Complaints

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business sold me a hot air balloon ride for 800 dollars for 2 people. I tried setting the date and over and over again and each date, even with no wind and perfect conditions, they told me it was dangerous flying conditions and I had to reschedule. Now since they could not schedule us last year on the many many attempts I made to schedule, they claim I have to pay another $160 to book because its a new year. Now I want my $800 back because that was a complete scam.

  Business response

  05/29/2024

  Hello, 

  We are sorry to hear about your trouble rescheduling. We wish weather was more consistent so we could get our customers up on their first attempts. As you mentioned, our prices have gone up. Due to inflation, it costs more now to get people up in our balloons than it did before. But we understand that it is no fault of your own that you have not gotten up. So, any of our customers who have scheduled and been canceled due to weather, we have been overriding the additional amount that would otherwise be due. I would be happy to do the same with you so that you are able to reschedule. I would also be happy to put you on our call list since you have scheduled more than five times and been canceled each time due to weather. Please give us a call! 

  ******************* with Stillwater Balloons

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have bought 2 tickets for this service at the beginning of the year and have made 6 attempts for scheduling and every time the day of it gets rescheduled.. I have asked for a refund and they state they dont do refunds. My next step is the courts

  Business response

  12/14/2022

  This is an often asked question!  We take our customers satisfaction very seriously, and, since we cannot control the weather, consistently draw attention to associated wind and weather constraints. Our FAQs page states,Hot air balloon flights are completely dependent upon weather conditions. Ground winds in excess of 10 miles an hour, excessive winds aloft, precipitation, fog, wet landing conditions, and low cloud cover are just a few of the obstacles balloonists face. Each of these conditions can cause our pilots to cancel scheduled flights and ask our passengers to reschedule. We cancel in excess of 75% of our flights due to unfavorable weather conditions, and although some customers are able to fly on their first scheduled date, the average number of reschedules is five...  Additionally, when one clicks on the BUY GIFT CERTIFICATES tab, a message pops up and immediately states:We offer rides all year long. Most important thing to understand is the weather dependency. We cancel 75% of our rides due to winds or bad weather.

   Finally, we dread reschedule(s) we love great weather and consistent flying!  The more reschedules you are forced to endure, the more we are required to provide additional office support, on call employees, and grounded assets, unused insurance and land...  These, of course, are a part of doing business, just as rescheduling is simply a part of the purchase of a hot air balloon flight.  As such, we do not offer refunds.  Indeed, our only fully bolded FAQ states, "Q:  I purchased certificates ... Can I get a refund? A:  Wow, we feel your pain (kind of).  But, no matter how sad the story, no refunds... ever..." Finally, at the point of purchase a final warning is offered: Gift certificate sales are final and non-refundable.

  All this to say we really do understand your frustration and seek to avoid it at every opportunity. We cannot, however, offer a refund.  
  Please... Reschedule!  We would love to take you flying!

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