Hi Kathleen, we are very sorry to hear that your experience with us was not what you were expecting. We strive to provide each and every one of our passengers with a safe and memorable experience.
To give a better understanding of the situation, we have multiple launch locations that we use each day depending on the wind direction and sometimes have to go further out where the weather is better for flight and while we know it isn’t ideal, we want to make sure our passengers have the best flight possible.
With landing, it is always a possibility that the balloon will tip, with the weight of the balloon itself holding heat and becoming heavier than the basket and passengers. Our pilots go over the proper landing position to prevent any major injuries if the basket does tip. For this reason as well, we recommend all our passengers are comfortable with the following physical requirements: 1. can stand unassisted for the roughly one hour flight, 2. Can withstand an impact similar to jumping from a chair to the ground, and 3. can swing their legs up and over the side of the basket to get in.
Again, we are very sorry that we were not able to give you the bucket list worthy experience you had hoped for.