up to one week ahead of time. You will need to reactivate your Glasgow Club membership first - only those with a current valid membership that can be reactivated at this time. There's a guide to doing this here. More information for those with other membership types will be sent out as soon as details can be confirmed.

If you don't have the Glasgow Club App yet, or aren't sure how to download it and add your preferred venue(s) our video may help:

Updated on:
June 7, 2021

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

Venues are operating at reduced capacity and we are unable to offer the full timetable of services and activities which were available pre-lockdown. Fitness class timetables can be found on our app and on our booking website. 

Updated on:
June 7, 2021

Are fewer people allowed in classes to ensure social distancing?

Yes – in order to adhere to social distancing guidelines and to make sure our members can work out comfortably and safely, class numbers are smaller. You can find out more about how activities work in our venue use protocols which are being updated as guidance changes and as different activities become available to book.

Updated on:
June 7, 2021

Will class formats be changed to ensure social distancing?

Yes – we are working on ensuring our classes can still take place with members adhering to social distancing guidelines when indoor classes return. This will mean smaller class numbers, classes taking place in different studios/halls, and longer breaks between classes to reduce queuing. You can find out more about how activities will work 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

Will there be fewer classes to allow more time for cleaning after each class?

Yes – although we’ve invested in additional equipment and have new cleaning procedures in place, members will be required to clean their own equipment after classes and this will mean a longer turnaround time.

Updated on:
April 23, 2021

Why haven't I received a membership reactivation email?

You can find out why this might be in our https://glasgowlife.info/how-to/reactivate

Updated on:
April 23, 2021

If I reactivate my ActivClub membership can I access the gym?

Yes, however ActivClub gym sessions must be booked in advance. This can be done using our mobile app or booking website. For customers who have no access to the internet or a smartphone it is possible to phone a venue to book a session.

Updated on:
April 23, 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 for an activity, can I attend the venue on the off-chance I’ll get booked in?

Unfortunately not. If you do not have a firm booking for an activity, please do not attend the facility.

We have shortened the cancellation period for all activities so customers can now cancel until just before their session or class begins, which we hope will help allow more people to successfully book a space in their desired activity.

Updated on:
April 23, 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?

Not yet but we look forward to welcoming you soon

With so many factors involved we can’t set a date yet but if you’d like us to get in touch as soon as new memberships are available you can register your interest at: https://glasgowlife.info/register

Why?

We only started opening doors to current members on 26 April. Selling new direct debit memberships risks an overwhelming level of demand which would compromise everyone’s experience and safety. Our first step is opening up to existing members, monitoring demand against limited capacity and taking steps to manage this where required. At the same time, we’re providing extra help to those who need it to get back to membership (paying missed payments and reinstating direct debits cancelled in the uncertainty and worry of the past year). This approach gives us the best chance of moving on to safely opening up to new members as soon as possible.

Updated on:
April 29, 2021

Can I reinstate my membership if I cancelled my direct debit or missed a payment in the past year?

Our customer service team are now able to help with getting memberships reinstated where you may have missed a payment or cancelled your direct debit since March last year. You’ll need to get in touch by email: glasgow.club@glasgowlife.org.uk and please provide a phone number so the team can call you. We know some customers have been disappointed we weren’t able to facilitate this before now, and we’re sorry there’s no way to reach out to you individually to let you know it’s now an option.

Updated on:
April 29, 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:
April 29, 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?

Customers without access to the Glasgow Club app or online booking can 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
  • Emirates - 0141 287 7000
  • Gorbals - 0141 276 1490
  • Kelvin Hall - 0141 276 1450
  • Maryhill - 0141 276 5300
  • Scotstoun - 0141 276 1620
  • Springburn - 0141 276 1690
  • Tollcross - 0141 276 8282
  • Donald Dewar - 0141 276 0774
  • Toryglen Football Centre - 0141 276 0570

Updated on:
May 20, 2021

What number do I phone to make bookings?

With access to offices still restricted and our commitment to keeping staff and customers safe firmly in mind, we’re asking all customers to make bookings and payment wherever possible on our mobile app or booking website

This keeps phone lines free for those with no access to the internet or a mobile device. If someone you know has no access to a smartphone or the internet, please share these details for phone booking

Updated on:
June 7, 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 toilet facilities be available in reopened venues?

Yes, toilets will be available. Although, as with all areas in our facilities, social distancing measures will be in place.

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?

We are unable to restore access to our lockers, changing facilities and showers yet whilst staying compliant with current safety guidelines. The one-way system in venues is important to keeping everyone distanced and safe. We will keep this under review and inform customers if anything changes.

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:
April 29, 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

We're working on a programme and more information will be available soon

Updated on:
June 3, 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.

If you're ready to reactivate this membership please see further information on how to do this through your employer.

Updated on:
April 23, 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

When will the Sir Chris Hoy Velodrome reopen?

The Sir Chris Hoy Velodrome reopens on Tuesday 8 June.

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:
June 7, 2021

Can I get access to my storage cage in the velodrome, even if the track isn’t open?

We know our regular track users are keen to get access to bikes in storage and, even if riding isn’t possible, we are working on having arrangements in place to allow users to remove equipment.

We will be in touch with everyone who rents locker storage as soon as we have more specific information.

Updated on:
April 29, 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

Can I stay to watch my child at football training?

No. We ask that parents and guardians do not remain at the venue for youth club bookings.

For our Football Participation Programme, parents and guardians will be permitted to stay with children under the age of eight.

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:
April 23, 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:
April 23, 2021
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