Firstflight Reviews 6

Antwoord van Firstflight

12 jun 2025

Hi Dudley,

Thank you for your detailed – albeit significantly exaggerated and factually inaccurate – review. I appreciate everyone is entitled to their opinion, though I am disappointed that your comments now stray into misleading territory, which I’d like to clarify below.

To begin, I fully agree with your closing remark that customers should read the terms and conditions before purchasing. We actively encourage this by requiring acknowledgment prior to checkout and by sending a full copy alongside the voucher. These terms exist to protect both parties – though, understandably, they are sometimes overlooked in the excitement of purchasing a gift.

As stated clearly in those terms, ballooning is an entirely weather-dependent activity. While this can be frustrating for all involved, it’s a fundamental part of what we do and we take our passengers safety extremely seriously . We conduct around 200 flights per year, and many passengers fly on their first or second attempt. Others, inevitably, require a few more tries due to the unpredictability of UK weather.

You claimed to have booked in "over half a dozen times" since receiving the gift in February 2023. However, our records show only three bookings during that period – 14th July, 24th August, and 12th October – all of which were postponed due to unsuitable flying conditions.

Our terms outline that passengers should make a minimum of four genuine attempts within the 12-month validity period in order to qualify for a free extension. When you contacted us in March, after not hearing from you since your previous attempt in October, you explained you had moved away from the area and had not managed to make time for that fourth attempt. Despite this, we extended your voucher – already technically expired – to allow for a further booking.

You subsequently rebooked for 13th April, which unfortunately was again postponed. We again extended the voucher on a rolling monthly basis, requesting that you make one genuine attempt per month – a policy many find fair and workable. At this stage, you declined this option and instead requested a refund. Given that your voucher had already been valid for over 15 months, and had been generously extended multiple times, we did not believe this met the threshold for a refund under our "exceptional circumstances" clause.

We understand that you moved away and have limited availability, but this is not something we can be held responsible for. Many of our passengers live outside our immediate operating area and still manage to arrange their flights, understanding the need for flexibility and proactivity in booking. Since balloon flights typically take place outside standard office hours, we offer a good selection of evening and weekend slots, which tend to work well for most people's schedules—even with other commitments.

Despite the above, we offered you a final opportunity to book for your next available date in June. You declined again, and as such, the voucher has now expired.

It is always disappointing when someone misses the chance to experience the magic of ballooning. However, in this case, I believe we have gone above and beyond in offering flexibility and goodwill throughout – despite clear departures from the agreed terms.

Regards,
Nick

Antwoord van Firstflight

Geüpdatet op 8 apr 2025

Hi Toby,

Thank you for taking the time to leave a review on every platform available — though I’m genuinely sorry to see it’s our first 1-star in over 30 years of operating.

We go to great lengths to ensure our passengers are looked after and enjoy the best possible experience, so I’m saddened that you feel we fell short.

When we spoke earlier today, our conversation began calmly, but unfortunately became difficult when I was unable to get the necessary booking details and was repeatedly spoken over, making it hard to respond or assist you fully. You ended the call before I had the chance to offer any options.

You are absolutely right that the voucher was a gift from friends back in early 2023, and I understand that you managed to book one flight that was unfortunately cancelled due to weather — something we never take lightly. However, the terms and conditions, contact details, and booking references were all provided at the time of purchase. As the recipient, it’s made clear that you're responsible for getting in touch to arrange the flight. If the purchaser/friends fail to pass any of this information on, I surely cannot be held responsible. Our standard voucher validity is 12 months, and we do offer free extensions if a passenger has made at least four reasonable booking attempts within that time — something many customers find fair and flexible.

It’s worth noting that more than 18 months passed between your one booking and your call with me today. While I had no knowledge of your personal circumstances at the time of the call, I was truly sorry to read about your loss in your review. Life can be incredibly tough — for many people, and for small businesses like ours too.

I want to reassure you that I wasn’t angry during our call — only trying to explain the situation — but it became impossible to have a constructive discussion whilst not being allowed to respond.

It’s unfortunate that this experience ended with a public review rather than a continued conversation, as there may still have been a way forward. That said, I do appreciate your feedback and hope your friends understand the effort they made was in the spirit of a meaningful and memorable gift.

Kind regards,
Nick