At the end of 2022 I was given two Virgin hot air balloon ride vouchers for my 30th birthday that I hoped to enjoy with my partner.

We have tried repeatedly to book this experience and each time find there are hardly any spaces available. We managed to secure a booking on two occasions but both times they were cancelled because of the weather.

I contacted Virgin Balloon Flights and asked whether we could exchange the vouchers for another experience. However, it will only do this after seven or more trips have been cancelled.

I mentioned the difficulty we had booking on to flights in the first place and the likelihood that the vouchers will expire before reaching that number of cancellations.

Virgin says it is not bound to the Consumer Rights Act 2015 as it offer a weather-dependent activity. However, we have not been able to make use of these vouchers for two years now and they expire in January.

This gift has been a nightmare and a burden that cost my mum £336. At this stage we just want the money back and not to have to worry about using these awful vouchers.

ML, Bath

Gift vouchers such as these are a nice idea, but the “experience” can be one of disappointment for the recipient. Retailers love them, of course, as a significant number are never redeemed. In this case, getting the correct weather conditions for hot air ballooning only adds to the jeopardy.

You say it is nigh on impossible to book a trip out of Bath and, without a car of your own, it is difficult to get to its other sites on public transport in time for a morning liftoff.

Virgin Balloon Flights confirmed that the vouchers bought are non-refundable but your mum would be entitled to her money back after seven cancelled trips. It countered your suggestion of availability problems in Bath, saying up to three pilots fly from there in the height of the summer.

Although you would dearly love a refund, with the tickets due to expire in January, you have reluctantly accepted a 12-month extension. My fingers are crossed for a fair weather window and that the views will ultimately make up for all this frustration.

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