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Craven District Council


Class Booking Policy

The procedure for the cancellation of exercise classes will be changing from the 1st November 2019.

Reasons for Making Changes

On average there are 300-400 non-attended classes each month. This is frustrating for customers who cannot book onto classes. The current system is not considered to be enough to encourage customers to cancel the classes that they won’t be attending.

In our survey of customers conducted over 5 month period in-house, on our website and social media page.

80% thought it would be a good idea to introduce a 50% class penalty fee. (No booking can be made until this is paid off).

70% thought we should limit the amount of classes per customer.

In addition, the cancellation period of 3 hours is not giving customers sufficient time to rearrange their plans to take advantage of classes that are becoming available. 78% customers surveyed agreed

75% of customers surveyed agreed a new 24 hour cancellation policy would be more beneficial.

60% of customers surveyed preferred to change to waiting list from 'auto-book option' to email all on waiting list the opportunity to book (fastest finger first)

The majority of craven leisure customers surveyed voted for a 6:15am booking time over 7am, 8am, 8pm and 9pm options we had.

What Is Changing From the 1st November 2019?

The process for the cancellation of classes

Current Policy

A minimum of 3 hours’ notice is required to cancel a class.

New Policy

A minimum of 24 hours’ notice will be required to cancel a class.

What happens if customers do not cancel or attend a class?

Current Policy

There is a ‘3 strike’ system in place whereby customers are allowed to miss 3 classes over a 28 day period. Customers who miss 3 classes over a 28 day period receive a 7 day booking ban.

New Policy

Customers who do not give 24 hours’ notice that they wish to cancel a class or do not attend a class will be charged 50% (currently £2.83) of the class fee.

How will I be charged for a class if I do not provide 24 hours’ notice that I am unable to attend?

If you are a member, the fee will be automatically applied to your account on the centre’s leisure management system and any future bookings will be blocked until you pay the fee through the online booking system or at reception.

If you are a ‘pay as you go’ customer you will lose 50% of the class fee that you have paid. The remaining 50% will be available as a credit in your account for you to use at another time.

Will there be any changes to the waiting list?

Current Policy

All customers who request to be added to the waiting list get an email informing them they will be automatically booked into a class if and when a space becomes available (up to 4 hrs before the class start time).

New Policy

All customers that have registered to be on the waiting list will receive an email to advise them when a space becomes available. To secure a place, customers will need to log in using their unique email and password. Spaces will be allocated on a fastest finger first basis.

If you have any issues with bookings check your device settings to ensure it is not saving old passwords, also the software is current and up to date.  Sometimes a clearing old browsing history helps.

Email the team here with any issues or speak to our Duty manager on shift: 

Download the updated Terms and Conditions 2019