Urban Air Trampoline and Adventure Park — Attraction in North Huntingdon Township

Urban Air adventure park on 3/3/24, North Huntington/Irwin. We have been to the other urban airs in the vicinity and they are all very fun and we rarely have issues. My family was very excited to come to the brand new facility today. Overall we spent over $400 to just come into the facility and enjoy the activities. Upon entering we were greeted warmly and explained what to do which was to go to the waivers, fill them out and then go to the front desk. I asked if once I filled the waivers out if I would be able to get the online price since it was discounted,at the registers and they advised me yes. I get to the front and ask about the different package options and the girl tried very hard to help but had no clue which did what or what kid could use what so that took us awhile. After getting the package figured out for what kids (age ranges 2-11) I told her what I needed and then was told the online price could not be done at the register. So I walked away and filled it all out online. The website is easy to navigate but there is not a lot of description on it as to what the passes do and then I’m asked to save money on a pas, I say yes because that seemed like a good deal. But when I get to the checkout I see that I’m forced to keep the pass for 12 months. So I had to go back and start over and re do all my passes. I would get a membership but my kids do sports all throughout the year and we rarely have the time. When I did this your website reset my location to north fayette without me doing so. I did not realize it would reset so I checked out with the $31 pass like I was previously. I go to the register and they couldn’t find my passes, because of that so eventually they did and fixed it and gave me the ultimate passes but it should have been platinum. I did not realize this until my daughter stood in line for the go kart, waited 30 mins and got rejected. My sister gave her, her platinum pass and again rejected so I got charged $20 to upgrade her pass. So now this pass cost $31.99 and another $20 for the upgrade. Here is another example of our family fun experience going wrong, 3 of my other children stood in line for the zipline sky flying ride and one went to the ropes. It was 5 o clock when they got in line. One of my 3 for the sky fly left the line and the other two finished the ride at 605. They waited an entire hour for the flying ride. Which could easily be fixed if you would just give people times and have them come back at that designated time. The child who did the rope swing finished the entire rope course and then did the ninja warrior course then got in line for the sky fly and finished at 610. So I paid over $400 for my children to wait in a line for half the time they were given. $400 for 2 hours and half of that time was ripped away. There were good things during this trip, most of the workers did try very hard and helped the children a lot which was great. There were lots of kids that skipped line at the go karts and some of the workers did really well with handiling that. The obstacle ninja course the workers were mostly amazing at helping the kids that needed help and were very attentive. Snack bar was fast but I only got a drink and some icees. Overall my kids spent more time waiting in a line they didn’t need to wait in/being rejected for no reason and I was overcharged. this experience has tainted my whole families view on urban air and their vision of customer experience. I will honestly not be back after this. I will spend my money at a difference park. 2/10 experience. Very disappointed. Marks were left on the wrist of my children from the bands being so tight. But if I removed them they wouldn’t allow them to do anything.

There was also one place to jump for my 2 year old and she wasn’t allowed to use the 2nd jump area which sucked.

Photos are time stamped to show how...

We recently visited Urban Air, and while there's a lot to like, several areas definitely need improvement. First and foremost, the park was overrun with unsupervised, unruly children, particularly those aged 10-12, who were disrupting the experience for everyone. These kids, often unsupervised and left to their own devices, were sprinting from one attraction to the next, causing chaos and posing a safety risk. A firmer hand in managing this behavior, perhaps by more strictly enforcing the rules or by hiring additional staff to monitor the activities, would greatly enhance the experience.

The park itself is expansive and offers a variety of attractions, though it's disappointing that two were closed during our visit. It was a busy day with multiple birthday parties being hosted, contributing to the crowded atmosphere. The staff, mostly high school and college students, were friendly and professional but stretched too thin to effectively manage the crowds or supervise all areas adequately.

The cafe was another pain point, with long lines and a slow, inefficient ordering process that could benefit from a shift to mobile or kiosk ordering and a cashless system. Despite these issues, the prices were reasonable, and the cheese sauce with pretzel was particularly memorable.

On the positive side, the facility was clean and well-maintained, with plenty of sanitizer available—though it was underused by guests. In conclusion, Urban Air has the potential to be a fantastic venue for family fun but needs to address significant operational issues, like increasing staff during peak times and possibly reevaluating their pricing strategy to better manage the crowd and behavior. Parents should also take more responsibility for supervising their children to ensure a pleasant experience for...

I've been a member since day 1 of this park opening. I've always had fun at this park, but, their customer service is just so inconsistent. I requested them cancel one of my children's membership, they cancelled mine instead. Once I realized the billing error, I contacted them. I understand that mistakes happen, I just wanted it corrected. The first gentleman was very nice, he told me to reregister my membership, and they would cancel the other one. I was told the incorrect charge would be refunded, as well as the additional fee I payed to sign up a second time. So, an hour of my time later, I called them back. The woman I spoke to said the complete opposite. She told me it was my fault, and there was nothing they could do. I spent 15 minutes explaining that I called them to cancel the original membership, and have no clue how they "assign" memberships. It was an honest mistake, but when I request to cancel a child's membership, and they cancel the parents, this is an oversight. Finally, she agreed to refund a portion of the membership so I still would "pay what I owed". I was ok with this, it was fair, but different than I was told. The fact that I spend a very long time correcting their error, when they charged me incorrectly, I feel them arguing about $3.99 was just slimy. I do not like shady business practices. I will be canceling altogether, because I lost trust. If you are considering a membership, I'd make sure you think about if overcharging would affect you financially. If it would, I'd be cautious.

The response i got to this was so cold and corporate. If I can't trust them with my money, I can't trust them with my children. Be cautious. I will be posting...