Fitness Passport

Despite paying $37 a fortnight you don't have access to most local gyms even during stagged hours without signing additional memberships or paying start up fees theres really no benefit unless you travel for work

Has to be the worst company to deal with a complete lack of customer focus Cant Ring them Takes 5 days to respond to emails Takes forever to cancel Cant transfer membership Avoid at all costs

After my membership was activated I went to use my gym, which was on the list of accessible gyms, and was told I couldn't access my classes with FP - which is the whole reason I use the gym. So I immediately sent a cancellation request to FP via… Read more

email to info@fitnesspassport.com.au, within 3 days of my first direct debit - well within the 14-day cooling off period listed in the contract T&Cs ('5.1. Cancellation of a Membership by a Member will be allowed at any time in the first 14 days from the date of your first direct debit (by giving notice in writing to FP)').

I have now emailed three times with no response other than an auto-reply that they will be in touch within 48 hours. It has been a week since my first email (I also messaged via the "Send Us An Enquiry" webform, just in case it goes to a different email address, though I don't think it does because I got an auto reply to that as well).

I suspect they are stalling until after the 14 days have passed. Or perhaps it's just terrible customer service. Either way, after reading the large volume of 1 star reviews and complaints from people on product review who have tried to cancel their FP memberships, and the fact that most of them have only had their cancellation request processed after lodging a bad review on this site, I figure my best option is to leave a review here. I'm willing to upgrade my stars and review if I get a response from FP.

***UPDATE***

FP resolved my query after I posted here, so as promised, I'm upgrading my stars.

Hands down the best membership in the country! The ability to jump between council pools and various gyms keeps my workouts exciting. I never get bored, and I’m constantly meeting new people in different communities. 10/10 for flexibility Show reply

Fitness Passport has made it so easy and affordable for me to stay active. It gives me access to heaps of gyms, pools, and fitness facilities, so I can work out wherever is most convenient. I love having the flexibility to go to different places depending on what suits me that day. Overall, it’s such a great initiative and I’d definitely recommend it to everyone. Show reply

Excellent service with brilliant gyms and pools. Use it most days and saving loads with increased exposure to different places I wouldn’t go to if I just signed up to one! Cannot fault. Good app upgrades aswell and makes it a lot easier to check in. Never had an issue. Show reply

I originally signed up for Fitness Passport thinking it would be a convenient option for when I travel for work. In hindsight, I deeply regret not just signing up for a standard, individual gym membership. This product is highly disappointing and a poor value for money. Here is why you should think twice before joining: -Terrible Network… Read more

Coverage: They advertise a massive network, but heaps of gyms don't actually participate. Even with major fitness chains, it’s usually only individual, specific stores that sign up, meaning you can't just walk into any branch when traveling.

- Restricted Opening Hours: Even when you find a gym that accepts it, your access can be heavily restricted. You often can't use the gyms during peak times or full operating hours, which completely defeats the purpose of having a premium flexible membership.

- Hidden Contract Fees: The contract is loaded with hidden fees. They completely sting you with unexpected charges the moment you try to pause your membership or cancel it altogether. Overpriced: When you break down the math, it is far more expensive than just signing up directly with a standard gym, especially given all the restrictions.

- Expensive access cards: Even if you find a gym, just getting the access card usually costs upwards of $60

Save your money and stick to regular gym memberships. It's cheaper, less stressful, and you actually get to use the gyms when and where you want.

Are currently trying to cancel within cooling off period and having no response, and no phone number to contact. We signed up under the impression that you can access gyms 24/7 as long as u get a swipe from the specific gym (as stated in sign up info) only to find out majority of gyms in my area have gone away from this and will not allow you to… Read more

access outside of staffed hours. EDIT*** my problem is now resolved. Is a good membership In theory just for us personally was not beneficial. Would recommend reaching to out to specific gyms prior to signing up to see their relationship with fitness passport.

the worst service. donnot recommend to anyone. stay away before too late. They locked u in contract and wont let u cancel memebership. Never again. U cant talk to anyone proeperly, very disrespecful and rude.

I’ve been member of fitness passport for the past 5 years. It has been one of my certainties as ive moved around nsw with work. I’ve always been able to work out for my physical health and mental health. I really like that they are making the product easier to use with the app and adding to the gyms included. I really enjoyed the pools with gyms and smaller gyms all over New South Wales. Show reply

I joined them through my company , when they give you the details you feel like you are getting a good deal but there fees is too high. Cancelation fees I paid was $325 . I felt like I have been ripped off my money unnecessarily. Even though I told them my husband has lost his job n thus I cannot continue but still it's business for them. I wish government could check these organizations. 2238591 is my ref number of email I was sending.

I signed up with Fitness Passport and paid membership for approximately 9 months without using the service. When I decided to cancel during the minimum term, I was charged a cancellation fee despite no usage. After explaining my situation and disputing the fee, the matter was still pursued and eventually referred to a debt collection agency. In my… Read more

experience, the priority was strict enforcement of fees rather than resolving the issue fairly. There was no flexibility or meaningful consideration of the circumstances — only repeated references to the terms and conditions. I would not recommend signing up with them.

Beware, read the fine print!!! Having recently commenced a new role that offered the Fitness Passport I quickly signed up thinking that it would be great for my son who is very athletic and had been bugging for a gym membership. As time went by and nothing received in the post I began to question whether I had signed up. Surely they send you… Read more

something to swipe?! Wrong! Next think I know over $200 has been taken from my account and myself and son have never stepped foot inside a gym… well we couldn’t with nothing to swipe… a welcome pack or anything?! Turns out that with my sons back to back sport commitments he won’t actually utilise this and I definitely will not so quickly decided I need to cancel before another insensitive amount of money is deducted for something I’m not taking… surely they can see if haven’t activated the membership or have even one attendance against my so called membership.. I send an email to cancel. I’m a single parent, I don’t receive child support and this is an exuberant expense that I can’t afford nor need.. Now, I get a response from Fitness passport rep telling me Thani have to prove my hardship by way of providing all my bank statements etc so they can deem my hardship and if not they will be charging a further $275 cancellation fee. That’s right, nearly $500 for something I have not used, didn’t activate or utilise whatsoever… Disgusting service. Absolute daylight robbery… My advice is to get a no lock in contract gym. Stay away from these thieves!!!

Fitness passport seems well And good until you try to cancel, they’ll not listen, charge you 6 times before canceling then use debt collection if it doesn’t work out, I’ve been in poor financial situation and managed to appeal to have the 100$ cancel fee stopped only for them to want 300$ arrears for weeks that I’d been trying to get them to… Read more

accept my cancellation for, the logic falls short and they clearly don’t care, take my advice, never use this service, just get a gym membership instead

In my personal experience, I have been left disappointed. You have to sign up for a locked in 12 month contract, then they increase the cost during the contract period. You need to pay a sign up or joining fee for most gyms which is not listed on the website, this is in addition to any key card cost which is often listed incorrectly on their… Read more

website. You don't get full membership benefits for each of the gyms. Regional areas also lack facilities. I would recommend joining a reputable gym near your home or work and paying the $5 bucks per visit for your local pool. The concept is a good idea but FP have failed to deliver.

This service has changed my families lives, the ability to visit multiple local aquatics centres throughout the holidays has increased family time and our collective fitness. Would recommend to anyone! Show reply

A lot of negative reviews about not able to contact Fitness Passport, my experience was nothing but 5 star! Yeah sure not a phone number, but I did an online query and within a couple of hours had a friendly and helpful response back. Thanks for helping Claudine. The value for money I think is great: would depend on the club and the deal your… Read more ·  1

employer has I guess, but for me it is $17/ wk approx, which is $6 a week cheaper than if I wasn’t a passport holder, plus access to other brands of gyms. The family membership upgrade is good value too if you need regular child minding, for $14 or so more per week, includes it! Plus your partner has a gym membership and kids have access to the pool and track (my gym anyway). Check your local to see if works for you, but for me it sure does.

Please read the fine print before signing up. Fitness Passport has a very slow and outdated cancellation process. Membership cancellation takes 30 days, during which you must continue paying even if you are not using the service. There is no option to place the membership on hold while waiting for cancellation. This feels inefficient, unfair, and a waste of money. Fitness Passport should seriously review and modernise its policies and systems Show details

Unfortunately in my experience there are very few gyms that allow you to just enter without having to pay a fee, buy a fob, or sign a contract. Change your name to "fitness visa". The way it was marketed was as a simple all access membership. That has been far from the case in my experience. I will look to cancel my FP membership in the near future.

DO NOT USE FITNESS PASSPORT ⚠️ About 3 years ago this membership was worth it and gave you value for money. Since then, the prices have soared above normal inflation rate. In the span of 18 months, the fees have increased by 25% in total over 3 bumps. FP should know that realistically most members use 2, maybe 3 different facilities but they love… Read more

to push how amazing it is to have access to ‘thousands of facilities’, and yet the cost of the program is now MUCH MORE expensive than a local gym membership. Keeping up with the inflation rate seems reasonable, maybe 1% higher, but increasing over 10% a year is a quick fire way to lose trust from your customers. Here’s the kicker- FP does not even contact you individually when prices increase! They get away with it by including a clause that says ‘well if we tell your company administrator that’s our part done’ and you find out only by checking bank statements. How hard is it to send an automated email to all their customers? Poor pricing, poor transparency and poor communication. Don’t fall for the bells and whistles - just find a local gym, haggle for a good rate and lock it in.

I travel a lot for work, and Fitness Passport has been genuinely handy. There are heaps of gyms wherever I go, and most of them just scan the QR code and let you straight in. Big bonus when the gym has a pool, makes the whole thing even better. Overall, it’s been reliable and easy to use. Show reply

Just above the price of paying for one gym, however they keep raising the price by $5 every six months. Every single gym in my area now forces you to pay anywhere from $50-100 to access their facility which then makes the cost not worth it as you can’t access multiple facilities.

I recently joined and requested the Silver Package, but was incorrectly allocated the Gold Package instead. I don’t require this higher package as I rarely travel interstate and am currently on maternity leave. I’ve tried multiple times to contact customer service — I’ve sent two emails with no reply — and when I attempted to change my package… Read more

through the app, I found there’s a 30-day waiting period that prevents me from correcting the error myself.

It’s very frustrating to be charged for a package I didn’t ask for, especially with no customer support response. I hope Fitness Passport improves its communication and makes it easier for members to fix simple issues like this.

Addit: following this review there was a prompt response and my package has been updated.

Poor customer service and questionable billing practices. Fitness Passport has consistently failed to provide reliable customer support. There’s no direct phone number to call, and the only way to reach them is through an online portal — which often results in long delays, sometimes weeks, before you get a response. Their billing system is also… Read more

concerning. Many customers, including vulnerable individuals without internet access, have reported being overcharged without proper notification or explanation. This pattern suggests systemic issues with transparency and accountability.

Overall, my experience has been frustrating. You’re better off joining your local gym directly who will give you a better rate then what fitness passport give them to have you as a customer. Just ask your gym and they will undercut fitness passport who charge more then what they give to the gym. You’ll also avoid dealing with a company that lacks basic customer service infrastructure.

At the 3 gyms in my area, not 1 was happy to receive me with my fitness passport. Being an older person who had not visited a gym in 10 years - things/equipment had changed. I asked for assistance and was told at 2 spots that their staff were not employed by fitness passport and as FP member I would not be supported. Also gyms who offer… Read more

membership to under 18’s do not accept FP and you need a membership through that gym due to legal reasons. When I confirmed this with FP, I got nothing (no partial refund) for family membership or a suggestion to change my membership type. Just an Oops Sorry in an email. Stay right away from FP, very disappointing.

Great concept. Run very poorly. You can tell that all the organisation which have signed up regret doing so. The gyms are the worst gyms and you are still required to pay to access the gym after hours. Some charge up to $150. Fitness passport lock you in for a year. There is no ease of access to pools or gym, it is very inconvenient. Doesn't encourage you to get fit.

I wish I was able to give 0 stars, however to be fair up until 4 weeks ago Fitness Passport was great, had no issues, however I recently changed banks and updated the bank details on the portal as directed, the next payment did not go out, I immediately received an email stating that it would be sent to a debt collector, I have had ongoing… Read more

communication only via email regarding this and they continue to say I have insufficient funds or I did not load my bank details correctly, this was definitely an issue with their system but they continued to blame me and threaten debt collection. They also charged me a dishonour fee for the missed payments.