Reply from Virgin Balloon Flights
[REPLY]
- Reviews (30)
- Nina Squires
- Nottingham, GB
- 1 Review
Balloon themed wedding
Early one chilly morning in March I had an amazing hot air balloon ride over Belper. Little did I know that a life changing event was about to happen. Whilst up in the balloon my boyfriend proposed to me. Seven months of wedding planning later and we are ready to marry on 20th October 2012 in Northampton. Our wedding has a hot air balloon theme and I can't wait. Just wanted to thank everyone who shared that special morning with us, especially the lady who gave me tissues to dry my tears.
- Margaret Edwards
- 1 Review
FANTASTIC TRIP
I WOULD THOROUGHLY RECOMMEND THE VIRGIN BALLOON FLIGHT ESPECIALLY WITH THE PILOT LINDSEY!! SHE WAS VERY PROFESSIONAL AND WELL ORGANISED. IT IS OUR SECOND TIME FLYING WITH HER - GREAT MANY THANKS FOR A LOVELY DAY!!!
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- Ollie
- Towcester, GB
- 2 Reviews
Still waiting for a refund
I originally purchased two seven day vouchers for my partners 40th in November. I specifically wanted to fly at the weekend.
I requested email delivery and within a few minutes the email arrived with my voucher codes. I immediately went to book a flight only to find that weekend flights within reasonable traveling distance were fully booked. It became obvious weekend flights are booked up well in advance and therefore to book a flight within the forthcoming few months it would have to be a weekday. I didn't see the point in paying an extra £40 as the chance of booking, let a lone flying on weekend was pretty limited and I'd rather put the £40 towards another present.
Given that I'd only just purchased the vouchers and hadn't used them, I emailed customer services the next morning and asked to change them to the 5 day voucher type. I was told 'this is not an option'.
So reading the terms and conditions, I then emailed asking them to cancel the contract as per their terms and conditions so I could re-order the weekday vouchers as soon as I got my refund. I specifically asked if they would like me to email back the vouchers. The reply:
'I will process the refund request for you now and someone from our finance team will be in touch regarding the reimbursement shortly.' Great I thought.
Two weeks later I not heard anything or received my Paypal refund, so I emailed customer services asking where it was.
The reply was:
'Can you please send your E-Vouchers back to me directly via email. It is only this that we need to process your refund.
Once we have this a cheque will be sent.'
Grrrr, I had specifically asked if they wanted me to email them back when I asked to cancel the order. It was never mentioned in their reply. My emailing them back is a bit pointless as I would still have a copy and all they would do is disable to voucher number anyway.
Grrr, Why are they going to issue a cheque refund when a simple refund of the Paypal transaction would be much simpler for everyone. I would add lots of delay to me being able to rebook the vouchers.
All I wanted to do was buy two vouchers so I could arrange a flight for my partners 40th. What I thought was a simple request to change the voucher type was refused. I still don't have a refund two weeks after they said it would be fine and I now feel they are just trying to drag out the refund as long as they possibly can.
Not exactly encouraging to re-book is it.
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- Sallyann Robinson
- 1 Review
Excellent flight, when the weather eventually allowed it!
We managed to have our flight a year after purchasing it, mainly because we wanted a weekend evening one and they appear to be the most popular. The pilot and ground crew were funny and friendly and also made us feel very safe with their attention to detail. We had an amazing flight and really enjoyed the day, we need to go again when the wind is blowing in the opposite direction but that could take years to get right!
- Nicole Burns
- 1 Review
A very exciting and thoroughly enjoyable flight, thank you.
My daughters and I enjoyed our flights, everything was just perfect.
To have use of a proper lavatory before the flight would have been appreciated rather than doing it commando style!!
- Patricia Chantler
- 1 Review
Satisfaction guaranteed!!
My experience could'nt have gone any smoother! From start to finish. I booked flight vouchers as a gift to my partner and shared the experience with him. From purchasing the tickets to booking the flights everythig went smoothly. Customer services were very helpful and did their utmost to acommodate us when trying to choose dates to suit us. Very friendly too. I have already recommended virgin to friends and family. Big thankyou for a fantastic and satisfactory experience.
- shaun yates
- 2 Reviews
absolutely brilliant
after 2 cancelled flights due to bad weather we finally got our trip. Pilot and ground staff, like us all were there on time, polite and helpful. Within no time at all balloon was being prepared and the pilot was giving us a safety brief. Before we knew it we were up in the air. It helped some people with the pilot having local knowlegde as to places they couldn't recognize etc. We had a great time and would/will do again. Many Thanks
- Mrs A Holmes
- 1 Review
Great flight, great fun, and an experience to treasure.
We had a great time helping with the preparation of the balloon for flight, and the flight itself was fantasic. The pilot was very good and kept everyone amused and informed as to what was happening and where abouts we were flying to. All in all a fantastic evening flight was enjoyed by all the passengers. First class !!!
- Richard Parker
- 1 Review
The stars say it all what else needs saying
what else can i say, perfect day.
- Jane Gaskins
- 1 Review
What a fabulous experience!
We had a fabulous experience on our balloon trip, the whole experience was well organised, thoroughy enjoyable and we would recommend a Virgin balloon flight to anyone considering it. We were lucky enough to be up in the air for an hour and half and had a very smooth landing thanks to our pilot.
We are considering booking another trip in the not too distant future.
:)
- David Cowan
- 1 Review
Very friendly
very early start but worth it. Reception good, flight prep good experience, flight itself was brilliant. Pilot was very informative and brought us in to land expertly. Good all round morning.
- Maxine Williams
- 1 Review
Up, Up and Away!
Myself, my mum, my nephew and sister flew with Virgin and what an amazing experience it was. I really liked the fact we was able to participate in the process of setting the hot air balloon up.
It's a shame that I can't remember the pilots name but never-the-less he was a very nice man. He was talking about what was going on and pointing out specific places. Which was always a help when taking photo's.
We flew from Earlham Park in Norwich and would most definately do it again.
- Tim Finch
- 1 Review
It took a while for safe conditions to arrive but was well worth it!!!
It was an early morning flight in may and we took off from a wet field. The crew got everyone involved (who wanted to) in the set up of the ballon and inflation.
The flight was great and the pilot informative keeping you updated with height and location as well as character analysis of the farmers fields they use to land in!
Landing was smooth and the bucks fizz on arrival a nice touch to finish.
- Paul Sharp
- 2 Reviews
Wow!
The balloon flight was a surprise for my girlfriend (now fiancee) and I was originally going to propose on the flight but the weather conspired against me. When the weather eventually decided to play ball I said we were going out and the look of surprise when she saw the balloon was priceless. We helped inflate the balloon and before we knew it we were in the air, it was so peaceful and quiet with the silence only broken by the sound of the burners.
Mark our pilot was very friendly and informative answering all our questions. The ride was smooth and the scenery spectacular, what more could you ask for of a July evening?
The only downside of the whole experience was that it was over to quickly!
I would highly recommend especially if you manage to find a good deal. This certainly isn't our last balloon flight and Virgin will definitely be our first choice!
- Kelvin Easter
- 1 Review
A fantastic end to a lovely sunny day
A very good experiance all round . Easy to book up . Good directions to the site .Very competent pilot with good local knowledge of flight path .Booked and went the same day and very enjoyable trip for my sons 15th and me .Fully recomend one .
- Shirley Coe
- 1 Review
Up up and definitely away
My balloon flight (even though I waited for 18 months)was an absolutely wonderful experience. I would definitely recommend anyone to do one. My next one is already booked!!!!!!
- Paul Scaachi
- 1 Review
Head in the clouds and lovin' it
Looked after from beginning to end by attentitive staff and kept informed along the way. Staff 10/10, as for the balloon ride, well it was the peaceful and relaxing way to view the countryside and urban scenes from a different POV. Also flying at different heights and a changing skyline, truely a great experience. Again 10/10 I would recommend anybody to take a ballon flight, a wonderful memory to treasure. Might just do this again sometime : ) Got some wonderful photo's too. Thanks Team Virgin
- Pamela Jones
- 1 Review
- NIGEL BIRD
- 3 Reviews
First class experience
Well organised. Efficient, knowledgeable and charming pilot. Champagne during flight made it even more special.
- Richard Lucas
- 1 Review
Looking for that special gift - look no further
An absolutely brilliant day - had to wait a while for the right weather conditions, but so worth it. This was a perfect gift for young and old alike.
- Kevin Pridgen
- 1 Review
Best present I have ever bought
The day started of with a very early start for an 0600 takeoff, after waiting for the fog to clear it was then decided that the thermals were to strong and the flight was cancelled. I asked about other flights that weekend but was told they were all full. Later that afternoon I got a call to say that the flight sheduled for Harrogate had been cancelled due to bad weather and there was now a space on a resheduled flight from York racecourse. What a brilliant suprise, the look on my wife's face as the basket left the ground was fantastic. First class costomer support we were made to feel very important.
- Deborah Speller
- 1 Review
FIRST TIME FLYERS!
We were lucky to get on the first flight we tried to book, were duly met prompt at 6am as agreed, and immediately helped to get the balloon in the air! The day was perfect with the sun shinning, the pilot was experienced and put us all at ease. The 'take off' was perfect, the flight felt as if we were just gliding high above the landscape, and the landing unbelievably smooth. We helped to pack away the balloon, then were offered drinks of champagne or bucks fizz - a perfect end to a wonderful experience. Anyone with even the smallest apprehension, don't wait another minute - book it now, you won't regret it!
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- Jeannette Harding
- Machen, GB
- 1 Review
In experienced hands, feeling confident and excited, made a perfect trip.
When you first arrive you wonder if you can go through with it but after meeting the pilot and the rest of the passengers you are made to feel part of the team. Everything goes to plan and you are up and away. The feeling is great and the views are breathtaking. When you are floating up in the air the people down below all wave and are excited to see the balloon above them. A special day for a special occasion. In my view a must try experience.
- Rosalynn Tudor
- 2 Reviews
An Airsome Experience
Fabulous time, from balloon inflation to parcelling the enormous amount of silk back into bag. The take-off was exhilarating and the landing flawless - it was the only part I was apprehensive about!
Floating in the quiet calmness and looking down on England was peaceful but uplifting - our country is beautiful. An experience I would repeat again and again if the weather didn't interfere.
- Joseph Hammond
- 1 Review
head for heights
we had a truly fantastic time on our balloon flight with virgin balloons i would recommend it to all my friends
- John Malam
- 4 Reviews
GREAT FLIGHT AFTER A LONG WAIT
The balloon flight with Virgin was a brilliant experience and well worth doing, with great service during the flight itself.
Unfortunately due a combination of poor weather and (I guess) overbooking by Virgin I waited over one year and six cancellations before flying.Additionally there were no cancellation options given when we booked by telephone
If you accept that such events happen and can "bear with it" then you will have an incredible experience with professional in flight service
- Steven Priestley
- 1 Review
Brilliant exciting day out
Brilliant day out cant wait to do it again very exciting, crew were amazing, the pilot really made the day he was great thanks virgin for a wonderful day Steve
- M Debbage
- 1 Review
Miserable farmers don't like Hot Air Balloons
Pleasant flight with excellent Pilot spoilt by abusive farmer chasing balloon around North Essex in Range Rover Vogue.
"You cant land here", "you're too low". Well, if you run out of gas, then you land where you fall!
Good fun, would go again just to upset farmer!
- Lesley Ross
- 1 Review
Amazing!
A truly amazing experience, a very knowledgeable pilot who clearly wanted to share her knowledge with, a perfect summers evening and a very serene and peaceful experience. Would recommend anyone to give it a go!
- JOHN BALL
- 4 Reviews
NOT RECOMENDED!
Several booked flights were cancelled due to bad weather. With no warning, even in the small print, I found my £140 voucher was rejected. After several e mails and phone calls, many were ignored, I gathered that I had spent too long in trying to rebook, though the possibility of such a time limit was not apparent in the literature. After much arguement I was offered a new flight for around half price. My wife who bought the original flight "hit the roof" and very politely told them that full details would be given to the press if they did not honour the original contract. They promptly yielded and gave me a three month extension to my voucher. (Note this was an "extension" to a voucher which initially had no obvious time limit.) Subsequent weather induced flight cancellations were immediately followed by a further extension on the time limit. The flight was very good once I managed to get on it. Overall this was a company with no clue about customer service staffed by agressive employees who might be described as rude and patronising. I have never before felt the need to threaten the press to get the service for which I, or my wife, had paid handsomly.
Reply from Virginballoonflights
Thanks for your review. I am sorry to hear that you were not entirely satisfied with the experience you had with us, despite enjoying your actual balloon flight.
There appears to be a bit of confusion about how ballooning and our flight vouchers work and I would like to try to clarify this for you and for the benefit of others who may read this review.
Firstly, ballooning is weather dependent and flights can sometimes be postponed for safety reasons. We are governed by aviation law as to when we can fly and pilots only call a flight off when absolutely necessary. We are completely upfront about this in all of our literature, terms and conditions and on our website via product pages and the FAQs. I am sorry you did not feel it was made clear. Despite the weather, we fly around 30,000 people in the UK each year, more than any other balloon company in the world.
As with all experience vouchers, ours have a ‘valid to’ or expiry date by which time you need to book your experience (this is actually only a ‘book-by’ date because we schedule ahead of time and the flight you take can be after this date). The ‘valid to’ date is clearly marked on all of our vouchers (as this is a requirement of selling a face value voucher) and this has always been the case. This is also outlined in the literature and terms & conditions which are sent with the voucher and on our website.
Unlike with most balloon companies in the UK, with us you only need to make one attempted booking within the validity of the voucher (other firms require 4 attempts or more to keep you voucher valid) and if this is cancelled we will extend it for free to ensure you have at least six months to make another booking. A voucher will only expire if no booking is made within the this extension period. In your situation, as a gesture of goodwill we re-opened your voucher and provided a further extension free of charge allowing you to take your flight.
Generally the feedback we receive from customers who fly with us is excellent, but we are always looking to improve. Our call centre is open 7 days a week and we aim to respond promptly to all email correspondence that we receive. I am disappointed to hear this was not so in your case. We continue to train our customer service team members to ensure they provide the best possible service.
I am glad you enjoyed your flight and wish you all he best.
Kind regards
Lynsay Symcox
Head of Customer Service
