The organiser of a trouble-plagued hot-air balloon festival in Hong Kong has finally promised to give customers a full refund and apologised after cancelling the final session of the four-day event and a related concert on Sunday, following visitors’ complaints and disappointment.
The Consumer Council said it had received 263 complaints as of 4pm on Sunday related to the AIA International Hot Air Balloon Fest Hong Kong at the Central harbourfront, involving HK$270,153, with the highest single amount being HK$10,000.
More than 300 people have formed a concern group to seek compensation.
Less than 1½ hours before the 4.30pm start of the sunset session on Sunday, the organiser, Grand Events Asia, announced on its Facebook page that the entire activity had been cancelled without mentioning refund arrangements or offering an apology.
In subsequent updates, it finally offered full refunds and apologised to visitors.
“Despite our best efforts, we recognise that we fell short of delivering the expected customer experience,” Grand Events Asia said.
