Frequently asked questions

Flights take place during the first hours of the morning because that is usually when we find the most favorable atmospheric conditions for operating a hot air balloon.

As the day progresses and the ground begins to warm up, air movement also increases. That is why getting up early is part of the experience.

The exact time of your appointment will be confirmed in your reservation.

The time may vary depending on the season, weather conditions, and the day's operation. Your reservation confirmation will indicate the exact time you must arrive at Von Navi.

Please note that takeoff-related schedules are approximate, since a balloon flight depends on weather and wind behavior.

Appointment times are typically 5:00 a.m., 6:00 a.m., and 7:00 a.m., subject to the considerations above.

The pilot analyzes wind conditions, visibility, and weather behavior together with the operations team. Sometimes this means waiting a few minutes before takeoff.

We know that when you have a balloon in front of you, you want to board right away, but those minutes of waiting are part of responsible operations. When the right moment comes, the adventure begins.

There are many interesting things inside a basket, but some are best admired without touching. Tanks, burners, ropes, valves, and connections are part of the balloon's operational equipment and may only be handled by the pilot and crew.

Before takeoff we will explain what you can do inside the basket so you are comfortable and can enjoy without worry.

We recommend allowing approximately 3 to 4 hours from your arrival at reception until the experience ends. During that time we carry out check-in, the Pre-Flight Lounge, transfer to the launch area, balloon preparation, flight, landing, return, toast, and certificate delivery.

Timing may vary depending on operations and conditions on the day.

The flight itself usually lasts approximately 40 to 60 minutes, although the pilot may adjust it when safety conditions require it.

The minimum age to take part is 5 years. Minors must also be at least 1.20 m tall, travel accompanied by an adult, and be able to understand and follow the pilot's safety instructions.

Capacity depends on the assigned aircraft and, especially, on the total weight and distribution of passengers.

At Von Navi we have balloons that can carry up to 24 passengers, but the final capacity of each flight will be determined by the operations team, since passenger assignment per aircraft is part of each flight's safety decisions.

A hot air balloon is not a steerable aircraft: its path depends mainly on wind direction and speed.

We fly over the Teotihuacán Valley and the pilot uses the different air currents available, but each flight is different. That is why we prefer not to promise that the balloon will pass exactly over a specific pyramid. Nature is also part of the experience.

Safety begins long before takeoff.

A hot air balloon has a relatively simple main structure: envelope, basket, and burner system with fuel. Behind that simplicity is something even more important: a prepared team.

Operation also depends on trained pilots, aircraft inspection, weather assessment, and safety procedures. Our operational reference documents include pre-flight inspections, weather monitoring, and equipment maintenance. The final decision to take off, continue, or land belongs to the pilot.

If any condition is not suitable, we prefer to wait or reschedule. Your experience begins with something fundamental: taking care of you.

For safety reasons, there are some conditions under which it is not possible to participate:

• Pregnant women at any stage of pregnancy.
• Children under 5 or people shorter than 1.20 m.
• People who cannot remain standing for approximately 45–60 minutes.
• People who cannot adopt the landing posture indicated.
• People with significant blood pressure or cardiorespiratory problems.
• People with recent fractures or injuries.
• People with recent surgeries, especially spine, hip, knees, or abdomen.
• People with certain conditions that may compromise their safety during the activity.
• People under the influence of alcohol or drugs.
• People whose mobility requires a wheelchair during the activity.

Mobility restrictions, injuries, and medical conditions are also part of the criteria in our operational guidelines. If you have a medical condition and are unsure whether you can take part, we recommend asking before booking.

Check carefully: reservation holder name, number of passengers, flight date, appointment time, package booked, included services, and contact details.

If you notice any incorrect information, contact us as soon as possible.

We recommend preparing your clothes, documents, and everything you need the night before so you can leave on time.

Depending on how you made your reservation, our team may send you additional information about your appointment or the day's operation. Remember the flight starts very early.

Think of dressing as if you were spending a morning outdoors.

We recommend: sneakers, athletic shoes, or comfortable boots; jeans, pants, sweatpants, or bermuda shorts; and a light jacket for the first hours of the morning.

Avoid heels, sandals, flip-flops, open footwear, dresses, skirts, or clothing that restricts your movement.

You may bring small personal items such as sunscreen, cap, beret, hat, sunglasses, and cell phone.

Keep in mind that anything you bring with you during the flight remains under your care and responsibility.

For safety and comfort inside the basket, backpacks, bags, suitcases, and bulky items must remain on the ground.

These items can be left in your vehicle or in lockers when available.

You may bring your cell phone following the crew's instructions. Selfie sticks and objects that extend beyond the basket are not allowed.

For professional photography and video, Von Navi offers additional options you can inquire about before your experience.

Your experience begins at that moment.

At reception we will check you in and you can enjoy our Pre-Flight Lounge, a space designed to welcome you before heading to the launch area.

Depending on operations you may find hot drinks, snacks, restrooms, and lockers. You will then receive the necessary instructions before going to the balloon.

We recommend having your confirmation or reservation pass and official ID of the travelers who will take part in the experience.

Punctuality is very important because the flight depends on coordinated operations among passengers, pilots, and ground crew. If the tolerance time set for your reservation is exceeded, the flight may be cancelled without refund.

The time on your confirmation should be considered your actual arrival time, not the time to leave for Von Navi.

While the crew prepares the aircraft you can watch part of the inflation process.

Before boarding you will receive safety instructions and the pilot will explain how to behave inside the basket and what posture to adopt during landing.

The pre-flight process normally includes check-in, aircraft assignment, safety briefing, preparation, and inflation.

The pilot. Although the operations team analyzes conditions throughout the morning, the pilot is responsible for determining whether the necessary conditions exist to take off and continue the flight. Safety always takes priority over schedule.

The first hours of the morning can feel cool, especially while waiting for takeoff.

During the flight the sensation may differ from what many people imagine because the balloon moves with the air currents and the burner generates heat while operating.

That is why we recommend dressing in layers and bringing a light jacket.

Many people who wonder about this find the sensation different from being in a building or lookout.

The balloon ascends gradually and moves with the air, so there is usually no constant feeling of wind hitting the basket. The flight is described as a gentle movement in which motion may be barely noticeable.

Each person, however, may experience heights differently.

This is one of our favorite questions.

The balloon flies over the Teotihuacán Valley, but its route depends on that day's wind direction and speed; we cannot promise an exact path or guarantee passing directly over a specific pyramid.

And although it may sound odd at first, that is precisely what makes each flight special. Nature sets the course and turns every morning into a different experience.

Altitude can vary during the flight. The pilot uses different air currents depending on the day's conditions and adjusts height as the route progresses.

So on the same flight you may feel very close to the landscape and, a few minutes later, take in a much wider view of the Valley.

During the flight the pilot analyzes wind direction and looks for a suitable area to perform the maneuver.

Spaces wide enough and free of obstacles such as buildings, power lines, livestock, or crops that could compromise the operation are considered.

While you enjoy the view, our ground team follows the balloon's path. When we land, they arrive at the spot to assist us and continue the experience together. There is no fixed landing point.

That is completely normal.

The ground team tracks the balloon and goes to where the aircraft lands to assist passengers and recover equipment.

You will then be transferred back to the corresponding point of the experience.

Landing does not mean the experience is over. Our team will arrive at the point where the balloon descended to assist with aircraft recovery and your transfer.

We will then continue with the toast, flight certificate, and services included in the package you booked.

You will also be able to review photos and keepsakes available from your experience.

The toast is part of a historical tradition related to the first balloon flights, linked to the beginnings of ballooning in France in the 18th century.

At Von Navi we keep it as a moment to celebrate that you have just lived a high-altitude experience.

It depends on the package you booked. Some packages include breakfast and others allow you to add it as an additional service.

Always check the services included in your reservation confirmation.

It does not automatically mean your flight is cancelled. A flight may be delayed or cancelled when weather conditions do not allow safe operation.

Rain, poor visibility, certain wind conditions, or other factors that compromise safety may prevent takeoff.

Sometimes the team may wait to see if conditions improve. That is why we recommend having enough time available in the morning. Weather can change quickly, especially during the first hours of the day.

Our team monitors conditions and the pilot will determine whether we can wait, delay takeoff, or if cancellation is finally necessary.

That is why it is important not to decide on your own from home. Even if it is raining in Mexico City or at your hotel, conditions in Teotihuacán may be completely different.

Stay tuned to our instructions.

The first step will be helping you find the best alternative. Most of our travelers choose to reschedule their flight for another date and finally live the experience they had planned. The new date is subject to availability.

If you already used an additional service that day, such as breakfast or transport, that service is considered consumed.

For example, if you had breakfast on the morning when the flight was later cancelled and you want breakfast again on your rescheduled date, you will need to book it again.

The flight remains pending. Services you already enjoyed do not.

If you do not attend on the confirmed flight date and time, it will be considered a no-show and a refund will not apply. Under certain circumstances, it may.

We know every traveler has a different story: some live nearby and can return easily, while others have flights, hotels, or itineraries that make it hard to come back.

Our team will review your situation, services already used, and reservation conditions to explain the available alternatives.

When a refund is authorized, Von Navi will start the process within approximately 48 hours, using the same payment method whenever possible.

The time for it to appear in your account depends on your bank or payment provider.

Date changes depend on how far in advance they are requested, availability, and the conditions of the fare booked. That is why it is important to contact us as soon as you know you cannot attend.

Specific conditions are also listed in our Terms and Conditions section.

Plans change and we understand that sometimes you need to move a reservation. If you need to do so, contact us as far in advance as possible.

As a reference, changes requested 48 hours or more in advance may be handled without penalty, subject to availability.

When a change is requested after 48 hours, charges may apply according to your reservation conditions. You can find full details in our Terms and Conditions.

When a passenger does not show up on the established date and time, the reservation may be considered a no-show and lose the right to refund or rescheduling, according to the reservation conditions.

If we have availability, you can fly even when booking within the previous 12 hours.

Keep in mind that with a last-minute reservation, options to make later changes are more limited because our team will already be coordinating aircraft, crew, insurance, and services for your arrival.

Our team will explain the conditions before confirming your payment.

Yes, depending on the channel used to make your reservation.

For security, when payment has been made by credit or debit card, we may request identification.

Yes, our accounting team will request the tax details needed to issue it.

When applicable, applicable VAT will be added to the service price.