Customer service review. Just a little note to thank Natalie Rowlands for her support regarding extending our vouchers for our hot air balloon ride. We’ve been trying to take flight for the last... Ver mais
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Due to health issues we have been unable to book our flight within the allocated time. After explaining this to Louise they were so helpful and have extended the booking period until after my operatio... Ver mais
The customer service team have been excellent. So nice to deal with actual people who use common sense and have a practical approach. After several ballon flight cancellations I was offered a refund o... Ver mais
A empresa respondeu
THANK YOU VIRGIN BALLON FLIGHTS Nat T was just wonderful at helping me today - thank you Nat! She helped to resolve my somewhat complex problem with ease, and had lovely manner which made me fee... Ver mais
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Informações sobre a empresa
Escrito pela empresa
Virgin Balloon Flights is the largest commercial hot air balloon rides company in the UK and has been taking passengers up, up and away on the airborne experience of a lifetime since 1994.
Informações de contacto
Jesson House, TF3 3BD, Telford, Shropshire, Reino Unido
- 01952 212750
- customerservice@virginballoonflights.co.uk
- www.virginballoonflights.co.uk
4,6
Excelente
5 mil opiniões
Respondeu a 98% das suas opiniões negativas
Geralmente responde dentro de uma semana
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Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Top notch customer service
Due to health issues we have been unable to book our flight within the allocated time. After explaining this to Louise they were so helpful and have extended the booking period until after my operation. It’s the personal touch that makes all the difference. Thank you
19 de março de 2026
Opinião espontânea
Booking process very frustrating
We were really looking forward to this experience, but unfortunately found the booking process very frustrating.
Our original flight was cancelled due to weather, which we fully understand. However, rebooking has been extremely difficult. Dates are released on a rolling basis, while vouchers have fixed expiry dates.
This combination makes it hard to plan ahead and, in practice, limits your ability to book dates that actually work. We ended up paying for extensions, only to find that suitable dates still weren’t available.
When we contacted customer services, availability technically existed, but only for a very limited number of dates that didn’t work for us. Requests for a further extension or refund were declined.
Overall, the experience feels like the service is technically available, but not always realistically accessible — which is disappointing given the cost and anticipation involved.
20 de março de 2026
Opinião espontânea
Customer service
The customer service team have been excellent. So nice to deal with actual people who use common sense and have a practical approach. After several ballon flight cancellations I was offered a refund or extension to voucher. Excellent communication, timely and really helpful.
13 de março de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Alison,
Ahh this is such a lovely review to read, thank you so much for taking the time to share it!
We completely understand how frustrating multiple weather cancellations can be, so we're really pleased to hear the team were able to support you with clear options and keep everything simple and stress-free along the way. That’s exactly the experience we want every customer to have.
We can’t wait to get you up in the air soon for the experience you’ve been waiting for! If there’s anything at all you need in the meantime, just give us a shout, we’re always here to help.
Best wishes,
The Virgin Balloon Flights Team 🎈
Customer service review.
Customer service review.
Just a little note to thank Natalie Rowlands for her support regarding extending our vouchers for our hot air balloon ride.
We’ve been trying to take flight for the last 3 years but weather stopped play initially and more recently breast cancer 😞
Now that treatment is complete we are very much looking forward to celebrating this (and a very belated 40th birthday!) but we didn’t want our vouchers to expire before we could do so!
I explained this via email and the response I received from Natalie literally brought tears to my eyes, kind, caring and supportive..it meant a lot to our friendship group so thank you!
We hope to celebrate in style soon..thank you!
18 de março de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Amy,
Wow…what a journey you’ve all been on 💛
From weather setbacks to something as life-changing as breast cancer, it really puts into perspective just how special this upcoming flight is going to be.
We're absolutely delighted to hear how much Natalie’s support meant to you and we'll make sure your lovely words are shared with Natalie. It will mean the world to her.
Thank you so much for taking the time to share this, it genuinely means a lot to us all.
We’ll be keeping everything crossed for perfect flying weather so you can celebrate in the most unforgettable way. Here’s to an incredible flight and a moment you’ll cherish forever 🥂🎈
Warmest wishes,
The Virgin Balloon Flights Team 💛
Fantastic customer service
Fantastic customer service. So helpful, flexible and thoughtful, thank you Lynn!
18 de março de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Laura,
Ah, this is just lovely to read and thank you so much for taking the time to share it!
We’re absolutely thrilled to hear you had such a positive experience. Lynn will be over the moon to know her help made such a difference. She really does pride herself on going the extra mile!
Your kind words about being helpful, flexible, and thoughtful mean the world to us, and it’s exactly the kind of experience we always aim to deliver.
If there’s ever anything more we can do for you, we’re always here and ready to help.
Warmest wishes,
The Virgin Balloon Flights Team 🎈
customer service
i wanted to upgrade my booking and found the quick response and detailed explanation very helpful.
very professional
18 de março de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi David,
Thank you so much for taking the time to share this, it really does mean the world to us!
We’re absolutely delighted to hear that you found the upgrade process smooth and the response both quick and helpful. Making things clear, simple, and stress-free is exactly what we aim for, so it’s fantastic to know we hit the mark for you.
We'll be sure to pass your lovely feedback on to the team, it will make their day!
If there’s anything else we can do for you as you get ready for your flight, we’re always here and happy to help.
Warmest wishes,
The Virgin Balloon Flights Team
My customer service agent was really helpful.
My customer service agent, Jean, was really friendly and super helpful. She reactivated my expired vouchers, which I was then able to extend.
12 de março de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Jenny,
Thank you so much for taking the time to share this wonderful feedback!
We're absolutely delighted to hear that Jean was able to help you and get everything sorted with your vouchers. She really does go the extra mile for our customers, so it’s fantastic to know her friendly and helpful approach made such a positive difference to your experience.
We have passed your kind words on to her and she wanted us to express her gratitude to you for taking the time to leave this lovely review. It's really made her day! :)
We hope you now have a lovely balloon adventure to look forward to, and we can’t wait to welcome you on board for your flight when the time comes!
Warmest wishes,
The Virgin Balloon Flights Team 🎈
Helpful Virgin Balloon Flights
Responses to my queries were dealt with promptly and efficiently to my complete satisfaction
9 de março de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi David,
Thank you so much for your kind feedback!
We’re absolutely delighted to hear this. Providing a smooth and enjoyable customer experience is always our goal, so it really means a lot to know we’ve delivered that for you.
Your feedback will be shared with the team and they’ll be thrilled to know their efforts made a difference!
If there’s ever anything else we can help you with, please don’t hesitate to get in touch. We’re always here and happy to help.
Warmest wishes,
The Virgin Balloon Flights Team 🎈
The support staff were really helpful
The support staff were really helpful in finding a solution to my problem and acting on it.Wonderful customer service.
27 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Eric,
Thank you so much for your kind words! We’re absolutely delighted to hear that our team were able to help find a solution and assist you along the way.
Providing helpful, friendly service is something we’re incredibly passionate about, so it really means a lot to know that your experience reflected this.
If there’s ever anything else we can help with in the future, please don’t hesitate to get in touch. We’d always be delighted to assist.
Warmest wishes,
The Virgin Balloon Flights Team :)
lucy listened to me and appreciated the…
lucy listened to me and appreciated the difficulties i was having, taking time to resolve my query. She was very, polite, patient and professional.
25 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Theressa,
This is absolutely lovely to read! Thank you so much for taking the time to share this.
We're so glad that Lucy made you feel heard and supported and it’s wonderful to hear she showed patience, professionalism and genuine care while resolving your query.
I’ll make sure your kind words are passed straight on to Lucy. Feedback like this really does brighten our team’s day and reminds us why we love what we do 🎈
If there’s ever anything more we can help with, we’re always here and ready to help.
Thank you again!
The Virgin Balloon Flights Team
Excellent Customer Service
We have yet to fly after 3 cancellations due to inclement weather last year and had 6 months to re-book our flight by Feb 17th this year. Due to an oversight on my part I believed I had until the end of February. On Feb20th I discovered to my horror that we were too late, our vouchers had expired, we were devasted as this was a wedding gift from my children. I thought my only chance was to email customer services to explain our situation in the hope that they would understand our sad situation. We had to wait until the Monday as I contacted them on the Friday and to our absolute delight Lynn gave us the fabulous news that if we re-booked that day our vouchers would be saved .
We cant thank you enough for being so understanding , what great customer service! Our flight is now booked up for the end of March, cant wait, thank you again.
20 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Julie,
Firstly, thank you so much for sharing this.
Three weather cancellations is always frustrating (British skies do like to test us!), and then realising the voucher had just slipped past the expiry date must have been such a sinking feeling. We completely understand that moment of panic and especially when something so special feels like it might be lost.
We’re absolutely thrilled that Lynn was able to step in and help save the day for you. That’s exactly what we’re here for :)
The end of March will be here before you know it and after three cancellations, we’re keeping everything crossed for calm winds and clear skies for you! When you finally lift off, we hope it feels even more special knowing what it took to get there.
If you have any questions before your flight, or just want to share your excitement as the date approaches, we’re right here.
Warmest wishes,
The Virgin Balloon Flights Team
had an issue with my voucher date…
had an issue with my voucher date expiring spoke to Lynn see straight away sorted the issue out with no fuss at all.
18 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Anton,
Thank you so much for taking the time to share your experience, it truly means the world to us.
We’re so pleased to hear that Lynn was able to jump in and get everything sorted straight away, with no fuss.
Voucher expiry dates can sometimes cause a little worry, so knowing it was resolved quickly and easily is brilliant to hear.
If there’s ever anything at all you need whether it’s booking advice, flight info, or just a little reassurance before your big day then we’re always here and ready to help.
Warmest wishes,
The Virgin Balloon Flights Team 🎈
Balloon flights transferred from one…
Balloon flights transferred from one organisation to Virgin and already the customer service experience has been 1st class compared to the original company - thanks Lynn! Have been waiting for 2 years to get a successful flight so feeling optimistic about the transfer to Virgin.
18 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Michael,
What a lovely review to read, thank you so much for sharing this!
We’re absolutely delighted to hear that your experience since transferring to Virgin Balloon Flights has felt like such a positive change and we’ll make sure Lynn gets the recognition she deserves! She’ll be over the moon!
If there’s anything at all you need in the meantime, we’re more than happy to help!
The Virgin Balloon Flights Team 🎈
Swift and efficient
I raised a query and Lynn was able to deal with it swiftly and efficiently
18 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Ian,
Thank you so much for taking the time to share this.
We’re thrilled that Lynn was able to resolve your query swiftly and efficiently.
We'll make sure your lovely feedback is passed straight on to her, it will mean the world to know her support made a difference.
If there’s ever anything else you need, we’re always here and ready to help.
Here’s to an amazing experience ahead!
The Virgin Balloons Flight Team 🎈
Awful company
Awful company, do not use.
Booked multiple trips, always cancelled. Then voided tickets as no suitable flights were available within the 6 months they give you
18 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi there,
We’re really sorry to read this.
Unfortunately, Ballooning is one of the most weather-dependent activities in the UK, and while cancellations are always made with passenger safety as the absolute priority, we completely understand how disappointing repeated cancellations can feel for you as the customer.
Just to reassure you, vouchers aren’t voided simply because flights are unavailable. When a flight is cancelled due to weather, the vouchers are automatically extended by six months free of charge giving you plenty of time to re-book again.
A new booking must be made within each six-month extension period and before the 'Book By' date on your vouchers to keep them active. Even if that next flight is later cancelled again, the validity continues to roll forward.
You mention that there were no suitable flights within a 6 month period, however we do release new flight dates every single week in batches throughout the flying season. Even during the winter when we're not flying, we then pre-release dates for the beginning of the next flying season, which you should have been able to do during the validity of your flight vouchers.
Please would you contact our Customer Service Team directly at customerservice@virginballoonflights.co.uk with your voucher numbers and security codes and we'll be more than happy to look into the history of your account, if we haven't done so already.
We look forward to hearing from you.
The Virgin Balloon Flights Team 🎈
Lynn M was super helpful an had a very…
Lynn M was super helpful an had a very friendly manner
16 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Alyson,
Thank you for your lovely review 🎈
We’ll be sure to pass your lovely words straight on to Lynn! She truly is a superstar, and it means the world to her (and to us!) when customers recognise the care and friendliness she brings to every conversation.
If there’s ever anything else we can help you with, whether it’s booking your flight, choosing a launch site, or just a quick question, we’re always here and ready to help make your experience unforgettable.
Here’s to blue skies and brilliant adventures ahead!
The Virgin Balloon Flights Team
made me feel valued.
polite, on point communication, made me feel valued.
12 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Joginder,
Ahh, that’s absolutely wonderful to hear, thank you so much!
We genuinely love knowing that you felt valued and well looked after. That’s exactly the experience we aim to create every single time.
We’re always here and more than happy to help.
Warmest wishes,
The Virgin Balloon Flights Team 🎈
Customer Service at it's Best
I emailed Virgin Balloon Flights with a query regarding wheelchair access Balloon flights. I received a prompt reply from Ravi at the customer service team. I have to say despite not supplying wheelchair access flights themselves Ravi replied to my email empathetically and recommended another company who specialise in this type of Balloon Flight which was very much appreciated. There are so many negative reviews about a companies customer service (many of which are fully justified) it is so heart warming to be able to give a review recognising Ravi for going above and beyond the normal levels of customer service. Thank you Ravi.
4 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Chris,
This is absolutely lovely to read and thank you so much for taking the time to share it 💖
We're genuinely delighted that Ravi was able to support you in such a thoughtful and human way. Even when we’re not able to offer a suitable flight ourselves, it means a lot to us that he took the time to respond with empathy, understanding, and a helpful alternative rather than a simple “no”. That really is what going above and beyond looks like.
Thank you again for sharing this and for recognising the compassion behind the response. If there’s ever anything else we can help with, please don’t hesitate to reach out, we’re always here for you.
Warmest wishes,
The Virgin Balloon Flights Team
Lynn was so helpful with my booking and…
Lynn was so helpful with my booking and totally exceeded my expectations
4 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Gary,
That’s absolutely lovely to read! Thank you so much for taking the time to share this 🎈
We’re thrilled that Lynn was able to help with your booking and go above and beyond for you. She's a real gem here at VBF HQ!
Wishing you the most magical experience when you take to the skies!
Warmest wishes,
The Virgin Balloon Flights Team
Liz was really helpful & solved my…
Liz was really helpful & solved my problem really quickly putting my mind at ease.
Thanks Liz
5 de fevereiro de 2026
Opinião espontânea
Resposta da Virgin Balloon Flights
Hi Vivienne,
Ahh, this is lovely to read 💛
Thank you so much for taking the time to share this feedback. We’ll be sure to pass your kind words on to Liz. She’ll be absolutely chuffed to know she was able to sort things so quickly and put your mind at ease.
If there’s anything else we can help with at all, you know where we are. We’re always happy to help 🎈
Warmest wishes,
The Virgin Balloon Flights Team
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