Hot Air Balloon Flight + Breakfast at La Gruta + Pick Up in CDMX or We Fly

Hello, We are sorry that your experience did not meet your expectations, and we understand how disappointing it must have been for your husband not to be able to participate in the flight. However, the safety of our passengers is and will always be our highest priority. In this particular case, it is important to clarify that the decision not to allow your husband to fly was made by the pilot because he arrived on the day of the activity with a recent knee injury and using a cane. His condition prevented him from getting in and out of the balloon basket independently and could have posed a risk to his physical safety during the operation. When your reservation was made, our service policies and restrictions were provided, including the physical and mobility requirements necessary to safely participate in a hot air balloon flight. Our policies also state that date changes without a penalty must be requested at least 72 hours in advance. In your case, the request to postpone the flight was made less than 24 hours before the scheduled activity, which meant that the applicable rescheduling fee was required. This was not an attempt to charge you an arbitrary additional amount, but rather the application of the same terms and conditions established for our reservations. As a company, we are always open to feedback and to acknowledging situations in which we can improve our service. However, we believe it is important to clarify that this situation was not a scam or fraudulent practice, as stated in your review. Both the pilot’s decision and the rescheduling conditions were based on safety considerations and on the service policies provided prior to the activity. We sincerely regret that this situation resulted in a negative experience, and we appreciate the opportunity to publicly clarify what occurred.

We’re sorry you missed the experience, and we completely understand how disappointing that must have been, especially since it was an important part of your visit to Mexico City. We would like to clarify that the situation was unusual. Two bookings were made under your reservation details, and one of them was later cancelled. Unfortunately, our system reflected the reservation as cancelled, which is why the transportation team did not receive an active pickup instruction for your hotel. From our side, the booking genuinely appeared as cancelled at the time of operation. We understand that your confirmation still appeared valid to you, and we regret the confusion this caused. As soon as the situation was reviewed, a full refund was issued because we recognised that you were unable to take the experience. We truly appreciate that you acknowledged the refund, and we are sorry that this booking discrepancy resulted in you missing something you had specifically planned for your trip. We are also reviewing this type of duplicate-booking situation internally to help prevent similar confusion in the future.