There were four of us who paid for a balloon ride, we never actually got off the ground. The phone number they give you to talk to your pilot, is just a answering machine. We never got to talk to an actual person except the person in Canada taking our money when we made a reservation.
They don't call you the morning of your flight to tell you if you are actually going to fly out -- no, that would be too much customer service! "You" have to call an answering machine.
If they cancel your flight which happened "several" times to us -- the other couple lived 3.5 hours away and drove in the night before each time -- you have to call Canada to reschedule. No, not once did we speak to anyone locally even if the phone number is 512!
It was all such a hassle and ruined the whole dream of being in a hot air balloon. They refused to refund our money even though this entire situation went on for "months". We ended up disputing it with our credit card company and they gave us our money back.
There has to be a better company to do this with. This was in 2002 and we still haven't attempted another company. That should tell you that this was a horrible experience.
My husband wants me to add, that we received several cancellations stating that the weather was too bad to fly. Yet, the weather was beautiful and there were other hot air balloons flying those days. There is nothing more disappointing to see other hot air balloons flying when your flight was cancelled. We don't think they actually had a pilot to fly us because the weather was "never" good according to them.