Misrepresented experience, 2+ hour wait for a 2 minute experience and website pricing is for a children’s experience according to the front desk. They refused to process a refund.
Purchased the 2 flights for 89.99 each, two people, so 4 flights total. When we got there at 3:40 for our 4pm reservation was told they were running 15 min behind which wasn’t too bad. But then the attendant started to press us for an upsell saying the 89.99 two flights is only two minutes of flying total and the instructor only has you go hip height saying, “it’s for like little kids, I know it doesn’t say any of that on the website”. The upsell was another $140 for double the time and the privilege of going higher. I didn’t like the sales tactic but it was a surprise from my wife for
my birthday and didn’t want to ruin it.
Then they said the whole experience would be over an hour and a half. This is not in the details on the website. I figured 30 min training maybe then flight but not 1:30 total, not to mention having to be 20 minutes late and they were 15 minutes behind. That’s over 2 hours for a 2 minute “ride”. I asked if we just did the original 2 minutes of flying would it still be that long? Yes.
When I asked for a refund because we couldn’t do it due to a scheduling conflict on the time, I was told no refunds.
I just felt taken advantage of by the shady upsell tactic at the location and lack of actual prediction on how long it all takes. Now we’re out almost $100 due to their bogus refund policy.
Picture of the details given on the website for what was purchased for reference
Odpowiedź od gospodarza
Aug 2023
Thank you for flying with us and celebrating your birthday with us. Happy birthday! We pride ourselves on our world class customer service and we’re sorry we lost your trust. This is frustrating to hear, and we will certainly take this as a learning opportunity.
The entire experience from check-in to returning your gear should take about an hour and 45 minutes. All of our flight packages take this long to fly as it consists of check-in, flight training, time to gear up, and then flying. We are sorry this was not more thoroughly communicated to you during your visit as we understand this was a surprise gift. We do provide this information with your confirmation email as well as our "What to expect" and FAQs pages on our website.
Our optional add-ons are meant to help you customize and enhance your experience, and we're sorry it had the opposite effect. Not every flyer wants to go up high or needs a video, etc, so we do leave these as add-on experiences so each flyer can curate their perfect experience.
Safety is and always will be our number one priority. We understand the training for new flyers can seem a little long, but we want to ensure everyone has a fun and safe first flight! 🙂 Return flyers do not need to watch the instructional video and have a progression program they can follow which helps expedite the process. We hope you give us another chance to impress you!