ComplaintsforUrban Air
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Complaint Details
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Initial Complaint
09/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I’ve tried contacting urban air for over a month now. No one from the organization has been able to help me with my concerns. I visited urban air on Aug 5th and was very disappointed in the service. I paid a lot of money and was not able to enjoy any of the attractions due to the employees not being at there designated post I complained about this while there but still no one listen or was able to allow us on the attraction. My sons and I had to wait over 20 minutes for one ride before someone finally came over to let us on. This was the worse experience and want my money back!!!Business response
10/02/2024
We are truly sorry your experience was not as well as anticipated. We strive to improve; we would like to resolve this issue by giving you 4 Platinum passes for your family on us!Customer response
10/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** **********Initial Complaint
08/10/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
We signed up for an Urban Air membership for my children, but my autistic son couldn't handle the crowd so we haven't been back. I have attempted to cancel my membership repeatedly and they won't do it. They tell you when you sign up you can cancel at any time, but that's a lie.. so it's been charging me every month...Business response
08/10/2023
We strive to meet the needs of all our guests, but we are understanding that our park may not be for everyone. It is to be noted that when a customer signs up for a membership they are notified and agreeing to a 12 month commitment. No where is it advertised that a membership can be canceled at anytime as per the complaint. Our FAQ section of our website further describes the 12 month commitment and timing for termination (attached). The memberships for both children tied to this account have been cancelled effective today.Initial Complaint
05/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a membership with Urban Air for my goddaughter and godson last week. After bringing my goddaughter who has ******** ****** on 3 separate instances she was told she couldn't participate in several of the attractions. After speaking with the manager I was told that she would not be able to participate in a lot of the stuff. I asked prior to purchasing the membership if they were handicap friendly and was told yes. She was embarrassed and upset by being discriminated against when she is perfectly able to do most things. I am requesting they terminate my membership immediately.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.