Urban Air Trampoline Park

I apologize about the inconveniences this has caused youYour reservation was to take place from Los Angeles to Las Vegas, therefore your purchased destination was Las Vegas and not BarstowPlease understand that in our terms and conditions it states that passengers are not allowed to disembark at alternate locations other than what is stated on their reservationPlease note that rest stop time and location is at the discretion of the driverWe do not provide the time and location of the rest stop to our passengers when booking a reservationThe driver did not miss a scheduled stop for we do not disembark passengers at different locationsPassengers are supposed to stay at the rest stop for the limited time and board the bus againIf you decided to board the bus and not reboard at the reset stop location we are unable to assist youOur services do not travel to Barstow as a pick up/ drop off locationIf you were previously deboarding the services at this location we are unable to assist you if your journey stopped at a different rest stopAt this time, we are unable to honor your request for reimbursement

Complaint: [redacted] I am rejecting this response because: no terms and conditions state that the stops are at the discretion of the driverEven regular passengers confirmed that the route has frequently-utilized stops to which they are accustomedFurthermore, the driver never announced any such stop so there was no way of being preparedAdditionally, nothing warranted the misconduct of the driver slamming the door in my face, nor the disrespectTo refuse a refund would be asinine, especially taking into consideration that the complaint addressed more than just the issue of 'where' the bus stoppedMoreover, please produce the terms information that specifically states that one cannot unboard a bus at their own discretion Regards, [redacted]

I have refunded the passenger in fullPlease allow 3-business days for the refund to post to the passengers account

We apologize it appears there was some confusion regarding the Glow Party However, Urban Air has never and does not offer Glow Parties on Saturday These parties are only offered on Friday as clearly indicated on our web page If you review the attached PDF (which is a print out
of our web page), I have highlighted the area on page two where it states Glow Parties only occur on Friday The complaint states that Mr*** booked his party three weeks in advance Reviewing our records, he booked the party online before speaking with anyone Therefore, there were no representations from Urban Air to Mr*** BEFORE HE BOOKED the party where we represented he could have a glow party on Saturday.It should also be noted that there are four types of birthday parties offered to the customer online The customer selected the Deluxe Birthday Party Room He could have (but did not) select the Glow Classic Party Table or Glow Deluxe Party Room If he wanted a Glow Party, he should have selected it If he attempted to book it on a Saturday, the computer system would not have let him as the system is designed to only schedule Glow Parties on Fridays.We are sorry that the air conditioning in that room was out the day of the party This was just as unexpected for us as it was for the customer In response, we did provide Mr*** with a discount We strive to provide the best possible experience for our customers and it is unfortunate the customer was dissatisfied However, we are of the opinion he received what he purchased and will not be refunding his payment I am happy to discuss this further with the customer or you, as necessary

I apologize about the inconveniences this has caused you. Your reservation was to take place from Los Angeles to Las Vegas, therefore your purchased destination was Las Vegas and not Barstow. Please understand that in our terms and conditions it states that passengers are not allowed to disembark at...

alternate locations other than what is stated on their reservation. Please note that rest stop time and location is at the discretion of the driver. We do not provide the time and location of the rest stop to our passengers when booking a reservation. The driver did not miss a scheduled stop for we do not disembark passengers at different locations. Passengers are supposed to stay at the rest stop for the limited time and board the bus again. If you decided to board the bus and not reboard at the reset stop location we are unable to assist you. Our services do not travel to Barstow as a pick up/ drop off location. If you were previously deboarding the services at this location we are unable to assist you if your journey stopped at a different rest stop. At this time, we are unable to honor your request for reimbursement.

Good morning I apologize for not emailing you earlier. I received a call back from the company in regards to my refund on 7/17. They stated that they somehow misplaced it and will be sending me a check and I will receive it in about 6wks. If you could please keep my claim open until I receive...

my paycheck from the company I would greatly appreciate it. I would also like to thank the Revdex.com for their help in getting this situation settled.

Complaint: [redacted]    
I am rejecting this response because: no terms and conditions state that the stops are at the discretion of the driver. Even regular passengers confirmed that the route has frequently-utilized stops to which they are accustomed. Furthermore, the driver never announced any such stop so there was no way of being prepared. Additionally, nothing warranted the misconduct of the driver slamming the door in my face, nor the disrespect. To refuse a refund would be asinine, especially taking into consideration that the complaint addressed more than just the issue of 'where' the bus stopped. Moreover, please produce the terms information that specifically states that one cannot unboard a bus at their own discretion. 
Regards,
[redacted]