I’ve been an on-and-off ClassPass user for a few years. Recently, I think I’ll cancel for good. ClassPass offers fewer options for higher and higher prices. If you need to reduce your membership (inju... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
They didn’t check opening times with the gym. Waited for 2 hours for it to open. Contacted CP, had it passed to a manager. No email reply. Told me they had when contacted again. No compensation for... See more
Company replied
I’ve been using ClassPass intermittently for about ten years, and I’ve recently been very consistent about taking classes. The app’s interface is easy to use, I love being able to take a variety of cl... See more
Company replied
Awful experience. 20th February I changed my plan to a $55 plan (22 credits). This was correctly billed for 1 month then they changed it to a $79 plan (34 credits) without my consent. I picked this up... See more
Company replied
Company details
Information provided by various external sources
ClassPass is a monthly membership that seamlessly connects members to fitness experiences at over 7,500+ of the best studios in gyms in their area and across the world. With access to group fitness classes in everything from yoga to Pilates to cycling, we motivate our members to lead active and inspired lives.
Contact info
275 7th Ave., New York, NY, United States
- classpass.com
2.9
Average
10K reviews
Replied to 99% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The AI was completely unhelpful
The AI was completely unhelpful. The human agent, Brian, was far better. At least I hope he was human. If not, please keep hiring humans. Thanks!
April 28, 2026
Unprompted review
Reply from ClassPass
Hi Nicole,
Thank you for this feedback! We are really glad Brian was able to provide the help you needed after your initial experience. We definitely value having our human Customer Experience team available to assist when our automated systems aren't quite hitting the mark. Your feedback about both experiences is really valuable to us as we work to improve our support.
All the best,
The ClassPass Team
ceciliah was very helpful and kind
ceciliah was very helpful and kind! really appreciate it!
April 28, 2026
Unprompted review
Reply from ClassPass
Hi Julia,
Thank you so much for this lovely feedback about Cecilia! We are really glad she was able to provide helpful and kind support. We truly appreciate you taking the time to share your positive experience.
All the best,
The ClassPass Team
Ceciliah helped me out significantly…
Ceciliah helped me out significantly while Aida Milaw and the rest of the email customer service staff ignored my request for an urgent matter. I’ve been a classpass member for a few months now and have always left positive reviews, including this one. The recent change to publish names has been a headache for me as I’m going through an active stalker situation in my hometown and only Ceciliah has been able to help me.
April 28, 2026
Unprompted review
Reply from ClassPass
Hi Anh,
Thank you so much for sharing this feedback about Cecilia. We are really glad she was able to help you with such an important safety concern. We are truly sorry to hear about the stalker situation you're dealing with, and we'll make sure Cecilia knows how much her help meant to you during this difficult time.
All the best,
The ClassPass Team
Classpass is very reasonable
Classpass has clear rules, but does the right thing when life throws curve balls / things come up. Resolution is always fair or weighted towards the customer.
April 28, 2026
Unprompted review
Reply from ClassPass
Hi Avid,
Thank you so much for this thoughtful feedback! We are really glad to hear it. We do try our best to be flexible and fair when life throws curveballs, while still maintaining consistency for all our customers. We really appreciate you taking the time to share this with us!
All the best,
The ClassPass Team
wrongly charged
I’ve been using ClassPass for quite some time and liked it. However, I was recently charged a missed class fee for a class I actually attended.
When I first contacted support to dispute the charge, I was told by the automated system that I could only raise the issue after the charge had been processed. I followed those instructions and reached out again a week later, only to be told that it was now too late to dispute it.
It’s very disappointing to be charged incorrectly and then not given a fair opportunity to resolve the issue.
April 28, 2026
Unprompted review
Reply from ClassPass
Hi Ellen,
We’re truly sorry for the inconvenience of being charged a missed class fee for an appointment you attended. We completely understand how frustrating this must be, especially after being advised to wait, and then having your request denied due to the 14-day window for attendance adjustments.
To take a closer look at your account, please contact us at www.classpass.com/contact
and include “Trustpilot Review” in the subject line. Our team will be happy to assist you directly. When reaching out, please also confirm the date of your interaction with our bot so we can review your case accurately.
All the best,
The ClassPass Team
Great support!
Great support! Moses went above and beyond to solve my sync issue. His communication was clear and very friendly. Thank you for the outstanding service!
April 26, 2026
Unprompted review
Reply from ClassPass
Hi Phuc,
Thank you for sharing your experience! We are delighted that Moses was able to provide you with outstanding service and resolve your issue. We appreciate you taking the time to recognize his efforts.
All the best,
The ClassPass Team
Reply from ClassPass
Hi Yihan,
Thank you so much! We are thrilled to hear that Maricar provided you with 5-star service. Thank you for choosing us!
All the best,
The ClassPass Team
aside from minor confusion
aside from minor confusion, customer service was pretty seamless and helpful!
April 28, 2026
Unprompted review
Reply from ClassPass
Hi Sofea,
Thanks for sharing! We're happy to hear you had a good experience with us despite the initial mix-up. We appreciate your patience and are glad we could help!
All the best,
The ClassPass Team
Amazing and compassionate support!
I had a wonderful experience with the customer service team. A representative named Bruno was incredibly helpful and understanding of my personal situation. He handled my request with such kindness and efficiency, resolving everything much faster than I expected. I’m truly grateful for the support. Highly recommend ClassPass for their professional and caring service!
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Way,
Thank you for your kind words. We are thrilled to hear that Bruno provided you with professional and caring service. It’s wonderful to know he could resolve your request quickly and with understanding. We’ll be sure to give Bruno the recognition he deserves for going above and beyond.
Thank you for recommending ClassPass!
All the best,
The ClassPass Team
Agent was super supportive and helpful…
Agent was super supportive and helpful navigating my issue. I felt that I had been heard and the issue was course corrected by the end of our chat session.
April 24, 2026
Unprompted review
Reply from ClassPass
Hi Maggie,
Thank you for sharing your experience! It’s fantastic to know that we were able to navigate the issue together and provide a solution that worked for you. I’m thrilled we met that mark today.
Thank you for recommending ClassPass!
All the best,
The ClassPass Team
I had an issue with unexpected charge
I had an issue with unexpected ClassPass membership charges after my free trial, and at first the automated support was quite frustrating because it kept repeating the same policy answers.
However, once I was connected with a human agent, Joan was very helpful, polite, and understanding. She reviewed my situation carefully and processed refunds for unused membership months as an exception. I really appreciated her professionalism and willingness to look further into the remaining February charge as well.
The cancellation/refund process could definitely be clearer, especially when unused credits disappear after cancellation, but Joan handled the situation with care and made me feel properly listened to.
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Petros,
Thank you for taking the time to share your experience! We are sorry that the initial automated support was frustrating.
However, we are thrilled to hear that Joan was able to step in, listen to your situation, and get refunds processed for you. We truly appreciate your patience, and we will be sure to pass along your kind words to Joan.
Thank you for giving us the chance to make this right.
All the best,
The ClassPass Team
As a studio partner
As a studio partner, ClassPass has been a great way for us to reach new clients and fill empty spots in our classes. We’ve seen many first-time visitors come through the platform, and some have become regulars, which is a big plus.
The customer success team has also been very helpful and is always trying to support us and help us grow, which we really appreciate.
There are still a few areas that could improve, like having more control over pricing and better insights into client behavior. Overall, it’s been a valuable tool for increasing our visibility and bringing new people through the door.
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Michelle,
Thank you for sharing your experience! We are thrilled to hear that ClassPass has been effective in helping you reach new clients and convert them into regulars.
It’s also wonderful to know that our Customer Success team has been supportive of your growth. We really appreciate your suggestions regarding pricing controls and client insights.
Feedback like this is invaluable as we continue to improve the platform for our partners. We look forward to continuing to support your business.
All the best,
The ClassPass Team
CP always addresses my needs and helps…
CP always addresses my needs and helps me via chat. I would love a phone number to call as I’m not always available to text.
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Heidi,
Thanks for the kind words! We're happy to hear we've been able to help you via chat. We appreciate the suggestion about a phone number, and we'll be sure to pass that feedback along to our team. We're always here to help whenever you're able to reach out!
All the best,
The ClassPass Team
All the high star ratings are forced
All the high star ratings are forced. You can’t do anything in their ecosystem without rating, and you feel bad not giving a 5 star. Don’t believe any of it
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Lam,
Thank you for being so candid with us. It is not our intention to force feedback or make anyone feel bad for not giving a perfect score. We are sorry that the rating process has felt intrusive or disingenuous to you. We want our reviews to be a true reflection of our members' experiences, so we will definitely pass your feedback on to our product team.
Please contact us at www.classpass.com/contact and include “Trustpilot Review” in the subject line. Our team will be happy to assist you directly.
All the best,
The ClassPass Team
Dennis and all of the other specialist…
Dennis and all of the other specialist Ive worked so far are amazing! Helpful and Listens to your needs. Thank you
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Mae,
Thank you for sharing your positive experience! We are delighted to hear that you’ve had such great support from Dennis and our other specialists. Providing attentive and personalized service is our top priority, and your feedback means a lot to us. We appreciate you taking the time to write in.
All the best,
The ClassPass Team
Ismail was amazing
Ismail was amazing. Such a good customer service experience. Incredibly impressed.
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Chandni,
Thank you for taking the time to share your feedback. We're thrilled to hear that Ismail was able to assist you so effectively. It's great to know that you were impressed with the service. We'll ensure that Ismail receives the recognition he deserves!
All the best,
The ClassPass Team
Reply from ClassPass
Hi Khalisa,
Thank you for taking the time to provide your feedback. We are glad we could respond quickly and assist you today.
All the best,
The ClassPass Team
I had a great experience on canceling…
I had a great experience on canceling my subscription. Agent Renelas specifically, was very helpful! I might use Classpass again in the future.
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Violy,
Thank you so much for your kind words! We're thrilled to hear that Renelas made the cancellation process smooth and helpful. While we're sad to see you go, we'd love to welcome you back whenever you're ready to return.
All the best,
The ClassPass Team
Agent Sylvia really made my day when…
Agent Sylvia really made my day when she helped me with my issue! She also promoted my membership to a better one and rewarded me for being loyal to classpass. What an amazing agent!
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Arman,
Thank you for sharing such a fantastic review. We are thrilled that Sylvia could turn your experience around and upgrade your membership as a token of our appreciation for your loyalty. We will be sure to pass along your kind words to her.
All the best,
The ClassPass Team
Fast Response
I really like how fast the responses are and i like to commend Cx Representative Yvonne for being fast in canceling my subscription and for my refund request.
Thank you. CSAT for her :))
April 27, 2026
Unprompted review
Reply from ClassPass
Hi Michael,
Thank you for sharing your experience! We’re thrilled to hear that Yvonne was able to help you cancel your subscription and process your refund quickly. We’ll be sure to pass along the kudos (and the CSAT score!) to her.
All the best,
The ClassPass Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.