Newest Review: ... they cancelled on us 6 times I finally gave up on March 2012. It is important to highlight that although they can cancel 6 times in th... more
Reply from Go Ballooning
Hot Air Ballooning
Author Name: Kevin Costelloe
Hot Air Ballooning
Advantages: An amazing experience flying over the countryside.
Disadvantages: Weather dependant.
After noting some of the comments in this forum as we take our customer care very seriously we would like to take this opportunity to respond to some of the points made by the posters.
We endeavour to make our refunds policy, voucher validity periods and flight movements very clear in the voucher packs, on our website and over the phone in our dealings with customers. With our recently (September 2009) updated bookings system we even ensure that all bookings have a follow up email confirming all booking details, the weather line number and also possible locations that we may have to move flights to if the weather or wind direction is unsuitable on the day from your preferred launch site.
Ballooning is highly weather dependant and is at the mercy of what the British weather can throw at you. We want to make sure our guests all fly in the safest and most comfortable circumstances possible so in some cases we can take advantage of flight if we move it to another location in the same area. We will never move sites by more than 30 miles from the original location, often a lot nearer and often we will be flying back towards the original location.
We would only move a flight if weather conditions are better at this site maybe it is more sheltered from the surface wind, away from water so less misty, perhaps in restricted airspace that has not given us permission to fly on that particular day, or maybe the wind direction is taking us out to sea so we must move inland a bit more.
All our paperwork and systems ensure that our passengers are fully aware through the voucher pack, on the vouchers, email and verbal confirmations
over the phone so they can plan for this event if it does occur. Although we would like to be able to assist every passenger, it is a passenger's responsibility to get to the launch site but notice of a change will always be given several hours before the flight meeting time.
We even provide an emergency duty number which is available 24/7 to assist passengers with difficulties or those needing directions.
As a couple of posters have mentioned here if you do not attend to a flight that you are booked on, then unfortunately further reservations are not possible as we have provided a space for you on that flight that flew empty.
This may seem stringent however balloons need to have the correct payload to fly and your non attendance can put the whole flight at risk of being cancelled to the obvious upset and disappointment of others who have arrived on site to fly.
You will also find this policy is usual within all reservation type industries that if you fail to attend you loose your right to take that service in the future such as airlines, events etc.
With our refunds policy we do provide a Premier Voucher option for those customers who want a refundable voucher or our Classic Vouchers
are valid for 12 months and beyond the 7 day cooling off period are still refundable providing you have met the general terms and conditions that are the industry standard (full details are available here:- http://www.goballooning.co.uk/content/terms.php).
We ensure all our vouchers are clearly printed with the issue date and the relevant validity period on the front to ensure there is no confusion. For passengers that have had 5 or more cancellations due to weather we will extend their vouchers beyond the initial 12 (or 18) month validity period free of charge, if there are less than 5 attempts then vouchers can still be extended for a small fee.
I am sure you will appreciate it would not be right for us to respond to individual concerns in a public forum but if anyone wishes further advice or assistance I would ask the commenter's to contact myself (Kevin Costelloe) directly through our contact form on our website (http://www.cameron-flights.co.uk/contact-us.php) and I can then investigate the individual circumstances with you via email or alternatively call one of our customer services staff on 0845 337 1566 (option 2).
Summary: Reply to comments from Go Ballooning
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