Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Virgin Active South Africa is described by members as a brand with strong facilities in places but severe administrative failure everywhere else. Reviews are dominated by cancellations that are not processed, debit orders that continue for months, Vitality discounts never applied, and complaints that disappear into unanswered inboxes. Praise, where it appears, is almost always attached to individual named staff rather than to systems.
Top Strengths:
- •Customer Service, Staff & Experience: Members single out named staff such as Siya, Nomthandazo, Itumeleng and Ntabiseng for warmth and effort, and clubs like Steenberg, Milpark and Bel Air for cleanliness. This is undercut by locker thefts, rude reception teams and long unrepaired equipment.
TrustIndex
1.8
NPS Score
-87
Recommended: Unlikely
Oct '25 - Sep '26
Frequently Asked Questions About Virgin Active South Africa
What do customers say about Virgin Active South Africa?
Based on recent customer reviews, Virgin Active South Africa is described by members as a brand with strong facilities in places but severe administrative failure everywhere else. Reviews are dominated by cancellations that are not processed, debit orders that continue for months, Vitality discounts never applied, and complaints that disappear into unanswered inboxes. Praise, where it appears, is almost always attached to individual named staff rather than to systems.
What is Virgin Active South Africa's biggest strength?
Virgin Active South Africa's biggest strength, according to Hellopeter's AI analysis, is Customer Service, Staff & Experience. Members single out named staff such as Siya, Nomthandazo, Itumeleng and Ntabiseng for warmth and effort, and clubs like Steenberg, Milpark and Bel Air for cleanliness. This is undercut by locker thefts, rude reception teams and long unrepaired equipment.
What are the most common complaints about Virgin Active South Africa?
The most common complaint about Virgin Active South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Complaint Resolution. A recurring theme is silence. Emails go weeks without reply, call centre agents drop calls mid-query, promised call backs never arrive and managers are described as permanently unavailable. Members report being cycled between branch and Head Office without resolution.
Is Virgin Active South Africa trustworthy?
Virgin Active South Africa has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 485 reviews in the last 12 months. Hellopeter has tracked Virgin Active South Africa across 8,406 total reviews. How is the TrustIndex calculated? →
Recent reviews (485)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2013
Virgin Active Pavilion – Existing Members Are Taking the Hit
I have been a member of Virgin Active Pavilion for over a year and have generally been happy with the club. However, the current situation following the temporary closure of Virgin Active Westville has become extremely frustrating. I understand that Westville is undergoing a revamp and that their members have been given access to other Virgin Active clubs while the work is taking place. However, the result at Pavilion has been a massive influx of additional members, and it is now having a serious impact on those of us who are actually Pavilion members. The gym has become so busy that I am regularly waiting 15–20 minutes just to use a machine or treadmill, with other people also waiting behind me. This makes it extremely difficult to complete a normal workout, and in some cases it simply isn't practical to train there. What I find particularly unfair is that Pavilion members are still paying our full monthly membership fees while the facilities we are paying for have become significantly less accessible. I am now seriously considering joining a local gym temporarily just so that I can continue training. However, that would mean paying for another gym while Virgin Active continues to debit my normal membership fee. I appreciate that Virgin Active needs to accommodate its Westville members during the refurbishment, but Pavilion's existing members should not effectively be expected to absorb the inconvenience and reduced access as a result. Virgin Active should consider allowing Pavilion members temporary access to other clubs as well, or providing some form of membership credit/reduction while Pavilion is experiencing this additional capacity. At the very least, I would expect Virgin Active to acknowledge that this situation is negatively affecting its existing Pavilion members and provide a reasonable solution. We shouldn't have to pay full price for a service that we can no longer reasonably access because of Virgin Active's decision on how to accommodate another club's members.
1 reviews | Active since Jan 2013
Virgin Active Pavilion – Existing Members Are Taking the Hit
I have been a member of Virgin Active Pavilion for over a year and have generally been happy with the club. However, the current situation following the temporary closure of Virgin Active Westville has become extremely frustrating. I understand that Westville is undergoing a revamp and that their members have been given access to other Virgin Active clubs while the work is taking place. However, the result at Pavilion has been a massive influx of additional members, and it is now having a serious impact on those of us who are actually Pavilion members. The gym has become so busy that I am regularly waiting 15–20 minutes just to use a machine or treadmill, with other people also waiting behind me. This makes it extremely difficult to complete a normal workout, and in some cases it simply isn't practical to train there. What I find particularly unfair is that Pavilion members are still paying our full monthly membership fees while the facilities we are paying for have become significantly less accessible. I am now seriously considering joining a local gym temporarily just so that I can continue training. However, that would mean paying for another gym while Virgin Active continues to debit my normal membership fee. I appreciate that Virgin Active needs to accommodate its Westville members during the refurbishment, but Pavilion's existing members should not effectively be expected to absorb the inconvenience and reduced access as a result. Virgin Active should consider allowing Pavilion members temporary access to other clubs as well, or providing some form of membership credit/reduction while Pavilion is experiencing this additional capacity. At the very least, I would expect Virgin Active to acknowledge that this situation is negatively affecting its existing Pavilion members and provide a reasonable solution. We shouldn't have to pay full price for a service that we can no longer reasonably access because of Virgin Active's decision on how to accommodate another club's members.
1 reviews | Active since Oct 2024
Awful customer service that led to cancellation
Dear Virgin Active, I am extremely disappointed with the service I have received from Virgin Active regarding my Vitality membership and the handling of my account. My Discovery Vitality number changed from my own number to my wife’s number, as I am now registered as a dependent. There was no break in my Vitality membership or my Virgin Active membership, the only thing that changed was the Vitality number associated with my profile. As a result of this change, I was initially charged the full Virgin Active membership fee. I contacted Virgin Active and was advised that I simply needed to update my Vitality number. I did so, and the discount was subsequently app****, bringing my premium back to the correct Vitality rate. I was then specifically told that I could simply visit a club and have the Vitality number updated on my membership. I went to the Century City club twice to resolve this. On my first visit, there was no sales consultant available to assist me. On my second visit, I was told that I would have to pay a R799 activation fee. I explained that this made no sense, as my Vitality membership had not been cancelled or interrupted, the Vitality number had simply changed. I declined to pay the fee and was advised to contact the head office instead. I subsequently made two further phone calls to head office, only to be told that I would indeed have to pay an activation fee for a membership service I was already using, despite having originally been told that the club could simply update my Vitality number. The contradictory information, the unnecessary back-and-forth, and the complete lack of ownership of the issue have been incredibly frustrating. Ultimately, this experience caused me to cancel a Virgin Active membership that I have had for years. I have been a loyal Virgin Active client, but the way this situation has been handled has left me feeling that loyalty means very little when it comes to customer service. I should not have to visit a club twice and make multiple calls to head office simply to update a Vitality number, particularly when there was no break in my membership. I was also told by the consultant that my October premium will be charged at the full rate, despite the fact that I have Vitality and have already demonstrated this to Virgin Active. Again, there has been no break in my membership, only a change to the Vitality number attached to it. I do not believe I should be penalised financially for an administrative change that was outside of my control. Quite frankly, if I treated my own customers in this way, I would be ashamed of the service I was providing. I would appreciate this complaint being escalated and properly investigated. I would also like clarity on why I was initially told that the Vitality number could simply be updated, only to subsequently be told that I needed to pay an activation fee, and why I am being charged the full October premium despite having an active Vitality membership and an unbroken Virgin Active membership. I look forward to your response. Kind regards, Martin Roux
1 reviews | Active since Oct 2024
Awful customer service that led to cancellation
Dear Virgin Active, I am extremely disappointed with the service I have received from Virgin Active regarding my Vitality membership and the handling of my account. My Discovery Vitality number changed from my own number to my wife’s number, as I am now registered as a dependent. There was no break in my Vitality membership or my Virgin Active membership, the only thing that changed was the Vitality number associated with my profile. As a result of this change, I was initially charged the full Virgin Active membership fee. I contacted Virgin Active and was advised that I simply needed to update my Vitality number. I did so, and the discount was subsequently app****, bringing my premium back to the correct Vitality rate. I was then specifically told that I could simply visit a club and have the Vitality number updated on my membership. I went to the Century City club twice to resolve this. On my first visit, there was no sales consultant available to assist me. On my second visit, I was told that I would have to pay a R799 activation fee. I explained that this made no sense, as my Vitality membership had not been cancelled or interrupted, the Vitality number had simply changed. I declined to pay the fee and was advised to contact the head office instead. I subsequently made two further phone calls to head office, only to be told that I would indeed have to pay an activation fee for a membership service I was already using, despite having originally been told that the club could simply update my Vitality number. The contradictory information, the unnecessary back-and-forth, and the complete lack of ownership of the issue have been incredibly frustrating. Ultimately, this experience caused me to cancel a Virgin Active membership that I have had for years. I have been a loyal Virgin Active client, but the way this situation has been handled has left me feeling that loyalty means very little when it comes to customer service. I should not have to visit a club twice and make multiple calls to head office simply to update a Vitality number, particularly when there was no break in my membership. I was also told by the consultant that my October premium will be charged at the full rate, despite the fact that I have Vitality and have already demonstrated this to Virgin Active. Again, there has been no break in my membership, only a change to the Vitality number attached to it. I do not believe I should be penalised financially for an administrative change that was outside of my control. Quite frankly, if I treated my own customers in this way, I would be ashamed of the service I was providing. I would appreciate this complaint being escalated and properly investigated. I would also like clarity on why I was initially told that the Vitality number could simply be updated, only to subsequently be told that I needed to pay an activation fee, and why I am being charged the full October premium despite having an active Vitality membership and an unbroken Virgin Active membership. I look forward to your response. Kind regards, Martin Roux
1 reviews | Active since Oct 2025
Hallo Guys please assist me i met with the trainer from Virgin Active SA in a mall he advice me ...
Hallo Guys please assist me i met with the trainer from Virgin Active SA in a mall he advice me to join the gym and he provide me his phone to create account for myself find out later when i see many calls asking me when am i going to pay Gym and i asked them when last did u see me in the gym i dont even have membership number anything that shows i am a member but they keep on calling me asking me to pay anf what's bothering me me lately i am called by MBD tells me to oay Virgin Active I ask them to check with their client where and when did i attend the gym and they tells me they dont have that records i feel they are abusing me please assist me where can i take Virgin Active and order them to remove my Name in MBD i don't owe them maan please assist guys..
1 reviews | Active since Oct 2025
Hallo Guys please assist me i met with the trainer from Virgin Active SA in a mall he advice me ...
Hallo Guys please assist me i met with the trainer from Virgin Active SA in a mall he advice me to join the gym and he provide me his phone to create account for myself find out later when i see many calls asking me when am i going to pay Gym and i asked them when last did u see me in the gym i dont even have membership number anything that shows i am a member but they keep on calling me asking me to pay anf what's bothering me me lately i am called by MBD tells me to oay Virgin Active I ask them to check with their client where and when did i attend the gym and they tells me they dont have that records i feel they are abusing me please assist me where can i take Virgin Active and order them to remove my Name in MBD i don't owe them maan please assist guys..
1 reviews | Active since Nov 2023
Terrible
Alll of a sudden Tiered clubs upgrades etc.. Not wothied!
1 reviews | Active since Nov 2023
Terrible
Alll of a sudden Tiered clubs upgrades etc.. Not wothied!
1 reviews | Active since Jun 2023
Virgin Active SA has the most hopeless call center
It will be such a relief once i am able to cancel my membership. I have been dialing their call line ***and even that does not work. What a hopeless call center!!
1 reviews | Active since Sept 2026
Virgin Active Flexi membership is a ****
I was ****med into a contract by Virgin Active in a name of a flexi membership. No terms and conditions read to me and i'm now liable for 2 months arrears and it another month notice to cancel.
1 reviews | Active since Sept 2026
Virgin Active Flexi membership is a ****
I was ****med into a contract by Virgin Active in a name of a flexi membership. No terms and conditions read to me and i'm now liable for 2 months arrears and it another month notice to cancel.
1 reviews | Active since Apr 2013
***** by Virgin Active
I have learnt that I owe 3k on a membership I have never taken.i was at the branch today and the team was helpful to show my innocence. Even the joining fee was paid by someone not me...the headpffice does not take my calls. Virgin Active has an active ***** happening
1 reviews | Active since Apr 2013
***** by Virgin Active
I have learnt that I owe 3k on a membership I have never taken.i was at the branch today and the team was helpful to show my innocence. Even the joining fee was paid by someone not me...the headpffice does not take my calls. Virgin Active has an active ***** happening
1 reviews | Active since Dec 2013
Virgin Active Brackenfell poor quality !!
absolutely disgusted in the management of Virgin active in Brackenfell I train every morning and then get ready to go to work but the showers as gone from bad to worse out of 8 showers there's only 3 that is working the other 5 hardly has any water coming out. The tiles are broken and some missing and a risk for cutting your feet. Mold and dirt on the silicone.Every other day the drain is blocked so water cant run away into the drains
1 reviews | Active since Dec 2013
Virgin Active Brackenfell poor quality !!
absolutely disgusted in the management of Virgin active in Brackenfell I train every morning and then get ready to go to work but the showers as gone from bad to worse out of 8 showers there's only 3 that is working the other 5 hardly has any water coming out. The tiles are broken and some missing and a risk for cutting your feet. Mold and dirt on the silicone.Every other day the drain is blocked so water cant run away into the drains