Layla
Beautiful experience, but disappointing communication
The helicopter flight itself was beautiful, and I had been looking forward to it so much. Flying with the doors off over New York had always been a dream of mine, and I have absolutely no problem spending a significant amount of money on a once-in-a-lifetime experience like this. Unfortunately, the communication from the pilots was very disappointing. Before the flight, we were told that we could only put our feet outside when the pilot gave us permission. The pilot informed the passengers sitting in the back, but I was sitting in the co-pilot seat and did not hear or understand that the same instruction had been given to them. Nobody clearly explained to me when I was allowed to put my feet outside. As a result, I spent a large part of the flight confused about what I was supposed to do and was unable to fully enjoy an experience I had dreamed about for so long. This was especially disappointing considering how much I had paid, including the additional Shoe Selfie Seat experience. I also contacted FlyNYON by email to explain what happened, but unfortunately, I never received a response. That was very disappointing as well, because I would have appreciated at least some acknowledgment of my concerns. Overall, the flight itself was beautiful, but the lack of clear communication and the absence of any response afterward took away from what should have been an unforgettable experience. With better communication and customer service, this could have been so much better.
Response from FlyNYONOct 17, 2026
Thank you for taking the time to share your feedback with us. We appreciate hearing about your recent doors-off flight experience over the city, as guest insights help us identify where our service can be improved. We recognize how much you were looking forward to sitting in the front co-pilot position and taking advantage of the shoe selfie opportunity. It is clear that the lack of clear instructions regarding when to place your feet outside the aircraft created confusion and prevented you from fully enjoying your time in the air. Clear briefing and consistent inflight communication are essential for both safety and passenger comfort, especially during a unique flight like this one. Furthermore, we acknowledge your frustration regarding the lack of a reply to your follow-up email, as every inquiry deserves a timely response. To address these concerns, our team will be reviewing our pre-flight briefing procedures and pilot communication protocols to ensure all guidelines are explicitly delivered to every passenger, regardless of where they are seated. Additionally, we are evaluating our customer support workflow to prevent unacknowledged guest communications in the future.