Virgin Active Lock(down)ed Service

Following a year where we all tried to make sense of a changing world I thought Virgin Active would have had the leadership and expertise to adopt. Sadly if one read the reviews on social media it couldn't be further from the truth. Throughout lockdown I never froze my membership and had to endure long queues, decommissioned equipment and services etc. I never complained as I believed we need to understand each others challenges. That changed on the 1st of October 2021 when I received an email stating that the access to train at other clubs ended on the 30th of September 2021 without warning. The call center was extremely blunt when I contacted the team. I still work on rotation which is our new reality, things have not just gone back to normal. Virgin Active has really lost the plot. The fact remains that clubs are not fully operational and hasn't been for over a year (sauna, steam rooms, internet stations, decommissioned equipment. Why not wait for that to be fully operational before locking clubs again. Its all about the money and not about customer service. We are not getting what we signed up for period. I cannot move to another club as rotation requires me to commute. I will take the matter to the National Consumer Commission.