Phoenix Hot Air Balloon Rides- Aerogelic Ballooning — Attraction in Phoenix

1 Star – Disorganized, Unprofessional, and Completely Disappointing

We booked a 4:30 AM hot air balloon ride with Aerogelic Ballooning. We woke up at 2:00 AM and drove nearly 2 hours to the meeting point — a Starbucks parking lot in Phoenix — only to discover they'd given us the wrong address. The location they sent didn’t even lead to a Starbucks. After some effort, we found the correct spot ourselves and still arrived 15 minutes early, with enough time to grab coffee and breakfast.

We saw a white van with the Aerogelic name on it and approached. No one greeted us. We were just asked for our last names and told to sign a waiver with our names, signatures, and dates. The interaction felt rushed and unfriendly. After we signed, we were simply told, “Feel free to go back to your guy’s car and wait,” so we did.

Then we saw two girls approach the van but walk away without signing anything. Literally 15 seconds later, someone from the company came to our car and told us, “Due to not everyone showing up, we have to cancel the flight.” We asked if there were any alternatives, and were met with a flat-out no.

Apparently, they require 15 people for the balloon to take off. Shortly after they told us it was canceled, a family of five arrived and approached the van. We, a group of five friends, plus the new family would’ve made 10 people. We rolled our window down again, hoping plans might resume — but the staff told the family they were too late, and that the other van (which we had no clue was even a thing) was already turning around.

Here’s the kicker: they gave us the wrong address, and now were blaming lateness for the cancellation. They didn’t even wait.

A few minutes later, as we sat in the lot trying to figure out what to do with our ruined morning, a stressed older man pulled up and hurried over to us. He asked if we were the hot air balloon group. We had to break it to him that they’d already left. He told us he’d spent 20 minutes driving in circles trying to find the correct place — again, due to the wrong address. He seemed incredibly kind and genuinely disappointed. He would have made the 15th person.

Still trying to salvage the day, we went for a hike and grabbed food. Then we drove to the company’s listed office address to try and get a refund. But when we got there, we were shocked. The place looked sketchy and belonged to a landscaping company. We entered anyway, thinking it might be a shared space. When we talked to some friendly workers there, they told us Aerogelic Ballooning hasn’t had an office there in years.

We called the phone number they gave us — three times, no answer. When they finally called back, they didn’t apologize, offer real compensation, or take responsibility. Instead, they gave us five $10-off coupons for another ride — after they had wasted our time, energy, and trust.

Unacceptable. Disorganized, misleading, and disrespectful. I cannot recommend this company to anyone. Book elsewhere — and save yourself the...

Starting this review by saying the amount stars given were for the amount of effort that was put into getting our ride to happen, which it did.

My friends and I booked a flight with this company after not being able to obtain flights from other companies that were sold out for the weekend we were there. From the moment we arrived at the pick up location, we were met with a rude interaction from the man checking us in. We got to the first location and weren't able to take off from there so we were driven to a second location. As we waited for the ballon to get closer to full inflation, there seemed to be a whirl of confusion and miscommunication as the pilot screamed for assistance (to no avail) with getting the ballon up and literally seconds before the balloon was to take off, he was yelling for everyone to jump into the basket which we thankfully yet chaotically were able to do. Another customer offered to help the pilot (I'm guessing based off how frantic he was during takeoff), and while I understand and agree with his response that he should only be receiving help from people certified to operate the balloon, his delivery was so caustic and harsh. During the actual flight the pilot complained about the family running the business which felt very unprofessional and uncomfortable. Additionally and furthermore unprofessional and uncomfortable, when my friend asked how much of the flight was left (pilot said about 15 minutes) then asked if it could be shortened (purely just out of fear of how high we were getting), the pilot proceeded to say something to the effect of, "Why? So you don't have to tip? Since it'll be a shorter ride?" My friends and I (as well as others on the ride) literally fell into an awkward silence that was a mixture of confusion, shock and quite frankly, offense. In no way was my friend implying paying less or not tipping for a shorter ride. He could have just said no he can't shorten it and if he wanted to breach the topic of tipping, he could have done so in a much more approachable manner. While that moment truly took us out of the already abrasive experience we were having, we were able to get through the rest of the ride connecting with others riding with us and the pilot did actually share some interesting info about the landmarks and nature were were seeing while up in the air.

When we landed and were having the champagne toast, the pilot again, got short while trying to get the attention of the group to explain the history of the air balloon rides/toast. There were riders even there trying placate him/the post flight energy and joke with him and about how "spicy" and "messy" he was. He also somehow managed to bring personal politics into the conversation.

Overall, it was a cool experience I can say that I did and as I initially mentioned, I appreciate the pilot's effort in getting the flight to happen that morning. But I cannot see myself endorsing this company to others based off of the ride my...

Rampant unprofessionalism: demoted to 1 star see end of review edits

Take your time, and read the lower reviews. You will find that Shane is a pretty unpleasant human.

We booked this trip for my mother's 75th birthday, the ride was very lovely. However, the pilot owner/operator Shane, was not so lovely. The man does not like to be asked questions. The man who is our host, and pilot, and will profit from our patronage, when asked once to repeat what he mentioned about the balloon, was extremely rude, and stated that he will not repeat himself. Again, while on the ground, this happened again when he was pressed with another question, from the other group, he responded with, "Google it."

The man who is supposed to be the expert was not keen on explaining pretty much anything. He spoke when he wanted to do so, and that was about it. Given the choices of available aeronauts, I'd recommend looking somewhere else.

Shane, if you read this, consider taking some lessons on customer service.

11/6/23 Update since writing this review: The owner has attempted to pressure my family to have me take down this review, claiming he has suffered a suspension as a result. Not sure from what, as that was unclear, but I'm pretty confident that the FAA does not suspend a balloon pilot's license for poor reviews.

That said here's a few things I intentionally left out of the original review since I was attempting to be courteous. If you have read to this point and think that maybe I'm a scorned customer, check my profile. I rarely leave a scathing review. People need to know what they are getting into with this company.

Shane stated, after I explained that I have a hearing disability gained from a combat injury during the War in Iraq, and then I called him out for being rude when asked to repeat himself, that I was welcome to leave the balloon at any time. We were 4000 feet in the air. Shane suggested that it would be better for me to end my life, rather than to inconvenience him with my questions.

On the ground, my father, independent of me, and I only learned at a later time, asked Shane about how he could land the balloon so well. Shane laughed in his face.

On the ground, during the pre-toast Shane got an attitude with the group when we didn't come to take the glasses...