Company Details

My question was very easily dealt with by Liz very helpful indeed thanks

Lynn Mackleston, who is part of the customer service team, really went above and beyond today in helping me out today. Her help, professionalism, knowledge and friendliness really set her apart from any other customer service operator I have dealt with either at Virgin or at any other company too!! Lynn is a real credit to the company

Shaun did a great job, meeting our needs and beyond

I bought these vouchers for my mother’s 70th birthday as she has always wanted to go up in a balloon. This was in 2022 they have booked about 10 times to go on the flight but each time it was cancelled. She is now 73. Now I know they can’t help the weather but I think they should make a lot more flights available and maybe one day they will get to go. When a flight is cancelled they should be contacted and rebooked straight away. Sorry but it is becoming more hassle than what it’s worth!

Lucy was fantastic and resolved my query quickly. Thanks!

I contacted Lynn from the Customer Service Team as soon as I realised my Balloon flying vouchers had expired unfortunately, the week before. I had been trying to experience a Balloon flight for my friend and I for several years, but we had been unlucky with weather conditions and not been able to fly. Lynn very kindly arranged for our vouchers to be extended for another 6 months. Her quick heart-warming response was such a relief. Now, fingers crossed for a 2025 Balloon flight!

I was so impressed with Lynn Mackleston - Customer Service Team - who advised and extended my Balloon Flight tickets after I misunderstood the cancellation rules. Thank you and I am looking forward to booking a future flight.

Amazing service from Jean Timor! Thank you!!

The customer service team are super helpful. I have had quite a few queries which have all been dealt with efficiently and in a timely manor.

Very prompt helpful response to my query

Liz was brilliant and responded to my query and sorted it within a few minutes of my originally sending the email

Quick response and great customer service

We are trying to fly since 2021 and have booked around 12 or probably more different dates since then which have all been cancelled. When we received the voucher it had been stated that if the flight has been cancelled by them seven or more times then I could get a full refund. Every single cancellation was by them so I should be able to get refunded as this by now has simply become an absolute annoyance trying to book over and over, but Virgin refuses to refund as they say when they took over the original balloon company they didn't take over their refund promises. It is getting so ridiculous and Virgin have been incredibly unhelpful. Don't book with them!!

Fantastic service from Lynn as always. It’s a shame more companies aren’t as efficient!

Lynn, the customer service representative I worked with, went above and beyond to accommodate my requests and provide all the information about the experience. She was extremely helpful, and it made me feel comfortable and great to be able to ride a hot air balloon through this company.

Liz was very helpful - great customer service.

I have unused vouchers for a "bucket list" flight with my wife who had terminal cancer. The terminal condition overtook us, so I requested a refund. It's been swiftly sent for processing, and indeed repaid. Happy customer.

Terrible dont waste your money. I purchased two tickets 5 years ago this October for my husbands 50th Birthday. Covid hit and instead of a refund they extended the expiry date, great at the time. As our local launch site is always fully booked we have had to look further away. 5 weather cancellations later, plus wasted holiday days, hotel expenses, excess miles travelled and countless hours wasted emailing customer service trying to get a resolution, we are no closer to getting to experience this apparent experience. You only find out the flights been cancelled at 11pm the night before. This whole experience is exhausting. Virgin Balloons hide behind their terms and conditions and have little to no empathy for the disappointment and inconvenience that has been caused to their customers. If i knew what i know now, i would of had a weekend in Spain instead of wasting our time and spare time on this frustrating, mentally draining and utter ridiculous company.

I had some questions, and the support team was very helpful, explained everything clearly. Really appreciate their service!

Absolutely wonderful service. My issue was listened to and addressed quickly. I had the solution I was after.