Help and Support
Frequently Asked Questions
What facilities do you have for children?
We’ve got loads of things kids will love. Many clubs have excellent crèches to help care for your kids and in style. All crèches are registered with Ofsted in England and the Care Commission in Scotland. Our crèches entertain, educate and care for children to the highest standard, so they have fun while you work out. There's a full programme of events and activities every day. Click here to find out more.
How can I make a booking for a class?
Some can be booked 7 days in advance. Click here to login. Otherwise, give your local club a call to book your spot.
How can I cancel a class booking?
You can cancel online - click here to login. Alternatively, you can cancel by calling the club or our Customer Services Team on 0207 717 9000
What happens if I can't turn up to a class I've booked?
We want to ensure that as a member of Virgin Active you get the most out of your membership. Classes are a popular part of our offering. So if you book a place and can’t make it, let us know so that someone else can take your space. You can cancel classes online via our app, website or by calling your club. If you need to cancel your class within 30 minutes of it starting, please call us so we can allocate your space to another member on the waiting list.
Members tell us it’s really frustrating when they can’t get a space in a class that isn’t full. If you no-show without , we’ll send you a little reminder email. And if this happens three times within 30 days, there’ll be a seven-day block on you booking a class. This won’t affect any bookings you’ve already made and you can still just turn up to classes if there are spaces available.
How do I contact customer services?
You can reach our Customer Services Team on 0207 717 9000. Lines are open 9am - 6pm, Monday - Friday and 10am - 2pm Saturday.
How can I contact you?
If you wish to end your membership, freeze your membership, or transfer your membership to another club, you must contact us to do so by completing a change of circumstance form in your home club, by completing a change of circumstance form online by visiting the member portal at www.virginactive.co.uk, or by contacting Customer Services. Full contact details are available from reception at your home club or on the website. Only notices given to us in one of these ways will be considered notice to end, freeze or transfer your membership. You can also contact us to update your personal details by visiting the member portal at www.virginactive.co.uk and completing a change of circumstance form. If you wish to contact us in any other circumstances, please contact your home club or Customer Services.
Contact details: 0207 717 9000
How can I cancel my membership?
We’re sorry to hear that you’re thinking of leaving us. Did you know that there may be an alternative solution to cancellation such as a membership freeze or a change of membership type, depending on your circumstances?
If you’d like to talk to us about your membership, you can complete a ‘Just Before You Go’ in your home club, or call our Customer Service team on 0207 717 9000. Alternatively, you can submit a membership cancellation request via our member portal, by clicking here. Please note that you’ll need to give us a minimum of one month’s notice of cancellation and we’ll adjust your direct debit details accordingly.
How can I freeze my membership?
You can freeze your membership for a minimum of 1 month and a maximum of 3 months at a time. We'll need to know before the 17th of the month to give us time to process this request and all our freezes run from the 1st of each month for complete months (for example, we can’t do the 15th to the 15th ). A freeze fee will apply.
Simply fill in a 'Change of Circumstance' form at reception or online via our member portal - click here to login. You'll need to click on the 'My Account' tab and hit 'Edit Details' to reach the right place to send us your request. Alternatively, you could call our Customer Services Team on 0207 717 9000.
Come back soon!
I have debt on my account, how can I pay it?
You can make a payment in your home club or by calling the Member Services team on 0207 205 5500 from 9am-7pm, Monday to Friday or if outside of these hours you can use our automated payments line on the same number. Alternatively, we can contact you, just email us at email@example.com. Please only include your name and a daytime number and time during office hours when we can get in touch.
How do I log into the website?
All you'll need is the email address we have registered on your account or your membership number (which contains a lower case p) as a username. Your password is automatically set to your date of birth, as 8 digits DDMMYYYY.
If you continue to experience problems then please contact our Customer Service team on 0207 717 9000
At which clubs can I use my guest pass?
Guest passes can only be used at your home club.
How can I work for Virgin Active?
All our recruitment is done via the careers section of our website. You can register, see current opportunities and apply for various roles. Submit your details to get alerts as soon as roles become available. Just click here. Good luck!
What is Personal Training?
Working with a Personal Trainer improves your chances of achieving your goals, whatever they may be. You don’t have to be super fit, just have a desire to improve.
Personal Training is quick, safe and much more fun than working on your own and our Personal Trainers are smart, friendly and great at motivation so you always go that little bit further than you ever believed possible. Plus you can experiment with new kit, techniques exercises.
We begin with an in-depth assessment of your fitness and health then create a tailored personal training plan. You’ll learn how to stay motivated and inspired and your Personal Trainer will be by your side, cheering you on and giving lots of advice on nutrition, diet and more. What’s not to like? If you’re a member, be sure to chat to our expert fitness team on your next visit, they’ll explain more about our Personal Training options.
How much does it cost to bring a guest with me to the club?
Our guest prices vary depending on the club you're planning on visiting. Also, our members visiting clubs outside of their usual multi-club access get a 50% discount on the adult guest pass (excluding our Collection clubs which you will need to visit with a Collection member to gain access and pay the full guest fee). Please check with the club you're planning on visiting for the fees and any restrictions
How can I transfer clubs?
Simply log into the online member portal and complete the ‘Change of Circumstance’ Form or complete the appropriate paperwork at the club you wish to transfer to and we’ll sort the rest. Click here to login
There is a transfer fee to Chiswick Riverside and our Collection clubs and please bear in mind membership costs vary across the Virgin Active network.
You normally need to give us a little bit of notice to transfer your membership, if you’re not sure please check with your club or our Customer Service team.
Enjoy your new club.