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By Eve, October 6, 2011 3:23 pm

Customer Service is always number one in the Virgin Balloon Flights office however this week it is even more in the spotlight as we celebrate National Customer Service Week 2011.

This week typically gives everyone in the office a chance to think about how they achieve customer service excellence in everything they do both today and tomorrow.

Working as a team is always vital here at Virgin Balloon Flights and Customer Service Week gives each individual a chance to pass on ideas and learning through various activities, challenges and group activities aimed at enhancing teamwork, collaboration and communication.

This year our team have been busy doing quizzes that get them thinking outside the box, building bridges in a team, creating various challenges for each other and things for a bit of fun like ‘Pyjama Day’ where one ‘lucky’ customer service representative was given the challenge of visiting a local garage to enquire about purchasing a vehicle, in her pyjamas – to see if what a customer is wearing affects what level of service is given, well it got a few smiles anyway which is always good in our book!

National Customer Service Week 2011 VIEW SLIDE SHOW DOWNLOAD ALL

Our customer service representatives handle all hot air balloon ride bookings for every single one of our 100+ launch sites throughout the UK – we are based in Shropshire which is nice and central as our launch sites are spread right from Scotland down to Cornwall and everywhere in between.

With the launch of our brand new website www.virginballoonflights.co.uk on October 1st 2011 Customer Service Week couldn’t have come at a more appropriate time as there has been lots to communicate to customers about the many improvements our new system brings.

If you’d like to talk to our friendly customer service team about an existing Virgin Balloon Flight or to enquire about becoming an airborne adventurer just give us a call or visit our new website.

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By Eve, October 6, 2010 5:12 pm

Each year Virgin Balloon Flights loves to celebrate Customer Service Week. It’s a time for our customer service team to reflect on their achievements over the year and takes place over the first week of October.

Customer service is always a high priority here at Virgin Balloon Flights HQ in Shropshire where our team of representatives centrally co-ordinate all customer related issues across each of our 100+ launch sites throughout England, Scotland and Wales.

Head of Customer Service Lynsay Symcox says that:

Customer Service Week gives the team a chance to get involved with different activities which promotes teamwork and encourages us to focus on how we can offer our customers the best experience possible. By sharing experiences and ideas we can learn and improve upon our level of service in an inspiring way.

So far this week the office has been decorated with customer service posters, there are colourful balloons and the occasional waft of freshly baked cakes has been very welcome. Various competitions have taken place and games played that assist communication and listening skills for example. And there’s more to come…

View Full Album

More info can be found at the Institute of Customer Service website.

To speak to one of our customer service stars about arranging a hot air balloon flight or to ask any questions about an existing booking you can reach us here.

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By Kirsty, September 7, 2010 3:15 pm

The summer holidays are always a time filled with adventure for school children who go back to class armed with exciting show and tell tales to share with their friends and teachers. This week school boy Stephen Johnson, age 8, got the chance to tell his Yorkshire classmates of his airborne adventure with Virgin Balloon Flights to end his summer break.

Stephen, who lives with his parents and two brothers in York, had gone to watch the son of a family friend take a hot air balloon ride for his 18th birthday at our York Racecourse launch site. Luckily for Stephen, the hot air balloon basket had a couple of spare spaces left that were offered by pilot Martin Collinson to onlookers.

Stephen’s Dad Mark said “Stephen was very keen that we didn’t miss the opportunity. I asked if Stephen was old, or big enough, and was reassured that he was and with that Stephen was straight up into the basket.”

The flight which launched on the 1^st of September at 07:45am, drifted to Elvington landing at 08:55am and “Stephen particularly recollects seeing local buildings and sights he knows, such as the River Ouse, the Archbishop’s Palace at Bishopthorpe and Elvington Airfield. It struck him that from great heights things like trees almost looked like they were not real” added Mark.

Stephen sums up the flight as “Ten out of ten, the best thing ever.”

Thanks Stephen, we hope to see you in the sky again in the future.

More information about your chance to take to the skies in Yorkshire is available here.

* Passengers must be over 7 years of age and at least 4’6” in height to fly with Virgin Balloon Flights.

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By Kirsty, July 14, 2010 4:17 pm

Jamie and Sarah enjoying their Champagne toast after landing

Each year we fly over 30,000 passengers all around the UK, but unfortunately every season a small number of people miss their flights because they don’t arrive in time.

One couple who recently had a close call was Jamie and Sarah, from Liversedge in West Yorkshire, who last week had to make an unexpected dash to catch their early morning Virgin balloon ride.

Pilot Martin Collinson was preparing for take-off, balloon fully inflated, at the York Racecourse launch site when latecomers Sarah and Jamie arrived.

 “I called over to them to hurry as we were quite close to take-off and the couple sprinted over. Fortunately I had time to give them the necessary flight safety briefing, then I completed my preparations, pulled the pin and we were off.

“It isn’t uncommon for people to believe the basket is empty due to its height and not realise that, actually, everyone is already seated inside ready for launch. Luckily, on that day, conditions allowed them to catch the flight at that stage, but generally people arriving after check-in are not able to fly,” Martin added.

Jamie, 27, and Sarah, 31, were relieved to make the flight which they took to celebrate both their birthdays and the recent arrival of baby son William. Not realising just how late they were, an apologetic Jamie said: “I made a special effort to help pack away the balloon after landing to make it up to the others!

“We loved it though and, despite Sarah’s initial reservations with her fear of heights, we thoroughly enjoyed it. A fabulous morning,” he added.

Topped-off with a Champagne toast after landing and a certificate signed by pilot Martin and Sir Richard Branson, the fortunate couple got to accomplish their airborne adventure…unfortunately not all latecomers are so lucky.

When you have booked your balloon flight, remember to call your designated flight line, found on your booking confirmation, to hear your flight status and pilot message. This will let you know where and what time to meet to ensure you don’t miss your ballooning experience.

If you arrive after check-in it is at the pilot’s discretion whether you can fly and generally it is not possible. As with any airline, it is your responsibility to arrive on time. If you miss your balloon flight we have still incurred the same costs as if we flew you and therefore voucher will become invalid.

So, to avoid disappointment, please plan your route to all possible launch sites (primary and back-up sites) and leave plenty of time to get there.

Don’t miss the boat (balloon)!

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By Kirsty, June 29, 2010 4:29 pm

Are you an early bird who catches the worm or are corn flakes more of an elevenses? Either way Virgin Balloon Flights offer early morning, early evening, weekend or weekday vouchers, so you can choose to fly at a time that suits you.

An upgrade allows you to increase the flexibility of your voucher, allowing you to change the time and type of day you fly. For example, a ‘Weekday Morning’ voucher allows you to fly Monday to Friday on AM flights, an upgrade to a ‘Weekday Anytime’ flight would allow PM flight times too. Your choice of upgrade can also include weekend flights and or package vouchers including branded goodies.

If you have a voucher that you wish to upgrade, all you need to do is follow the simple information below to boost your flying experience from as little as £15 per person.

Have your voucher number and security code at the ready and call our friendly Shropshire call centre on 01952 212750 to let our customer service representatives know that you wish to upgrade. Select an upgrade and make an easy over the phone transaction with any credit or debit card excluding American Express.

Within 3-5 days your shiny new vouchers will arrive on your doorstep and you’ll be given a further 12 months to book your flight. Go ahead and choose from over 100 launch sites nationwide and select an available date either online at VirginBalloonFlights.co.uk or by telephone on 01952 212750.

Bob’s your uncle – upgrade sorted.

See you in the sky!

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By Eve, June 15, 2010 4:22 pm

“It’s a beautiful day so why have you cancelled my hot air balloon ride?”

We often get asked this question by frustrated would-be passengers.  When you are told that your flight is cancelled it is incredibly disappointing, especially if it is a clear day and the sun is shining.  We understand this very well.

When we cancel our flights due to the weather our sole purpose is to ensure the safety of our passengers. If there’s a slight chance weather conditions are not going to be 100% safe for our passengers on a particular flight then our Virgin Balloon Flights pilots will take the decision to call the flight off.

Our pilots are highly qualified and governed by the laws of the UK Civil Aviation Authority. Many of our pilots are worldwide record holders in their field so rest assured you are in extremely capable hands. Weather conditions are assessed right up until take-off so there is still a possibility that your flight may be cancelled at the launch site. Again, this would be the pilot’s last but necessary resort but may happen if weather reports were incorrect or conditions deteriorate.

Our pilots assessments are based on weather reports from the MET office and local airports and also take into consideration wind speed, visibility, ground conditions for landing, cloud level and precipitation.

To improve your chances of getting airborne, if weather conditions look more favourable from your launch site’s back-up site then your pilot may schedule the flight from there instead.

Before your flight you are requested to telephone your designated flight line to listen to your flight status message from your pilot.

Do not get too disheartened if your flight is cancelled due to the weather as your balloon ride voucher will automatically be extended if your voucher is towards the end of its validity to allow you to book onto another flight. If you have a refundable ticket and your flight is cancelled 7 or more times you are entitled to a refund or exchange of gift experience (more info in our T&Cs).

Remember; what feels and looks like perfect weather conditions to you at ground level can be extremely different at 5,000ft. It is due to our pilots’ careful assessment of weather conditions that ballooning is such a safe and enjoyable activity. So, if you are cancelled, please be patient, we absolutely promise a flight with us is worth the wait. If you don’t believe us, see here for some independent reviews.

You may also like: Why do hot air balloon flights happen at dawn and dusk?

And our FAQs page.

Balloon Shadow over Kent

Balloon from the Bottom

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By Eve, June 9, 2010 11:40 am

No one loves surprises more than us. When someone gives you a gift and you have no idea what it is, it makes opening it really, really exciting.

Our hot air balloon rides make perfect gifts especially at this time of year when Father’s Day is just around the corner.

Customers who buy our balloon vouchers as a gift often ask if it’ll be obvious what they are when they arrive in the post so as to keep the balloon ride secret until the big day.

Whether it’s a birthday present, an engagement gift or an anniversary surprise Virgin Balloon Flights have taken several steps to help you keep your secret safe. Here’s how:

1. Our balloon ride vouchers and packages come in plain packaging with absolutely no branding so no one will ever know what joy awaits them – they are even marked Private & Confidential
2. When you order online you’ll be asked how you would like to receive your vouchers – choose Post Only if you share your computer or email account with the gift recipient
3. Select our Express Delivery option if you need to know exactly when your tickets will arrive, this costs £6 and you’ll receive a text and email to advise delivery time to the hour! Learn about the best delivery option for you

Virgin Balloon Flights Voucher, Wallet and Souvenir Brochure

Helpful Tips to Ensure the Perfect Gift Experience

1. Select Post Only option on our website so no email confirmations are sent which may be seen by prying eyes
2. You can buy a voucher and book a flight for your loved one if you know when they can fly, the most efficient way to do this is to get tickets by email and post by choosing the Email and Post option in your shopping basket, minding your Inbox if you do
3. If you book the flight as well for your loved one remember if you want to keep the flight quiet until the very last moment you’ll have to call our flight line beforehand to check if the flight is going ahead
4. Have timing and routes to the launch site planned beforehand, don’t forget we may launch from a back up site so make sure you know where these are too – all info will be on your booking confirmation
5. Check what days and times your gift recipient can fly as this’ll affect the type of voucher you buy for them
6. Use your SnapFish voucher to print up to 40 free digital prints of your loved one’s airborne adventure and/ or see the pilot for a commemorative photo of everyone on the balloon ride taken mid-flight as the perfect memento
7. Remember to tear off the little perforated tab in the right hand corner of your vouchers if you want the face value to be kept schtum from your gift recipient

The only thing we can’t help you with is keeping your secret shush until the big day. Don’t let the cat out of the bag and enjoy the look of excitement on your loved one’s face when the surprise unravels.

There's nothing quite like a ride in a big red balloon as the perfect gift

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By Kirsty, May 27, 2010 8:04 am

A question we are often asked here at Virgin Balloon Flights is why we don’t offer hot air balloon rides in the middle of the day. We offer a number of different voucher options which all include only early morning or evening balloon flights. The answer? Simple science!

First of all, the basis of how a balloon works is actually pretty easy to understand with the theory being that hot air rises. To make the balloon ascend, the pilot heats the air inside the nylon envelope (this is the actual balloon) which makes the air less dense and therefore lighter than the air that surrounds the balloon. The amount of buoyancy or lift the balloon gets depends solely on the difference in temperature between the air inside the envelope and the atmospheric air surrounding the balloon.

So why can’t this happen during the day? When conditions are calm, hot air balloon pilots can finely control the altitude of the balloon by heating or venting the air inside. But during the main part of the day the sun heats the ground and causes something called thermals. These columns of rising warm air spiral skywards and displace the air above causing up and down drafts which can sometimes affect the pilot’s level of control.

This process can also cause the mixing of calmer, slower winds closer to the curvature of the earth, with the generally faster paced winds higher in the sky. This ‘mixing’ can lead to strong gusts and unpredictable conditions.

Conditions do vary during the year and sometimes cooler temperatures at the start or end of the season (in March or October) allow flights at different times. These are what we call ‘Day’ flights. But generally we fly AM and PM hot air balloon flights from our 100+ launch sites throughout England, Scotland and Wales as this is when conditions are at their best.

So it’s not that we want to get you out of bed early or keep you up late for any reason other than to give you an unforgettable Champagne balloon ride.

Join us on an airborne adventure with national Virgin Balloon Flight vouchers from as little as £109 per person.

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By Kirsty, May 12, 2010 1:10 pm

The Red Lancashire Rose

So what springs to mind when you think of Lancashire? Whether it’s hotpots and cheese, The Beatles, The Rovers Return, unspoilt rolling countryside or cheeky seaside resorts, the Red Rose of Lancaster and it’s home county have it all!

Of course the very best way to get a glimpse of this cultured county is from up above, in the open air, with your binoculars and camera in tow. Virgin Balloon Flights offer hot air balloon rides over Lancashire from a number of different launch sites each individually selected for their stunning locations or historic appeal.

You can head skywards from Burton in Lonsdale or Stonyhurst College for panoramic views of the Forest of Bowland’s rugged Lancashire scenery and heath covered moorland. Or, climb on board one of our big red balloons in Wray, the scarecrow capital of Lancashire! The Crook O’Lune meander is another picture perfect start point for your ballooning voyage, rising above an abundance of villages and a network of contrasting landscapes.

So, come fly with us from Lancashire!

After toasting your flight with a glass of Champagne, be sure to send in your snaps to be entered into our photography competition  to win a Virgin Experience Days gift card worth £100!