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ACTIONABLE FEEDBACK POLICY 

At hotairballoondubairide.com, we value guest feedback as an important part of maintaining and improving our hot air balloon experiences. This policy explains how we receive, assess, respond to, and act on feedback from our guests. That experience grows sharper every time a guest tells us what they found remarkable, and what they found wanting. This policy explains how we collect that feedback, how we handle it, and how it shapes the experiences we offer.

1. Purpose of This Policy

Hot air ballooning is not a standard tourist activity. It is a weather-dependent, aviation-regulated, early-morning adventure that requires precise coordination between our team, our pilot partners, and our guests. When any part of that experience falls short of expectations, we encourage guests to tell us about it so we can assess the concern and identify appropriate improvements. This policy exists to:

  • Provide clear, accessible channels for every guest to share their experience with us.
  • Define how we categorise, assign, and act on the feedback we receive.
  • Ensure that guest input — whether about a flight experience, a package description, a pickup arrangement, or a post-flight activity — leads to real operational improvement.
  • Be transparent about what happens to feedback after it is submitted.

Scope

This policy applies to feedback relating to our hot air balloon rides, packages, transfers, pre-flight arrangements, post-flight activities, customer service, booking information, and other services provided through hotairballoondubairide.com.

2. How to Reach Us?

  • Email: [email protected]
  • Phone / WhatsApp: +971 4 268 4645 | +971 50 339 9740
  • In Person: At any of our Travel Saga Tourism tour desks across Dubai

When submitting feedback, please include your booking reference, the package you booked Standard, Deluxe, Premium, or Platinum, the date of your flight, and a specific description of your experience or concern. Learn more about Travel Saga, the travel and tourism company behind our range of travel experiences and services.

3. What We Want to Hear?

Given the nature of hot air ballooning — early starts, weather dependency, aviation safety protocols, and post-flight activities — feedback is most useful when it is specific. We actively welcome input on:

  • Flight experience — the quality of the flight itself: altitude, duration, basket comfort, pilot communication, and the overall aerial experience above the desert.
  • Pilot and crew conduct — professionalism, safety briefing quality, communication during flight, and the handling of any in-flight situation.
  • Safety and equipment — any concern about the condition of the balloon, basket, burners, or ground equipment, or any safety protocol that was not followed correctly.
  • Pre-flight and ground experience — welcome arrangements, light refreshments, site organisation, and the balloon inflation and boarding process.
  • Post-flight activities — traditional breakfast, camel ride, quad biking, or any other combo package elements and whether they matched the description provided at booking.
  • Transfer experience — pick-up punctuality, vehicle comfort, driver conduct, and communication about timing and location.
  • Package descriptions and accuracy — whether what you experienced matched what was described on our website at the time of booking.
  • Weather-related changes — if your flight was postponed, rerouted, or cancelled due to weather, we want to know how the situation was communicated and managed.
  • Compliments — what we do well is as important to understand as what we need to improve.

4. How We Process Feedback?

  1. Acknowledgement — We confirm receipt within 48 hours through your preferred contact channel.
  2. Categorisation — Your feedback is classified by type, such as flight quality, safety, pilot conduct, ground experience, post-flight activities, transfer, package accuracy, weather-related changes, or compliments.
  3. Routing — The feedback is directed to the relevant team: operations, pilot coordination, customer care, or management.
  4. Investigation — The responsible team reviews the feedback and, where relevant and available, may consult booking information, flight records, operational records, or relevant team members before determining an appropriate response.
  5. Action — Where your feedback identifies a genuine issue or opportunity for improvement, we assess the appropriate action. Depending on the circumstances, this may result in a direct resolution, an operational improvement, or no further action where no change is considered necessary.
  6. Follow-Up — Where appropriate, we may contact you regarding the outcome of your feedback. We may not be able to provide details of internal decisions, investigations, or operational changes.

5. Privacy and Confidentiality

At hotairballoondubairide.com, personal information shared as part of your feedback – name, booking reference, contact details, and flight date is used solely to respond to and act on your feedback. We do not sell your personal information. We only share feedback-related personal information with third parties where necessary to provide the relevant service, comply with legal or regulatory requirements, protect our rights, or where you have otherwise provided appropriate consent. Anonymous submissions are accepted, though our ability to follow up will be limited. To request access to, correction of, or deletion of your personal information, please contact [email protected]. Our full Privacy Policy is available on our website.

6. Escalation

If you believe your feedback or complaint has not been addressed satisfactorily, you may request escalation using the process below:

  1. Reply to your original case email with your booking reference. Your case will be escalated to a senior team member.
  2. For formal complaints, email [email protected] with the subject line “Formal Complaint.” A management team member will review the complaint and aim to provide a response within 7 business days.

7. Policy Updates

This policy is reviewed annually. Feedback on this policy itself is welcome at [email protected]. Discover more about us, our services, and our commitment to creating memorable experiences for every guest.