Urban Air Trampoline and Adventure Park — Attraction in Limerick Township

• This post has also been emailed to membership services.

I am writing to share my concerns regarding two separate negative experiences I had at your Downingtown, PA location, specifically at the ticket desk. Both incidents involved issues with staff knowledge about membership benefits, and I believe additional training is necessary to avoid future frustrations for your customers.

On September 21 around 4 PM, I attended a birthday party at your Downingtown location and used my ultimate membership, which was purchased at your Springfield, PA location. Upon arrival, I was informed I had to pay full price, despite my understanding that I receive 50% off at other locations with my membership. I had to insist that the discount be applied before the manager intervened, asking me, “Who told you that?” before instructing his employee to adjust the price. Even after this, there was still confusion, and the manager had to return to correct the transaction. Additionally, my membership includes 10% off food, but when I attempted to order pizza, this discount was not honored.

More recently, on October 2, my mother visited the Downingtown location with my nephew, who also has a deluxe membership, and attempted to bring a friend using the “bring a friend for 50% off” benefit, which is clearly listed as part of the membership. She was told by an employee, based on the manager’s instruction, that this benefit was not valid at the location, and she was charged full price for the friend. After reaching out to your online chat service and providing screenshots, Alana from your team confirmed that the “bring a friend” benefit is indeed valid. My mother showed this information to the staff at the front desk, but it took a long process and repeated insistence before they finally acknowledged it and refunded her the difference.

This experience was unprofessional and frustrating, especially given the lack of knowledge displayed by the staff and the dismissive attitude toward what was clearly listed on your own website. I’m concerned that placing employees at the ticket counter without proper training or knowledge of the membership benefits puts them in a difficult position with customers, potentially leading to even more tense situations.

In summary, I would strongly recommend that the staff, including managers, receive additional training on membership details and customer service to prevent these types of incidents...

Hosted a party here for my daughter’s birthday.. Table and floor were filthy when we arrived. There were six (SIX!) people behind the counter, only one of them working. Our party host was MIA most of the night. Multiple guests arrived and had no one there to check them in. Something you should actually be concerned about because it’s a liability… multiple kids jumping in their own socks with no wrist bands or waivers signed. I surely wasn’t going to do the job of your 500 employees “working” that night and police it.

I expected our “host” would facilitate things like serving the pizza, making sure people got seconds, wiping up spills, helping pass out cupcakes, initiate singing happy birthday, point people towards where presents should go, where the socks were, etc. We got NONE of that. It was all me. Literally all he did (with two other staffers) was set down pizzas. Thank god we brought our own balloons because otherwise there would have been none.

We attended a party at BounceU, your biggest competition in the Downingtown area. I priced it prior to booking UrbanAir and it would have been less. They provide two hosts for the same size party and had FAR better service. They were actually attentive.. served the pizza, refilled drinks, cleared plates, got the room ready to sing happy birthday, served the cake, played a “who knows the birthday girl the best” game at the end. They even took pictures of the kids throughout and put it all together in a slide show for them to watch while they ate. I actually put my own slide show together beforehand because it’s included when you book the party. What’s not said it that it has to be on a hard drive of some sort (what kind? The host didn’t know. He looked dumbfounded like no one had EVER asked this before). So Sponge Bob played in the background during an Encanto themed party.. cool.

In summary, UrbanAir of Downingtown, you are paying WAY too many people to be there who aren’t actually working. You could fire 90% of the staff and we still would have had the same experience. With that, you could actually cut the price of a party in half and maybe someone out there would find it a “get what you pay for” kind of experience....

My 2 girls love coming to Urban Air. My experience is only valid to the Downingtown location. This happened on October 19th at 11:15am. I booked my tickets and time slot online and when I arrived I followed the instructions and clicked on redeem. When I showed the girl at the front desk she was so incredibly rude in telling me how I was wrong and should not have redeemed the passes. I said sorry I was just doing what the app said and she well I telling you not to do that so don’t. I could not believe this kid was talking to me like this while 3 of her coworkers sat on the counter behind the desk laughing. I wasn’t going to say anything but then my daughters both brought up the fact that she was so rude to me and why was she like that. So I brought it up to the manager. The manager smirked and almost laughed it off and said yeah I’ll talk to her.

As others have said the staff at this location are completely unaware and disinterested in their job. I witnessed many of them sitting around not paying attention to anyone or anything that was going on. This was even worse at the climbing wall where the employee working was just standing there looking at the line and when a parent asked what was going on she just said I’m on break. She was literally just standing by the climbing wall looking at people doing nothing and refused to let anybody into the area letting anyone who asked know she was on break.

Unfortunately, we won’t be back to this location. It’s sad because it’s such a fun thing for the kids but I can’t support a business that doesn’t seem to care at all and is rude to customers to the point that their...