FREQUENTLY ASKED QUESTIONS
I’m new to Flight. Do I have to commit before I try out a session? . . .
No, we offer free sessions to get you started.
You can let your trainer know that you are new to the platform and you can, together, decide if you want to do a consultation and assessment to best understand your fitness needs or get started right away with a workout based on the information you provided in your profile.
You can schedule these back-to-back or as two separate sessions.
What technology do I need to use Flight? . . .
Flight is a mobile-first platform which means it is optimized to work on smartphones, tablets and laptops. If you own an iPhone or Android phone or tablet, you can download it from the App or Google Play Stores. Additionally, the platform is available for your laptop via the Web App.
What should I expect when I sign up for a session and how should I prepare? . . .
After you’ve reserved a session, you will get an email confirmation message with the date/time of your session. You’ll also receive notifications on your phone if you have Push Notifications enabled; however, these will only work if the App is closed when the notifications are sent and if you have push notifications enabled in your App settings. Be sure to add your session to your calendar so, you don’t forget! Also, in your email reminder message, you can read the TIP SHEET and watch the ORIENTATION VIDEO.
On the day of your session, on your home screen in the App, you’ll see a blue timer appear 30 min. before your session alerting you to how much time until your session begins. Click on your session and as soon as it starts, you’ll either be launched into the video or see a JOIN/LIVE button appear in the upper right corner of the screen. Click it and you’ll automatically join your video session with your trainer. You don’t want to be late because the session starts and ends right on time! There is also a timer bar at the bottom of your screen. Touch your screen to see how much time is left. Touch the screen again and the timer bar is minimized. Be warned that your session will end at exactly 30 min.!
If it’s your first time, we also highly recommend that you give yourself at least 10-15 min. to set up and test your smartphone, tablet or laptop. Our App features a pre-Flight checklist that allows you to test volume, camera and WiFi speed before you begin.
Again, we can’t stress enough how important it is to give yourself some extra time to set up and test your equipment before you start your first session on the platform. We have found this helps a lot of our clients have a smooth and seamless experience.
Can I change or cancel my membership? . . .
You can always upgrade or downgrade your membership at anytime but it won’t go into effect until the start of your next billing cycle. You can cancel your membership at anytime and billing will stop at the start at the next billing period. If you have questions, please feel free to contact us at firstname.lastname@example.org
What if I want to add credits to my membership? . . .
You may do this by either upgrading to another subsription level or emailing us at email@example.com if you would like to purchase more credits but not upgrade to another plan.
Can I cancel or reschedule a session? . . .
You can cancel within 12-hours. If you sign up for a session with less than 12-hour notice, then credits will be deducted from your account for that session. Because the membership is based on number of sessions per month, you can reschedule at anytime within your billing cycle. However, sessions cannot be rolled over to the next month.
I keep reserving sessions but my credit balance isn’t going down. Is there something wrong with my account? . . .
Credits are not deducted until 12 hours before your session begins. Until then, the credits remain in your account and are only drawn down 12 hours before your session. This allows the ultimate in convenience and flexibility to let you cancel/reschedule your sessions as you need w/o worrying about constant changes to your credit balance. That said, also note that if you've scheduled more sessions than what you have credit for, those sessions will be cancelled if you do not increase your credits by upgrading your account.
Why are your sessions only 30 min. long? . . .
We know you’re super busy and sometimes just squeezing in 30 min. of exercise is a challenge and a lot of our clients prefer 30 min. sessions. We also know that there’s a lot of scientific evidence that demonstrates that 30-min. of daily vigorous activity (where you get your heart rate up) at least 5 times per week can help improve and sustain your overall health. Read more here. Taking this into consideration, we decided to offer convenient 30 min. sessions.
What if I want to do an hour session? . . .
That’s fantastic! We recommend reserving two 30 min. sessions back-to-back with one of our trainers. You can complete one session and then, immediately click to join the next session. In the future, if there is enough demand for it, we may extend the sessions.
What if I want to do a group session? . . .
You can do small, private group sessions and invite up to 2 people to join you. We limited it to 3 people to ensure that our trainers can give personal attention to each participant. You can invite someone to join you up to 2 hours before you want to workout. We heard that a lot of our clients preferred working out with friends, family members and colleagues to make it more fun and hold each other accountable. The platform is great for families, friends and remote teams who like to workout together.
What if I can’t use all my sessions in a month? . . .
Each month you will be charged based on the membership you select. You will have the full month to “spend down” your credits. Unfortunately, we can’t refund/rollover those sessions. We encourage everyone to use all their sessions to get the maximum benefit from this service.
Can I do my workout on my TV? . . .
Yes, you can use Chromecast or plug directly into your HDMI and use your TV. However, you will also need to have your mobile device set up, too, b/c there's no camera or microphone in your TV.
Can I use my FitBit, AppleWatch, etc. to check heart rate, etc.? . . .
We don’t have this feature yet but if enough people request it, we will consider integrating it into a future version of our App so, you can opt-in.
Why do you charge your prices? . . .
We recognize you have many options and we understand that price is an important factor in choosing a fitness program. We provide a premium service and want to be transparent about why we charge our fees. Our prices are set at the current rate for 3 reasons:
1). We provide a high quality, personalized, extremely convenient service powered by humans :-) Time is valuable and working out should be easy to do. Our platform makes it easy in every possible way to get a workout in and do it with a live person who can customize the workouts for you and keep you motivated. Our trainers are all nationally certified from the Top 5 national certification programs, which means they’ve received rigorous training and have had to pass a national exam. We have some amazing trainers who have trained celebrities in major cities such as LA, Atlanta and NYC; are published authors; are fitness entrepreneurs; are experts in a variety of specialties including pre- and post-natal workouts; are recognized in the Top 25 Female Fitness Trainers in the US; and is a 3x Olympian athlete.
2) We pay our trainers market rates. This is one of the biggest advantages of using our App - access to a variety of highly-qualified trainers who can customize workouts at anytime and keep you motivated. Our trainers typically have 5+years of experience putting them in the mid-range of pricing; however, a majority of our trainers have 10+ years experience placing them at the very highest end of the price range. Out of the price you pay, the majority of the money goes directly to the trainers. This is unlike other fitness facilities around who pay their trainers far less. We believe this is fair and it ensures we are able to attract the highest quality trainers.
3) We have to sustain a business. With administrative & financial fees, technology development costs, taxes, marketing and other business expenses, we feel our prices reflect the true costs of providing a premium fitness training service that is also incredibly convenient for our customers. Many of the low-cost apps available use pre-recorded or pre-planned workouts which makes it very cost-effective to deliver workouts to lots of people. Our service connects you with live people who you can interact with you throughout your private session to keep you motivated with customized/personalized workouts and hold you accountable. If you’re a gym member who uses personal fitness trainers, in many cases, our prices are actually lower when you factor in the monthly gym fee plus the fee to workout with a personal fitness trainer.
For a lower-price alternative, we do offer private group sessions which cuts your costs in half. Every time you sign up for a session, you have the option of inviting up to 2 of your friends, colleagues or family members to join you.
What’s in the Welcome Kit? . . .
It’s a surprise and we promise you’ll love it! These are available for a limited time for all subscribers, so be sure to sign up soon. Once you subscribe, send an email with your name and address and we'll mail one to you. If you have subscribed but haven’t received one, please drop us a line at firstname.lastname@example.org.
What if there are technical problems during the middle of my session? . . .
Oh no! We hope that doesn’t happen. Typically, you can cancel the video by hitting the Hang Up button on the video screen, and then start again and it should be fine. Or if it doesn’t refresh, then please contact us at email@example.com and we can refund your credits to your account.
What if the trainer doesn’t show up on time or at all? . . .
Please contact us at firstname.lastname@example.org or go to the Contact Us item in the Settings menu and send us a message. We definitely want to make sure you have a great experience.
What if I have a trainer already but I’d like to do virtual workouts with him/her through this platform? . . .
We'd love to have you join the platform! For trainers, we vet and review each trainer which is not a long process but it allows us to ensure we have high-quality trainers on our platform. First, send us their name and contact info and we'll arrange a short phone conversation to start the process. Once your trainer is approved for the platform, then both of you can download the App on your smartphone or tablet and set up your profiles. Then, your trainer can set his/her availability in the calendar. When you fill out your profile info, be sure to answer the question about who referred you, then his/her schedule will always show up first in your queue when you search for trainers by date. Then, just select him/her and get started! If you have questions, please contact us at email@example.com
What if I meet a trainer I like on the platform and want to work out with only him/her? . . .
Go to your Past Sesssions menu item under your Settings, and click on the trainer you worked out with. Then, you can look at his/her schedule and see when they are available and reserve a time that’s convenient for you. That will ensure you have your sessions reserved.
What if the trainer I want isn’t available at the time I want? . . .
Go to your Past Sesssions menu item under your Settings, and click on the trainer you worked out with. Then, you can look at his/her schedule and see when they are available and reserve a time that’s convenient for you. If you still can’t find them or they’re not available, please let us know at firstname.lastname@example.org and we’ll help you out!
What if there are no trainers available at the time I want? . . .
You can request a session with a trainer at anytime and then, s/he can accept or decline your request based on their availability. Go to the Calendar in the app and just choose a date/time that works for you. The session will then, say "REQUESTED." If you wish to cancel that request, simply clikc on the date/time again and it'll ask if you want to cancel the request. Once your request is sent, the trainer can Acceptor Decline. If it's accepted, you will receive a confirmation message and the session will appear in your home screen. If the trainer declines, you will receive an email message and can then, select another trainer or time. PLEASE NOTE that you will not to be to request a session with less than 24-hour notice. Also, note that you can always select a workout during the times the trainer has set as available (indicated by the lighter blue color). Please contact us if you have questions or need assistance (email@example.com).
Why are there only a select number of trainers available? . . .
We believe in quality over quantity that’s why we personally vet and approve each trainer on our platform. This takes time and effort but we believe this allows us to select the best trainers out there. When you select your own trainer, you will only see up to 10 trainers that are available at the time you want a workout and who match your preferences. We did this because many clients felt overwhelmed by the number of trainers available so, we help curate a list based on your profile and availability. Sometimes you’ll see 1 or 2 and sometimes you’ll see as many as 6, and that’s because those are the ones who match your profile preferences and selected date. When you want us to select a trainer for you, we will match you with ONLY ONE trainer who matches your preferences and is available.
When you join our platform you know that you’ll always be matched with an amazing trainer. With over 275,000 trainers in the US alone, we’re happy to help select some of the best for you. BTW, we’re always looking for great trainers so, if you have referrals, please drop us a line at firstname.lastname@example.org and we’ll set up a conversation.
Who can I contact if I have questions? . . .
We're always glad to help. You can use our Chat feature on our website or you can send us an email at email@example.com and we'll get back to you as soon as possible.