Updated Frequently Asked Questions
Updated on March 17, 2020
Q: Why is the TLC closed to the public?
A: As directed by our Board of Directors and as a precaution to protect the safety of our staff, members, and guests, we are closing the facility temporarily to help curb the spread of COVID-19.
Q: When will the TLC be re-opened to the public?
A: We currently do not have a re-open date, please check our website or social media accounts for all updates.
Q: How will this affect my TLC membership or pass?
A: All memberships and passes are automatically on hold effective March 15th. Monthly pre-authorized payments will not be charged on April 1st – no action is required by patrons to effect this. If you have specific questions or concerns, please contact our Customer Experience team at 780-960-5080 or email email@example.com.
Q: What will happen with my family’s program registrations?
A: All registered programs currently running or not yet started will automatically receive a prorated credit on account for classes missed due to our facility closure. If you have further questions about your specific program or credit, please call our Customer Experience team at 780-960-5080 or by email firstname.lastname@example.org.
Q: What will happen to my child’s Winter Swim Report Card?
A: Swim report cards will be available to pick up at the front desk once the TLC re-opens. In the meantime, your child’s ‘complete’ or ‘incomplete’ result from their Winter swim lessons can be requested with an email to email@example.com – we’ll get back to you within 2 business days.
Q: How does this affect facility rentals?
A: All facility rentals scheduled during this temporary closure are cancelled and will automatically receive a credit on account. Our facility bookings team will be contacting large user groups directly. If you have specific questions regarding your rental, please email firstname.lastname@example.org.
Q: I purchased a ticket to #Rednek Music Fest, what should I do?
A: The REDNEK Music Fest scheduled for Thursday March 19th is postponed to a future date in 2020. Tickets for the concert will be honoured for the new date - please watch our website event page for the announcement.
Q: If I call the TLC will someone answer the phone?
A: TLC staff will be answering 780-960-5080 calls on a limited basis. Please leave a detailed voicemail message there once you have listened to the information provided. Alternatively, click “Contact Us’ on our website to submit your inquiry, or email us at email@example.com. Please be patient as our response times may be longer than usual.
Q: Are Booster Juice, Shotz Lounge and The Fix open?
A: No, those venues are closed because their customers access their businesses through the main front doors of the TLC which are currently locked.
Q: Is Parkland Rehabilitation open?
A: Yes, Parkland Rehabilitation will be re opening on Monday, March 30th for urgent cases only. Please visit their website at www.parklandrehab.com to find information on what qualifies as urgent.
Thank you for your understanding and support during this unusual time. Stay safe!