The Hot Air Balloon Company, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hello,
We are sorry to hear of anyone displeased with our operation, as our goal is to provide a fun, safe and memorable hot air ballooning experience for each and every guest.
Unfortunately, like most promotions or gift certificates, they do have an expiration date.  On our...

promotions and gift certificates it is always stated to "Please allow for alternate flight dates as all rides are subject to weather conditions. The pilot in command has the final determination if weather conditions are suitable for flight. All efforts will be made to accommodate the flight in a safe environment."  That being said, our pilots will always do what is in the best interest of the passengers safety, and do, on occasion, cancel flights due to weather conditions/concerns.  There are times where other companies will fly in conditions that our pilots do not deem safe.  Unfortunately, this is out of our control, and our number one priority is always passenger safety.  That being said, we are always willing to work with passengers regarding options should your flight be cancelled and your promotion/gift certificate is past its expiration date.  If your promotion is expired, the promotional value is still valid and does not expire.  That being said, one option is to pay the difference between the promotional value and actual value of the tour to go on another flight.  Another option that we are always willing to offer, is to have you fly with us on a standby basis.  What this means is that you can choose your date of flight, and as long as we do not sell out on your selected date, we will have you on our tour free of any additional charge.
Again, we are sorry to hear of anyone who encountered a negative experience with our company, and we look forward to rectifying the situation utilizing our standard procedures above.
All the best,
The Hot Air Expeditions Team

Review: This Business cancelled our flight twice and because the tickets we purchased said use by a specific date they would not honor an extension on a new date. The day they cancelled the flight there were several other balloons 1/2 a mile away floating in the sky. The pilot said they were professional pilots over there. So, what does that make these guys un professional pilots. They should have given everyone there a chance to schedule another flight. I wonder how many other people they just pocketed the money and did not give flights too.Desired Settlement: Give us another flight or give us back our money.

Business

Response:

Hello,We are sorry to hear of anyone displeased with our operation, as our goal is to provide a fun, safe and memorable hot air ballooning experience for each and every guest.Unfortunately, like most promotions or gift certificates, they do have an expiration date. On our promotions and gift certificates it is always stated to "Please allow for alternate flight dates as all rides are subject to weather conditions. The pilot in command has the final determination if weather conditions are suitable for flight. All efforts will be made to accommodate the flight in a safe environment." That being said, our pilots will always do what is in the best interest of the passengers safety, and do, on occasion, cancel flights due to weather conditions/concerns. There are times where other companies will fly in conditions that our pilots do not deem safe. Unfortunately, this is out of our control, and our number one priority is always passenger safety. That being said, we are always willing to work with passengers regarding options should your flight be cancelled and your promotion/gift certificate is past its expiration date. If your promotion is expired, the promotional value is still valid and does not expire. That being said, one option is to pay the difference between the promotional value and actual value of the tour to go on another flight. Another option that we are always willing to offer, is to have you fly with us on a standby basis. What this means is that you can choose your date of flight, and as long as we do not sell out on your selected date, we will have you on our tour free of any additional charge.Again, we are sorry to hear of anyone who encountered a negative experience with our company, and we look forward to rectifying the situation utilizing our standard procedures above.All the best,The Hot Air Expeditions Team

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,