To think this isn't acceptable even in a pandemic?

[MinniMooC]

My council runs local facilities I'd like to use. Think things like: sign language course, first aid course, swimming classes at council owned pool, etc. Stuff the government encourages people to undertake.

I've tried and failed 3 times now to book in.

The first time I spent my attempt tryi6to figure out on a laptop how to book - after much reading I realised the multiple attempts to push me into the iPhone store or Google shop were the right links - you can book via smartphone app. Great. Except my (2 year old) smart phone is "too old" to run it. Hm.

Ring customer service. In hold for so long I used up my lunch break and gave up.

Called to book the following day - after 25min in a queue, woman tells me I can't book and pay by phone, nor are they accepting cash or in person bookings even if I travel there. I can only book by smartphone or in the website account. She walked me through setting up an account which, I shit you not, took 20 mins. The form wouldn't submit properly because I don't have a landline and it was a mandatory field. We eventually figured out a fake number it would accept. Then it wouldn't do the actual booking because I can only book a week in advance and the slot for next Friday, Saturday, Sunday or Monday (when I have a long weekend and and can attend any of the options) aren't released until a few days before at 9pm. So to book Friday I'd need to log in at 9pm after Tuesday. Argh!

I ask if I can book via the phone on e.g. Wednesday morning but I get told again; smartphone or website only.

I've given up trying - it's taken me longer to try to book this government-recommended class than doing the damn thing. I'm looking into private options with better systems.

AIBU to think that "smartphone only, or website plus mandatory landline number" is extremely restrictive?

I asked customer service about people who don't have mobiles or WiFi because libraries are closed, it credit cards, and she said she didn't know. Even in my own middle class, stable income family members like my mum. She wouldn't be able to book any courses because she doesn't have a smartphone and would never get past that stupid account setup form.

@ChloeCrocodile

I think it must be very unusual to not have a landline tbh. I don’t have a home phone but there is still a phone line and number because the internet connection requires it. The number of people who have neither a home phone nor an internet connection must be very small.

That said, booking online only shuts out a lot of people and there should be an option to pay cash too. I’d request to see the equalities impact assessment but most likely you’ll get told it doesn’t matter if some groups can’t access the service “because covid”. Much like when public toilets were mostly closed last spring.

It really isn’t unusual. A lot of people don’t have one due to cost.

@ChloeCrocodile

I think it must be very unusual to not have a landline tbh. I don’t have a home phone but there is still a phone line and number because the internet connection requires it. The number of people who have neither a home phone nor an internet connection must be very small.

That said, booking online only shuts out a lot of people and there should be an option to pay cash too. I’d request to see the equalities impact assessment but most likely you’ll get told it doesn’t matter if some groups can’t access the service “because covid”. Much like when public toilets were mostly closed last spring.

I would have said this until the FTTP (fibre to the premises, e.g “full fibre”). You don’t need a landline and, in fact, have to pay extra if you want one.

I think over 10% of the UK has it at last count.

A lot of people on this thread need to start writing to their councillors and MP. That's what they are for!