Urban Air Trampoline and Adventure Park — Attraction in New Haven

I have mixed thoughts on Urban Air in Waterbury. They have a lot for the kids to do which is great. We got memberships today and we will return, but we will see how it goes... overall I do think it will be a great spot for the kids to burn energy on a rainy day, so it’s worth it in my opinion to get a membership. They also get a slice of pizza with the premium membership so that’s cool too. I added my parent pass onto the membership to be with my boys which is fairly priced too, but if I need a break there were plenty of places to take a break which is good. But, with the atmosphere I highly recommend staying by your children and I’ll explain…

So what makes me unsure at this time. (Also we went on a Sunday, so average busy weekend give or take)

The age requirements in some areas versus other areas is weird and the strategy is questionable. The slides and playscape are large enough for full grown adults to be in but they want it to be almost like a toddler area? It doesn’t make sense because the steps and slides are definitely designed for older kids (and has handicapped signage as well which is confusing for my 11 year old special needs son that sees a fun slide and wants to go down it). My thoughts… remove the arcade and make a separate toddler play area with a small ball pit, a few small slides, STEM toys, and that would be a good spot where they’d be safer. Their current “toddler” area is ATTACHED to the structure for the zip line and obstacle course which is for those over 4ft tall which is obviously taller than anyone technically “allowed” in the playscape. Totally contradicting and confusing. Most staff we interacted with was pleasant, but they’re absolutely understaffed which made me feel guilty tbh. Because we’re there to have fun, but one person to these large areas meant to accommodate several guests at a time just isn’t ideal and no doubt stressful for staff. Major kudos to the young girl with tattoos working the zip line and obstacle course today. She deserves a pay increase, and she had patience for my son. I really appreciated her, she’s a gem. She was working the zip line, obstacle course, and securing guests in their harnesses by herself, moving up and down the course to help guests. I’ll likely look to see if I can leave a compliment for her on the website because she was putting in WORK! Which leads me to my next point… Why is one person doing all of that? Is that really to their standards of safety to have one employee for all of that? There should be at minimum two employees for that area. One securing harnesses on guests, and another loading guests onto the zip line or obstacle course.

Other areas… the foam pit, they were missing one of the batons for the “fighting” on the beam, one basketball hoop area was blocked off, laser tag was “available upon request,” and one person working solo for the kitchen. Also, by the giant “air bag” that you land onto from jumping off of the trampoline there were teenagers just totally abusing that area and using profanity. They were running from the far end of the fence, and jumping onto the air bag, and doing double flips off the trampoline onto the airbag, with staff standing by doing nothing with small children around. I can see how aggressive teens can ruin the family fun for those who bring their kids for healthy, active fun and the kids who are using the equipment as it was meant to be used. At some point, urban air will need to make a decision to have to create a public rule that parents can’t just drop off their teens. Amusement parks are doing it, and I don’t doubt that trampoline parks and arcades will have to follow along next for the safety of all. It was an accident waiting to happen and it takes away from their younger demographic.

I do recommend Urban Air but please hire more staff. Please credit the employee that was really working hard on that zip line/obstacle course today. And please instruct employees to remove teens from areas that take away from those who are using the...

I come here often with my two kids and some times with my church family. Yesterday was my oldest son birthday so I took him and a few friends. We normally go on the weeks when it’s really busy. The kids are having fun but the mood switch all of a sudden when my son tell me that some kid was calling them racial slurs! I immediately went to find the child parents (who was NOT there with him 😒) to tell about the incident. The child was there to attending a birthday party also. At this point the child begins to disrespect me! Calling me names and try to get into a verbal argument with me. The parents who child birthday it was they actually stepped in and was trying to defuse the situation but the child was of course out of control and very disrespectful to them as well. Staff was called over to see what was going on. I don't remember the young man's name at the front desk but he stepped in IMMEDIATELY and asked me what happened, apologize mutually times to myself and kids on behalf of the child. Then went to talk to the family let them know let them know that he will snatch the child's wristband and they will be banned from Urban Air because they do not tolerate racial slurs. (Yess he was ready to snatch the child wristband but I didn’t want to ruin the other little boy's birthday do to one rotten apple) He then offer my kids free items from the concession stand. The manager name is Larry I believe. Thank you for your staff and thank you for not supporting this...

I took my daughter and her 2 friends out for the day to celebrate my daughter’s graduation. The entire time we were there we were being watched like we were the only people in the place. My daughter and her friends started to feel very uncomfortable and felt harassed. I as a parent don’t appreciate that my kids didn’t feel like even jumping because they felt like they were being watched. I had spoke to a worker there named Isaiah and he was the nicest worker there and just kept apologizing for the behavior from his other coworkers towards us and kept checking in to make sure that we were comfortable. That’s a good worker! Another one the employees there pushed into my daughter’s friend really hard while walking past her which is very unprofessional. As we were leaving the kids wanted candy before we left so we stopped over at concessions to get candy and my friends daughter got candy and the worker then made a comment that I need to teach my children manners because she grabbed it from him which she didn’t. And then refused to help me with the other kids so we ended up not purchasing anything else. But the guy worker at concessions kept making comments about my children and myself which was making me very mad so while walking out the door I asked to speak to a manager and was told that there was nothing that they can do for me. Just not a good experience, it wasn’t only the first time that I experienced a bad time at urban air...