I visited with my family (including baby and young niece). We bought tickets online and reserved a time slot. Of course we expected lines and waiting, but this was straight out irresponsible management. They had people crammed into a hallway, literally wall to wall. There are automatic stairs going up and no staff regulating how many people go up the stairs. This resulted in people falling on top of us, people falling on the stairs. Hallways are small with poor ventilation and no near exits. After about 40 min we decided it was a safety hazard for us and our baby to be under those conditions, especially since we had no idea how many more narrow hallways we would have to be squeezed into, but there was no way to exit. We happened to see an employee squeezing through the crowd and asked him to take us out. At the exit, we expressed we wanted to talk with management for a refund, the response was that ticketing counter could solve this.
At ticketing counter, we met the manager. He was rude, defensive, inflexible, and lacked empathy for our situation. His "solution" was that we re-enter, or come again another time (in other words, repeat the experience). He took no responsibility over the safety hazard people were being exposed to and refused to consider a refund because of their terms and conditions (which are really abusive in my opinion). We explained how their website said one thing, and the experience was completely different. He said CDC allowed them 70% capacity (no idea where they'd squeeze in 30% more people).At the end he gave us a card for customer service and said he had to "disengage" from our conversation. We were really disappointed on the way staff managed the situation and the disorganization of the whole service. Their website sells an experience, but it is far from it. They clearly don't care about the safety of their clients and make you responsible for their lack of organization. My brother ended up going to another NY skyscraper experience and it was a completely different situation, with amazing security standards and excellent customer service. Don't waste your time and money at the Edge.