Exhilarating 120km Aerial Tour of Toronto with iflyTOTO

Thank you for your review and feedback. Here are the facts based on our call logs. We called you the day before your flight to explain there was bad weather in the window of your original flight and we offered you a slot at 7PM which you agreed to. Later that day you called us back to ask whether you could do 5PM where our reservation team explained that we had no slots during that time. We also highlighted the fees that are CLEARLY stated under exclusions when you book to which you were surprised with. These fees are the COVID fees to what the airport collects to disinfect the aircraft, the terminal, contact tracing, During that call we offered you to get a refund as you seemed quite perturbed about not getting the time you needed. You still decided you wanted to proceed with the 7PM. Earlier the day of your flight you called to see if there were any cancellations and we confirmed that no earlier cancellation have taken place to which you said that you will be coming in earlier. We proceeded to explain that the airport terminal is private and is by appointment only and our crew will only be there to check you in and therefore you should come in 20mins before your appointment as they can t host you. You did show up at 5PM for your 7PM appointment and flooded our call centre with a dozen calls to get you in and our call centre explained that the crew will let you in when they land as we are remote due to COVID to whom you were incredibly disrespectful. Our GM at that point in time stepped in to call you and re-explain to you the protocols to whom you were once again aggressive. At that point in time our GM did call the pilot in command to make sure he evaluates the situation and that you don t pose any threat to the flight. Being a commercial operator we abide by very strict safety rules of which extreme client behaviour or extreme intoxication or in other cases you will be denied boarding. Since the Pilot in Command was comfortable in taking you after speaking with you our GM agreed to proceed with the flight. I am glad you enjoyed the flight and found it great as this is what we sell. Our team tried to accommodate you every step of the way and explain to you the protocols but you expected us to shuffle our schedule to accommodate you at the expense of other clients and this is not our policy no matter how much you pay.

Thank you for your review. We did call you that morning to explain to you that the aircraft was not available due to a maintenance check and we said we would put you in the private flight to which you agreed. The aircraft is a four seater aircraft that is maintained to the highest standards that a Commercial Operation demands per Transport Canada requirements. All smaller aircraft including the larger one we fly, will experience more turbulence at 2000 feet and around buildings you will feel it more. We are very upfront with our clients and try to be as accommodating as we can. We're sorry you did not experience the 5 star experience we usually offer.