Thank you very much for your review. As the owner of SOAR TOUR and also the person who served you, I’m very surprised and upset to read your review, as your group strongly seemed to have enjoyed the experience when I asked at the end and when we chatted about the different landmarks which you flew over. There was no clue at all that you were unhappy from this conversation. The first I have heard that you didn’t enjoy the ride, is publicly, through reading your TripAdvisor review - which seems very unfair. Indeed, the description you have written of SOAR TOUR doesn’t at all match the incredibly positive feedback and experiences of the ride which we have received from hundreds of previous customers - as you can see from our overwhelmingly glowing 5 Star reviews. I’m confused as to how your experience could be so incredibly different from that of our other customers. It’s important to mention here that we explained to you when you bought your tickets (and again when you checked-in) that carers are more than welcome to enter SOAR TOUR for free, as carers. Free carers admissions are designed so that carers can assist members of their group who have specific additional needs to board and disembark the ride, as well as remaining close-by in the ride room watching them throughout, in case the person they are caring for needs their help during the ride. However, we do ask visitors to buy a full ticket for themselves too, if they also choose to experience the ride, as a passenger, rather than visiting solely in their capacity as carer. At the ticket counter downstairs, I’m told that you said that you didn’t want to buy a ticket for yourself when this was explained and would enter as a carer. However upon arriving at our boarding gate you said that you wished to experience the full ride for yourself and again declined a free carers admission, saying that you would like a full ticket for free, which unfortunately we were unable to offer. After giving you the choice of which option worked best for you, I gave additional time for you to purchase a full ticket and then adjusted your group’s booked ticket times so that you would all be able to ride together on an exclusive/private flight to yourselves immediately - rather than being split up and riding with other waiting customers across your two timed bookings. Another group of customers also kindly agreed to pass up their booked time and wait in line 10-15 minutes longer (which was actually the full length of your experience) in order to help me ensure that the three of you could all now ride together. I am sorry if you were unhappy at needing to pay for a full ticket and very much hope that this didn’t colour your negative review today. I believe that I might have seen you visiting the centre again the following day, so please do ask for myself, Alex, if you visit again in future as I’ll be very happy to do anything I reasonably can to resolve any issues and ensure you have a fun time with us.