iFLY complaint: Left waiting

We were originally booked for a flight time of 11.30, with arrivals at 10.45. Unforutnately on our way to the venue we ended up in a temporary motorway closure due to a four car pile up.

I called the customer service number on your website and spoke to a very helpful lady who unfortunately I didn’t catch the name of. I explained the circumstances and was told if the boys arrived by 11am then they would still be OK to fly. Reassured, we continued the journey at arrived at ifly 10.55.  The lady also said that she would call ahead to manchester ifly to let them know what had happened and the advice she had given.

Upon arrival we were advised we had missed the flight time due to not being present at 10.45, despite the advice I had been given earlier. I explained the conversation had but unforutnately neither boy was able to fly at the booked time. We were however rebooked for a flight time of 2.30 the same day, much to both boys delight, arriving at 1.15.

We returned to the venue at 1.15, however found we were still waiting for our flight to be called in at 2pm, some 45 minutes after arrival time. I’m sure you can appreciate, given that we were turned away for being 10 minutes late for a previous flight, this has been incredible frustrating for us.

I am unclear why, if we were left waiting 45 minutes to join a group, why we were not able to join our 11.30 flight when we were 10 minutes late.