Head Office
Virgin Active Ltd
100 Aldersgate Street,
London, EC1A 4LX
Customer Service
Phone: 0860 200 911 (South Africa)
Phone: 0333 360 1407 (UK)
Email: webadmin@virginactive.co.za (South Africa)
Email: info@virginactive.co.uk (UK)
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About Virgin Active
Virgin Active is a chain of health and fitness clubs founded by Richard Branson in 1998. Headquartered at London, the brand has presence across South Africa, UK, Italy, Australia, Singapore and Thailand. A large number, precisely about 138 health clubs are located at South Africa. Today, there are close to 240 clubs with latest equipment, cutting-edge classes and trained staff.
There are about 1.4 million individuals part of Virgin Active’s clubs. The brand, which claims to be the world’s “leading luxury health club network”, allows members to use their membership at any location most convenient. Those interested to join, can locate nearest club or gym on the website. There are different membership tiers to choose from. In South Africa, you have the Virgin Active Collection Club and Virgin Active Health Club. You can book a free tour at the club before paying for a membership.
For an overview, the Virgin Active Collection Club offers high performance training, yoga, spas, steam rooms, concierge, luxury lounges, food cafe and boardroom facilities. Members of the Virgin Active Health Club enjoy access to state of the art equipment, innovative functional training areas, heated lap and leisure pools, group training studios, Club-V for kids, changing rooms, free Internet, lounges and food cafes.
Besides membership to clubs, Virgin Active gives the option to buy Personal Training starter packs for weight loss, muscle gain and wellness. The packs are available for new and existing members, and must be completed with the same Personal Trainer. Members can search for classes at any of the locations and book one most convenient. The same can be done on the My Virgin Active smartphone app as well. The classes are a combination of yoga, aerobics, dance, pilates and punch. You may only make one booking per person. Online bookings and cancellations can be made up until 30 minutes prior to the start time.
Members can track their fitness, set fitness goals by time and calories, check timetables, and find nearest club on the iOS or Android app. For complaints or queries on club locations, payment, cancellation, refund, career, or others, reach the Virgin Active support.
I have been a VA member for more than 10 years (South Africa). I feel it’s unfair that classes like Kick and Step are scarce and easily cancelled. The lame reason being we are not meeting the minimum number (20) but there are a lot of classes like grid which are always empty with 4 people but never cancelled. Whoever is making these decisions is not thinking about the majority. A lot of members are thinking of cancelling their membership. VA you will lose to your competitors watch and see.
The company has the worst customer service and accounts department. I have been trying to get my membership linked to my vitality since August 2021. I have been to the branch 6 times already, contacted the branch on numerous occasions. I have contacted their accounts department as well for assistance, only to be told to go back to the branch. No one seems to care about customer service.
Terrible company they have dropped LES Mills no consultation with Members they have replaced it with Punch which is not very good judging by the App.The Swimming pool leaks into the underground carpark. The Aircon doesn’t work properly. I could go on don’t bother parting with your hard earned money.
I have been a loyal client to Virgin Active in Bangkok for several years. I have only left when moving out of Thailand.
As we are now back near a Virgin Active gym, I asked for an upfront cost (to prepay) for 7 months until we leave Thailand for good. I was given the cost (in writing). I also was advised I needed to come before November 1st to make the payment.
Well, sadly, I got the bait and switch. Suddenly, another employee came out and began telling me it was not correct and of course it would cost more than I was quoted in writing. Though it was clear in our e-mail exchange (where we repeated the period of time plus that I was only going to use the one club, and pay upfront) they tried to scam me.
I am so disappointed in this club now. I used to love going there and being a repeat/loyal customer, I never imagined they would try this unethical scam on me.
Absolutely terrible client service!! I have been trying to restore my accout for months now and i have gotten no feedback over the countless emails i have sent! Absolutely disgusting by the brand that has taken over south africa. I don’t understand why people are with you anymore
Pathetic client feedback.
I made an enquiry about my debit order, as we had a two week lockdown, during which nobody could access the gym.
I did fill in the online application to reduce my debit order for the month of August, as you, Virgin Active stated that our debit order amount will be reduced.I have received no indication on what amount my debit order will be, not even an invoice.
I am not getting any vitality points for my workouts at the moment in your gyms. I am missing weekly award goals and rewards with vitality and missing out on essential discovery points. What is going on? Plus – your app has been down for months?? Not sure which company undergoes software maintenance for months. Super unprofessional.
I have tried for weeks now to get hold of Virgin Active in George but the phone just keeps on ringing or they say the number is not working – how can a gym be without a phone for weeks?
It has been over a year now, that I have faithfully paid my monthly subscription, without being able to use the gym (in South Africa). I have twins of 3 years old, and can only attend the gym on a Saturday and Sunday when I can bring them to the VClub to be looked after. I have supported the company through the tough times, by continuing to pay fees in these tough economic times. So it is now time for you to step up and resume the services we are paying for. There is no reason why the kids clubs cannot resume.