Supershuttle International, Inc.

Review: I used SuperShuttle on a trip to Washington DC with a group of 20 students. I prepaid roundtrip transfers from the [redacted] to [redacted]. While at the resort, I booked multiple trips for my group to travel to the [redacted]. I was overcharged on one of these trips. I did not find the overcharge until I recieved my credit card statement. I called and talked to [redacted] and she assured me it would be taken care of. I think they thought I would forget about this overcharge, since it has been a year since it happened. The case number listed is from an email from [redacted] CSuperShuttle Case# [redacted]Desired Settlement: I hope to have the overcharge amount refunded to me by check or refunded to my credit card.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and has attempted to resolve their concerns. Sincerely, Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response I received from Super Shuttle was a non response because it was not true. They have not tried to contact me, and they have my email address. They had replied to a few a my emails, and then there was not action or further contact. I have not had replies from my last two emails. I have attached the emails that I have sent with the responses. If the company truly wants to contact me, they have my email. I simply want the unlawful charges refunded to me. They billed me for a trip that I did not take.

Regards,

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and has let the customer know the refund was previously processed on 7/20/15 back to the card on file. Sincerely, Customer Care

Review: Company states that it will give refund if shuttle cancelled at least 24 hours before scheduled date. I cancelled two reservations and did not receive refund. I contacted the company by phone three times and by email four times (not including cancellation emails). Initially the company blamed my bank, then admitted that they had made a mistake. Still, they have only refunded half of my money.

Product_Or_Service: Shuttle ride

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

$75.40

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the

customer and has attempted to resolve their concerns.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Business stated that refund was sent to my bank on June 5, 2014. The refund is not in my bank. Previously, business stated they had sent a refund to my bank and blamed the bank for lack of refund. Later, business apologized and stated refund was never sent. I will wait until I see the refund actually in my bank before I consider the matter resolved.

Regards,

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint. SuperShuttle has contacted the

customer and has resolved their concerns.

Sincerely,

Customer Care

My wife is alone in NYC, she trusted Super Shuttle for her shuttle to [redacted] and this is what happened.

She came across the driver at the building (he was African American and had an Asian person on the passenger seat), because he was early he apologized and told her he was going to wait until she came down with the luggage. Again, she is alone in NYC and had to carry 2 large pieces of luggage by herself.

When she was on the street... HE WAS GONE.

That's not it.

I called, a very nice lady tried to help, no luck. She puts me through with "Supervisor [redacted]", who puts me on hold for 20 minutes, he comes back and says that he is looking for a vehicle in the area. My wife was telling that at that time 3:30 pm in Manhattan, was crawling with SS vehicles. But after 10 minutes on HOLD ... HE HUNG UP ON ME.

I am looking for my refund since the company, has the nerve of saying my wife was a NO SHOW.

Thank you, Revdex.com

Review: On Sep 4, 2015, I placed an online order at www.SuperShuttle.com for van pickup from a business office in Roseville, CA, to Sacramento Int’l Airport.

On the same day, at 1:07 AM PDT, I got an email from [email protected] with confirmation number 7522961. The message specified scheduled pickup date and time (Sep 5, 2015, 6:50 PM with 15-minute pick-up window) as well as pick-up location (8000 Foothills Blvd Roseville, CA 95747). It also confirmed that my international flight was scheduled for 10:40 PM.

Next day, on Sep 5, 2015, the same info was confirmed twice over emails (at 6.10PM and 6.13PM).

However, no van arrived at above-mentioned time.

At 7.06pm, I called Super Shuttle Customer Service at 1(800)258-3826 and the representative told me there had been delay but the van should arrive shortly, within 15-20 minutes. After that, I started tracking the van location using “Where’s My Van” app on smartphone. It displayed the van was approaching but then it took wrong direction, went to 9000 Foothills Blvd Roseville, CA 95747 (about 15-minute walking distance from the requested pickup location) and stopped there.

At 7.24pm, I called to Super Shuttle Customer Service hoping to let them know the van was waiting me at wrong place, however dealing about 2 minutes with automated phone system did not resolve the issue. During that call, at 7.25pm, someone called me from 1-915-648-2500, however, no message was left. When I called back, I realized it was Sacramento Area Super Shuttle automated phone system – no live person was available.

At 7.27pm, I called again Super Shuttle Customer Service and finally I got live person. However, the call was put on hold and then it was disconnected. 10 minutes 39 seconds were spent in vain.

At 7.38pm, I called the same number and finally, in 14 minutes, was told that my van had left Roseville, no other van expected in that area and if I do not want to be late I should take care of transportation myself. The best thing Super Shuttle representative could do was canceling my order and escalating the case for refunding my money prepaid online.

So, taking into account, my flight was international, I had no choice except calling a taxi. At 7.58pm, called to Better Cab, the taxi arrived in 20 minutes and then delivered to the airport for $90.

No alternative transportation or compensation was offered by Super Shuttle representatives although it was Super Shuttle’s fault. Placing the online order, I left the notes that pickup address was Hewlett-Packard company office as well as specified follow signs. However, the van stopped at the office of Cokeva Inc. and all signs on the way clearly show the company name. No voicemail/email/message was left to me and, moreover, Super Shuttle phone system does not allow directly communicate in such situations.

If I had known such a level of service, I would have placed no order. Although, Super Shuttle refunded $27, I do not think it is fair I was under such a stress during one hour (continuously calling Customer Service in order to get through automated phone system, and waiting) and then, finally, paid 3 times more for getting the airport ($90 vs $27).Desired Settlement: 1. I am requesting to be reimbursed for the unplanned fees I've incurred, that is, the difference between my taxi ride of $90 and the original cost of $27 I was supposed to have incurred, for a total of $63.

2. An apology letter from Super Shuttle.

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint. SuperShuttle has contacted the

customer and has attempted to resolve their concerns. Sincerely,Customer Care

Consumer

Response:

In fact, on Nov-23-2015, Supper Shuttle representative contacted me over the phone and asked for copy of the receipt issued by taxi driver. It was sent it on the same day but I have not got anything from Supper Shuttle yet.

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint. SuperShuttle has contacted the

customer and has let the customer know a manual check is being mailed. Sincerely,Customer Care

Review: We had a reservation for two for a ride from [redacted] CA to SFO on 11/21/14 (Reservation No. [redacted]), with pick up between 8:15 and 8:30 PM. We called at 8:30 PM when the van had still not arrived. We were told that they had no vans available but would a taxi would arrive in the next 15 minutes. At 8:50 PM when no transportation arrived, we called again and were on hold for almost 30 minutes. At 9:20 PM we were told that there was no transportation available and all they could do was cancel the reservation. We began calling taxi services and called several before we found one that could be there in 15 minutes, giving us a chance that we would still make our 11 PM flight. We had no option but to take an expensive taxi at the last minute in order to make the flight, costing us $130.42 instead of the $45 we were being charged by SuperShuttle. Had we known that they would not honor the reservation, we could have arranged for other services that would have been much cheaper than the $130.42. When we returned from our trip on 12/5/14, I contacted SuperShuttle and spoke with "[redacted]", who stated he would forward the complaint (case # [redacted]) to the Billing Dept. and they would contact me that Monday about a refund of the [redacted] fare. I never heard anything back. On 2/12/15, I called again and was told to call a different number and speak with "[redacted]". I called that number and left a message, but never heard back. On 12/17/15, I called again and reached [redacted]. She stated that because I had already filed a complaint, I needed to call a different number. I called that number and spoke to someone named "[redacted]". He found the complaint on file, and stated I should email him a copy of the receipt for $130.42 the taxi ride and he would speak with his manager about reimbursing us the difference. As directed, I emailed [redacted] on 2/17/15 with a scanned copy of the [redacted] receipt for $130.42. I received no reply to this email, and have heard nothing since.Desired Settlement: At the very least, we would like SuperShuttle to reimburse us for the difference between the rate we expected to pay on our reservation ($45.00), and the amount we had to pay ($130.42) due to having no choice but to take any [redacted] we could get at the last minute in order to make our flight. At this point I do feel we deserve more (the full cost of the [redacted] ride and/or a complimentary service in the future) due to the frustration and aggravation of making repeated attempts to obtain satisfaction from SuperShuttle with a complete lack of customer service on their part.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has attempted to resolve their concerns. Sincerely,Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received an email from [redacted]. in the Customer Service Department on 03/09/15 asking for my mailing address so that a manual check could be mailed. There was no information provided as to their offer and whether they were going to reimburse the difference between the SuperShuttle shared ride and the private taxi. I responded that evening with my mailing address but have heard nothing since. I will consider the matter resolved once I have received a check from them; however based upon the lack of follow through in response to my previous efforts I do not have faith that they will respond without monitoring by the Revdex.com. Thank you.

Regards,

Review: I was scheduled to be picked up from Chandler AZ today and be transported to sky harbor airport.

My pickup time was at 3:30. At 3:21 o got a call from a [redacted] at super shuttle, he said he was at he front of hotel to pick me up. I said he was a bit early. I told him I would grab my luggage and head down. 3:29 I arrive outside to no super shuttle. [redacted] would not answer the phone he called me from now. I called super shuttle and they said [redacted] wrote me down as a no show. This just after 4 mins prior I said I would be right down. I did not get a follow up call. Super shuttled only reply was to send out another shuttle at a much later time. This would've have made me late to the airport. No apology or nothing from super shuttleDesired Settlement: Refund my 44.00 and pay for $50 cab ride. And apology would be good

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has attempted to resolve their concerns. Sincerely,Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Super shuttle has offered to refund my fee and pay for my cab ride to the airport. Onve I recieve payment I will be satisfied

Regards,

Review: The reservation made by the [redacted] Admit Week team was incorrectly made for SFO instead of San Jose. When my daughter arrived and was not able to locate the reserved shuttle she called the number on the reservation for help. They changed her reservation to go out of and return to [redacted], but they never told her there would be a $69 charge each way. It was only explained to me after my 5th call to the company that this was because it was a "private van" because they don't normally pick up in San Jose. My daughter ended up taking an [redacted] from [redacted] when she arrived and took the shuttle with the rest of the departing students on Sunday. She was not in a "private" van. They did not notify my daughter of the $69 charges each way and she did not authorize that charge to her card.Desired Settlement: I would like a refund for the $69 trip she did not take and for $49 to reduce the price to what she had originally agreed upon and to reflect the fact that she was not in a private shuttle on her return trip to the airport.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has attempted to resolve their concerns. Sincerely,Customer Care

I had scheduled a shuttle (#[redacted]) to pick me up from my apartment to take me to the airport. I had waited and waited and the shuttle never picked me up. After being placed on hold for an extended period of time, the employees were unable to contact the driver and said they were going to call a taxi. I declined and asked for a refund because- at this point- I was running late for my flight and it made more sense to drive myself to the airport. However, I will never request services from this company again.

Review: On August 4th at 4:30am our flight from Las Vegas landed in Oakland airport. A friend of ours had booked us a last-minute Supershuttle shuttle bus to get us to his home because he was unable to pick us up himself. We were told one would arrive at 5am but it had seemed that we missed it so we called the company and they told us another would be there shortly. Another one arrived but when we asked the driver, he said he was only there to drop off and then left. We called again and a different customer service representative told us we had to wait an hour. Several more shuttle buses came by but none of them were for us. After an hour and 15mins with no shuttle, we called again. This time they told us they'd send an emergency shuttle because we had been waiting outside for nearly two hours. That one didn't show up either. We finally got on the phone with a capable customer service representative and he transferred us to the dispatcher who was very patient and helped us get a shuttle. In total, we had waited three and a half hours outside. This should have been the end of our troubles with Supershuttle since we booked our return to the airport in advance but we were wrong. We were lead to believe by previous dealings as well as current employees that a phone call would be made to whichever phone number Supershuttle had for the booking when the shuttle arrived to pick us up. That is good hospitality. However, when the scheduled time came there was no phone call and we were waiting inside for about an hour so we called. The customer service representative was very unhelpful and rude. She told us that because we were not waiting outside, the shuttle marked us as a no show and took off. She said that we were not guaranteed a phone call and that we should have been ready and waiting outside. Not only did she not offer us a refund, she said she would charge us again for another shuttle. We couldn't do that because the next earliest shuttle would arrive 10mins before our flight. We ended up taking a taxi which has a much more expensive fare and add on top of that the money we lost to Supershuttle ($40). We are extremely frustrated with the lack of concern Supershuttle has for its customers.Desired Settlement: We simply request that Supershuttle refund the money that we paid for the second trip.

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and has attempted to resolve their concerns.

Sincerely,

Customer Advocacy

Review: I would give 0, but not an option. I took them from San Diego airport to a hotel. Things went well, one other person was dropped off first. When it was time to leave, I got up EARLY. I was there 10 minutes before time. The hotel has a glass wall. There were 2 hotel clerks, I stepped outside to see the pool one last time, which was right outside the other door, when I came back in, I asked the hotel clerks if the shuttle had come, in case I hadn't seen them from being through 2 glass doors. They said not even a customer had driven up. I was still in the 15 minute window. 10 minutes after the window, I called them. they said someone had come but no one was there. my bags were by the door even when I was outside the door. the hotel clerks both said no one had come but that there was another hotel with the same name and sometimes they got confused. the hotel clerks both said that if they had come and I wasn't there, normally they come inside to make sure the client wasn't sitting down and not see them pull up. the shuttle person said they came to the right address. they said they were 9 miles away and would charge me again if they turned around to get me. she put me on hold for a supervisor, but after 10 minutes did not, so I hung up. I called again, and now they were 13 miles away and it would be another hour before they would come. the hotel clerk said they had a taxi service that would come get me. it was $20 more than what she said. but the taxi came right away. and supershuttle refused to return payment. they said a case manager would email me with a case complaint. it's been more than a week and still no email. I WOULD NEVER USE THEM AGAIN, AND AM TELLING EVERYONE NOT TO USE THESE LYING CHEATERS. I AM A SINGLE PARENT AND CANNOT AFFORD CRAP LIKE THIS. MY CHILD AND I DID NOT EAT FOR THE DAY OF FLYING BACK BECAUSE OF HAVING TO PAY THESE JERKS AND A TAXI.Desired Settlement: I want my $58 back that I was billed and not picked up. I was stressed out from all this crap.

Review: I booked a ride to SFO with super shuttle, and they arrived late for the pickup. Then the driver stopped several times to make phone calls and took a detour to pick someone else up, due to which we arrived late at the airport.

Then, on the return journey, Super Shuttle made us wait almost 30 minutes even though we had a reservation, and at the last minute told us they would be charging us extra for our luggage even though we'd paid in advance. We were charged $10 extra which we were forced to pay by cash and not provided with any kind of official receipt. My attempt to contact customer service resulted in an automated email and nothing else. The "case number" in their system is "[redacted]"Desired Settlement: After the pain I've been through and then not even responded to by customer service, I want a full refund and an apology from the company.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has attempted to resolve their concerns. Sincerely, Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: on May 25, I booked the transportation to [redacted] to catch my early flight with Supper Shuttle Houston via the phone and I was charge immediately $46.00 on my credit card. During the booking conversation, I was asked to provide all info including airline name, flight# and taking off time. That was my first time to Houston and I had no clue that there are two airports in Houston, one is [redacted] and another one is called [redacted]. This booking lady auto scheduled me to [redacted] which I didn't know until I was dropped there on May 27, I realized that there was another airport in Houston named - [redacted] which was not the place I landed. I ended up paying extra $76.00 to transfer to the correct airport - [redacted] airport. On the way there, I called Supper Shuttle and asked fully refund due to their booking mistake. One gentleman told me that they would refund me by giving out a case# . After I was backed home at the same day - May 27, I called customer service to go through this issue again and ask them to reimburse me the extra fee $76.00 which I was not supposed to pay. Yesterday, I followed up again on the status of my case, the manager refused to fully refund my first charge $ 46.00 and blamed me by saying " it was me to tell them to go to [redacted] when I booked the bus". First of all, I didn't even know Houston has two airports and [redacted] until I was dropped there mistakenly, how could I book myself to an unknown place or a different place where I landed?Desired Settlement: There are a lot of complaints about this company and negative customer review. They do need to improve their service quality and management skill instead of blaming customers

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has attempted to resolve their concerns. Sincerely,Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: 1 . On 11/17/2013, I made a reservation of transportation services from [redacted] airport to [redacted] on 12/29/2013 (Confirmation # [redacted]) and from [redacted] to [redacted] on 01/04/2014 (Confirmation # [redacted]) for two people and luggage. In the field described as # of Bags (Not including carry-ons), I informed three.

2. On 12/29/2013, I’ve followed the instructions offered by [redacted] and met my driver at the baggage claim of [redacted]. He couldn’t store the three big bags I was carrying inside the sedan’s truck, so he put one of the bags on the front seat’s floor. Although the bags were weighting more than 50 pounds each, the driver didn’t make any remark about possible oversizing aspect of the bags.

3 On 04/01/2013, we met the driver in front of our hotel at the appointed time. The driver, as soon as saw our big bags, declared that he wouldn’t be able to to transport all three bags because they wouldn’t fit in the sedan’s truck. We told him that the driver that served us on 12/29/2013 put one bag on the front seat. The driver affirmed that such act was a breach of regulations and he wouldn’t do that.

4 We asked the driver to propose a solution. The driver proposed that he could take one of us and two bags, and the remaining one could take a taxi (at our own expense) to take the remaining bag to the airport.

5. I contacted number ###-###-#### in order to complain about the inability of the driver to perform the transport service. The attendant informed me that according to the driver the weight of the three bags were more that 50 lbs each, and therefore was considered as oversized bags, whose existence should be informed to the transport company 24 hours in advance. Since I didn't comply with the regulations associated with the weight of the bags, I would loose the money paid for the car if I couldn’t use it.

6. Although the bags weighted more than 50 lbs, its dimensions were within the allowed limits defined by the company in its Frequent Asked Questions (80 inches overall)when adding length, width and height). Since the bags were made of rigid material (polycarbonate and thick plastic), its dimensions would be the same even if they weighted less than 50 lbs. Therefore the driver was not equipped to transport us and our luggage, whether our luggages were overweight or not. Instead of admitting the problem, he blamed us for his inability to fulfill the contract.

7. Unable to argue because of the dire circunstances I was facing (freezing cold, stranded in the middle of the sidewalk, with a plane to catch) I surrended to the driver’s proposal: put my wife and two bags in the [redacted]’s sedan and got myself a taxi, that cost me US$ 64,50 to take me and my third luggage to [redacted].

8. I've logged a complaint at [redacted] on 01/08/2014. I've received an email on 01/09/2014 by Mary (Customer Care Level III), telling that my feedback number was [redacted] and I would receive a contact. That was a month ago and I've received no contact whatsoever.Desired Settlement: 1. Refund of the taxi ride I had to make to [redacted] airport that cost me US$ 64,50.

2. Refund of the Driver's Gratuity I paid in advance at the reservation of the transport service . (US$ 14,85)

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has attempted to resolve their concerns. Sincerely,Customer Advocacy

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On November 4, 2013, I paid for a roundtrip Super Shuttle Van service from my [redacted] to [redacted] (November 9 - Confirmation Number [redacted]) and [redacted] to my [redacted] (November 16 - Confirmation Number [redacted]).

My complaint with Super Shuttle is the scheduled PAID pick up from [redacted] to my [redacted] residence.

On November 16th, my flight [redacted] from [redacted] to [redacted] with an expected arrival of 10:55 p.m arrived early at 10:20 pm. I called Super Shuttle at [redacted] as soon as we were allowed to use our cellphone to let Super Shuttle know that the plane arrived early. The Super Shuttle Customer Service lady told me to go ahead and meet the shuttle at the pre-arranged designated area. After I got my bag from baggage claim (about 10 minutes later), I walked to the designated area and waited, looking and scouting for a blue shuttle but there was none. After all the other passengers waiting with me were picked up by other shuttle companies, I started to feel uncomfortable being alone so late at night. I called Super Shuttle the second time and I told them that there is no Super Shuttle in the vicinity. I also told the Customer Rep lady that I had called earlier to let Super Shuttle know the plane landed earlier than expected. To my surprise, the current customer service lady I was speaking with said there is no record of my first phone call. She said that had there been a record, they would make a call to the driver to let them know that I am there waiting. Because of this fluke, I was told that a shuttle will not be able to pick me up and to wait 25 to 30 minutes while they contact a driver to pick me up and I agreed. After 35 minutes of waiting, I called again and found out that they could not find a driver to pick me up but they "are working" on it. I was on hold for so long, my phone battery was in the red and it is now close to midnight. By this time, I was so upset and emotional for being left there stranded by Super Shuttle. The airport was closing, all the passengers were gone except for me. I started looking for a taxi and discovered through an airport employee that the taxis were not going in the airport now as the airport taxi dispatcher is gone. At 10 minutes before midnight, an [redacted] Baggage Handler who was on his way home offered me a ride home even though it was out of his way. While this employee was picking up his car from the lot, someone from Super Shuttle called ([redacted]) and said that a driver is on his way and I told this person to forget about it as I have no more confidence that someone will come. By this time, the arrival area of the airport was already closed and I will not take the chance of waiting any longer. This is a very, very bad experience.

I was driven home safely by an [redacted] Baggage Handler ( a stranger) and I gave him $50.00 for his kindness.Desired Settlement: For the amount of stress and grief Super Shuttle gave me for leaving me stranded, I am requesting for a $50.00 refund and also $34.00 credit back to my credit card for the [redacted] to [redacted] portion of this reservation.

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and has attempted to resolve their concerns.

Sincerely,

Customer Advocacy

Consumer

Response:

Dear

I have mix feelings about this resolution. I know I asked for a refund for the unused portion of the fare plus the $50.00 I paid the [redacted] baggage handler for driving me home but I feel that I deserve more than a refund. I took a risk just to get home past midnight after Super Shuttle left me stranded and alone. In as much that I am not satisfied, they refunded me the amount I asked for ($84.00) and I will close this case and move on. This is an experience that I will share to everyone I know over and over again. I travel very often and I am sure they have a record of me utilizing Super Shuttle all the time for many years. I've had bad experiences in the past with them but not of this magnitude. I will no longer use Super Shuttle ever again.

Please forward this letter to them as I do not want them to think I closed this case with gratitude for the refund.

Thank you for your assistance.

Sincerely,

Review: When I purchased a round trip ticket for my husband, I was never asked if we were on separate flights upon our return and after a long flight, I never thought to ask if the person behind the ticket counter knew what she was doing, even though I later found out that that was a question she was supposed to ask. She directed us where we were supposed to meet our driver and we had 10 minutes to get there...it took us a few minutes, if that. We literally saw 10 vans pass us, and Noone stopped. We sat in the heat, waiting as the vans passed us. We waited almost an hour before finally getting picked up.

I called to make a return pick up and informed the woman on the phone that I was only given 1 ticket for 2 passengers, even though our flights are 6 hours apart. I was informed that there is no way to split up the ticket, I would either have to pay for a new one, or my husband, a disabled veteran, would have to wait 6 hours at the airport for his flight, which would NEVER happen. Shr transferred me to a manager who said that the policy changed recently and refunds were not given and that I should talk to the manager at the airport location who may be able to help me. I spoke with [redacted] and he said that he could not help me, there was nothing he could do and I would need to speak with outbound dispatch. When I spoke with[redacted], he asked why I called him, he was only dispatch and that [redacted] should have helped me because he is at the ticket counter. When I told him [redacted] couldn't help me, he transferred me to inbound dispatch, and again, I was told there was nothing I could do.

After all this head ache, I was forced to pay for a taxi because I don't ever want to give my hard earned money to this company again.Desired Settlement: I want a refund of this horrible experience and unused service.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has attempted to resolve their concerns. Sincerely, Customer Care

Review: I got on the Supershuttle van and waited for about 20 minutes to a half hour as others boarded. There was another guy already there when I got on. Although we were the first ones on, we were the last ones dropped off even though the driver passed by our area first. I contacted them when I got home and received an automated response. About two weeks later I received an actual response from someone via e-mail. I responded that I had yet to hear from someone. Almost three weeks later, I was contacted by a person who was handling my complaint. However, he never completely addressed my issues and even contradicted their policy.Desired Settlement: DesiredSettlementID: Refund

I would like a refund, but moreover, I would like to discuss this matter with another person who can address my issues.

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and needs to speak to the customer to help resolve their concerns.Sincerely,Customer Care

worst service ever, no way to get info updates, waited an hr + in 20 degree weather for a 9:30 pm airport pickup. called the number , the "customer service agent" says he will connect me w/dispatch. phone rang 10 times w/no answer. drivers talking to dispatch were gettung erroneous iinfo. some folks waiting w/me got texts saying"thanks for riding w/supershuttle. your so called peoprietary software failed miserably. I now have a cold due to your horrendous service. son't use this service. not worth the money. I never will again & neither will any that waited w/me. you atranded passengers at [redacted] late in the evening. not good bizness model.

Avoid at all cost. Van never showed up at assigned time. Dispatch unreachable.

Review: At approximately 1:30 pm on Saturday Nov. 28th at the intersection of West Broadway and Worth in Manhattan, I was riding in the bicycle lane and was cut off and honked at, forcefully, by the driver of Van [redacted]. I expect that the company feels this is unacceptable and that they would like to take corrective action to improve their service and the safety of their passengers, drivers, and the public.Desired Settlement: I would like the company to sanction the driver and improve their training and safe driving requirements, particularly with respect to bicyles.

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the

customer and has attempted to resolve their concerns. Sincerely,Customer Care

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I booked [redacted] confirmation# for a Super Shuttle ride to DIA on 5/16/2014 at 2:00pm to 2:15pm local. At 2:15 I started calling. Was in the queue for nearly 20-minutes. No agent ever came on the line. after several more tries, I gave up and arranged alternate transportation to the airport. Needless to say, I missed my flight. My admin assistant called and waited for some outrageous period of time in your queue and open complaint case # [redacted] with Super Shuttle. No contact of any kind from them. I called yesterday and waited 12-minutes for an agent, asked for status, was put on hold and hung up on. My admin was informed that the failure was due to a lack of a vehicle, and that SS had arranged for transportation with Yellow Cab. I am completely stunned that SS cares so little for its long-term customers that it didn't bother to inform me in any way, causing me to miss a flight home.Desired Settlement: I expect to be reimbursed at least the following: The original fare: $30.00. The cost of the alternate transportation: $92.00. The cost to pay for enhanced seating, since my re-book was last minute: $55.00. The cost to re-book (I'll have to get this one). The cost to rearrange transportation from San Francisco airport, lost time with family and serious aggravation: $200.00

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and is continuing to work with the customer to try to help resolve their concerns.

Sincerely,

Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Super Shuttle has contacted me. However, as of this writing, there is no resolution yet.

Regards,

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has explained to the customer the corporate policy. SuperShuttle only refunds based on the customers additional travel expenses for the receipts provided; and has approved the refund for the receipts. Per SuperShuttle’s Terms of Service explained on our website, SuperShuttle does not refund for time missed from personal functions.

Sincerely,

Customer Care