€900 for a VIP experience — promised service not delivered, then they stopped responding
We paid €900 for a private VIP hot-air balloon experience for two people with Marrakech By Air. Before the flight, Sara explicitly confirmed in writing that breakfast in the basket was included.
Unfortunately, the experience did not match what we paid for.
There was no proper meet-and-greet at the initial pickup, our balloon arrived after other guests had already launched, and, most importantly, the promised breakfast in the basket was not provided at all.
After our complaint, we were told that wind/weather conditions were the reason. We understand that safety comes first. However, if an important part of a €900 VIP experience cannot be provided, we expect a reasonable refund or compensation.
Instead, after we raised the issue and requested a solution, Marrakech By Air stopped responding to our emails.
This is especially disappointing because this was supposed to be a premium private experience, and the breakfast was not something we assumed — it was specifically confirmed to us in writing before the flight.
We have kept the correspondence confirming what was promised.
For €900, we expected professional organization, communication and customer service. Unfortunately, we received none of these when something went wrong.
Think twice before paying for the VIP package, and make sure you understand exactly what happens if the promised services are not delivered.
事業者からの返答
Dear Guest,
We would like to clarify several important points regarding your booking.
The initial offer discussed with you was €1,100 for a private balloon flight including breakfast served on board. Following further communication, you received a reduced rate, and the final agreed price was €900 for the private balloon flight.
Although breakfast on board was no longer part of the package you paid for, our team still intended to provide it for you during the flight as a gesture of service.
Unfortunately, on the morning of the flight, the wind conditions did not allow the pilot to safely take and serve the breakfast in the basket. In hot-air ballooning, the pilot has full responsibility for the safety of the flight, and operational decisions may need to be adapted according to the actual conditions on the day.
The breakfast was not cancelled or withheld. It was provided to you in full after the flight instead. Whether the breakfast is served during the flight or immediately afterwards does not change the price of the private balloon flight.
We have already explained these circumstances to you several times by email. After repeatedly providing the same clarification, we informed you that we considered the matter fully addressed and that the case would therefore be closed.
We regret that you remain dissatisfied, but we do not believe it is accurate to state that you paid €900 for a package that included a guaranteed breakfast in the basket, or that the breakfast was not provided at all.
Your private flight was operated, the breakfast was provided after landing, and the change in the timing of the breakfast was made solely because of the wind conditions and the pilot’s safety decision.
Kind regards,
Marrakech By Air
F
fally-sylla
May 13, 2026 · via Tripadvisor
Unforgettable experience.
Magnificent experience! An incredible flight, an exceptional view, a top-notch breakfast, and memories to cherish.
4
478dashap
December 24, 2025 · via Tripadvisor
Stay away - not as advertised
The staff members were polite and helpful, but tour isn’t as advertised. We paid for breakfast on the balloon and they did not give us breakfast. We were also promised a camel ride and it was cancelled. When we asked for a refund, they only offered to refund 5% of the total. Stay away from this service!
H
Happiness17267126719
May 30, 2025 · via Tripadvisor
Exceptional 😁
A crazy experience, our pilot Yanis was at the top. Thank you By air Marrakech for your professionalism❤️ bravo 🙏
M
Mohamad A
May 7, 2025 · via Tripadvisor
Balloon flight in the early morning between the clouds and watching the beautiful sunrise, don’t miss this amazing view
I was super excited about to had a breakfast high in the sky and watch the sun rise, it was amazing experience and the staff was so friendly and helpful, special thanks to the amazing Captain Ms. Elina for the great atmosphere and Mr. Waleed for the management team and managing all the things.
Super suggested to go with them 👏🏻👍🏻
M
Marvin S
March 21, 2025 · via Tripadvisor
JUST STUNNING!
10/10✨An incredible experience with Marrakech by Air! The hot air balloon flight was breathtaking, the views spectacular and the breakfast delicious. Highly recommended – an unforgettable adventure!”
J
jwang00141
December 29, 2024 · via Viator
Good But Not Good
The overall experience was still quite good. However, one of the key highlights we had booked for—having breakfast in the air—was not possible due to strong winds. That said, the private hot air balloon ride was much more comfortable than a crowded group one. Most of the three stars here are for the pilot, who was very kind and welcoming, and for the perfect sunrise we were able to witness.
That being said, I believe we should have been informed in advance if having breakfast in the air was not feasible for that day. Instead, we were woken up at around 5 a.m. and only told upon arrival that the strong winds would prevent us from enjoying breakfast in the air. A significant part of the high cost of this experience is tied to the promise of having breakfast in the air. Since there were six of us, and we were already there, we had no choice but to go ahead with it, even though everyone was very tired.
事業者からの返答
Dear,
Thank you for sharing your feedback about your recent experience with us. We truly appreciate your kind words about the private balloon ride, our pilot, and the stunning sunrise you were able to witness.
I’d like to address your concerns regarding the breakfast in the air. Unfortunately, due to the strong winds that morning, it was not possible to serve breakfast on board the balloon. As you observed, safety is our absolute priority, and we make these decisions to ensure the wellbeing of our passengers and crew. For the past 19 years of operating in Marrakesh, this commitment to safety has always guided our choices.
I understand how disappointing it must have been to miss that part of the experience, especially as it was something you were looking forward to. As mentioned in the confirmation email, the price for the package remains the same whether the breakfast is served on board or in a Berber tent after the flight.
Your feedback is invaluable to us,
Thank you again for choosing us for your hot air balloon experience. We hope to welcome you again someday and provide an even more enjoyable flight.
Best regards,
Wafia
R
Ruby_H
December 24, 2024 · via Viator
Horrible experience.
We had a very awful experience today. First of all, the breakfast was not served on the ballon. We paid the premium for that service and it was not delivered as expected. Second, when we landed, there was a horrific incident. The next round of customers was let in the ballon without we getting out first. Because of wind, we tumbled back and forth in the carrier for more than 15 mins, causing injuries, there were blood on my daughters down jacket and her cell phone was cracked.
事業者からの返答
Dear , Thank you for sharing your feedback. We value all our customers’ experiences and would like to address the concerns you raised in your review. First, we want to clarify that no accident occurred during your flight. If such an incident had happened, it would have been reported on-site, which was not the case. All our passengers were happy at the time, and no complaints were made. Regarding breakfast, we indeed could not serve it on board due to strong winds, which made it unsafe. Safety is always our top priority, and we had to make this decision for the well-being of everyone. As mentioned in our communication with you, breakfast is included in the package, whether served on board or after the flight, and there is no price difference for this. You booked a private basket, which comes at a higher price than a shared basket, and you were fully informed of this before confirming your reservation. Your claims about injuries and other incidents during landing are unfounded. Standard procedures, such as passengers exiting and entering the basket, were followed, and no issues were reported on the day of the flight. Furthermore, your statement about injuries, blood stains, and a cracked phone contradicts the feedback we received on-site and the positive demeanor of the group. Lastly, it is important to note that you emailed us threatening to leave a negative review unless we provided a 50% refund. This approach is unfair and does not reflect the service provided. You have also written two identical reviews, which further misrepresents the situation. We have been operating in Marrakesh for 19 years with a 100% safety record. Customer satisfaction and safety are at the core of our operations, and we take such false claims seriously. Thank you for understanding, and we hope this clarifies the situation. Best regards,
R
rubyh556
December 24, 2024 · via Tripadvisor
Terrible Experience
Total nightmare, We had a very awful experience today. First of all, breakfast was NOT served on the ballon. Pilot said it was too windy which we understand. However when we asked for partial refund, nobody came forward. Second, when we landed, there was a horrific incident. The next round of customers was let in the ballon without we getting out first. And then because of wind, we tumbled back and forth in the carrier for more than 15 minutes, causing injuries, blood got on to my daughters down jacket and cracked the phone from the tumbling. We paid $1,500.00 for 3 people and the service was not delivered as expected.
1人が参考になったと回答
事業者からの返答
Dear ,
Thank you for sharing your feedback. We value all our customers’ experiences and would like to address the concerns you raised in your review.
First, we want to clarify that no accident occurred during your flight. If such an incident had happened, it would have been reported on-site, which was not the case. All our passengers were happy at the time, and no complaints were made.
Regarding breakfast, we indeed could not serve it on board due to strong winds, which made it unsafe. Safety is always our top priority, and we had to make this decision for the well-being of everyone. As mentioned in our communication with you, breakfast is included in the package, whether served on board or after the flight, and there is no price difference for this.
You booked a private basket, which comes at a higher price than a shared basket, and you were fully informed of this before confirming your reservation.
Your claims about injuries and other incidents during landing are unfounded. Standard procedures, such as passengers exiting and entering the basket, were followed, and no issues were reported on the day of the flight. Furthermore, your statement about injuries, blood stains, and a cracked phone contradicts the feedback we received on-site and the positive demeanor of the group.
Lastly, it is important to note that you emailed us threatening to leave a negative review unless we provided a 50% refund. This approach is unfair and does not reflect the service provided. You have also written two identical reviews, which further misrepresents the situation.
We have been operating in Marrakesh for 19 years with a 100% safety record. Customer satisfaction and safety are at the core of our operations, and we take such false claims seriously.
Thank you for understanding, and we hope this clarifies the situation.
Best regards,
P
Paradise621255
September 26, 2024 · via Tripadvisor
Fantastic Company!
The tour operator we booked with didn’t show so when our friends were picked up a half an hour later by Marrakech by Air, we asked if they had space. They immediately accommodated us. The owner and his driver drove us to the balloon. But for them we would have missed a chance to experience the hot air balloon ride. They went above and beyond and I highly recommend them!
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