Campus chaos continues over swimming pool bookings

THE process for booking swimming sessions at Melksham Community Campus is still under fire by residents, who continue to air their concerns about the online and telephone booking system.

In February this year, Melksham News reported residents were complaining the online booking system was ‘too complicated’ to navigate and the telephones were not being answered enough, preventing people from successfully booking swimming sessions.

Seven months on and complaints are still being made by residents who have been taking to social media to comment on the ongoing difficulties.

One resident said, “I have a very upset seven-year-old after spending 24 hours trying to book swimming for 2:30pm. Two unreturned voicemails, many more phone attempts, many web booking attempts. Still no luck this morning. There were 28 spaces when I started trying to book yesterday, now there are none. I gave up even trying to book for a good six months because it caused too much upset. I was told the booking process was sorted but here I am again with upset children, trying to sort something else, when all they want to do is go swimming.”

Another resident said, “I phoned probably in the region of ten times with no success. Two voicemails left and those were ignored also. In the end, I went in and booked in person. The current system really needs looking at because it’s an absolute shambles.”

Earlier this year, Wiltshire Council said they acknowledged the online booking system was ‘too long winded’ and that they were working to simplify the system that originally required all swimmers, including children, to have individual accounts and email addresses.

Now, Wiltshire Council say the system has been changed. Cabinet member for leisure, cllr Ian Blair-Pilling said, “This means that a person can now purchase tickets on behalf of the whole family for sessions including Fun and Floats, All Welcome, and Family Swim. Once booked, customers will need to take their confirmation email to reception when arriving for their session.

“We have been experiencing technical challenges with some bookings in the new system and are working to resolve the issues with our digital and financial partners.”

Responding to residents’ complaints about difficulties with getting through to the Campus via telephone, cllr Ian Blair-Pilling said, “Our reception team is fully staffed, however we are looking to employ more reception staff to meet demand. Unfortunately, ongoing recruitment hasn’t been as successful as we would have hoped and some roles continue to be advertised.

“We encourage people to use the online booking system if they are able to do so, to help relieve pressure on phone lines for those who don’t have internet access or have difficulties using it.”