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Merlin Balloon Flights

Ashford, United Kingdom
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About Merlin Balloon Flights
Merlin Balloons operates luxury Champagne balloon flights in Kent and East Sussex. Ballooning packages are suitable for any occasion, from a birthday, anniversary or a retirement gift to a Christmas present.
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Merlin Balloon Flights
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MCBennett1104 wrote a review May 2016
Folkestone, United Kingdom15 contributions4 helpful votes
I recently emailed Merlin Balloons asking for some more dates to book our flight, as our booking last weekend was cancelled yet again. I have to say that after 5 cancellations and nearly one year later after the original booking I am very disappointed with the service provided. I understand that flights are determined by the weather and yes there has been a couple of days where we agree that it wouldn't have been possible to fly, however last weekend I phoned slightly early on the Saturday afternoon to find out if our flight was to go ahead and listened to the Friday message that was still there telling me that the flight will be going ahead on the Friday. But later that afternoon when I called again, the Saturday message relayed that due to 'windy conditions' the flight would not be going ahead that day? I am puzzled as to how they came to this decision as we could not see or notice any difference in the weather from the Friday night through to the Saturday night, as far as we were concerned it was exactly the same and there was no wind at all. Is it simply that they 'can't be bothered' if they haven't got enough people to fill up the basket they won't bother taking anyone up at all. Having this gift for my 40th birthday meant so much to me and felt such a special thing to experience, I was so looking forward to it. But now all I feel is disappointment and not excited at all, as I'm fed up of keep getting let down. It doesn't feel like a nice birthday treat at all now. Every booking we have, we have to re-arrange other appointments and commitments which have lost us money, just to wait and see if these flights are to go ahead. Every booking that we do then get, we don't look forward to as we know it can present to be the most perfect day weather wise but still it will probably not go ahead. Merlin Balloons made NO attempt to apologise or offer any form of reassurance from their part, they made no effort to keep our custom. They simply refunded our money back minus £70 admin fee which we DID NOT request! Feel completely let down by this company and have missed out on a special once in a lifetime experience. Another email was sent to re-claim the admin fee as we did not ask for any refund at all. They did refund most of it back to us however yet again no apology was offered. Would not recommend this company to book a balloon flight, all you will get is let down time after time.
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Date of experience: May 2016
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