Hello Keri, For us, each customer is important and that's why I have taken the time to analyze the situation in detail in order to clarify and support everything I write to you here. First, you booked the "Only balloon ride" option, since you were traveling alone and it is the only option available to book for 1 person. I emphasize that the estimated time required for this activity is 3 to 4 hours (you can check it in your reservation confirmation). Later we offered you the round trip transportation service, additional to your reservation that you accepted which added 1 hour for each way. Total: 5 hrs You were picked up at 5:15 a.m. and arrived at our facilities at 6:20 a.m. At 8:15 you boarded the balloon and 10 minutes later the balloon took off. At 9:40 a.m. you were leaving Teotihuacan and at 10:25 a.m. you were back at the hotel. *******The times were met exactly as we described in the reservation. ******** ***It is not usual to have to wait more than an hour to get on the balloon, and we apologize for that inconvenience. ******* But it must be considered and recognized that this activity involves hard work on the part of each worker and that is why no one can arrive at the facility and immediately board the balloon. YOU WERE INFORMED THAT THE PILOT HAD A SERIOUS PROBLEM for which he was unable to attend the flight. We would have preferred to obtain empathy from our clients in this situation, instead of immediately receiving anxious calls every minute. Regarding the prices, we increased them on Dec 24 & 25 because humanely we think that each partner should receive the fair payment during these business days and also because it is the labor law. (There is always a visible comparison of prices in the reservation calendar to choose your most affordable date) We thank you for choosing us, and we apologize for the inconvenience and stress we caused you. As the owner of this company, I would like to ask you to reconsider your opinion, because you are not only damaging the reputation of our company in a false way, but also affecting the workers who work hard every day for this activity. Our best wishes to you!