The customer services was terrible! My 12 year old son got left out right before his team was going to enter the cylinder. I had to go ask one of the team leaders if he was going to fly. The gentleman's attitude was far from inviting and cordial. They basically overlooked my son and put him in the front of the line so he could be the first to fly. Then, after I received my credit card bill I was billed twice for the flights. Apparently when I booked on their website, I was booked for 2 reservations instead of one. I was not asked when checking in with my son to confirm the reservations for 2, when they saw I only had 1 child. I called and left a message and never received a return call. I had to call once again and finally spoke to 3 or 4 different individuals. I was basically told I booked 2 reservations and I would not get a refund for 1 of the reservations. I would not recommend this event due to poor customer service and the unwillingness to help a customer. I am in the customer service business and have ALWAYS presumed the customer is right no matter what if you want the business! There are always exceptions to every rule!
Odpowiedź od gospodarza
Sep 2021
This sounds like a frustrating experience. We pride ourselves on our world class customer service and we're genuinely sorry you feel you didn't receive that. Oftentimes our customers book multiple packages to get more Flight time, or sometimes one person in a group backs out and the other uses their Flights, so a person flying on a reservation meant for 2 is not abnormal for us. Unfortunately you noticed the issue quite far after the experience where the service had already been provided. We have put multiple measures in place to ensure our guests know what they're purchasing and how much they're paying including showing the quantity and total amount to be charged multiple times during the checkout process and sending confirmation emails with the quantity purchased and total charged. Even though the experience cost you a bit more than you were expecting, we hope the smile on your son's face while flying made it a little bit better.