Adventure 001 レビュー 1,916

Adventure 001 からの回答

20時間前

We are incredibly disappointed to receive your 1 star review and it is essential that we address the salient points and inaccuracies.

It is imperative that we highlight and remind you that you have booked an experience which is subject to weather, aircraft serviceability and operational matters. Owing to the nature of the experience, it is liable to short notice postponement or alteration. The aforementioned is made clear in our terms and conditions to which you have agreed at the time of booking, without pressure or persuasion.

The particulars in this instance are as follows: You were due to complete a Helicopter Flight from Redhill Aerodrome on Sunday the 22nd of March 2026. Our flying operation was due to commence at 09:30 on this day but owing to unforecasted fog preventing safe helicopter flight, our operation was delayed until 11:30. Throughout the day, our valued colleagues and Captain have endeavoured to reduce the delay so as to avoid the postponement of later flights in the day.

Sadly, owing to the earlier weather delay it was ultimately not possible to complete our complete flying schedule and as a consequence the decision was made to postpone our latter flights. This was not related to poor organisation as you wrongly suggest.

Postponement is a last result and we fully acknowledge the disappointment and inconvenience caused.

Once a decision had been made, you were contacted via phone at the earliest opportunity. You were initially spoken to by our Helipad Manager at the venue and sadly you became rude and hostile towards our colleague. Our colleague explained the scenario and apologised yet the facts were not to your liking and you became increasingly rude and demanded immediate compensation. You were politely reminded that the experience was subject to many factors and liable to alteration to postponement yet you did not wish to accept these facts.

You demanded that you be contacted by a member of our management team.

A short while later, highlighting our commitment to customer service, you were contacted by our Helicopter Operations Manager. In the course of the ensuing conversation, our Operations Manager repeatedly and profusely apologised for the postponement and inconvenience and you were politely informed that postponement was a possibility and we remain transparent of this fact. Indeed, our Operations Manager apologised nearly a dozen times in the course of the conversation but again the explanation was not to your liking. Our Operations Manager politely informed you that weather is dynamic and even stated that the flying operation that he was currently running had been impacted by unexpected weather delays and postponements that you. Sadly, you were incredibly rude and stated: “I don’t want to hear your life story”. Our staff deserve to be treated with politeness and respect at all points but sadly on this occasion you did not extend this courtesy to either of our staff members. You interrupted our staff member on numerous occasions when they were doing their best to speak to you.

A clear explanation was provided and you were politely reminded that in our agreed terms it is clearly stated that an experience is liable to short notice postponement if factors dictate. With making a booking, this risk is accepted by the customer and this was politely explained yet you protested and repeatedly interrupted our colleague.

In summary, we apologise that your experience was postponed yet we refute the content our your review. You were treated with respect and courtesy at all points, unlike our colleagues and we have been fully open and transparent at all points. Finally, you will find all relevant terms and conditions associated with helicopter flight experiences on our website.

Adventure 001 からの回答

2026年3月11日

Dear Stephen,

We are very disappointed to receive your 1 star review incorrectly suggesting a scam.

Your voucher is for a helicopter flight, an experience which is subject to weather, aircraft serviceability, operational matters and availability. It is also made clear that owing to the nature of the experience it is liable to short notice postponement or alteration. The aforementioned feature in the terms and conditions to which you have agreed at the time of booking without pressure or persuasion.

Regrettably, your experience has been postponed owing to two factors: 1.) Inclement weather preventing safe helicopter flight and 2) An aircraft technical problem preventing safe helicopter flight.

As previously stated, you are made fully aware of the possibility of postponement and the potential reasons for said postponement. Health and safety remains our number one priority and there will be no deviation to this even if it results in disappointment as a result of a postponement.

The reasons for your postponement were made clear to you via email thus your assertion of ’non authentic’ reasons is false.

Your voucher is also from a third party and is non refundable, as is made transparent when you have made a booking and read and agreed to our terms and conditions.

We appreciate that a postponement can be an inconvenience and disappointment but it is made clear as stated that it is a possibility.

It is noted that you have spoken to our customer care team via online chat and it is disappointing that in this chat you became rude and hostile. This behaviour will not be tolerated as our staff deserve to be treated with courtesy and respect at all points, whether that be in person or electronically.

As has been stated to your, politely and professionally, you have the option to rebook or alter the names of participants.

Adventure 001 からの回答

2026年2月12日

We are genuinely sorry to hear how frustrating this experience has been for you.

Unfortunately, as no booking reference, voucher number, or contact details have been provided, we are unable to locate your booking or review the circumstances you describe. Without this information, it is not possible for us to investigate the cancellations, communication history, or any refund discussions you mention.

Helicopter experiences are, by their nature, weather dependent and late cancellations can sometimes be unavoidable where safety is concerned.

We are confident that if you contact us directly and provide your booking details, we will be able to review your case properly and offer clear guidance on the next steps available to you.

We would genuinely like the opportunity to assist and resolve this but we do need your details to do so.

Adventure 001 からの回答

2026年1月22日

Dear Tom,

Firstly and most importantly, may we offer our sincere condolences to your family at this difficult time.

As you are aware, you had a confirmed booking for a confirmed event which went ahead as planned on Saturday 17th January 2026 at Cumbernauld Airport.

On the day of your flight it was noted that you had not ‘Checked In’ online which is often indicative of an individual not planning on attending their confirmed experience.

As such, you were contacted via telephone by our Helipad Manager. You explained that you would not be attending your flight owing to personal matters but you did not divulge the nature of these matters. You asked if the experience would be lost and it was politely explained that as it was a confirmed booking for a shared flight, the flight would continue with other scheduled guests and you would be ineligible to rebook as per the agreed terms.

It is essential that we maintain fairness and consistency for all customers and we would like to take the opportunity to remind you that without pressure or persuasion you agreed to our terms and conditions of business. It is clear and transparent that a voucher holder is ineligible to rebook if they fail to attend their confirmed experience, irrespective of circumstances. However, there is an exception to the aforementioned if ‘Flexible Cancellation’ is taken at the time of booking. Flexible Cancellation caters for a variety of unexpected circumstances and permits a customer to rebook within the standard 7 day term. This option was offered to you at the time of booking but you declined and agreed to the standard terms.

We appreciate the disappointment but we have acted as per the agreement made at the time of booking. However, in view of the circumstances, we would be delighted to offer you a discount code for 20% off a future experience. If this is of interest, please contact us via our website and ask to liaise with our Operations Manager.

Again, we offer our condolences.

Adventure 001 からの回答

2026年1月21日

We’re sorry you feel that way. Our intention in replying was simply to clarify the experience that was booked and delivered and to correct a number of inaccuracies raised in your original review.

We can confirm again that your booking was for a 12-mile flight: “A Glimpse of Glasgow Skyline”, and this is exactly what was provided on the day. Optional upgrades and alternative flight routes were available during the booking process but were not selected.

To put it simply, it’s a bit like booking a flight to Glasgow and then being disappointed it didn’t land in Timbuktu.