Urban Air Trampoline and Adventure Park — Attraction in Tulsa

I’ve been a member of Urban Air since January 2024, but today’s experience was extremely disappointing and distressing for my family. Today, my family visited the Urban Air located at 3328 E 51st St, Tulsa, OK 74135. My kids received popcorn that I noticed was burnt to the point of being inedible (see the attached pictures). I alerted a female café staff member, around 40–50 years old, about the problem with the popcorn. Surprisingly, instead of solving the problem, she immediately asked me to take my kids and leave the facility.

The burnt popcorn was potentially carcinogenic, and I attempted to explain this health concern. When I asked for her name, she refused to provide it.

Adding to the frustration, we had ordered two slices of pizza and were told they would be ready in 10 minutes. However, I only received them after waiting there for more than 30 minutes and several follow-ups. When I went to the front desk to speak with a manager, a young woman in a black shirt—without a nametag—claimed to be the manager and, again, told me to "take your kids and leave." I don’t believe she was actually the manager, and she also refused to give her name.

Then, the first café employee came to the front desk and falsely accused me of throwing popcorn at her, claiming there was security footage of the incident. I did not do any such thing and encouraged them to check the surveillance footage. She then changed her story, denying that she had asked me to leave, instead claiming she was "trying to fix the situation" because the popcorn machine was too hot—which was untrue. She hadn’t mentioned anything about "fixing" or the "popcorn machine" to me when I told her the popcorn problem. She simply asked my kids and me to leave Urban Air without any explanation or apology.

I returned to our table, where my two kids were still eating their pizza. Soon after, a young male café staff member (who appeared to be a teenager) and an employee named Jacob approached us. Jacob stated that the manager had instructed us to leave, making this remark in front of my children. This entire experience was upsetting, especially as my kids had to witness these events after consuming burnt popcorn. My children later told me they felt traumatized by this experience at Urban Air in Tulsa.

It’s troubling to consider the impact this may have on my children, and as a paying member who spends $47.72 monthly, I am deeply disappointed by how the Urban Air staff in Tulsa treated us and by their lack of professionalism. Not a single employee offered an apology for the burnt popcorn; they just considered it acceptable to serve burnt food to customers, including young children. If a customer expresses dissatisfaction with the burnt popcorn, the customer is unwelcome and will be told to leave. Clearly, customer care and health are not priorities for this location. This should NOT be how a company treats its members! I hope Urban Air in Tulsa takes these concerns seriously and addresses the need for improved customer service and food safety standards.

So I decided to cancel my membership and would never go to Urban Air Tulsa again. However, the company does not allow me to cancel my membership until after one year. So I just paid my membership every month but don’t want to go there again to get more insults?...

I would have given it five stars had the staff been more competent and helpful. When my kids and I first arrived there were three families ahead of us in line. There were four girls that appeared to be working behind the counter but the way it is setup it seems like each lane is for a specific ticket purchase method which makes sense and I’m sure will eventually work out smoothly but it would have been nice to have the staff assist the other people waiting in line and explain how things work instead of sitting behind the counter pretending to write stuff down on a dry erase board over and over again while one worker had to help the three families on her own. After about 15-20 minutes went by of sitting in line I decided to try the self service kiosk, which would have been helpful had one of the other workers (who weren’t doing anything at the time anyways) offered to walk me or the other clients through it since it was obviously our first time there. I thought I purchased everything I needed and then took my ticket to the counter to pick up our wristbands and socks. But then the worker said I bought two different wristbands for my kids by mistake. So I asked her if I could simply pay the difference and upgrade the cheaper wristband to the more expensive wristband so both my children would have the same access to everything. She was so confused and didn’t know how to do it and was not happy about having to try and figure it out. She then asked for a calculator and was talking about having to refund me money but then I explained to her that I was trying to give them the $5 difference in purchase price between the two wristbands to UPGRADE the wristband. Her coworker understood and assisted. We finally started to play and my kids loved it!!! The facility is nice and clean and quite unique. The only complaint I have with the equipment is that some of the staff were not doing there jobs properly. For example the obstacle course worker did not stop people from entering the course the wrong way or instruct them where the start point was which caused chaos in the course and people where blocking the paths from both directions when people clashed in the middle. Then on the virtual reality equipment the staff did not properly set up one of the games for a client and the experience just wasn’t as smooth as it should have been. For the price of this place I would have appreciated more enthusiastic and helpful staff. But hopefully over time they will employ better employees and this place will then be...

I honestly don't know how this place stays open! Over the last few years every single time we have gone several trampolines/attractions are broken amd not working along with half the games. It is very clear there is no sanitization and if there is whoever is in charge needs to make changes. There was hair caught in zip ties along some of the netting including way up high only adults/teens could reach. Used band-aids laying around and dirty dull white balls in the ball pit with several crushed ones. Some places that "used" to have working equipment are stripped down to just a circle trampoline or stripped of the whatever euipment is supposed to be there because why fix it. Even the newer attractions like the interactive light floor weren't working. Trying to find staff to help with anything is a joke as I quite literally had to search for them and then saw them in the back of the concession vaping and as soon as they saw me, they ran off and tried to hide so i rang the bell a few times till they showed up. For the price people are required to pay to play here it is down right ridiculous that they don't keep things working and clean. I honestly don't know how they haven't been shut down with all the health hazards and other hazards that are there. As they only use poles to "block" broken equipment. Oh also they have a new system where they have to type in all of your information on your card including zip code and 3 digit code and you have to hope they don't save your information as it asks if they want to save it for future payments. Be cautious going here idk if we will be back again. I've given several chances about every 6 months but nothing changes. Glad I didn't invest in a membership like I wanted last year.

We went early in the day so there's no excuse on why it was so dirty.

I wish I had gotten more photos but I...