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Virgin Balloon Flights Complaints 15

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3:52 pm EDT

Virgin Balloon Flights Virgin Ballon Flights

Tried to book 4 times they cancelled twice, told me no flights were available one time and said that there was only 1 space available the other time which was not suitable because there were 2 of us. I developed a knee condition and sent them proof of treatment with a certified letter from the doctor. They said this was not sufficient and they're keeping my money until I book an appointment with the doctor the get them to stamp a letter I've written myself , to excuse me of going on a flight

Desired outcome: I would like my money back as I haven't received the service I paid for

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1:18 pm EDT
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Virgin Balloon Flights Virgin balloon voucher

I bought 2 tickets for the balloon trip and explained that I would have a 2 week window in the country to use them. We booked a date for the first week of August so this is peak summer, the weather is not going to get better all year.

The flight was cancelled on the morning of the flight by the pilot. I contacted Virgin and was told there are no other dates available in my 2 week window and to fill out the refund form.

After much back and forth (3 weeks) with trying to get the refund form submitted correctly I was told that because I am unable to get a refund due to not buying refundable tickets which are able to be cancelled.

The tickets were not cheap at all, and I think its very wrong that I would not be refunded for them even though the cancellation was made by themselves and not me. .

Desired outcome: a refund for the tickets i bought that were cancelled by them.

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12:17 pm EDT
Featured review
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On 5 April 2023 I attempted to book a balloon flight for 5 May, but this flight was cancelled due to the weather. On the day that I knew that this was cancelled I tried to rebook for 11 May. This too was cancelled due to the weather. On the day that I knew that this was cancelled I tried to rebook for 2 June. This too was cancelled due to the weather. On...

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Is Virgin Balloon Flights Legit?

Virgin Balloon Flights earns a trustworthiness rating of 91%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds Virgin Balloon Flights to be a trustworthy company. Although there's a 6% resolution rate for customer complaints, which deserves attention, Virgin Balloon Flights is known for their high standards and safety. If you're thinking about dealing with Virgin Balloon Flights, it's wise to check how they handle complaints.

We found clear and detailed contact information for Virgin Balloon Flights. The company provides a physical address, phone number, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Virginballoonflights.co.uk has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Virginballoonflights.co.uk has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Virginballoonflights.co.uk you are considering visiting, which is associated with Virgin Balloon Flights, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

According to our analysis, Virgin Balloon Flights appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

Several positive reviews for Virgin Balloon Flights have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

The Virgin Balloon Flights website has a cookie consent banner indicating the use of cookies for data collection. Reviewing the privacy policy and terms of use is crucial to understanding how the data is used and ensuring compliance with regulations.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

However ComplaintsBoard has detected that:

  • While Virgin Balloon Flights has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 6% of 15 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
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6:39 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Balloon Flights Celebration gift package (7day)

A wedding present bought in 2016

Couldn't fly due to falling pregnant- paid to extend.

Next booking cancelled by virgin flights due to weather.

Paid to extend.

Pregnant again couldn't fly.
Complications

Covid no flights

Under impression we could extend for £20 as previously done -

No tickets are void!
Looking at reviews many fall victim to harsh policies-

The burden to have to continually rebook and have them cancel or life delivers uncontrollable complications- personal or such as covid..

They will not honour the value of the tickets purchased

The guilt of not using a gift.

They are making ALOT of money for nothing though these polices that leave people high and dry!

Please help prevent more falling victim to unlikely redemption of this pricey experience.

Desired outcome: Refund

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11:54 am EDT
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Virgin Balloon Flights Hot air balloon flight refund

order number 347701-0
Order date 26/12/2019
Invoice address melvin davies 5 Carriers road cranbrook Kent Tn173ju
Vouchers 797545 and 797546
Security Q4KS and S3ZE
£99.00 each total paid £198.00
I applied for a refund if possible at the beginning of the year stating due to
Breast cancer and covid I suffered anxiety and could not face a balloon flight.
I've had a response stating this order could not be found and instantly dismissed
I was very disappointed with this outcome so have decided to make a complaint with the hope payment
Refund can be made.
I hope I have supplied enough information for this to be taken seriously.
My husband melvin davies had purchased these tickets for my birthday.
Kind regards

Val davies

Desired outcome: Refund

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11:56 am EDT
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Virgin Balloon Flights Unsatisfactory service

Hi firstly I would like to put a complaint in regarding the balloon flight I had booked over 17 months ago . Tried numerous times to get to a local venue to finally given up and having to travel out . And travelled to Nottinghamshire six hour drive paid for the hotel for the weekend petrol . To arriving at the venue and no balloon ride was present, to say I was angry and upset is a understatement as no confirmation no e mail no call to tell us it has been cancelled my partner is severely disabled the distress and trauma it caused has had a impact on my partners health . We then went on to book in another area for the following day to another two hour drive . Tickets showed up and booked on the virgin ballon flight page but again no confirmation nothing had come through . Eventually the owner of the hotel we stayed in provided us with the pilots number to find out the time to arrive on the evening we got through to the pilot to find an answer phone message again it has been cancelled .. my partner suffers ill health severe depression and anxiety that she cried all night and has not been well since .. we then spoke to the manager Shaun Howells who wasn't very helpful and suggested we have to ring 10 o clock In the morning to find out if the venue is going ahead . This was not possible to know as no e mails come through to give us guidance to do so .. was then told to book near to our area we have tried the past 17 months to it constantly being fully booked, the manager would not agree to offer us some sort of compensation and it's cost us over 400 pound for a balloon ride that never happened .. I have contacted the guardian newspaper on this and trading standards as we had no help whatsoever and I am requesting proof of the e mails that was supposedly sent out with the time and dates on . As we never received anything .. also your manager would not call back today as the tickets won't process for a refund and would not call to resolve this I even requested to speak to the top manager on this matter too .. Iv had an appalling service the trauma and distress my partner had to go to the doctors as this has made her so ill .. I want this matter resolved ASAP

Desired outcome: Compensation and refund

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4:27 am EDT
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Virgin Balloon Flights Balloon flights cancelled multiple times

Hi

I bought 2 balloon flights for my daughter and her boyfriend in November 2017. They have had the flight cancelled multiple times (3 due to weather, once due to COVID). Almost 3 years on and we are still no further forward. The booking process is such that often we are at the end of the line when having to call to try to rebook as no dates available. My daughter now is not able to go on the flight due to other issues. They refuse any help at all with either changing the voucher to something else or refunding.

Customer services is absolutely shocking.

Who do i go to for support with this?

Sandie Keall (was Hall at time of booking)

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StephDS
US
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Feb 24, 2021 2:35 pm EST
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Hi - did this get resolved for you at all? We're in a similar position! We've waited 3.5 years and we're fed up!

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12:24 pm EST

Virgin Balloon Flights luxury christmas package £330+

What a waste of money, absolutely loads of stress and nothing to show for it!..

This is my first ever complaint so i hope the company does not take this lightly..

A unresponsive web system where they don't fly for 6 months of the year yet they give you an extension (no cost added) of course theres no cost added! They cancelled it. fortunately enough i understand the weather systems in the UK are unpredictable but the system is an absolute sham! I can't for the life of me can't understand why they can't give a refund or continue to offer flights to someone who has paid for a service? Invalid... a 12 month window is not sufficient when you can only fly weekends and book one flight time..

This just isn't feasible I'm so disappointed that Richard Branson can put his name to this and take £300 for nothing...

We have been planning a wedding throughout the last window it did expire by 40 days and this was over christmas..

What a waste of time and money, we feel totally let down and ripped off!

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Annoyed Raj
Sheffield, GB
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Jun 17, 2022 11:56 am EDT
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I am not usually a complainer but thanks to vigin balloon they ruined a 40th birthday surprise that was booked last year and till date we couldn't fly, we bought a full basket which is not a small amount now when we are asking for refund guess what, they refused it not happy as you can imagine

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4:41 am EDT

Virgin Balloon Flights virgin balloon flights

Already got cancelled twice, and the last time it was yesterday on the clear, hot, sunny day in St. Albans.
it is a waste of money, you cant really plan it, i took days off from work! I needed a taxi to get to St. Albans, all planned and sorted and the trip was cancelled in the last moment. I understand if weather is bad, sure, but yesterday was brilliant. Also, even if wind or whatever your excuse was bad at 6, it surely was cleared at 7am. So inflexible and so unhelpful.
And wait for this: you cant demand refund, unless it is a 3rd cancellation and even then you will get only 2/3 of the price, this is a complete rip off. Its been almost a year since I bought the voucher.

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6:11 am EDT
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Virgin Balloon Flights raglan balloon flight - ripped off

Booked on 7 seperate occassions over a 3 year period and all wer cancelled even though the weather was beutifull numerous times. Phoned them on the fourth year to try again and they said my voucher had run out, even though i was told by the previous phone operative there would be no problem. No money back, no flight, over £200 spent for nothing apart from disapointment. Avoid this company, very very poor service which they are allowed to get away with.

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StephDS
US
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Feb 24, 2021 2:36 pm EST
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Did you follow this up further with complaints to Virgin to get your money back? We're looking for options to take this further, because we've been waiting for flights for 3.5 years now!

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1:25 am EDT
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Virgin Balloon Flights balloon flight

Please read to the end! We bought my 70+ year old mother a balloon ride for Mother's Day one less thing on her bucket list!
Firstly the recorded message said to be at the launch site at 7pm not a second later..this had already been put back from 6pm..we got to the parking area 5 mins walk from the launch site at 6pm and saw the balloon basket on the back of a trailer parked up. At 6:45 the 4x4 with trailer moved off towards the launch site. We walked up to find it still on the back of the trailer, registered along with the others then waited half an hour for the balloon to be inflated with the help of paying customers after the pilot had introduced himself and his 1 man "crew". Surely this could have been done in the 45 mins+ they were sat in the parking area?
With the balloon eventually inflated (8pm) they set off on their balloon flight going in a circle with no more than a 2mile radius from the take off point!
Back down to ground with a small bump and they were then told they had to help the "crew" (one man) deflate and pack away the balloon. This took over an hour and was very heavy, hard work for a 70+ year old lady! While doing this my mum asked if they were being picked up by mini bus to be taken back to the parking area and joked or are we going back in the basket on the back of the trailer! to which she was told by the "crew" yeah if they can find us. Yes you guessed it! There was no minibus to take them back! It wouldn't have been hard to find them they were less than 2 miles from taking off and they were asked to climb onto the trailer then into the basket and keep their heads down so the police didn't see them!
I'm absolutely raging that my mother and 15 others (one young girl was petrified) were put in a basket on the back of a trailer with no safety precautions to be driven back to their cars!
Virgin and the pilot and "crew" are putting lives at risk just for the sake of saving a few pennies and getting a minibus to ferry people back to their cars and I'm sure their insurance company wouldn't be very happy about this practice either!

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6:04 pm EDT
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Virgin Balloon Flights has left an official reply on this complaint.

Virgin Balloon Flights failure to provide balloon flights

I made the mistake of buying flight *vouchers* for Virgin Balloon Flights back in 2011.

Eight times in four years, from August 2011 to April 2015, I tried in good faith to get Virgin Balloons to honour those vouchers. Each time I and my friend booked holiday time from work, made travel arrangements, and got up at the crack of dawn to hear the same tired cancellation message on the cancellation line, with the flimsiest of excuses. We had to practically beg Virgin Balloons to 'extend' the validity of our vouchers as they expired more than once as Virgin Balloons failed to deliver.

When it became obvious that Virgin Balloons could not deliver the service it had taken payment for, I reasonably asked if I could have my money back. Very long story short, I was refused. Virgin Balloons is a very unethical company that may adhere to the letter but certainly not the spirit of consumer protection law. It is not a good company.

I wrote a review on Trustpilot to share my experiences. These User-Generated-Content sites are supposed to provide honest insights into customer experiences of various companies, to help consumers make informed choices.

More than a year after I posted my obviously very negative but fair review, Virgin Balloon Flights reported my review to Trustpilot, with instructions for it to be removed, claiming I was not a genuine customer. I am now in the process of proving my veracity and validating all my poor experiences. I expect Virgin Balloons will be surprised that I am able to do so: I suspect Virgin Balloons 'reports' reviews and requests that they be taken down long after they are posted in the hope that customers will not have retained any of the required proof, or will simply give up.

After sending my proof to Trustpilot, I checked the website's page on Virgin Balloons. Currently, Virgin Balloons has five-star reviews. I am going to stick my neck out and say that what Virgin Balloons has done is report all the honest, fair, negative reviews in order to present a false image of themselves, to misrepresent their reputation, and to mislead consumers.

At this stage, while Trustpilot still has not reinstated my review, I don't know which company I am more disgusted by, Virgin Balloons or Trustpilot, which colludes with companies - charging them apprx £800 per annum - to 'manage' their reputation via the manipulation of customer reviews.

I really hope there is some official body this can be reported to.

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StephDS
US
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Feb 24, 2021 2:45 pm EST
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@VocalComplaint - did you end up getting a refund in the end? We've waited 3.5 years for a flights and we're in the process of taking further action against Virgin balloons now!

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NotAVirgin
US
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Jun 29, 2017 3:11 am EDT

Lie No. 1) "At the time of your complaint two years ago..." - Virgin Balloons is once again trying to mislead people, to create the impression that it can reliably say it knows who the person posting the original review is and how that person was responded to. It obviously can't, since the complaint the review refers to dates back apprx four years and dragged out for apprx two years while Virgin Balloons refused to resolve it.

Lie No. 2) "… after coming across your post…" Trying to create the impression that you just happened to come across a negative review? Trying to create the impression that you don't rigorously police negative reviews with a view to shutting them down and preventing honestly disgruntled customers from sharing their opinions? Really?

Lie No 3) "… we investigated things on our system…" - the complaint is posted anonymously and it would be impossible for Virgin to 'investigate' on that basis. Virgin is just throwing out dirt and hoping it will stick in order to discredit the review and make the reviewer seem unreasonable. The review is a fair and reasonable reflection of a genuine customer experience and of Virgin Balloons action re reviews posted elsewhere.

Lie No. 4) "… after coming across your post, we investigated things on our system…" - the substance of the review relates to the fact that Virgin Balloons lies about reviewers on Trustpilot with the aim of having legitimate negative reviews taken down, in order to distort public perceptions of the company's success rate. That wasn't even addressed in the response Virgin Balloons posted, so it is rubbish to claim anything was investigated. Is Virgin planning on investigating the appalling practice of lying about reviewers in order to have their reviews removed? No? Well don't bother responding until that happens.

Lie No. 5) "We received your letter of complaint … on 25 May 2015." - throwing in specific details to try and make it seem like what you are saying is reliable is a well-know con-artist trick. The lie implies that Virgin Balloons speaks with authority about a specific complaint. The lie implies that the complaint comprised one letter to which Virgin responded immediately with the offer of a refund, which is highly unlikely. I challenge Virgin Balloons to produce proof of any single instance in which it received a single letter of complaint from an unhappy customer requesting a refund and responded with an immediate refund: In personal experience, a complaint to Virgin Balloon Flights about failure to get the flight paid for consists of multiple emails, letters, refund requests, and refusals until you loose the will to live...

Lie No. 6) "we felt it unlikely you would now enjoy your flight when it did take place…" Feelings? Virgin Balloons doesn't care whether customers even get the flights they pay for, let alone if they enjoy them! If they did, they would behave with more integrity and institute a policy of automatic refunds for customers to whom they have failed to deliver flights within a reasonable period, instead of creating stress and distress in the way it responds to disgruntled customers. Failing to provide flights over several years until the flight vouchers eventually expire is a business model that guarantees customers can't enjoy their flights, so don't make out that rare, rare, rare refunds under those circumstances are an example of corporate good practice!

Lie No. 7) "The letter and cheque were posted to the same address that was on the letter you had sent to us dated 25th May, which we are obviously unable to post on here for data protection and security reasons." Once again, Virgin Balloons is trying to create a false impression and deflect attention from the way it really treats unhappy customers. If Virgin Balloons had genuinely provided a refund, it would be able to provide proof of payment, not waffle about letters and cheque stubs. I don't believe there was any letter of any cheque. And there is absolutely nothing in Virgin Balloon Flights' posting that is done from genuine concern for a disgruntled customer's security. Seriously, it is incredibly intimidating to respond to an anonymous review by implying 'we know where you live'. Besides, nowhere in the original review did the reviewer indicate he was still trying to get a refund or that he wanted someone from Virgin Balloons to get in touch. The review was posted for the benefit of the general public, who need to know how Virgin Balloons treats customers and manipulates its online reputation.

Lie No. 8) "...we would be very happy to share [letters] with you to show that we genuinely had taken action at the time to address your complaints." Once again, bearing in mind that Virgin Balloons cannot say with any genuine certainty who the reviewer is, it would be difficult for them to produce letters in response to that specific complain. You're fishing, Virgin! Further, whatever letters Virgin refers to would not be proof of any genuine action. I can write a letter right now and stick a date of 2014 on it and present it as evidence that I did something three years ago.

Lie No. 9) "...we would be very happy to share [letters] with you to show that we genuinely had taken action at the time to address your complaints." - again, Virgin is trying to create a misleading impression of how it responds to customer complaints and refund requests (Please run a quick Google search for genuine examples of the action Virgin Balloons takes in response to customer complaints.) If Virgin Balloons is so happy to share copies of correspondence, would it be willing to share the multiple emails in which the customers who never got their flights requested refunds and were turned down? No?

Lie No. 10) "As we received no further contact from you after that initial letter of 25th May 2015…" - as before, ad nauseam: it is completely false to suggest that any complaint comprised of a single letter that Virgin Balloons responded to or to suggest that a complaint would not be rigorously pursued until the complainants were exhausted.

Lie No. 11) "If you would be happy to contact us, either by post or on email with your current address, we will of course be happy to honour that refund and issue another cheque…" - Way to try and put the responsibility for the failure to provide a refund on the customer! Right, the problem isn't that Virgin Balloons refuses legitimate refund requests, it's just that customers need to con act them… As if the reviewer wouldn't have made multiple contacts to try and secure a refund over the years. But the real lie is that Virgin Balloons would be happy to honour a refund. Really? If Virgin Balloons was happy to honour refunds, it would provide them without dragging customers through years of complaints, emails, letters, unsuccessful requests. It is obvious that Virgin Balloons has been caught out in a lie - lying about having given a refund in order to have the review removed from Trustpilot - and is now trying to dig it's way out.

Potential customers need to be fairly warned about the likelihood that they will pay good money for flights they will never receive and to fairly know how Virgin Balloon Flights treats unhappy customers, including refusing refunds and lying about it. So long as Virgin Balloon Flights continues to do business that way, bad reviews will persist.

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7:24 am EDT
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Virgin Balloon Flights Services not provided and not refunding

Hi,

I have bought 2 vouchers from Virgin balloon and on 2 different occasions the flight was cancelled in past 3 months. On both the weekends I have to cancel my plans and it ended with nothing along with an upset partner.

They wouldn't refund you the money and the reason for cancellation is bad weather which you can't verify at all that it was due to flight or they have sold you places to some other at premium rates or for any other reason. Horrible experience without going on flight. And every time you have to wait for 1 month to get the flight book.

I would strongly discourage to buy from VIRGIN.

Muhammad

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4:54 pm EDT

Virgin Balloon Flights Non-refundable tickets

I booked two vouchers for me and my girlfriend and booked a weekend that we had time free together but on the day the flight was cancelled. I work alot and never know when I will have a day off so waiting around and bookings days off is really difficult. I tried to refund the tickets but Virgin told me that it was not possible and i have to wait for 5 cancellations before I can get a refund. but previously i did get an email from a BROGAN TAYLOR to call and get refund straight onto my card

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Lynsay Symcox @ Virgin Balloon Flights
Telford, GB
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Jul 10, 2012 9:07 am EDT

It is a shame to hear that you are finding it hard to book your balloon flight around your work commitments. If your vouchers are refundable then it will clearly state in the terms and conditions that you will have to experience a number of cancellations before you can claim a refund. However, if you have been advised differently by one of our customer service agents by email then we will indeed look into this. Please feel free to contact me directly with the details if this is something that has still not been organised for you.

Kind Regards
Lynsay Peake
Head of Customer Service
Virgin Balloon Flights

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12:34 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Purchased 3 Virgin Balloon Flight tickets at a cost of £465.00 nearly two years ago.These flights have been cancelled on 5 seperate occaissions by the company. A refund has been requested but ignored by the company.All emails & phone calls not acted on.

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Overview of Virgin Balloon Flights complaint handling

Virgin Balloon Flights reviews first appeared on Complaints Board on Oct 29, 2009. The latest review Virgin Ballon Flights was posted on Sep 27, 2023. The latest complaint Rip off company was resolved on Oct 29, 2009. Virgin Balloon Flights has an average consumer rating of 1 stars from 15 reviews. Virgin Balloon Flights has resolved 1 complaints.
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  1. Virgin Balloon Flights Contacts

  2. Virgin Balloon Flights phone numbers
    +44 195 221 2750
    +44 195 221 2750
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  3. Virgin Balloon Flights emails
  4. Virgin Balloon Flights address
    Jesson House, Stafford Court, Telford, England, Shropshire, TF33BD, United Kingdom
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