Common questions answered

We've had several questions about the impact COVID-19 has had on our services and passes, so we've put together some information that may be on your mind.

Your questionsOur answers

 

How will my pass be reactivated?

 

Passes will not automatically begin on a specific date. Our Customer Service team will be connecting with all pass holders via phone and presenting options to reactivate, continue to suspend, or cancel your facility pass.

Don’t feel like waiting for our call because you already know when you want to start? You can send us an email at recreation.wellness@airdrie.ca and let us know what day you will be returning.

  • Once we receive your request the team will verify account information and will reactivate the pass for day you choose.
  • All credits on account will applied to your first monthly payment, the first payment will commence on your return date and subsequent payments will fall on the monthly anniversary of your start date (Example: I restarting my pass for July 6th, on July 6th your first monthly payment will come out (minus any account credit) and your next monthly payment will come out on August 6th.
  • The team will follow up my email or phone once your pass is reactivated.

I/or my family had an active pass prior to the closure, what happened to my pass?

If you have …

· A pass paid in full: Your pass has been put on hold and will be extended for the remainder of the time you had left on March 17. For example, if on March 17 you had 6 months left and returned to activities at Genesis Place at the beginning of November, you would then have 6 months left of use starting at the beginning of November.

 

· A continuous monthly pass: Your pass has been put on hold and a credit has been issued back to your Genesis Place account for any prepaid days that took place after March 17.

· A childcare pass: Your child(s) pass has been put on hold and a credit has been issued back to your Genesis Place account for any prepaid days that took place after March 17.

All account credits have been issued onto your recreation account to be used for future purchases at Genesis Place.

How can I use my credit?

When we re-open you may use your account credit toward any Genesis Place pass, program, service or merchandise. For example, you could use your credit toward swimming lessons for your children, or you could put your credit onto your monthly payment of your pass when you return to Genesis Place.

How can I see my credit on my MyAirdrie account?

The credit is viewable on the checkout screen when you register for future recreational programs or classes throughmyAIRDRIE

You may email us at Recreation.wellness@airdrie.ca to enquire about your credit balance.

My child(s) was registered in a program or swim lesson, did I receive refund/credit?

A prorated refund has been issued as Genesis Place account credit which can be used towards future purchases at Genesis Place.

How can I collect my child’s swimming report card? We will be hanging onto these cards until the facility re-opens. When we resume operation, they can be picked up at the Aquatic Customer Service desk.

I had unused personal training sessions and childcare hours prior to the closure, will the expiry date be extended?

Yes. The number of sessions or hours you had left on your account on March 17 will be extended starting on the date of your return.

When are you re-opening?

Please click here to see our tentative reopening dates set to begin on July 6, 2020.

 

Contact us


Genesis Place

P. 403.948.8804

F. 403.948.0604

Hours


Genesis Place
Monday to Friday
5:30 a.m. - 8 p.m.
Saturday, Sunday
7 a.m. - 8 p.m.