Dear Marc,
Thank you for sharing your opinion with us. Please let me explain the situation in detail.
1. Weather
There was rain 3 days before the flight but the weather forecasts were very good for the next few days. So we encouraged you to take the flight. Secondly, we offered you wine and champagne before the flight - for you and your family (meaning your wife, not your kids).
2. Cancellation policy and payment
The cancelation policy you are referring to is not the one you received from us. You took the one from the website as if you were buying the full package online and paying for it the full price upfront.
Whereas you paid only a deposit by card which was around 30% of the total price. Besides, you received a promotional price, a 15% discount off the official price for a longer than usual flight. It is the standard policy worldwide that when you get an important discount it is usually a final price and thus non-refundable.
We also asked you to pay in cash at the heliport, as they had a terminal failure at that time. Finally, they managed to fix it but there was a risk of being unable to accept the card payment. Therefore, we asked you to pay the remaining amount in cash at the airport.
3. Car transfer
Private, chauffeured services are always more expensive than Uber.
All in all, you had a flight with great weather conditions and wonderful views, I hope you were able to enjoy it!
Kind regards,
