This was such a disappointing experience. We got there at 5:45am, to not be airborne until 7:30am. The sun had already risen....we drove around for an hour and a half trying to find the best “spot”. As we drove we were followed by a van of 6 or 7 of their crew. Why not send the crew out to the four different spots you drove us to so they can check where to go and send us there?? Save time. When we said something about it, our pilot responded, “oh, sunrise doesn’t mean you’ll be up in the air at sunrise, it could be an hour before, could be an hour after.” What??
Then while we were in the air, we went straight up and straight down, basically. During the entire flight, our pilot insulted the “Groupon hot air balloons” that were already up in the air near us. I would have rather been on those.
In the comments section when booking it asks if there are any special events. It was fiancés birthday and no one mentioned anything on the entire experience until I said something. Their ad says breakfast and our famous prickly pear mimosas served upon landing. Our mimosas were with orange juice in plastic cups and breakfast constitutes “gas station-style”, packaged pastries at the facility on e we got back. Our pilot rushed us into paying while we snacked. I’m so disappointed and wish I could take it all back. Felt so badly for my fiancé
Response from Host
Oct 2019
We apologize that your experience with our company was not to your expectations, as we strive to always deliver an experience worthy of your bucket list.
Hot air ballooning is a fair weather sport, so there is no guarantee that Mother Nature will allow us to fly safely. Sometimes, weather conditions do not prove to be fair to fly in, and due to changes in the atmosphere with the sun rising and wind variability, etc. launchings can be delayed. We know that our passengers travel from far and wide for this experience, so we want to give everyone the best chance possible at a flight, even if that means traveling to multiple sites in order to find the right launch area.
We do not send our crew out in advance because you would be waiting regardless for them to get back to wherever you are so they can set up the balloon. We do make sure to state clearly in the description of our sunrise flights that they will only launch after the sun comes up, as you do need specially-certified equipment to launch before sunrise. There are balloons that do it, and it is actually an activity we offer by request in our Albuquerque location. However, it is not available in Phoenix ever.
While we are saddened that you did not leave our company with the best experience possible, we would hope it would be brought to our attention immediately so we could solve the problem as soon as it arises. The tip you left with the final payment indicated that you enjoyed your time with us, so we are unfortunately surprised by this response. If there is anything further we can do to help improve your experience with our company, please don’t hesitate to reach out.