No Show and Late Cancellation Update

Since we launched our new class booking system we have been monitoring feedback.

The top comment and request for us to improve our customer service is to address the lack of booking availability for popular classes and the fact that sometimes when fully booked classes begin, they then have available spaces.

Our monitoring teams have identified that a number of customers use the booking system as a reservation service rather than a booking service – holding multiple spaces preventing others from booking and attending classes.

To combat this we are implementing a number of changes to ensure our booking system is fair for everyone.

From Monday 6 January 2020, we begin notifying customers who do not attend or fail to cancel a class within the timeframes detailed below.

These will be classed as a “No Show or Late Cancellation”.

Customers will receive an email notification advising them of their no show or late cancellation and that from Tuesday 4 February we will be introducing a “No Show or Late Cancellation” charge.

What’s changing?

– If you have booked onto a class you can’t attend, you must cancel at least two hours before the class is due to start. If your class takes place before 9am you may cancel up to one hour before the class is due to start.

– Availability alerts (waiting lists) for classes will end 90 minutes before the class is due to start (previously 60 minutes).

 

Before you start a class you must check in by collecting your ticket from an in centre kiosk.

Hand your ticket to the instructor before the class begins.

If you cannot either attend a booked class, or you do not check in and hand your ticket the instructor, this will be recorded as a ‘no show’ or ‘late cancellation’.

Customers recording three ‘no shows or late cancellations’ over a rolling 60-day period will automatically receive a charge, equivalent to the non-member class cost.

All further ‘no shows’ or ‘late cancellations’ within the same rolling 60-day period will also incur the equivalent to the non-member class cost per activity.

Frequently Asked Questions

Why are you making these changes?

Booking and not attending classes, or cancelling in good time prevents other customers from participating. It means we sometimes have available spaces which could’ve been booked by others.

Why two hours’ notice?

This gives customers, wishing to attend a fully booked class, time to make arrangements if they wish to attend any released spaces.

How do I cancel a class booking?

You can cancel via:

Our BH Live Active mobile app.

Our website bhliveactive.org.uk/connect

Text message to 07537 404682 with your full name, membership number, name of centre, date, time and name of the class you are cancelling. Text messages are charged at your carrier’s standard rate.

Non-members – class fees are not refundable but transferable up to 24 hours before the class is due to start.

How do you know if I have attended the class or not?

When you book a class, everyone has to check in – it’s a bit like going on a plane. You collect a ticket from a kiosk and hand it to the instructor. If you don’t hand in your ticket you will be recorded as a ‘no show’ or ‘late cancellation’.

How will I be notified?

If you have not attended a class you have booked onto, or failed to cancel within two hours (one hour for classes that start before 9am), you will receive a notification by email.

What happens if the Centre cancels the class?

No show and late cancellation charges will not apply.

I have received a ‘no show or late cancellation’ notification but I attended the class.  How has this happened?

To avoid this, please make sure you either cancel at least two hours before the class is due to start. If your class takes place before 9am you may cancel up to one hour before the class is due to start. If you attend, you must check in and hand your ticket to the instructor.

I have received a ‘no show or late cancellation’ notification and have a question who do I contact?

Please speak with a member of the customer service team in the centre.

What if the booking system is out of order or the ticket machines are not working?

If the ticket machines are not working you must still check in with the customer service team, collect a ticket and hand it to the instructor. If the booking system is out of order we will make sure no notifications are issued.

If I incur a charge, how do I pay?

You will receive an email advising you that you have received a charge. It will contain a link for you to pay either online or in centre within five days.

If I have received a charge, what happens to the other classes/activities I have already booked?

Providing you pay within five working days, your classes/activities will not be affected.

I have an outstanding charge; will I be able to cancel any booked activities?

Yes.