Urban Air Trampoline and Adventure Park — Attraction in Killeen

Booked my sons birthday party here April 2022. Just walking into the place gave me anxiety, we walked up to the desk to check in and was instantly pushed to the side to wait due to no tables being available. While we waited, just looking around I literally saw no adults for workers, it was a bunch of teenagers running the show.

Well, after 15 minutes of waiting, a young high school kid takes us to a table, he throws us socks, wrist bands and started to pass out paper plates. I told him we weren’t eating, he took them back and left us 10 waters and walked off. I have never been to a trampoline park in my life, I asked the worker where we could go and he stated anywhere, so I pretty much saw it as a free for all.

All of the guest in our party put socks on and we all proceeded to the left corner of the building. It included a trampoline that allowed you to jump into a pit. I watched my kids do it a few times, in the middle of them jumping, other kids would come up and pretty much cut you off or try to jump at the same time, once we saw that we left that station and proceeded to the opposite side of the building, where they have all the bigger interconnected trampolines. While at that station, you had kids jumping from trampoline to trampoline, literally disregarding the people around them. Like where are all the staff members enforcing rules and watching for accidents?

Around 15 minutes after being there, my fiancé, her friend and my oldest son decided to go to the zip line attraction that they have above all the attractions. I then followed my 6 year old to the back right corner of the building, it seemed a little safer to jump, it included like 8 or 10 smaller trampolines if I remember correctly.

I decided to jump a little with him, and within like 2 minutes of me jumping, I come down hear a sound like a spring popping and a loud pop. My friend beside me asked if a spring broke, I said I was not sure, I decided to stand up, sure enough I couldn’t stand up. Something was definitely wrong with my right leg. I tried a couple of times to stand up and my leg wasn’t cooperating. I crawled off the trampoline, had to have a couple of my friends help me to a table. My friend found my fiancé who called 911. Crazy thing is while all this was going on, you didn’t see one worker anywhere on that floor that had a clue that someone had been injured. Once the Ambulance showed up, the manager brought me an ice pack lol. What a joke, now you want to help?

I was helped onto the lift by the paramedics, my 6 year old is crying. I reassured him I will be ok and to go back and enjoy his party. Leaving that place was just as crazy, they had lines outside trying to get in, people I knew from my hometown staring at me, it was pretty embarrassing. Once I get to the hospital , my fiancé calls and tells me that supposedly I was jumping in a kids section, well it would have been nice to have known that. Pretty sure if you would have had enough staff on duty for the overcrowded park along with them not being a bunch of teenagers, the park probably would have been much safer and rules would have been enforced.

Either way, the thing that gets me is, I was still charged the full amount for the party, my son didn’t receive any of the things promised in the packet he would get for his birthday and now the park won’t take responsibility for the accident. I was never asked to sign a waiver until after the injury and once gone they kept trying to get my fiancé to sign it.

I ruptured my Acl that day, i had to have surgery and months of therapy due to my injury. My knee aches daily walking up and down stairs and it aches just thinking about it. I’ll never go back to a trampoline park, especially Urban Air. If I knew they were that dangerous and didn’t enforce rules, I would have never went.

Thanks Urban Air for a horrible birthday for my son,...

Someone needs to do something about the way the young adult staff works here..As far as the way they speak to the parents being that the situation was we were told that hot foods were not going to be available..But we were still expected to pay 25.99 for the ultimate packages..They were extremely shortstaffed so I don’t understand why we should have paid for an ultimate prize package if we were not allowed to buy hot food which people expect when they go to locations like this but we were told by management that the food location is separate from urban air yet the location is inside of the place and people that work here work behind the food service station..? It’s like they were seeing you can go to Chuck E. Cheese and ride the rides but the pizza is separate from the facility..And there will be no pizza served but you are free to ride to run the rise at the ultimate prize package..wth? 🚨They then turned around and said that it will be open in about 10 Minutes and once I sat down , They begin scrambling together young adult employees to work in the kitchen..That is supposed to be separate from Urban Air..And that staff member absolutely refused to do it in the face of the person who told them that they would be working in there and that they would be training obviously the person that they had did not show up because management looked at the schedule and she is rude as well. There was one other male manager that was easier to speak with but they really need the can the female manager she said she was the GM and that there was no one above her and I told her everyone does have a boss and I we’ll find out who owns this establishment and just walked away. I bring my children here all the time and spend lots of money here there also so I will plant parents complaining behind me planning to purchase pizza and other things and they will be until the same thing did they could not order hot foods. The argument into parents back-and-forth which I told the young person I was not going to do because I’m older and I’m just not going to do it was one of the first uncomfortable things because this is supposed to be a kid friendly atmosphere and if it is supposed to be kid friendly here it is also supposed to be parent friendly so that’s why I’m giving...

I visited this establishment on 5/4/24 around 5:00 PM to celebrate my son’s 5th birthday, and the experience was appalling from start to finish. Upon arrival with our gifts, we were immediately accosted by a young woman whose first words to us were, “First of all, y’all can’t bring any gifts in here.” This rude greeting set the tone for our entire visit. I understand that there are rules about bringing gifts without booking a party, but her lack of professionalism and courtesy was unacceptable. Earlier in the day, I attempted to call the location, but the phone system made it impossible to speak to a human. I explained this to her, only to be met with a disdainful look, as if I had done something wrong. My children were visibly upset, worried that their birthday celebration would be ruined, yet she showed no empathy or understanding. Desperate to salvage the day, I asked if I could book a room on the spot, regardless of the cost. Her response? “You have to book a party room 72 hours in advance,” delivered with a cold, dismissive attitude. While I respect the rules, her complete lack of customer service skills and compassion was infuriating. We left, but I decided to give it one more try and spoke to her again, suggesting that her customer service approach needed improvement. Her response was a nonchalant “I understand,” with no apology or acknowledgment of her rudeness. This wasn’t my first negative experience here. On a previous visit, a safety harness fell and hit me on the head while I was sitting underneath it. When I reported this to the staff, they showed no concern whatsoever. At the time, I brushed it off as a minor incident, but in hindsight, it reflects a broader pattern of negligence and apathy. Frankly, I hope this place shuts down. It’s always empty, and now I understand why. The staff seems determined to drive customers away with their terrible attitudes and lack of basic customer service skills. I strongly recommend avoiding this place. Instead, head to the trampoline park in Temple or Area 254 down the street, where we ended up having a...