UFLY Simulator Inc. — Attraction in Mississauga

The simulator and staff are amazing. 5 stars for the experience only if you go for the regular priced flight sim (or better yet get the Groupon). However I do not recommend the "fear of flying program", at least not if your only fear is turbulence.

I explicitly asked them a few times if I should pay the very high fee for "fear of flight" program when my only problem is turbulence and they reassured me that the program is geared for me. It is not - it's a complete waste of money. Perhaps if you have some deeper plane anxities it may help. For the first hour Claudio explained a lot of theory about how planes work, which I suppose could be helpful for people with severe anxities. He didn't talk much about turbulence, just plane safety in general. I read a lot of info online and watched youtube videos that explained the safety of turbulence, but in this session he didn't mention much about turbulence at all. In the second hour we did 2 "flights" and there was nothing in that hour about turbulence or fear of flying - it was just a regular 1 hour session. When I confronted them that I should pay regular price at least for the second hour, they insisted that by having one of the flights be "in bad condition" (rain) it helped show me that the plane is safe. To me the flight sim in sun or in rain makes no difference because you don't feel any turbulence. I told them that and was willing to pay the huge fee for 1 hour but regular fee for the second hour, and they did not compromise. I feel absolutely ripped off.

Instead of paying $130 for 2 people per hour (with Groupon), I had to pay $250/hour for 1 person, and I honestly don't feel like I received any help in my turbulence anxiety.

That said, it is a really great flight simulator - very cool, looks 100% realistic, very fun. And Claudio himself was great too. I do recommend the experience, I just don't recommend the "fear of flying" and that unfortunately made me leave with a negative feeling...

Edit: After reading the owner’s response, I would like to point out at the bottom of the UFly voucher (photo posted) it reads, “The amount paid never expires.” This is not written by Thoughtfull but UFly itself. It goes on to mention that a promotional value expires after six months. This voucher was paid in full and did not have a discount attached, therefore it should not have expired. After combing through the site, I don’t see mention of a one year expiry. In fact, when I emailed last year to set up a time, the team was eager to help and offered a few different date/time options that didn’t work for me. I was surprised and disappointed to see that kind of response from the owner.

What an overall upsetting experience. I received a voucher for a flight for a gift in December 2022 through Thoughtfull (Indigo) which has unfortunately shut down. Originally, Ufly was helpful in trying to set up a time that would work for me. I was unable to use the voucher as I was pregnant so I held off until I was able to. The voucher itself, the booking site, and previous communications through UFly confirmed that it would not expire so I did not feel the need to rush. After being medically cleared, I reached out to set up the booking only to be told that UFly would not honour it. I sent screenshots and explained that emails sent to Thoughtfull would bounce back as undelivered. UFly responded saying they would only honour the voucher if I managed to get through to the company that was no longer in business. Overall, I am upset, embarrassed and a family member wasted $250 while the UFly website shows very open availability. This was not at all the customer service I appreciated in the past. Please take this as your warning not to book through a third-party because UFly will not work with you...

If I could give 0 stars I would. Absolutely terrible customer service. I had to rebook and began calling the week before my flight was scheduled. Was directed to voice mail most times and finally just left a voice mail. Was never contacted so I just kept calling. Finally got a hold of them the day before and explained the situation and was told very rudely by the representative that she needed to check the voicemail to make sure I was telling the truth and would need to speak with her manager. She stated that she would call me back and I provided her with my number. Didn't hear back 2.5 hours later so I kept calling and was directed to voicemail. Finally got ahold of the representative about 4.5 hours after my initial call and she said she still hadn't heard back but that there was a time slot available earlier in the day and the pilot was ok to book for that time, she just needed her manager's confirmation. we agreed that if I didn't hear from her, I would call back in an hour. Called back in an hour and still the manager had not given her a response. She assured me that she would stay until she received a response even though the office was closing in 30 minutes. Never heard back from her that night. We decided to still go down for 9am in case they had rebooked and just didn't tell us. Find out 10 minutes before the 9am flight time the next day that they called my boyfriends father (his # was the original booking phone number) a few minutes before that they couldn't do the rebooked time. We figured we would go down and speak to them in person since we were almost there anyway and the office was closed and...