ACTIONABLE FEEDBACK POLICY 

At DubaiHotAirBalloonRide.com, we are adventure experts first and a booking platform second. Every sunrise flight, every combo package, every moment 4,000 feet above the Dubai desert that we facilitate is the product of careful planning, trusted pilot partnerships, and years of aerostatic tourism experience. 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. Why This Policy Exists?

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 chain falls short, we need to know about it — specifically, constructively, and as quickly as possible. 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.

2. How to Reach Us?

• Email: [email protected]
• Phone / WhatsApp: +971 4 268 4645
• In Person: At any of our Travel Saga hotel travel desks across Dubai

When submitting feedback, please include your booking reference, the package you booked — Standard, Deluxe, or Premium — the date of your flight, and a specific description of your experience or concern.

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: flight quality, safety, pilot conduct, ground experience, post-flight activities, transfer, or package accuracy.
3. Routing — The feedback is directed to the relevant team: operations, pilot coordination, customer care, or management.
4. Investigation — The responsible team reviews your feedback, consults flight records and crew if needed, and reaches a decision on the appropriate response.
5. Action — Where your feedback identifies a genuine gap, we act on it — this may result in a direct resolution, an operational change, or both.
6. Follow-Up — Wherever possible, we contact you to share what changed as a result of what you told us.

5. Privacy and Confidentiality

At Dubaihotairballoonride.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. It is never sold or shared with third parties without your consent. Anonymous submissions are accepted, though our ability to follow up will be limited. To request removal of your data, contact [email protected]. Our full Privacy Policy is available on our website.

6. Escalation

If your concern is not resolved satisfactorily:

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 and respond within 7 business days.

7. Policy Updates

This policy is reviewed annually. Feedback on this policy itself is welcome at [email protected].