• Report: #920015

Complaint Review: Airquest Adventures

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  • Submitted: Mon, July 30, 2012
  • Updated: Fri, August 03, 2012

  • Reported By: Jen — Spokane Washington United States of America
Airquest Adventures
317 Delsol Lane Lewiston, Idaho United States of America

Airquest Adventures Casey Gibson Changed policy to avoid having to refund my $100 flight upgrade. Lewiston, Idaho

*Author of original report: Since you agree...

*REBUTTAL Owner of company: I have to agree

*Author of original report: ALSO: "demanding a refund"

*Author of original report: A for Effort,

*REBUTTAL Owner of company: a few details not quite accurate

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Recently, i purchased 2 vouchers from LivingSocial.com for a hot air balloon ride with a company called AirQuest Adventures, with the intention of taking my father for fathers day. Once i had paid for the $250 voucher, i contacted the company to schedule my flight, and told them it was a fathers day present. Mr Gibson offered me the option to upgrade to a private flight (as the regular ones can have up to 6 passengers) for an additional $100, which i accepted, as this was for my
father and I.

My first flight was scheduled March 4th, and was cancelled due to weather. The next available date was June 10th, was cancelled due to weather. I rescheduled it for Aug 5th, and i received a call last week from the owner/pilot, Mr Casey Gibson, explaining to me that his hot air balloon was victim to vandals and he was unaware as to when it would be up again, but assured me that he would call to reschedule as soon as possible. [continued below]....
..... At this point, i was a little tired of having to book hotels
and cancel, and my dad was tired of taking time off work for a trip that wasn't happening, and i inquired about a refund. Mr Gibson stated that LivingSocial has a zero refund policy, but if anything, he could refund the $100 upgrade and continue to honor the LivingSocial Voucher. I then contacted LivingSocial customer care, and told them everything that happened, and they were happy to refund my $250.

When i emailed Mr Gibson asking for the refund of the $100 upgrade, he stated that he had decided to consider that a "nonrefundable deposit" and would not be giving it back to me. Over the course of the day, he emailed back and forth saying a few rude things, and then told me that his policy on his website clearly states no refunds. This was not the case, however, and i had taken a screenshot this morning with the date and time and his refund policy. After i received the email, i checked
back on his website and he had rewritten the policy to say no refunds are given.

I have JPEGS of both screenshots. His original policy clearly states that no refunds are given in the event of a no-show, but seeing as i didn't even have a scheduled flight at the time, i am NOT a no-show and he is not out any operating costs due to my cancellation.

This report was posted on Ripoff Report on 07/30/2012 09:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Airquest-Adventures/Lewiston-Idaho-83501/Airquest-Adventures-Casey-Gibson-Changed-policy-to-avoid-having-to-refund-my-100-flight-u-920015. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 0Consumer 2Employee/Owner
Updates & Rebuttals

#1 Author of original report

Since you agree...

AUTHOR: Jen - (United States of America)

Then i will be awaiting my refund. You agree that changing you policy in the middle of the dispute was an error on your part, and since the policy was written to say that only no-shows will not be refunded at the time i requested my refund, then i am entitled to my money back. I am not a no-show, you are not out your operating costs, and i would like my refund.

In the future, you will be more protected to this kind of incident, so live and learn. It is not my fault you got vandalized, and even more so it is your own fault you did not carry insurance on the vehicle in which your company relies on to make your living. next time, Im sure you will think twice about skipping on that insurance. 

The fact of the matter is that you were rude, you lied, and you changed your policy mid dispute. you accused me of being untruthful and even went so far as to say i "demanded a refund" however, since i saved every conversation and kept my screenshots of everything, everyone will know how you run your "company". It is plain to see that i did not "demand" anything of you and i was quite polite in my initial email. You cant just lie about things, and you cant blame me for your failure to carry insurance. 

This is all reflecting on YOU as a person, and people will remember that when they consider purchasing your services, should you continue to offer them.

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#2 REBUTTAL Owner of company

I have to agree

AUTHOR: AirQuest Adventures - (United States of America)

I can agree with Ms. Parkers position. Updating the policy in the middle of these proceedings was an error on our part. The policy will; however, remain as it is currently written. This situation shed light on the vagueness of our former policy, and let us know we were not properly protected. I foud it in poor taste to agree to continue with the flight as planned, then pursue a refund behind my back. The fact is, we did not carry insurance that covers vandalism and sabotage; therefore, the entire cost of the repair is coming out of my pocket, and it is extensive. We can not afford to refund everyone who has to reschedule due to weather or repair, but we are entirely committed to honoring every flight sold. When Ms. Parker agreed to continue with the flight as planned, it was a relief that she was understanding and willing to proceed. We fully intended on honoring the flight before she had to return to school, and long before the expiration of the voucher. Had the flight not worked out by the time she did have to return to school, as I promised, we would have been willing to provide a refund. In the end, I feel we both made error in how we handled this situation.
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#3 Author of original report

ALSO: "demanding a refund"

AUTHOR: Jen - (United States of America)

try again Casey. Seriously, you cant just lie to people.
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#4 Author of original report

A for Effort,

AUTHOR: Jen - (United States of America)

Oh Mr Gibson, while your attempts to make me look like the dishonest one might have seemed legit to you, you failed to actually focus on any of the real issues in the report. Here, let me clear things up for you.

A) You changed your policy online literally in between emails arguing with me about the policy itself, and you changed it to suit your own needs. Yes, i cancelled the first flight. The weather cancellations were not an issue, AT ALL. For the actual issue, see below.

B) The actual issue at hand is that you are running your "company" like a manipulative tool, and while you seem to try and make me look dishonest, i have all the supporting documents, uploaded to this report, in fact. And i have more, so try me.

C) What you did wrong is this: You told me, before i spoke to LivingSocial, that you would have been happy to refund my $100 flight upgrade and honor the LivingSocial deal for $250. Once I had informed you they gave me a refund, you "decided" that my $100 was a "nonrefundable deposit", and told me it was my fault for not reading up on your policies prior to my purchase. To top that all off, when i told you i DID read your policies, which stated that no-shows wont get refunds, you quickly logged on to your website and rewrote your policy to specifically suit this incident.

Now, if you have an ACTUAL rebuttal to the ISSUES at hand, please, i would LOVE to hear them. If the only thing you have going for your defense is that i said "Weather doeskin look good" in March and that LivingSocial didn't tell you about my refund, then go back to your hole, you douchebag.

Oh look, more supporting images!
LivingSocial did give me my money back, and you're a Douche!
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#5 REBUTTAL Owner of company

a few details not quite accurate

AUTHOR: AirQuest Adventures - (United States of America)

Jennifer **** was rescheduled a couple times prior to the vandalism of our balloon, but the first cancellation was not by us, it was by her. We have emails from Ms. **** where she said she checked the weather and it didn't look good so she was going to wait to fly until after she returned from Peru. The second cancellation was entirely due to weather. We can not fly in rain and thunderstorms. It was stated very clearly on the LivingSocial promotion this activity is weather restrictive.

She was aware cancellations and rescheduling were possible and sometimes necessary before she made her purchase. After our balloon was victim to vandalism, which is entirely out of our control, like the weather, she seemed very understanding and agreed to reschedule. I promised her we would make sure her and her father would fly before she returned to school. The next day I received an email from her starting she changed her mind and was demanding a refund from me and LivingSocial. It was my understanding LivingSocial does not offer refunds unless the company is unable to honor the deal, which we are.

We purposely made the vouchers good for one year after the purchase due to the fact rescheduling is sometimes necessary. It stated on our website, before the policy update, it may be a good idea to have a few optional days when making a reservation. I contacted LivingSocial, because I was surprised they agreed to give a refund 6 months before the expiration of the voucher. They informed me they have not provided any refunds, so I don't know if Ms. Parker is being dishonest, or if there is a communication error within LivingSocial.

I had told Ms. **** if we still had not honored the flight by the expiration date on the voucher, we would have provided a refund. Unfortunately, because of the nature of hot air ballooning, where factors outside of our control limit our ability to fly, I.e. weather and unexpected repairs, we can not offer refunds to everyone who has to reschedule. Our decision to update the policy on our website was inspired by this situation, but not as an effort to avoid having to refund just her. Ms. **** let us know we needed to make sure our policy is very clear, in order to provide us protection in the event similar situations arise in the future.
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