Virgin Balloon Flights review: Rip off company 34

I booked a balloon flight, last year, for my friends birthday. We’ve had 6 cancellations. My friend is now unable to do it. I’ve written twice, sent emails,, and had no response whatsoever. I wasn’t looking for a refund, just a change of experience. It cost £380, this is totally unacceptable, and has caused me a lot of stress and anxiety.

The Virgin staff did not show up for the balloon launch at Shipston on Sat morning 8th of July. They have a Flightline number where cancellations would be recorded. However no recording was on the Flightline number. This is terrible customer service.

In 2019 I bought 2 tickets. Since then I have constantly had my flights cancelled because of either the ground or weather conditions. It is now 5 years on and I have had another flight cancelled. Virgin WILL NOT refund me my money. Very poor customer service.

I don't understand how Virgin can possibly still be selling this as an experience. We have have had so many cancellations over nearly 5 years now during which time they have been earning interest on a large amount of our money. It seems like a very clever scam to me. I have phoned almost every day this month to check how many flights have actually taken off in our area and it seems that there have only been two flights during the whole of August! I have heard exactly the same message for the past couple of weeks - fascinating that sea breezes are so terrifying and amazing that the Bristol balloon festival seems to have managed to get dozens of balloons into the air.

my husband bought two vouchers for my 60th birthday. after 7 cancellations, phoned up asking for refund and was refused. I wonder if there is a maximum age for doing this as he will be 70 next year. Also after almost two years waiting your health deteriorates so what would happen if you were no longer able to physically participate. I also think its about time that an ombudsman look into the way this company carries out its business. We had a flight booked for today which is reported to be the warmest day this year, no wind even at 10pm, although our flight time was 6 am!

We are currently experiencing the same problems. Not only cancellations but difficulty in getting flights booked. Customer service via chat line is diabolical waiting over 4min to get a reply to questions. We were given these flights from our children in May 2016 and both my husband and I are now over 70years old. I wonder will we ever get to take them and we have been told categorically these vouchers are non-refundable. This company needs to be sorted out on behalf of customers. It seems customers are up for these flights but the company is unable to provide the service and no come back when they can't. I intend to get in contact with Rip off Britain and Watchdog to bring this company to the attention of the British Public.

Hello,

I totally agree with everybody and I'm in the Uk. First I tried 3 times to fly since 2014 (we are in 2017 !). Everytime I had to take a day off and i lost money to travel where I have booked for my friend and boyfriedn whom is not anymore my boyfriend. I'm so gutted about all this money was my saving and the costumer service is not even nice they laugh at you and said : "you choose to buy these vouchers".

Could we do something to have a refund because they did not provide a service they are supposed to ?

Thank you for your answer !

I have to agree with earlier comments. I didn't read all the small print carefully enough at the time of purchasing 2 tickets for my husband's birthday 2 years ago, probably because there is so much of it and the refund policy has that many if, buts and maybes in it that it's hard to follow for the average person.

Our flights have been cancelled several times due to 'high altitude wind'. Every time we have tried to reschedule we have had to wait several months due to lack of availability from where we want to fly (and that's an area of approx. 4 sites) this has meant we have only been able to book approx. twice a year while we wait for the next disappointment to roll around.

Because I bought anytime weekday tickets via Groupon I have been advised I can never get a refund or exchange them for any other experience day. This means we have got to go though this charade time and time again, year on year until either we fly or die! What a complete waste of money and such a shame for my husband as I could have bought him something he could actually enjoy for his birthday.

We have further flights booked for this month (my husband's birthday month again) but I don't hold out much hope and no doubt all the summer slots will be filled by then as they have been the last 2 summers!

Mrs disappointed

The balloon ride was bought for my husband's birthday over three and a half years ago and he's been trying to get the flight ever since. Each time it was booked we would ring the flight line just after 11 pm the night before and each time hear the recorded message say the flight was cancelled. This happened again recently. I couldn't believe it'd been cancelled yet again so my husband rang the number a second time and sure enough I heard the same message that the Met Office forecast wasn't favourable. However on ringing to rebook my husband was told that the flight had gone ahead and he'd missed it! Because my husband insisted that the message had said the flight was cancelled customer services asked us to send a copy of our phone log which we did and which showed we'd rung the line twice. However a couple of days later we received an email saying that we must have misheard the message as all the other passengers had turned up. They even said they'd rung and spoken to each of the 15 passengers to check they'd heard the recorded message say the flight was on (really? !) so my husband and I must have both not 'listened' to the message correctly. My husband suggested that maybe the message hadn't been changed from the day before so could they check what time the new message for the next day had been placed on the system but this seemd to fall on deaf ears. We know what we heard so we can only assume when we rang the message hadn't been updated and then afterwards customers for tomorrow got the correct message. Customer services thought they were being generous offering £80 towards another flight which meant it would cost us another £76. After trying to get this flight since 2013 and already losing £156 that's not going to happen. It's all been very time consuming, disappointing and expensive. A complete waste of money. 'Legalised robbery' as my Mum used to say.

Well after 12 months of trying to book our #balloon flight - it was booked, on my calendar for tomorrow. With all the #stress and #disruption the last few weeks have brought - I had put the wrong date down! It should have been today! The weather was awful this morning, extremely cold and freezing and guess what - the #flight actually happened! All the beautiful days we had it booked on and it didn't go - Paul even taking time off work on a couple of occasions. Rang #VirginBalloons this morning to be told to ring back after mid-day - to be told #tough - you missed it! You can pay another £80 each to book another date! #disgusted #VirginBalloons #noheart! and guess what - even Tom at Virgin said he was surprised the flight went ahead as most others had been cancelled. Sums up everything!

I really wish I'd seen this site two years ago before we showed interest in this.
Like many other people, we've been cancelled several times and have asked for a refund, to no avail. This morning I had an argument with customer services, who couldn't even give me a complaints email address for me to write too.
This was a present and very expensive and we are so disappointed with Virgin that they are basically ripping people off.
We have to sort out childcare and work to make these dates and the last two times, it was a beautiful calm day, but still no flight.
Complete and utter con!

Completely agree with everything that has been said been trying to book my flight for over a year 12 times booked 12 times cancelled on 3 occasions the weather was perfect the one occasion I had to cancel I had damaged by knee in a fall was told I had to send a doctors letter because I hadn't given 36 hours notice or lose my money I find the idea of not given refunds disgusting a company has big has virgin just taken people's money and getting away with it Mr Branson you should be ashamed

The worst customer service ever experienced from any company ever! A company which is well aware flights are endlessly cancelled yet takes the full cost of the flight and keeps it for years even though there is no reason why they couldn't just take half the cost and the customer pay the balance when the flight is taken.
A company that will keep you waiting for ages on the phone and won't call you back even though the problem is with Virgin Balloons.
The "Customer Service" staff don't help in any way. The customer has to find out if the flight goes ahead, if it doesn't the customer has to rebook. Because all the flights are booked so far ahead the customer has to constantly check the website (which often doesn't work) in order to see if there is any availability. I keep being advised to check the website after 5pm on Mondays yet when I do there aren't any flights from the destination I would like to fly from.
Customer services can't or won't help with any thing and put the phone down on you when it suits them.
Virgin Balloons works fantastically well for Virgin Balloons but appallingly badly for the customers.

totally the same crappy experience for me . I am going to trading standards i only want what i paid for a balloon ride, How can Branson allow his brand Virgin to have anything to do with these robbing sods. very bad customer service and disgusting con artists in virgins name.

Agree with all points posted, however, its worth remembering this is a virgin franchise, it’s a business run by an individual, usually the “pilot”
we were fortunate that we had lots options to change dates/times, but agree to other flyers experiences, our main problem is the total lack of any planning or organisation – third world service for, first world cost/expense.
Before we flew i asked specifically if there would be transport back when we landed, the “pilot” said yes – when we landed it was in a muddy field on a slope, 30 minutes waiting to find the land owner for a “ransom to be paid” to retrieve the balloon & basket, 30 minutes waiting for the balloon and basket to be load on the “pilots” vehicle, using customers labour……….Only then “the pilot” would phone for transport, although i requested that we had to leave, so he lied there was never any transport waiting for us, transport only “summoned” then the customer had loaded his balloon & basket, “sounds like a captive audience to me”
upon leaving the field – no regard to the customer on when, or where they would be collected! the “pilot” got stuck at the gate of the field, again he had to bride local residents to get off the field, hear say when he left that a call to a local taxi/mini bus service was made, another hour waiting, on a dangerous country lane, heavy traffic for a country lane, not street lights, no high visibility jackets, no comfort facilities for any “virgin flight customers” it was raining and going dark, no one cared no one, eventually two hours after landing a local taxi firm arrived! outrageously bad business model, i wonder who would charge a customer a high cost (£156 each) for one hour balloon flight, then get the customer to do the work! (virgin do say in their “conditions” help is voluntary, not compulsory, in our case the “pilot” only phoned for a taxi! when we had do all the work………..

Shabby expensive service that reflects on virgin’s portfolio.

On a final foot note, its only a matter of time before a customer has an accident doing manual work for virgin balloon flights: how any company can allow customers to do manual work without first doing any form of ability (risk assessment) assessment is negligent.

Change or you will be taken to court virgin & franchisee.

Oh dear seems I am not the only one.
I bought two tickets as a birthday gift and had the flights cancelled 5 times. I then fell critically ill and asked if the expiry date could be extended until I was well enough to take the flight but no response. Then the expiry date came and went so contacted on another 3 occasions and still no response. So what has happened to all the emails, I want nome of these rubbish response either ' oh we didn't receive your emails' when you have used the link on the website!
You buy these tickets from what you think is a reputable label and get treated like this with absolutely no customer service! Feel very let down and robbed also embarrassed for the person I bought the gift for.

They are a waist of time!
Booked 2 tickets in 2014 for 50th birthday they where asked not to address anything to person it was for as it was a suprise. So what did they do the week before flight sent all detail to that person. Have a guess wot that flight was cancelled. Then on trying to book next flight I was told I need to pay a weight excess as I just to be a big guy, even though I had told them my weigh when I booked asking if I could fly. Since then I have tried to book 8 ! More flights all cancelled and now they have expired my vouchers. To me this is A big con every where on web there are people saying the same. Trading standards need to get onto Virgine they are taking millions and not delivering anything.

I have booked the flights countless times, after about 2 years plus things change for people and circumstances change also mean that people ask for refund. HOW DO I GET THE REFUND? Sorry I heard myself shouting there.

Awful company, customer service shocking! I am having trouble with them as we speak, all they want to do is pass the buck when the problem is down to them. Quick to take our money but not that quick to help

Annoyed as i am, it is not a scam. OF COURSE IT IS DEPENDENT ON WEATHER, like most things in the UK, would you go for a nice walk in the park if it was pissing down and a howling wind?...NO but joking apart, i purchased a balloon flight for my partners 60th, he is now coming up for his 63rd. Admittedly I have cancelled one myself as was mid cancer treatment but all the others have been cancelled by the company due to weather. Unfortunately you only find out 11pm the night before your flight, if it is going ahead or not, like most things in the UK..BUT when you both take the day off, it ends up being a costly experience. I have asked for a swap to eves or weekends to soften the blow and will see what happens...
Let's hope it is a HAPPY experience for them...and us...

Couldn't agree more.
I wasted a lot of money on this.
It's a scam where they take money and make it near impossible to fly.

Have to totally agree that the service these 'cowboys' provide is disgusting. I am still waiting for a flight that I booked in May 2014. On every occasion the flights were canceled the weather was perfect. In fact one week three days before and two days after weather was 100% for flying.
I just cannot understand that an international businessman; Branson; can endorse such a service with using his Logo and name?

Will never use . Son bought tickets as present for his father who died before he could use them. A friend and I arranged to take the flight as a memorial and to raise our champagne glasses to him!
It has nothappened. there have been numerous cancellations until today when in perfect weather they moved to a backup site at 2 hours notice 40 miles away. I am a 76 year old widow with no car and both sons live abroad, taxis would cost the best part of £100 and they would not allow a rebooking.
Bunch of conmen and chancers and Branson should be ashamed!

Just been told that our balloon flights which i bought for my wife's 40th birthday are void as we never took the flight we tried to take this flight over 5 times after bad weather cancelled every time richard branson got his money by conning hard working people and would not give us plebs the time of day balloon flights are a con and any one who mentions the virgin group will be told by me and my family they will just con you out of your money. Spoke to the worst customer service person who as good as said we don't care we have your money and tough your tickets are void and you can buy some more at a discount rate. yeah right do you think i fell out of your balloon DO NOT BUY BALLOON CON TICKETS FROM VIRGIN IT IS A BIG CON AND THEY ONLY WANT TO STEAL YOUR MONEY.

I would never buy balloon tickets again especially when you book by phone the sales team don't mention that the tickets are non refundable then why would they, they just want your money and never give it you back in my day and age to me that is known as theft virgin are thieves, I've now had 5 cancellatiions in a year bad weather on some and really nice weather on some but when it's really nice it's either to windy or not enough wind it's very slim you will fly most people that do fly have more than likely had to wait years and many cancellations would love to see the statistics for those that fly first time compare to the number of cancelled flights, my main problem is that when I ordered I rang up and said I was looking for some tickets for my partners birthday so I was suggested the birthday gift package now I'm looking at virgin refunding me I'm told its very clear in their terms that my tickets are non refundable all though the seven day anytime plus tickets and gift experience package are refundable, so having a birthday gift package tickets that are non refundable does not make their terms clear, it is very miss leading, but why would virgin care they are money grabbing cowboys avoid at all costs, shaun unhappy customer

Came across this wonderful deal for virgin balloon flightfor 2 with champagne from Groupon and thought it would make a lovely birthdaypresent for my wife as well as a romantic experience … but turns out to be oneof the WORST online purchases …. Why?
1. Lack of weekend availability – Even though youhave to pay extra for weekend time slots, which I didn’t mind since I can only do weekends, the key issue is youwouldn’t know the availability (or the lack of) until you bought the voucherand registered. I literally had to log in the website every other day to checkfor a decent weekend slot and after 3 months of frequent logging in to check availabilityI managed to (finally) get a weekend slot which is 3 months later. So, beprepared to wait more than 6 months before you get your 1st date /slot!

2. Frequent cancellation of flights – Whilst Iappreciate that this is a weather dependent activity, from my personal experienceof having my bookings being cancelled 4 times, I learnt that both the Wind Gustand Wind Speed should not exceed more than 10 mph…. but in many parts of UK, these specified conditions do not occur so often. Obviously, there is nothingmuch anyone can do to control the weather but because of the key issue on thedifficulty of booking a slot (take around 3 - 6 months each time) and noflights during winter, it means that I had to wait for more than 1.5 yearsafter my purchase to actually take the flight… Before purchasing the balloon flight, I was hoping to be lucky and ‘enjoy’the balloon experience as soon as possible. But in hindsight, should have been realisticand realise from the other reviews that on the balance of probabilities you arelikely to have your flight cancelled afew times and wait one year or more before actually ‘enjoying’ the experience.

3. Manual labour – Kindly be advised that you arerequired to arrive 2 hours before the flight …not only for the briefing but alsoto help with the setting up of the dirty balloon and also required to pack upthe balloon before leaving (which waste another hour of your time). This is labour intensive work and even thoughit is stated as ‘optional’, if you do not help, it just means other customershave to do more work instead and you would stick out like a sore thumb. While Ido not mind helping per se, I am certainly not impressed with this arrangement tocharge each of their customers hundreds of pounds for a luxury experience andthen require them to do such manual preparation work which the customers have alreadypaid a lot of money for …To put this arrangement in another perspective, ifVirgin were to open a fine dining restaurant, they will require their payingcustomers to help with the preparation (e.g. chopping the onions and carrots)and also the clearing up after the meal (e.g. washing of the dishes) and thenstill paying the bill of hundreds of pounds for the meal. Might be their sneaky method to cut staffcost, maximise profits as well as waste another 2 hours of their customers’time.

4. Boring Balloon flight with lack of scenery…butfor my case, it could have been because they told has to go to an alternativelaunch site with only 2-3 hours notice. We ended up having to rush to theremote alternative and had to spend an additional £50+ on train and taxi justto get to their last minute alternative launch site in time. (This was not theoriginal site we signed up for). The flight was very boring in from my personalperspective… and certainly not worth all the accumulated frustration and the1.5 years wait.
Overall, I found the entire experience to be very annoyingand frustrating especially after paying hundreds of pounds. I really really wishedI knew and read about these very important points before I bought it.
While I must commend that their website advertisements / pictureswhich looks like a good fun experience alongside with beautiful sceneries andetc…do NOT be fooled! In reality, I definitely would NOT recommend this toanyone at all…. Not even at a 50% off “discounted” Groupon deal!

Rubbish company, shocking customer service, I agree they are thieves.

I purchased a flight for my boyfriend's 50th, the person selling me the ticket in his eagerness to flog me the tickets didn't tell me it was weather permitting. This was a special birthday and we wanted it on that particular day. Had he said you may not go on the day, I would not have purchased them. When I complained that we did not go on the day, (it was a glorious sunny mild day, but the flight was cancelled due to the weather?) I was told "I should have known it was weather dependant". Maybe, but it was a first experience and I would expect to be told that, as the seller knew I wanted it on THAT particular day. After that we re-booked, and re-booked as always the weather was not suitable for the flight. A total rip-off, don't get involved with VIRGIN. Every time I see wealthy Richard Branson on telly, I want to tell him that is my money he is enjoying...

As with those posting on this and numerous other sites, I have been unlucky enough to have experienced Virgin Balloons complete lack of customer service.

I too found it difficult to get dates and when I did, the flights were cancelled. Waiting for the weather to improve before booking has meant my voucher has 'expired' (aka Virgin Balloons has taken the opportunity to take my money without providing the service).

I only hope that Lindsay and her team some day enjoy the same level of service that they dish out.

I have experienced THE most frustrating customer service ever. Partly due to the processes in place that are not focused what so ever on the customer and partly as outlined by people before, because of the number of cancellations, but mainly due to the incompetence of the people who answer the phone, and are not willing to listen to my explanation before make their judgement on what they think I need!
I have spent over £30 in returning experience gifts to exchange as they are incorrect, extending the deadlines and posting between Acorne and Virgin, who from a customers point of view should be the same service, but do not seem to communicate with each other and even work against each others deadlines! I originally bought an experience for my sons' 16th birthday in June 2011 and whilst I accept I returned it to exchange it for a different experience, I had to post a request to Acorne to receive the original one, to send it to virgin balloons to receive another voucher. Following 5 cancellations, one of which we arrived at the destination as instructed, to inform us that it we couldn't fly. The day was beautiful. I decided to exchange it again, the expiry date from Virgin showed March 2013, I had to return the voucher to Virgin to receive my original voucher, to return it to Acorne to be able to exchangee it for other vouchers. On receipt of this voucher from Acorne, the expiry date showed 25 Oct 2012! So I had to pay a further £20 to extend it a second time. On receipt of my now exchanged vouchers, to which I decided to buy safe, purchase afternoon teas, and comedy club venues to give away, and pass on the headache! I received the first of four vouchers, because of course they were all posted separately to my address! and yes, they got it wrong! Despite a letter clearly indicating names and experience, the first one came with my sons name due to a computer error! I assume the computer has a mind of its own then.
I am absolutely frustrated, disappointed and cannot seem to talk to anyone with any responsibility to re engage me with the name which is synonymous with quality. It is my view that this is POOR Quality, with no means of rectification. I hope you can follow this!
Ella Cooper

Virgin balloon flights are a scam! People do check the finer print of terms and conditions. You will never get your refund and flight! Its all bla big scam.
I purchased 6 tickets for my disabled sisters suprise birthday party 2years ago and every time i book a flight it gets cancelled.
Its really frustrating now, it was meant to be a fun experience instead i am hating virgin altogether! I used alot of virgin services but the attitude of these call centre msnagers is irritating enough that i refuse to use virgin services anymore.
Working people cant keep on taking annual leaves and getting flight cancelled due to bad weather. I understand the weather is unpredictable but rather than finding alternative solutions they are just so rude to their customers.
End thing is i am disappointed in virgin

Dear Wanttofly - It is a shame to hear that the weather has not been on your side. As you will be aware, ballooning is weather dependent and we always put safety first. I am sorry to hear that you did not receive a response to your request for a refund. I can assure you that we would never ignore a customer email. Our call centre is open 7 days a week and we try to respond promptly to all enquiries. I can only imagine we did not receive your message. I hope that your situation has now been resolved, however, if you do need any assistance, then please do not hesitate to contact me.

Dear Mark – We make it very clear that our vouchers have expiry dates and because your vouchers were due to expire when your last booking was made we extended them free of charge for 6 months, unlike would be the case with other balloon companies who require as many as eight bookings a year to keep vouchers valid. This new expiry date was just a book by date so, even though we stop flying in the middle of November and do not start again until the being of March, we do take bookings throughout this period for the following season. This is made clear in all of our information. Therefore, there is no reason why you could not re-book within the 6 months. You also had the opportunity to contact us at any point if you had any concerns. We do not hide the fact our vouchers, like any experience vouchers, have expiry dates. This is clear on the front of the voucher, on the customer booking confirmation and our website. Unfortunately, if your vouchers have expired then the only option would be to purchase replacement vouchers at the discounted rate that we offer.

Kind Regards

Lynsay Peake
Head of Customer Service
Virgin Balloon Flights

Totally agree
Never ever buy a ticket as a gift either. I feel terrible that a group of friends bought me this ticket and evertually Virgin just pocketed the cash and told me I'd have to buy a new ticket because I hadn't re-booked a cancelled flight within 6 months (the months being October to March and they don't fly in winter).
Nasty, rude theives.
Have put me off the entire Virgin label.