It always is painful to read a bad review. We take great pride in providing safe, fun and educational hot air balloon rides. I've been flying since 1987 and it is my passion. The only part of this review that is accurate is that the reviewer purchased a shared basket ride. Everything else in this review is fiction, including the number of passengers and the behaviors of passengers and staff. The group she is referring to is a party of 8 high school students and their chaperone, celebrating just graduating from high school. They had not been drinking, were very well behaved and we had a special request to provide separate non-alcohol options for their flight. The reviewer left our meeting site after checking in with us without explanation. Although we've tried to resolve the dispute with the customer privately after the fact, we are at an impasse. The essence of this dispute is the customer wanted a semi-private or private basket flight at the discounted cost of our shared basket promotion. We offer all three options, but the customer purchased our cheapest promotion. Think of it as a coach class, versus business class versus first class on an airline. Customers don't get to select who or how many they share the basket with on our shared basket experience. We fly daily in Del Mar over the communities of Rancho Santa Fe, Fairbanks Ranch, Del Mar and Carmel Valley. We were sold out for that balloon flight with 16 scheduled and could have easily resold the reviewer's two spots to other guests had we been given sufficient notice. We stand by our cancellation or change policy as noted on our website and in the email confirmation sent to all clients.