TL;DR: The instructor, Arron, was unbelievably great; The management and their booking and phone…read moresupport, in our experience, are a carcrash.
My wife and I bought a 1 hour gold session for Christmas 2021 for our daughter and her girlfriend through Travelzoo. They booked it a few months later in 2022 with the lesser evil, Omicron, taking the next shift which of course, days before their scheduled event, got. While trying to reschedule a few days before the big day they were told they needed a PCR test to confirm so that the voucher wouldn't be voided; not an easy nor inexpensive task. They called back a few weeks later when they felt better to schedule a new date and were told nah ah, and that to keep the voucher active they needed to reschedule within 3 days and that they could have just done a rapid test.
Wha?! But the girls were never told either of those things during their first reschedule call!; only that they needed a PCR test. uFly then told them that the voucher was void and we were out money and service.
A handful of calls--with promises to call us back with answers to our queries that never happened--and it was now looking bleak and heartbreaking. So I called, on what turned out to be the last day of the voucher would be good for, asking for answers, asking for a partial refund, asking for something for our money, and instead got a wall of policy recitations.
OK, whatevs. So we wrote it off as a loss and went on with our lives, sworn to remove uFly from our past and future.
Three weeks later--just days ago--out of the absolute blue, on a Saturday, I got a call from uFly, calling to confirm my appointment for the next day at 1:30. Like, WHA?! I never discussed a date, nor did the girls. I told the polite and patient woman on the phone that "I mean, you guys blew us off!" I asked her to call my daughter, which she eventually did, though I was told that she called and left a message which my daughter confirmed didn't happen. They eventually connected and and my daughter was told she'd only have to pay the GST. OK, whatevs. Let's just do this, and hope they don't get there and find out it's not another runaround.
The next day when they arrived they were told they'd have two hours (!!) but 10 minutes into the session an administrator came in, took Aaron out of the room and told him they'd double booked the session. The couple waiting in the foyer for their one hour session agreed to come back another time (I hope they book it within 3 days, ya know?) and the girls were off and flying. My daughter told me Arron was amazing. He was fully engaging and enthusiastic and professional and knowledgable and they all chatted and learned a ton and he answered all their questions and they loved it.
When the two hours were done and it was time to pay, the administrator demanded they pay for the second hour, which they were never informed about! They wouldn't have done another hour if they were told this beforehand! Aaron fought the good fight for the girls but it was not to be. So instead of them paying the GST on 1 hour, which was on top of the original cost of the voucher, they had to pay that AND another hour plus GST. Unbelievable. Unfair. Unprofessional.
What a mess.
7 stars for Aaron. -4 stars for everyone else.