Made a visit here for my daughters birthday yesterday at the Bedford TX location and let me tell you it was the worst experience ever.... Staff were unwilling to assist the kiddos with the attractions due to interacting with each other on a personal level, there were teens everywhere horseplaying and hooking up as if it were teens night however if it were teens night you wouldnt want your little ones seeing this type of behavior. I could go on and on but Ill leave it at this total waste of our time and money.

Visited the Harmon Road Urban Air to use my sons new monthly membership. While visiting I noticed what appeared to be one of the indoor skydiving instructors/members park his motorcycle on the side walk in front of the building blocking the flat sidewalk/handicap ramp access to the building. As a disabled veteran I understand the importance of the handicap ramp/access for other disabled persons. I mentioned the vehicle violation/issue to the front desk. They advised they would have him move the bike shortly. After an hour the bike still had not been moved and no attempt was being made to do so. I called the location and ask for the General Managers name. I was told they could not provide employee names. I have never seen a business whom could not provide the name of a manager for operation concerns. I called the 2nd time and was hung up on. What bothers me was the arrogance and total disregard for visiting disabled persons. Additionally, the lack of professionalism to handle what should be an easy fix. Customer service and leadership are extremely lacking at Harmon Road. Not sure if Ken May is still the CEO but, I hope he or someone else sees this and addresses it as it violates the ADA.

Worst Company ever they could car eless about doing right by the customer. its all about bleeding ever nickle and dime they can out of you. We called to cancel after 7 months of payment with no use due to COVID. So I called in and said we will not be returning Im not worried about a refund I just want t cancel payments going forward. They followed up to let me know that I have 5 payments remaining and I will be charged a early termination fee? what the hell I just paid for 7 months during COVID with no use and now this. Now they wont respond to any of my out reach and their is no way to get them on the phone.

Awful customer service and unwilling to work with their customers. I would not recommend urban air memberships to anyone. Be aware of what you are getting yourself into doing business with this company.

This place is scamming the public on the membership that you purchase. Don’t give them your credit card information on there website because they will charge your card multiple times for stuff you didn’t purchase.

My family and I visited the Urban Air at the Denison ,Texas location on 7/21/20. Our group totaled 11. When we entered the facility there were no tables available for our group size. I called one of the employees over to ask about an additional table. The employee told me that we could sit wherever we wanted to. I explained to the employee we were not comfortable trying to squeeze in with another family --especially during these COVID pandemic times. The employee started yelling at me and said what do you want me to do!!....tell these other families to move so that I could get you a place to sit!! . At that point I had asked to speak with his supervisor and he continued yelling at me telling me that he is the boss. He had an accent and I wasnt sure if he was understanding that all I was asking for was an additional table - so I asked him if he understood English. The employee started yelling at me some more to the point that I was seconds away from calling the police because of his elevated aggression. I asked him all I wanted to know if he could get us an additional table and he said no. Thats all he had to say from the beginning. He made the experience horrible......For a family entertainment establishment - there is no place for employees like that and he should be fired. He was wearing a shirt with the title of General Manager .

Took 3 grand kids. 3,9&10. Place was pretty clean for Covid. However there were families not following guidelines. They made a loud speaker announcement 2 times about mask requirements. Biggest issue is no staff directing you or giving a brief tour of what and where to go. Specifically for toddlers. Had to ask staff to show us toddler areas.The tubes McDonalds playland was dark and hard to get to. Not toddler or parent friendly. They only had a 7 and under jump area for littles. You company will make more money if there is a toddler slide thats accessible and not dark. And a toddler zip line. Staff at concession very slow and forgot our fries. Took like 30 minutes for a large order of fries. One counter girl apologized and was very helpful. Sorry I didnt get her name. But we had a good time and they were able to run off a lot of energy. Just not enough safe, well lit areas for littles under 5.

I have tried to cancel my membership and made multiple calls and emails and still have been unable. i have paid for this membership for well over a year and have been unable to use is due to COVID. This customer service is awful. If anyone has any suggestions, please let me know. Will never go there again.

We received a $100 gift certificate for the Franklin, IN location for Christmas 2018. Since it is an hour from our home, we were just able to find time to utilize the gift. Upon arrival, we were told the certificate had already been used in March of 2019. Since I had just removed the card from its envelope the previous week, I was surprised to hear this. We called the person that purchased the gift for us and were told that they purchased 2 different cards (ours for $100 and another for a different family valued at $25). When that family came in to use their card in March, the employees chose the wrong card to use, since they were both purchased by and associated with the same name. We were initially told that they process the cards by using the gift number, but after we questioned it were told by the manager on duty that they were processed using the name of the purchaser. The manager refused to give us a phone number for the owner/operator or corporate so that we could try to call and get it worked out (since according to him the gift cards are processed separately). We expected to have $30+ balance left on our account following our visit, but ended up having to pay an additional amount to cover everything since they would only honor the $25 amount. Whoever is running their social media also responded negatively to my reviews on both Facebook and Google, denying any wrongdoing on their part and accusing my husband of DEMANDING our 2 boys get free socks as part of the deal. They additionally felt the need to point out the gift card we had was from December 2018. Im unsure why that makes a difference since there is no expiration date on them. EXCUSE us for being upset after driving an hour and being met with nothing but rudeness. While this place does have fun things for kids, we will never be returning due to the negativity we were met with through no fault of our own.

Horrible customer service. I asked the supervisor for cooperates number and she told me to find it! I asked what was her name she said I didn’t need to know her name and that she was the boss. I bought our tickets online and upon arrival it was a disaster and the “boss” informed me that I would have to talk to someone who cares about a refund. Me and my children were racially profiled and we will never spend a dime at this establishment.

Unfortunately we have had a very poor customer service experience at the Goodyear, AZ location. The location was very busy and we had limited time that day so we asked for a refund since we weren’t going to have any time to enjoy any activities and planned to return another day. They accidentally recharged us instead of refunding our money and we have now been requesting our full refund of the double charge for over 3 weeks. The location no longer answers the phone or returns my messages. We just want our money back and sadly would never recommend Urban Air.

I had the worst experience at the Cottleville,MO location. I went and purchased two 24.99 day passes for my boys. The total was $54 and some change. I was charged $99.20 on my card. When i noticed it the next day i immediately called the park they told me that was a corporate issue. I called corporate they said it was a park issue. The park never answers their phone. I have been calling everyday for the last two weeks to get my money back. t this point I want a full refund for the $99.20 because nobody seems to care since its not their situation. I will never return to this establishment and I will tell others about the horrible experience that I have had.

I have a Birthday Party today at 4pm for my Twins and just called to confirm the food order and they can’t find my Party Reservation!!!! This was supposed to be a stress free Party and its been nothing but bad experiences.I swear I am never booking a party here ever again!!!Horrible Customer Service!!! Horrible! The Park Staff hangs up on me everytime I call.I am so frustrated.

YOUR CHILDREN ARENT SAFE in Frisco! Parents night out was listed as drop off at 6 that included pizza, drinks and unlimited play for several hours. Upon my return at 8:30, children were at the door searching for parents and crying. Staff was no where to be found.NO DRINKS OR PIZZA WERE SERVED the entire entire time. Children were hungry and thirsty after hours of play with zero assistance from the staff.NO PICKUP TICKETS WERE CHECKED! I searched for a manager who was terribly rude & disrespectful. People walked through the door, found their children(hopefully) and took them with zero oversight.DO NOT RISK YOUR CHILDS SAFETY FOR DINNER OUT!DISGRACEFUL!!! Shame on you Urban Air!

My kids love to play here. However, you have teens that run and police the rules of establishments. Unfortunately nothing gets done about the kids running up the slide as kids are trying to slide down. Yes there is a sign but come on. No staff remotely close to the area or if there is they dont do anything. Not a safe enviroment for kids. My children got shoved off attractions with an employee standing right next to them and again did nothing. My youngest nearly trampled trying to go down a slide. Would not recommend until they have a staff that actually cares.

After waiting months for the McKinney location to open, we have had nothing but problems there. After purchasing the membership for both children, each time we went one item was taken away that we were promised came with each visit (socks, bottle of water, then a snack). The manager said it was because people were in training and didnt know the details. Then my daughter was hit in the face and her glasses were broken. We pointed out the child, 5 of her friends with us saw it happen, but he chose to believe the boys mother. We were out $300. In addition, the place is routinely unclean and my daughter is afraid to go on the climbing thing on the ceiling because it feels loose in places (we go to the one in Waxahachie and its not the same). Lastly, we have tried to go in the evening and the cops have had to be called because of fights between teenagers. Im currently trying to stop my bank drafts but cannot get anyone at the location to return my call. If you go in, the manager is never there. It should be shut down.

My grandson fifth birthday party was held at the Snellville, Ga location. After spending four hundred dollars for this space, which promised cable tv in order to watch sports, beer and wine (but no liquor license), staff that bickered about the lack of cable in front of the guest, and restrooms that did not work, I was highly disappointed. Staff does not pay attention to the trampolines as they should so you have big children jumping on top of toddlers. Furthermore, what you see on the website is a far cry from what you experience in person. It is college football weekend and you had so many adults looking like they were ready to cry because there was no working televisions.I love the idea of this place, but you have to do better. This was ridiculous on so many levels that I cannot see myself recommending this place to anyone, including my district (i’m an educator). I would love to speak further with someone regarding my experience:

Good there was horrible actually not even eatable. Asked for a refund. Was told no. Spoke with manager not helpful and told us basically too bad. They can’t help it if we do t like it. Apparently allowed to sell what ever and customers h as vdd Ed yo day if it just out the money. Won’t be back and will tell Friends and family not to go there either.

I ordered a gift card online for a Christmas present and didn’t realize it was a location 4 hours away from my house. They refused to refund my money. I work in a customer service industry and would never tell a customer they couldn’t have their money back if they were not going to use the gift card. Can’t wait to try to location by my house, but disappointed in the location the The Woodlands for refusing to refund my money.

We signed our daughter up for a summer week day camp in August-upon arrival we learned noone was there..soon after another parent showed up..after waiting for awhile finally a worker showed up and informed us the day camp was cancelled because only 2 kids had signed up-we were never informed of the cancellation..i was then told I couldn’t get my refund until the manager got there-so i told her i would call or come back later that day. I called back couple of hours later to be told manager was not there...i tried calling different numbers on the website but noone could help me or get me in touch with the right person..i went back to the park and was told my refund would be in my account by the end of the day...that never happened..after another day of no returned calls I called my bank and had the charges taken off.I would not recommend the Beaumont Texas Urban Air Park to anyone...this is a shotty business!! They make it hard to get in touch with any upper management and there is nowhere to write reviews of their business..such a sham!

So, interesting thing just happened. I was hired at Sheetz, however I also received a email from the manager of Urban Air Altoona asking if I was interested in a managers position. So, I replied to the email a week past and I didnt hear anything so I decided to call today. When I called I asked to speak to Royce, the young lady on the phone proceeded to tell Royce he was wanted on the phone. He asked who it was, she said she wasnt sure. His reply was Its probably someone asking for donations, we dont do that here this is ridiculous. Tell them we cant help them, mind you there where other things said. Well he eventually gets on the phone and realizes I am NOT calling for a donation but employment. They reached out to me, not the other way around and for a manager to act like that, not realizing I could hear the conversation. Thats a very poor attitude to have in a environment filled with children. I was and still am absolutely floored. Real classy Urban Air!!

I requested that they pause my membership and received confirmation that it was paused via email however they charged my account today. No one is at our local building to talk to and no one is answering at corporate either. So frustrating.

I personally really like urban air because you always have fun. Plus the staff Is always friendly and cool to talk to! I definitely recommend it because anybody can have fun there!

Cool office and the people I worked encountered there were very professional and nice.

Teenagers working are extremely rude. Im going to cancel my membership

Collierville, TN location- Horrible customer service from the KIDS at the concession stand. They are rude and unprofessional. They buzzed me 4 times for my order. 3 times it was not ready and they 4th time it was wrong. I asked for a refund and received the most disrespectful service. When the manager finally came to the counter 10 minutes later she was very unconcerned and unfriendly.

Brought my 2 children and my 2 nieces to the Mansfield, Tx location while on vacation. Pre- paid and still waited until lune to get the passes. 1 person behind the register working while others watched. While the kids all had a great time, staff were extremely slow in assisting where it was needed for harnesses etc. The cafe... again due to 1 person working the register it required us to stand in the entrance line while the other employees stood and watched. I was told I needed to pay for a $3 purchase with a credit card because it was the only register open. Poor customer service and leadership by the so called management. Poorly run establishment that will not stand the test of time against their competitors.

I brought my family here last week instead of altitude because this location was closer and more convenient. However, getting registered took forever. The staff seemed very unenthusiastic and irritated that we had questions about their rules. Also, there was only ONE court monitor when we were there?? How could one possible watch all the children. It was a bit crowded but no one could have predicted that. The bathrooms were disgusting and when I had mentioned to the staff that they were out of paper towels, once again, they seemed very irritated. I would highly recommend altitude over urban air. Not because the trampolines are “bouncier” or that the park is bigger but because of the staff and cleanliness of the Grapevine Altitude Park.

I’ve never left a review online in my life, and truly never complain, however this was the biggest waste of money with zero way to communicate with management or anyone for that matter. My kids waited an hour to ride go carts and we waited an hour for food. We tried to book a party but I could never get anyone on the phone, and still can’t. We bought 5 platinum passes and basically had a total of 30 minutes to do anything and we there for 3 hours. It took the check in guy 30 minutes just to get out socks. I’ve tried calling over a dozen times to speak to a manager and was on hold for over 2 hours total today and never spoke to anyone except for an employee at a different location that hung up on me. So for $350 we jumped on a trampoline and brought home cold pizza in a box.

Urban Air stole $150 for memberships I purchased by accident and they didnt refund me for that and then they took another $99 for my children who paid cash to get in. I sent them a copy of the receipt showing them that my kids paid for that day.I want my money back!!

We RESERVED a birthday party, one of many in my family, for my grandson for $370. Our party had to park on the road. My daughter ordered food at 6pm and had to confront the staff to receive her cheese fries and mini corndogs 2 hrs later. Why? Because Manager Nicole stated another party ordered extra pizzas so everyone else was pushed back because all the food is made on the same racks as pizzas. They couldnt care less. The upside, our party host was awesome! We have visited Urban Air on many occasions, but we will not be back to this one (Killeen Tx). Horrible attitudes and customer service. We paid extra to access everything. People (kids) who didnt have bands for the top 2 activities were permitted access. So why charge extra on your party packages for these attractions?

Aaron was the sweetest person he helped me with everything I needed for my twins birthday I will definitely come back.. I love his hair

I wouldn’t waste my money you’re Toms River Location is terrible . Unorganized, poorly trained staff, no management. Worst experience ever over an hour for cold food, staff doesn’t supervise children, your staff either look bored like they are going to fall asleep.

I wish I could give a zero or negative star as well. We had a birthday party there. It was extremely over booked and way too crowded. We received 5 out of the 14 services we paid for. And they did not tell me I have to pay the second half of the payment at the location. The employees knew we were leaving and did not ask us for the payment. Nor did I receive an email about it. When they called for the payment, I complained about the 8 services we did not get. She said she can transfer me to her supervisor, but she will send me to collection immediately. Please be aware what you are getting into.

A horrible place to visit there was 45 minutes wait to get to the register and I only had 2 people in front of me. They have bunch of kids sitting n laughing in the back room and the guy at front is just wondering around. The other thing almost everyone I attracted with in staff was rude that also includes the manger Chelsea. The moment I asked one of the guy was is that everyone has the attitude issue here he just walked off n turn his face on the other side. The people standing next to me started telling there story of being mistreated here too by the staff and the management. I could not believe a place like this which is a kids attraction is run by people like them. I am definitely approaching corporate and BBB. Not acceptable at all.

If I could rate 0 stars, I would! Horroble customer service & they are thieves!! DO NOT get a membership with them! You will be highly disappointed!!!

Urban air is so fun!

Such a fun place to go to with your friends !

When trying to book a party these people will not answer the phone ! Are you kidding me.

Awesome! Great place for the family. Had a great birthday party for the nephew. Nice employees.

The employees at this company are severely underpaid. Party hosts get $4 and hour plus tips and all other staff gets $7.25. Its no wonder so many people have issues with the employees being lazy or unenthusiastic. Maybe if they actually took care of their employees theyd see some improvement.

This was the worst experience ever I was put out of the park because my one and a half year-old baby did not have a wristband I was told she would not need one from the cashier I also asked for a receipt and they told me no I cannot have one they called the police because I asked for a refund i paid a total of 75 dollars and my wrist band time wasn’t up i also had several family member there and we all just left there we so ignorant and rude to me and my family

Wish I could give a ZERO STAR - took my 2 grandkids last saturday night - FIRST & LAST TIME THERE - Rude YOUNG employees - RUDE OLD EMPLOYEE - (TIFFANY) PLACE IS DIRTY AND DISGUSTING