No-Show Policy

As you’ve probably noticed, we’ve been adding classes and space quickly, to keep up with ongoing growth. We now have nearly 400 classes each week, and though we’re the largest CrossFit gym in the world, we’re committed to maintaining among the lowest average class sizes.

But to make the gym run smoothly, we also need your help.

On a daily basis, a small but impactful percentage of people no-show for class. Most of our peak-hour classes have wait lists of members who would like to take the class if a spot arises. If you no-show, you screw your fellow members out of getting into class.

Therefore, effective Monday, June 30, we are modifying our policy, to encourage community-minded behavior: if you no-show (or don’t sign in to class), you will be unable to pre-register for any class for the following two days. You will still be able to go standby (i.e., show up and join a class, if there is room), but you’ll simply be inconvenienced in the same way that you’ve inconvenienced everyone else.

As ever, you may still cancel classes up to 60 minutes before – through Zen planner, or by emailing or calling and leaving a message. You simply can’t flake out completely.

Please be considerate, and help us make this gym the best possible experience and community that it can be!

  • Doug S.

    This is harsh considering the phone system is garbage…it takes forever to connect to someone slash no one ever picks up. Most of the time requests to move out of one class into another etc are too complicated to leave via voicemail. Also you risk being booted from subsequent classes if you can’t connect with someone to cancel

    I suggest improving the phone system so we can connect to a human faster and/or moving the cancel window to 30 minutes. Also what about 2-3 per month freebies?. Things come up, especially with work, so planning the travel time from the office to the box changes and then trying to cancel in time when you cant get anyone on the phone is problematic.

    • Hari Singh

      The phone system has been significantly upgraded. You do not need to speak to someone personally (and you probably cannot speak to someone during peak times). If you leave a voicemail it will be transcribed and logged. You also have the option of sending a simple email.

      A 30 minute cancel window is impractical, because it does not leave people on the wait list with sufficient time to respond.

      • Doug S.

        So if i leave a message with a cancel request, dont show up, I am re-enrolled into the future classes I have signed up for, even if they are full?

        • Hari Singh

          If you call or email at least 60 minutes before class, you will not be charged with a no show and there will be no further consequences. You may get a computer generated email, but there will be no penalty.

          • Joe F

            Are you also given a no show and face subsequent penalties if the class isn’t full and there is no waitlist? It doesn’t seem like people are inconvenienced in that situation.

          • Hari Singh

            Iwe had nearly 2000 no shows last month that resulted in several hundred incidents of people not getting upgraded. It is not practical for us to review these on a case by case basis.

          • Joe F

            I didn’t realize this is a manual process and thought it could be built into the settings. Thanks for answering the question.

  • Yael Bar-tur

    unrelated but still community oriented i guess – can we get a few of the Open tshirts up to 67th street for those who ordered but can’t get to 28th street? i can’t be the only one…

    • Stacey Pearson

      Hey Yael! The pick up point is at 28th street only for these shirts. Come drop in to workout and grab your shirt, 28th St is fun too!

  • Andy Graves

    I am all in favor of encouraging member cooperation. Plus, Zen Planner on the phone takes about 15 seconds to cancel a class. It’s very easy.

  • Tony

    Are there any options if you realize you can’t make it when it’s less than an hour before class? I still would like to somehow let you know I may be a no show as a courtesy.

    • Hari Singh

      When people put themselves on the wait list, they agree to attend, if a spot opens up. Implicit in that agreement is the expectation that they will be given at least one hour’s notice, so that they can adjust their plans. For this reason, Zen Planner does not process cancellations less than 60 minutes before a class is scheduled to begin.

  • Jenny Beth Snyder

    I think all of this is totally fair and I agree- BUT! I could be technically retarded… but I have a really hard time doing anything schedule wise from my phone online. Is there an app I’m missing to be able to cancel online via an iphone? Or is that the email option? Just curious as I can’t usually talk on my phone at my job or typically whereever I’m coming from that makes me no show. Thanks!

    • Andy Graves

      Yes, Zen Planner is the app you’re looking for.

      • Jai

        I don’t see a version for Android users. Link, if it exists?

        • reisbaron

          I do it through my browser on my Samsung. Takes less than a minute.

      • Jenny Beth Snyder

        Just saw that you said this earlier about zen planner- but on my phone I’m only finding a thing called front desk and not one called Zen Planner- are they the same thing and do I log in with my crossfit login?

        • Andy Graves

          I think it’s the same thing. When I look at the app in the app store it’s called front desk staff something.

        • Jenny

          I use the link that Amber noted below (https://crossfitnyc.sites.zenplanner.com/calendar.cfm). You can create a shortcut to it and that in essence creates an “app” on your phone, in that it is a box on your homescreen. FWIW I found the Zen Planner app not to be very reliable, and this shortcut method better.

    • Amber Rodriguez

      If you head over to https://crossfitnyc.sites.zenplanner.com/ on your phone/mobile device, it’ll bring you to the mobile-friendly version of Zen Planner. This option has actually been really reliable for a number of users.

      • Jenny Beth Snyder

        Success! Thanks everyone!

  • Jenny

    I understand the idea and agree it is good to try and decrease no-shows. However, for those of us that do try to limit no-shows (I believe I average 4 no shows a year; some were due to issues at 26th Street), I think it is too harsh.

    When I no-show it’s because I got held up last minute
    at work or for some other extenuating circumstance, within the 60 minute window. Perhaps allowing 1 no-show every 3 months or even every 6 months is an option. Or, if you’re trying to inconvenience people the same way, shouldn’t it be a one day pre-registration penalty? There are extenuating circumstances, and being punished for having other responsibilities seems unfairly punitive.

    As always, thanks for trying to make our gym a better place and listening to our feedback.

    • Hari Singh

      We considered a 1 day penalty period but settled on 2 days, because people attend an average of every other day. We also noted that
      the percentage of no-shows is about the same in the morning as in the evening and about the same on the weekends as during the week.

      We currently have about 2000 no-shows per month, so we wanted to do something that would truly influence people’s behavior. Canceling future reservations was not appreciably helping the problem.

      Like all of our decisions, this one will be periodically reviewed and adjusted as needed.

      • Jenny

        Good point about the wait list moving more quickly – hopefully it’ll all pan out and work for the best. Thanks again for the response.

  • katie

    There are times when emergencies arrise and even the best of us are forced to no show. Rather than punish the dedicated with a random work emergency, wouldn’t it be better to instill a harsh punishment for repeat offenders?

    4 years – est 5 no shows…

  • Rob

    As others have noted, while I do appreciate the effort to improve the waitlist, this is a truly member unfriendly policy until and unless the phone system is upgraded to make it easy to call and cancel from the road.

    As an Android user, the site is nearly impossible to navigate, let alone log in and cancel.

    A simple solution would be to have more people answering the phones to better accommodate the huge increase in [dues-paying] members. You’re busier now, you’re presumably bringing in money, it’s not impractical to expect you have to increase staffing accordingly.

    The only other business I know that doesn’t answer their own phone is Time Warner, and I really hope thats the last time anyone ever compares CFNYC to them.

    • Hari Singh

      The phone system has been significantly upgraded. You do not need to speak to someone personally (and you probably cannot speak to someone during peak times). If you leave a voicemail it will be transcribed and logged. You also have the option of sending a simple email.

      • Wilfredo Flores

        Do those competitors also have these penalties?

        • Hari Singh

          Our preference is to control our prices and our class sizes.

  • Robert Baggio

    400 classes per week x Avg 4 weeks x 20ppl per class = 32,000 spots per month

    2,000/32,000 = 6.25% no show rate. Is that really that high?

    • Hari Singh

      The relevant ratio is not the number of no shows divided by the number of spots; it is the number of no shows divided by the number of people who show, so you’re off by a factor of 2. We currently have 2,000 people no show and 16,000 people show per month.

      Assuming (but not agreeing) that no shows are a small percentage, the question is who should bare the price: the person who no shows or the person who gets stuck on the wait list. Until now it has been the latter, soon it will be the former.

      • Robert Baggio

        Thanks, didn’t have the number of shows to do my math

        Makes more sense now

  • Robert Baggio

    New no-show policy seems steep
    400 classes per week x Avg 4 weeks x 20ppl per class = 32,000 spots per month
    2,000/32,000 = 6.25% no show rate. Is that really that high?
    6.25%*20ppl per class = ~1avg no show per class

    Meaning if you’re 1st on the waitlist, you’re probably going to get in
    Are we punishing everyone for 2 days because of the 2/3/4/5 people on the wait list?
    Why not just show everyone the stats, so they get understand chances?

    I realize all classes all aren’t full, so this means people are canceling more in the
    busy time periods
    Why not just make it a 2hr cancellation window for “prime” times, so waitlisters
    have more notice to get into the class?
    If I had 2hrs, and a locker/box for my stuff, there would be no reason I couldn’t
    make it, and I’d pay more for it
    Just a thought

    • Hari Singh

      There are a number of alternate solutions, including the one used by most of our competitors (put 30 to 40 people in a class).

      • Robert Baggio

        I gotcha, just thought the rough stats paint a different picture. I do love CFNYC for that reason. Any thoughts on more lockers/baskets? That would make the waitlist situation for those who missed a class more bearable.

        Would also like to commend the new Experienced programming, it’s spot on.

        Thanks!

        • Hari Singh

          We are working on adding additional storage and locker room capacity at both locations. In the next month, we should have significant additional bin storage and additional showers at 28th Street. Showers at 67th will be done this fall.

          • Robert Baggio

            Thanks again

          • Drea Edwards

            Yay! About time. :)

    • Drea Edwards

      WE do not need to pay more. We pay plenty.

  • Drea Edwards

    An email is always very effective.

  • Drea Edwards

    I do it through my browser on my iPhone. I never have any trouble.