We have used this company twice before and had good experiences, so we chose to take another couple of friends. Unfortunately the pilot we had last time no longer works there. It made a huge difference to our experience as our pilot this time was very gruff and rude. Anything he said , sounded like he was reading from a bad script and he yelled at the passengers several times for doing things he hadn't explained clearly, or people were not there when he explained. One lady was very upset, I thought she was going to cry!
The flight itself was O.K, although there was very little wind which meant we landed on a quiet street but only a couple of cars passed by
The breakfast was disorganized, not enough food for everyone. so we shared and we had to stand in the heat whil they st it up.There was no apology other than Tommy the pilot said ' I don't do the breakfast!' Later he said to go see him if we hadn't had breakfast, but by then most of us were either laughing at him and his rudeness or else were angry or upset. Most of the passengers I spoke to thought he was unnecessarily grumpy and rude and they wouldn't book again.
I think we are very lucky to be able to have the experience of being up in a hot air balloon but I'm sad to say that we wouldn't book again with this company.
Réponse de l'hôte
Oct 2017
Thank you for taking the time to share your thoughts and comments on your ballooning experience with us. It is our goal to not only meet, but exceed expectations, and are disheartened to hear that your ballooning experience was not up to par.
Our main priority during any ballooning excursion is to firstly ensure everyone is safe, and abiding by safety practices, and secondly that everyone has a fun, enjoyable time. On occasion, your pilot may have to repeat information that has already been discussed to ensure all passengers understand what is required for a safe and enjoyable time up in the air. It is our company's practice to educate, never to scold, and we sincerely apologize if it felt more of the latter. We will pass your comments along to your pilot to ensure an increased sense of mindfulness is used moving forward, so you and/or other guests, do not walk away with the same feeling.
Unfortunately, on the date of your flight there was a rare mix up with our kitchen, as misinformation was provided in terms of food requirements requested for guests with special dietary requirements. This was a very rare occasion, and as much as we would like to say that we are perfect all of the time, in rare instances there are errors that occur. This is never ideal, and never our goal. We are incredibly sorry that this impacted your experience, and steps have been taken to ensure that this does not happen again on future ballooning experiences.
Everything said, we would like to make this right with you, and would be grateful if you would contact our office at (800) 831-7610 to make this experience a positive one. Thank you again for your feedback, we will absolutely utilize this to improve our operations moving forward.