Urban Air Trampoline and Adventure Park — Attraction in East Hempfield Township

Upon entering urban air for my personal first time, the staff at the front desk where you purchase the tickets that you want was NOT inviting, welcoming or kind they were actually very montane and rude. They didn’t want to smile or thank us. As we made our way around, we shortly realize that most of the staff here is just rude and seeming like they hate their job. This was my family second time here but my first and the last time they were here they had so much fun that they wanted to come back for my eight year olds birthday. He was up all night, so excited, jumping around that he was going to get to come back to urban air his “favorite place because they have the best things to do” little did I know what his happiness was would turn to nothing but tears and sadness. He has been riding to go carts all day a few hours after he first started riding one of the three team members that were working over there told him he all of a sudden was too short to ride. He could not ride anymore. I sat there for 2 1/2 hours watching him ride with no problem and not only that but four months ago when he came here he rode with no problem, so when I saw my son crying at a place that supposed to bring happiness and joy to children, I went in and expressed my true opinions and feelings to a manager. I also let them know that a lot of their staff is rude and that he shouldn’t of been allowed to ride from the very beginning four months ago or even today when we first got here if he was going to get told that he was too short do you have to be 48 inches to ride that but he was right under the 48 inches mark however no one told him he couldn’t ride previously. With shoes on he’s 48 inches here you’re not allowed to have your shoes on you’re in socks so that took away that tiny little smidgen that he needed to hit the height requirement mind you the same three people have been working there all day long and said nothing but I think they said something to him because he got tired of putting on the pedal extenders and helping him if he got stuck. The managers did end up, allowing him back on after I went in and threw a fit. However, I do not think we will be returning here again after today this is supposed to be a children’s fun place where they’re laughing and smiling and happy and having fun and to see my son cry, and be sad on his birthday because of people here we will not be returning. We will find somewhere else that will not make him cry and I will treat people fairly and I will not be rude because if you didn’t have customers come in there and pay the $153 for four people that they do then you wouldn’t have a paycheck maybe they need to be brought up in the morning meeting. Your paychecks are there because customers give you a business, and that puts money in a pot to divvy...

Updated Dec/2022: 5 months in the membership and we barely went there, I tried to contact the manager to see if I can somehow pay half of the cancelation fee since i still have 7 months left of the membership that i'm no longer care for to come anymore since they have no accomodate for my little toddler to hang around while waiting for her older siblings about 3, 4 hours. And He said "you can pay for 7 months of cancelation fee!" 😤😩 We are paying for the parent/toddler membership (thinking they have lots of stuff for her to do) & my 2 sons' memberships. The Staffs are rude and inexperienced, the lines are always long for each activity, especially the Go-kart and the glide. Becareful before you sign up! Upon offering parent & toddler membership, I'm paying for something we can't enjoy. They only have 1 small trampoline area for little/big kids. No safety zone, I even have to remove my daughter when a whole bunch of bigger kids jumping all over the place. She has no other entertainment, not even a little playground for little kids. Then they shouldn't even have that option if they don' have nothing to offer. JUST HAVE OPTION FOR OLDER KIDS! THEN I WOULD NEVER SIGN UP. I'll just pay each visit ( maybe 1 time a year). So upsetting! What a rip off/false advertisement system! Dutch Wonderland and Skyzone I had memberships, they're so much better and much more affordables!

July/2022: The park is nice for older kids but not for a little ones. Staffs are inexperienced, some are nice, some are just look like they don't want to be bothered or be there. I asked her(front desk) several times for socks, membership pizza cards when they should be the one to ask us instead. I have a family memberships, my sons (12 & 15), my daughter (3) and myself. Been paying for about 3 months now ( not 5, sorry), my daughter can not do anything else beside jumping in the same area for couple of hours ( more than half of the time we just walking around since she doesn't want to jump anymore) while waiting for my sons playing. It would be nice if they have at least a little playground for little ones to accomodate their "parent membership" while paying every month without be able to enjoy much. I would like to cancel my memberships and they don't have that option until a year later, it's about 3 months in now (feel like 5 mths, but not 5 like i thought, sorry) i don't see the point of enjoying it anymore since it's almost no entertainment for my little one, unless i just took the older ones n not the little one, but it's kind of defeat the purpose of getting...

I recently visited Urban Air, having been drawn by its positive reputation and the comprehensive offerings advertised in the Platinum Package, which I purchased for $75, covering myself and my family, including a child under 5. However, I encountered several unexpected charges and experiences that impacted our enjoyment and perceived value of the service provided.

Upon arrival, I was informed of an additional $15 fee to include my youngest child, which was an unforeseen expense. Additionally, the requirement to rent lockers at $6 for three hours and purchase special socks at $3 per person further escalated our costs to $105. While I initially excused these extra charges, expecting a seamless and inclusive experience, the reality did not meet our expectations.

The facility offers a variety of attractions, such as go-karts and obstacle courses, which we found enjoyable. However, the overall value was diminished by the extra costs for activities like the arcade, which was not clearly stated as being excluded from the all-inclusive package we believed we had purchased.

Moreover, the policy regarding lost children was particularly concerning. Despite the noisy and crowded environment, I was informed that no announcements could be made to assist in locating my child due to a policy aimed at preventing other guests from feeling unsafe. This policy seems counterintuitive to ensuring the safety and security of all guests, especially children.

Additionally, the long wait times for attractions, food, and even entry—ranging from 20 to 30 minutes—further detracted from our experience.

I believe there is significant room for improvement in terms of transparency regarding additional costs, the inclusivity of the packages offered, and policies that genuinely prioritize guest safety and satisfaction. It would be beneficial for future guests to have a clearer understanding of what their purchase includes and any potential extra charges they may incur.

Furthermore, revisiting policies regarding guest safety, particularly those pertaining to lost children in such a bustling environment, could enhance the experience and peace of mind for all visitors.

Thank you for taking the time to consider this feedback. I hope it will be used constructively to improve the experience for all guests...