Air Venture Balloon Safari

Good Day,

Okay let me let you know how it went.

Air Ventures Balloon Safaris Booked for a Birthday ride for my husband from Net florist which I had received two tickets dated 25/08/2018.

It all started the day we took the ride when we had received a car problem on our way there and had contacted them (Jana) who was our contact person for this reservation. So due to us having car trouble we were not able to arrive at the venue. Which they had stated the following day that we are not entitled to going ahead with this ride in the future so I would lose all payment made to them and they had advised the in there T&C if you don't arrive it is nonrefundable but as we advised that we had car trouble it was out of our hands and then they came to terms and advised that we will be put on a waiting list to see where we can fit in.

So we were thankful and very understanding, as this took time to find out when we will be able to attend and i had about twice a month sent SMS messages to Jana finding out where we stand and each time it was always you on the waiting list this went on for a year and then at one stage we were contacted to say they had a space for us which we could not attend (which should have been discussed way in advance so that we were well aware of this and which date they are referring to so that we can fit in)

With advising them this they were not to happy about it but as we had discussed there situation to them we made them understand that it is not our fault again and once again they had advised that they will put us still on the waiting list and now that went on for a further two years were I had still contacted them, still SMS them for updates and their response was always you are on the waiting list and we will see where we can fit you in.

On my last follow up I requested that I speak to the manager in charged and instead they gave me the directors contact details to attend to this matter and therefore I had contacted him directly and he came about the fact with the story I had just explained and I advised that after so many years how can he all of a sudden use this story as an excuse that we can not have a ride as well and a refund will not be done.

He mentioned again that they will see what they can do but not promise and once again waiting list so this took place in 2020 and on my follow up with the director I had sent him an email to see when we can expect to take a ride once again and his reply to my email was totally unexceptable.

Reply from Director?

Dear Shirley,

Hope you are well. Thank you for your mail.

With regards to your booking, and as per our telephonic conversation, a non-arrival for a flight, as per our terms and conditions, is a full cancellation fee. In good faith, we agreed to assist you with another booking at short notice, which we have tried to confirm with you on two occasions, and on both occasions you have not taken up the offer. We have been more than accommodating in trying to rebook your flight when we have had no obligation to. Availability for free space on our balloons is scarce, especially now coming out of lockdown.

Should you wish to confirm a date with us, please feel free to contact the office, and they will gladly quote you accordingly, and assist with getting you booked onto a flight.

I hope this meets with your understanding.

All the best.

Kind Regards,

Adam Fillmore

Director

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www.okavangoballooning.com | www.chobeballoonsafaris.com | www.air-ventures.co.za

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So as you can see they are well aware of assisting but only when it suits them it has come back to there T&C where we don't fit in all of a sudden, where we had not been advised on there T&C at any time only in the last year of following up with them. Where we found it not to be in place after all that we had waited patiently for so many years.

Please can you see what you can do in assisting in actually having us be able to catch this ride.