As an experienced flyer, I paid £400 for a session with a coach to work on a particular move I have been struggling with. For some reason, an ifly instructor always needs to be present even when the accredited coach is vastly more skilled and experienced. The ‘instructor’ on duty that day - who I’d never seen before - was extremely arrogant, aggressive, unpleasant, unprofessional and heavy handed. He effectively hijacked the session and did his best to undermine my confidence rather than creatingthe safe, supportive and positive learning environment there should be. I called the customer service line to try to complain and was promised a senior member of staff would call me back. I’m still waiting…..I’ll repost an update on whether they to choose to acknowledge, learn and put right (as a reputable company would) or whether they simply seek to hide behind the usual platitudes and generalisations.
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