Big Air Trampoline Park — Attraction in Phoenix

I would say good place for kids to play and enjoy but not good hospitality. I booked a party for my child birthday, I had to wait in general line to check in and call the party host to discuss my party iterinary. They could have formed separate check in for party members. Room is too small and duration of 1 hr of room booking is for keeping your stuff, arrange, gather kids, take pics, cake cuttting, serving, getting food, drinks and eat and finish and leave. So if you have guest kid over 10, its not worth since Big Air host will hardly be visible during your party time and wait 5 to 10 mins for her to appear and then you request something like water, soda or napkins, knife, serve cakes etc but every request turn around time is minimum 10 minutes waiting for person to fulfill and then move to next step. Overall 1 hr window of room booking get killed on waiting game of the host to bring even a minor thing. They also cannot manage or host if there are large number of people. They simply put the plates on table and get vanished for a while. You or the party organizer has to do everything and also enjoy the party and also keeping clock on your hand to watch time. Overall disappointed on hospitality and greetings which can better . I was also told over phone that kids under 5 would charge $10 in party, now they say its general pricing and whoever told me over phone is wrong while booking the party. Overall you can come for kids jumping acitvity sometimes but not really worth having party as food is also not great, they serve cold thin crust soggy pizza and not like think crust crunchy pizza. My guests did not liked Pizza, thank god I had paid for outside catering to server my guests...

Don’t go here or take your kids here. They give out false information about sock trading. You trade in your socks for the big air socks and tell you that you can get them back after your jump time. They lied. They don’t let you get your socks back. When I asked for my socks back, they said no. I asked them where they put it in the trash. So here I am, digging through the trash like a raccoon, trying to find my socks. After 10minutes of digging through the nasty trash with mystery juice. They came out with another bag, the bag with my socks in it. I dug in the nasty trash, separating the trash and other socks, basically doing them a favor, and they had my socks in a separate bag. The bag had about 10 pairs of socks, the big one had probably over 70 pairs. Don’t get me wrong, the place is super fun and not busy most of the time, most of the staff is okay, but the other half of the staff ruins your whole entire experience. Some of the staff would just talk to each other, not paying attention to your kids safety. When I was at the zip line, there was no one there to help watch for safety or return the zip line to the station. So for every zip line ride, you would have to walk the zip line back up the steps and it wasn’t easy. Kids were doing jobs that the workers should be doing. Photos don’t match up with the park either. There was plenty of staff talking to each other and jumping on trampolines. Something the kids should be doing, not the staff. No amount of fun could make up for the poor performance...

On July 19th, my 12-year-old brother was pushed to the ground by another guest, with multiple witnesses confirming that a tall girl was responsible and making racist remarks. Instead of addressing the misconduct, the on-duty manager, Nico, kicked my family out of the park.

We immediately agreed to cancel all 5 of our memberships, and Nico said he started the process right then. Fast forward to August 7th — we were still charged $167.09. When we went back on August 8th, we discovered only one membership had been canceled, even though the charge was the same amount.

When we spoke with the current manager, Mercedes, she called Nico, who falsely claimed my brother was the aggressor and said he told us to call the next day to cancel (he did not). We also requested security footage but were told the system was down.

The situation has been handled with dishonesty and zero accountability. We are still waiting for our $167.09 refund. I hope management takes this seriously and treats families — especially children — with the fairness and respect they deserve.

If this message reaches the right people, we hope to resolve this ongoing issue. Thank you.

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