Urban Air Trampoline and Adventure Park — Attraction in Moore

We recently attended my nephew's 10th birthday party at Urban Air in Moore, Oklahoma, and it was a disappointing experience from start to finish. Here’s a breakdown of the issues:

Concessions Stand Our group placed three separate orders, and the experience was chaotic. While the first order (2 slices of pizza and 2 drinks) came out promptly, the second order was completely forgotten. After two people from our group had to follow up repeatedly, the staff finally admitted they had lost the order (3 slices of pizza). The whole process revealed a clear lack of organization, staffing, and customer care.

Pricing The pricing structure is outrageous. The most expensive day pass ($36.49) is the only option that includes unlimited access to the go-kart rides, ropes course, zip-line, and VR games. For families not willing to pay that price, individual go-kart rides cost an absurd $12.99 per person. It’s hard to justify these prices when the experience is so poorly managed.

Go-Kart Chaos The go-karts are the most popular attraction, but the experience was incredibly frustrating. The races took forever due to constant stop-and-go interruptions. Anytime a kart got stuck or hit a wall, every kart on the track had to stop while employees manually resolved the issue. We saw a dozen kids getting stuck on a sharp turn, halting the entire race. To make matters worse, one child in our party was kicked off the track for bumping into the wall twice, even though plenty of other kids had similar incidents without being removed. The inconsistency in enforcement was both confusing and unfair.

Staff The staff appeared to be mostly teenagers or young adults (probably 16-22), and their lack of professionalism and urgency was glaring. They worked in groups, chatting with friends while tasks went undone. None of them seemed capable of handling responsibilities independently, and their disinterest in customer service was frustrating.

Safety Concerns The safety standards at this facility were appalling. A young girl had a terrifying incident during a go-kart race when her kart unexpectedly switched into reverse, sending her careening backward down a ramp into a wall. She was screaming and crying, and the entire crowd was visibly concerned. Despite the seriousness of the situation, the staff’s response was inadequate. Four employees and a young manager eventually intervened, but the manager dismissed the situation with a lighthearted explanation and a smirk. It was shocking and completely unacceptable.

We will never visit Urban Air again. The disorganization, lack of professionalism, and glaring safety issues made this an absolute waste of money. At the prices they charge, customers deserve far better. If they don’t address these serious problems, I can’t imagine this business staying open much longer.

2/4/2025 UPDATE: I've noticed that this company likes to respond to their customer reviews with, "We do not have the above name in our records." I am not sure if this is their attempt to discredit someone's review, but I wanted to address this. As our visit was to attend my nephew's birthday party, I did not have any reason to purchase anything, therefore my name would not be in their system. I am 34-years old and I think it's pretty normal to attend a children's party without paying to play with all the children............ Whoever is responding to these reviews should find a better use of their time and actually improve the issues mentioned in all the...

Just like another reviewer stated, “where dreams go to die” is very accurate. We have been regular visitor's/membership holders since the park opened. So we’ve been going for years and the same attractions are closed almost every time. They are in no hurry to fix anything! Anyway, a friend and I took our kids there yesterday and had the worst possible experience ever. Our girls were on the “tumble track”, but were told they couldn’t flip, run, or jump from trampoline to trampoline. They were confused as to why they couldn’t tumble on a “tumble track” because they have always done this. I asked 3 different workers and kept being told different things as to what they could and couldn’t do. I feel like by the time I got to the 3rd worker, we had clarified the exact rules. All three employees were rude to me. And I saw numerous other kids doing flips and not being called out. Then out of nowhere a manager appears to talk to me. I then confirmed the rules again and we all appeared to be on the same page, that conversation went just fine. Our girls, just standing on the floor (had not even touched another trampoline since the first manager came out) were approached by yet a different manager (Mario) and were getting in trouble. We had several sets of eyes on our children and they HAD NOT done anything after being talked to. I was then lied to about security cameras saying our girls were disobeying again, yet they were standing in front of us not doing a thing. I was basically being called a liar and there was more than just me witnessing what was “happening” or better yet not happening. Urban Air has a different definition for “tumbling” on the “tumble track”. No flips of any kind, even though I had a manager tell me tumbling was okay. They think tumbling is roundoffs, even though tumbling is all the above. I’m a gymnastics/cheer mom, I know the difference. The manager, Mario was extremely rude to me when i was trying to clarify do & don’ts with him. He did not want to listen or even have a reasonable conversation with me. My daughter asked him a question and he was extremely rude to her and dismissed her. I also brought up other kids doing flips and even being talked to by name…from workers and they NEVER got in trouble (I guess it’s okay if they know them). He dismissed that comment. I then complained about paying so much at a place where my kids couldn’t even do anything and things were closed. I guess that was his breaking point because he then told me to leave and had us escorted out of the building. I NEVER raised my voice with him and felt I was patient for not being listened to. He likes to say he didn’t kick us out, but I do have video being “escorted” out and then being told to “Have a Nice Day” as we went out the doors. From the very beginning, I do felt we were targeted. Because heaven forbid a parent get involved and ask questions. I felt discriminated against. The franchise owner needs to do something about his managers and workers, they will drive that place out of business. We will never return to...

This place is ridiculous. We have 4 Platinum memberships for our younger kids who like to go often. This time, our older 2 kids decided to go. They arrived at 6:30 PM and were told they needed an adult to sign waivers for them. So having to wait for that to happen, it took 20 minutes for them to actually get their passes and go in. They went in at 6:50 PM.

They were told they couldn't purchase the basic passes for $15; they could only purchase the Deluxe passes and up. So they spent the $21 each on these passes after having to waste 20 minutes of their "play" time, giving them only 1hr and 10 minutes to play. The areas they were able to use with the deluxe passes weren't very clear, so as they waited for someone to come operate the climbing wall only to tell them their passes didn't work for that, just wasted more of their short visit.

Frustrated, my daughter walked back to the person at the front desk and asked her if she could just get a refund since all they were able to do the past 30 minutes was waste time trying to find something that was actually open or had an operator. The front desk clerk said, "Yes, that shouldn't be a problem. Let me talk to my manager." At this point, the time was 7:23 ( I know all of this because I was on the phone with my daughter while it was happening.) The clerk got off the phone with her manager and told my daughter they could not give a refund because they had been there for more than 30 minutes. THREE MINUTES. They were there for 33 minutes so they couldn't get a refund. My daughter politely asked if they could at least get an upgrade so they could do SOMETHING for the last 20ish minutes they were open. "No, not unless you pay to upgrade" the clerk said.

After hearing all of this, I got off the phone with my daughter and called to speak with the manager. I was able to speak with Kay, the manager on duty this evening. Kay was politely condescending and spoke over me when I was trying to explain why the kids weren't able to use the majority of the areas that were included with the Deluxe pass. They didn't have enough employees working to operate each of the areas. She told me that since they went on the trampoline (one time), that they had provided a service, so they won't be issuing a refund.

As I said at the beginning of this review, we have 4 kids who we pay for a membership monthly. We are frequent customers of this establishment, and the one time we ask for a little bit of grace, we were able to find out how the management really feels about their patrons. Profit over customer satisfaction is an awful way to run a business.

After this experience, I have decided that we will not be renewing our memberships with Urban Air. Our money will be spent with companies that appreciate...