If you ever do a balloon ride over the maasai mara it is simply breathtaking. But the day you are supposed to do and have had it booked for 11 months and you get up at 3.30am to do it and no one turns up to collect you ,don't bother contacting Viator because they won't be interested. So needless to say won't be using them again. A business man once said to me "we don't have problems, just solutions". Viator take heed
Dear Martin, Thank you for sharing your feedback. We sincerely apologize for the frustration and disappointment you experienced on the originally scheduled morning of your balloon flight. We fully understand how upsetting it must have been to wake up at 3:30 AM after having the experience booked well in advance, only to find that the scheduled pickup could not take place. On that particular morning, we encountered unexpected operational issues on the ground which made it impossible for the balloon experience to proceed as originally scheduled. We sincerely regret the inconvenience this caused. However, once we became aware of the situation, we worked to find a solution and were able to rearrange the balloon flight for the following day, allowing you to still experience the breathtaking Maasai Mara from the air. We appreciate that this was not the way you expected the experience to begin, and we are sorry for the stress and disappointment caused. At the same time, we are pleased that we were able to find an alternative and ensure that the balloon experience ultimately went ahead. We take your feedback seriously and will continue working closely with our activity partners to improve communication and coordination, particularly for early-morning activities where reliable pickup arrangements are essential. Thank you again for your feedback, and we hope that despite the initial inconvenience, the balloon flight itself provided you with the unforgettable experience that the Maasai Mara is famous for.
