March 15th, 2020
At Peloton, we care deeply about community, and the COVID-19 pandemic has impacted not only our own team and Members but also the global community at large. I want to thank our extraordinary Peloton family -- across Retail, Field Operations, Member Support, Content and more -- who work tirelessly each day to enrich our Members’ lives. As we all continue to grapple with this escalating health crisis, I want to share an update on the steps we’re taking at Peloton to protect our Members and our global team as we work through this unprecedented situation.
STUDIO/CONTENT: We have closed our studios in New York and London to the public but continue to produce live content without an audience. We had originally planned to open our new flagship, Peloton Studios New York, on Thursday, March 19, and close our current New York studios today. As part of that plan, we will not produce live programming in New York from March 16-18 but will continue to produce programming from our London studio during those days. Starting on March 19, we will produce and stream content from our new location, Peloton Studios New York, but it will be entirely closed to the public until further notice. In the interim, we will operate as a "closed set" with a modified schedule, from which a select team will produce and broadcast programming for our at-home Members.
RETAIL: Out of an abundance of caution and based on local government recommendations, we have decided to close all of our Retail showrooms globally from Monday, March 16 through Sunday, March 29, with current plans to reopen on Monday, March 30. As we are committed to providing exceptional service to both our Members and prospective Members, our e-commerce and inside sales channels remain open at onepeloton.com, so we can continue to sell our Connected Fitness products to people during a time when they may need it most.
FIELD OPERATIONS: As of now, our Field Operations teams will continue to deliver Peloton Bikes and Treads to people’s homes, while taking extra precautions to address the safety of both our Members and our team. Our goal is to bring the Peloton experience -- and our community -- to as many new Members as we can, particularly during this time of uncertainty. We will monitor the situation closely and make any necessary adjustments to this plan as things evolve, to ensure the safety of both our team, our Members, and our communities.
MEMBER SUPPORT: As we are a “Members First” organization, we are in the process of enabling our Member Support teams to work remotely so that our 2 million Members worldwide can continue to access the support they need to stay healthy and connected. For service and support, our Members can reach us at support.onepeloton.com.
GLOBAL OFFICES: In all of our offices around the world, we are asking team members to work remotely if their job allows. For those whose work requires them to be on site, we have instituted policies and practices following guidance from the CDC and local public health authorities.
Additionally, since the outset of the COVID-19 outbreak, we have implemented a number of safety measures to keep our team and community safe, which include:
- Restricting all non-essential global business travel.
- Providing extended sick time for all our employees globally to ensure they don’t have to choose between their health and taking care of their families.
- Procuring the necessary technology and systems access for employees to work remotely and continue to do their jobs.
- Instituting deep cleaning practices in all of our Field Operations locations, Studios and Offices, in addition to enhancing safety protocols when working with Members in their homes.
At Peloton, our goal is to help people be the best version of themselves by providing access to world-class, instructor-led fitness, as well as social connection with a community of others, from the privacy and comfort of home. Now, more than ever, we all need to focus on taking care of our own health -- physical, mental and emotional -- as well as that of our loved ones.
We appreciate your patience, understanding and support as our team navigates what is truly new ground for all of us, both at Peloton and worldwide. Please continue to stay safe and healthy.
All my best,