How to join the waiting list via the app
In January 2024 we enabled waiting lists on class bookings in response to customer feedback. While we understand a waiting list may not suit all customers our aim is to provide the opportunity to access classes to as many customers as possible.
Our bookings software is an off the shelf product that is in use by many leisure operators across the UK. As such our ability to customise the way the system works is limited to the confines of the software’s rules.
The system is designed to work so when a space becomes available, everyone on the waiting list receives an email notification every hour. This ensures all members have an equal opportunity to book. The system does not prioritise based on your position on the waiting list—the space is allocated to the first person who makes the booking.
When you tap on the class from the list you will be able to book.
Confirm you wish to book the item.
The app will inform you that you are booked on to the waiting list.
How to cancel your space on the waiting list
If you no longer want a place on this class, and want to avoid receiving update emails, please remove yourself from the session.
If you are on the waiting list you will see the following when you open the class in the app. Simply press the cancel button at the bottom and you will be removed.
75 Minutes before a class starts
To assist with last-minute availability, the waiting list will be removed 75 minutes before the class start time allowing spaces to be booked by anyone directly via the app. If the class then fills up again, although a new waiting list will begin this will continue to be cleared up until the class start time to allow easier booking in the run up to a class.
Waiting List Email Alert
This is an example of the email you will receive when a space becomes available whilst being registered on the waiting list.
If you are not receiving these emails, please check your spam/junk email folders.
The final notification email will be sent 2 hours before the class starts, if spaces are available, giving users on the waiting list a final chance to book before the waiting list is cleared.
If you wish to book the space, click the book here link on the email where you will get a message confirming the booking. You will not need to log in for this.
App performance at busy times
We are aware that some members are experiencing difficulties booking their favourite classes or sessions, especially during peak times. We are actively working with our software supplier to resolve these issues as quickly as possible.
We understand how frustrating this can be and truly appreciate your patience while we work with our supplier on both short- and medium-term improvements.
In the meantime, bookings can still be made via our website: KAL Online Booking
We sincerely apologise for any inconvenience and appreciate your patience and understanding.
FAQ's
Q – What happens if a member does not cancel themselves off the waiting list but no longer wants the place?
A: Ideally, customers would cancel their spot on the waiting list if they no longer wish to participate, so others have the opportunity to take that place. While we understand that this off-the-shelf product may not meet every need perfectly, it does provide notifications to members when spaces open up, to try and make it a little easier for the majority of our customers.
Q – I received the email and logged in to book the space but it was already gone?
A: Since places are allocated on a first-come, first-served basis, it’s possible that another member booked the space before you had a chance. We understand how frustrating this can be, and we encourage everyone to act quickly when spots become available.
Q – Is there a maximum number of customers allowed on each waiting list?
A: No, the waiting list function simply sends everyone on the waiting list an email reminder if a place becomes available and then places are given on a first come first served basis. Any customer who adds themselves to the waiting list will get an email reminder when a place becomes available.
Q- If I am in the centre and notice that there is a space can I book on?
A: Yes but first you will need to add yourself to the waiting list and then the Front of House team can move your name over if there are spaces on the class.
