1-800-Skyride / Bad customer service
I purchased a hot air balloon ride for my parent’s anniversary. I booked the event roughly one month in advance. I was required to pay for the event at the time of booking. As the date I secured approached, I contacted the company and reported that I had not been contacted to coordinate the drop off location and need to get directions. I was told that they had no record of my booking on the date I had secured. I advised that my card had been billed for the event and that it was imperative that it be investigated immediately as I had made arrangements for my parents to drive into Atlanta for an anniversary surprise. I was assured that it would be investigated and I would be contacted back by close of business.
The next business day I called back and reported that I had not been contacted and I wanted to know what the status was of the investigation. I was told by a help desk representative that he did not have a record of my inquiry. I requested that I be put through to a manager. I was told the manager would not be in until after noon. The help desk representative took my information down and claimed he would have the manager contact me. I requested that my case be assigned a number and that someone would look into my claim as the date for my event was in twenty-four hours. The help desk representative reported that he would investigate and call me back with details. Needless to say, I was not contacted back. I called the company back later in the afternoon and spoke with manager. The manager claimed that he was looking into options and reported that he would call me back. When I inquired further, I was told that the original booking was booked for one month later and not the date I had requested. I was then advised that coincidently the weather for the day I booked would not be a good day to fly. I had already considered that and had checked on weather.com and checked fly conditions and conditions were good for flying. When I challenged the claim, I was given an option to drive my parents over three and one half hours to a destination in Alabama. I reported this was unacceptable and that I had paid for an event over a month ago and I expected to get what I had paid for. The manager reported he would investigate and call me back. I was not called back that evening.
The day of my parent’s anniversary I called the business the first thing in the morning. I was told the manager was not in and would not be in until 1:00 PM. I called the manager back promptly at I:00 PM and was told that there was nothing that could be done, my parents would not be going on a balloon ride that day. He claimed that they would be put on a first available list for future rides. I told him I would spoke with my parents and call him back with a decision. I called him later that day after telling my parents about the surprise. I instructed him that my mother had decided on the weekend of April 30th and that I wanted to book that date. I instructed that I wanted a confirmation email in my inbox by close of business that day. Needless to say, no confirmation email.
I called as the day approached and instructed that I had not received an email, no details of the event and that this was a rebooking of a date that was supposed to take place over a month ago. I was once again told I would be contacted with details. I called back the following day and was treated as if the company had no information concerning the upcoming event. I was told another help desk representative was working on my claim and that I would be contacted back because he was “anal retentive” and would not let it go to the waste side. It’s under a week to go to the event and I STILL HAVE NOT BEEN CONTACTED.
I am so completely exasperated by this entire experience and the unprofessionally of this company that I have booked through another company. I have never experienced this type of customer service in all my life. I have managed several retail chains and am project manager for an IT corporation and understand the importance of good customer service and follow through. I would never recommend this company to anyone for any type of event.
I have documented every conversation, length of calls and details and can provide specific details. I am considering reporting this company to the better business bureau. I encourage anyone when looking to book a special event to NOT use this company. I am very disappointed with the outcome and have spent a great deal of time and money on this issue. Save yourself from a potential disaster and book through another company – make sure to find out if they are affiliated with the parent company.
I picked this company because it claimed that it was #1 in customer service, I disagree. I get better customer service at the Georgia Tag renewal office and that’s saying something!
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