Supershuttle International, Inc.

Review: I had a round trip reservation with Super Shuttle to take my family and another total (9) peoples from Houston Hobby airport to Galveston, TX for a cruise. On Sunday 2/26/2014 Our cruise was delayed into Galveston, TX port by fog which apparently is not uncommon this time of year. Initially we had our reservation to pick us up at the [redacted] Hotel approximately 2 miles from cruise port at 2:15pm. The driver called us at our pick up time and I explained we were still stuck on the boat he recommended I call customer service. I did and spoke with someone who very kindly told me we would be all set to call when we got off the boat. 30 minutes later we called and wated 1/2 hr to reach someone. We were told we could not get picked up and that we would be refunded our money. I could not believe it I had 9 poeple, children in the blistering heat and no way to get to the airport 1 hour away to make our 5:15 flight. I asked if they were dropping us and the operator said yes we are. I could not believe it, I requested to speak with a manager who attempted to get us a ride after being on hold for another 20 minutes. In the mean time 3 other families were experiencing the same issues with Super Shuttle as we were all talking to each other. While this was going on Van 420 & 424 passed by ,after being stopped several times about reservations not filled, empty. This went on for another hour and 2 phone calls later we got a contact van #396 she was a Godsend we had to wait and we missed our flight but at least she called to check on us several times. Her name was [redacted]. My husband approached Van 414 prior to 396 arrival to speak to the driver he said he was there for another reservation. While he stood there a woman approached this driver without a reservation and offered him $165.00 cash to take her instead and the driver took it. My husband could not believe it. I called Super Shuttle to complain about shuttles leaving empty when there were so many of us with paid reservations unattended and this incident and when I asked the operator if she thought this was acceptable she said "Yes". My family and friends have never seen such poor service. We paid in advance for this terrible service, missed our flight, which we should have made without any problem if even 1 of those empty vans took us to the airport as we sat from 2:30-5:00pm in the hot sun with children going thru this nightmare. I requested a refund but no one could address that issue. I feel the driver of Van 414 taking a bribe is criminal.Desired Settlement: We missed our flight, had to stay in a hotel, lost a day, had to buy meals. The cruise arrived in enough time for us to make our flight, SUper SHuttle on the other hand directly affected our ability to not make our flight. I request a full refund 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 needs the customer to call in to speak to the customer further to attempt 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I returned a phone call from [redacted] from Super Shuttle's Advocacy Dept. on 3/11/2014. My complaint was assigned the following number by Super Shuttle: [redacted]. On 3/12/2014, I again attempted to reach [redacted] and was successful. I had a lengthy conversation with [redacted] from the main office. She professed her apologies with my concerns regarding our terrible experience. She offered and has actually refunded us $148.00 to cover 1 part of the drive. [redacted] also assured me that she was going to contact the Houston, TX office to attempt to get us the rest of our requested refund. She stated that she, herself would be in touch with me in 10 days from our conversation with a response to my request for the additional refund. She validated my concerns and stated that the issues I complained about were in no way acceptable and again apologized for our horrible experience. Unfortunately, Super Shuttle franchises out to their drivers and I can certainly see how difficult it would be to maintain continuity. That being said our experience was flawed not only with our horrible experience of waiting for a shuttle, but also with our many phone calls to many different people to gain resolution. I ask that this complaint not be closed until I get the final response from [redacted] from the Advocacy Department for Super Shuttle as I will only be satisfied with a complete refund of our entire cost as we incurred far more costs in relation to missing our flight than the entire cost of the Super Shuttle reservation.

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 attempted to resolve their concerns. Sincerely,Customer Advocacy

Review: On Monday Nov. 11th at 8:00 my wife forgot her car keys on a return trip from visiting our son in the hospital in Omaha and needed to use the Super Shuttle to get to her work. She is a nurse at an acute care hospital and was running late. She was put on a shuttle to the wrong part of town because the dispatcher did not put the full address in when he took the order (he omitted south from the address). When the driver tried to drop her off she informed him they were at the wrong location. The driver became visibly upset and called his dispatcher. He was told to drop her off at a random hotel downtown far from her destination. Other passengers mentioned that the option offered was not acceptable and the driver became more upset. they provided the customer service number to her to call and complain. By this time she is in tears, late and does not have another option to get to her work. The customer service agent called the driver and insisted that he take her to her destination to his objection. he was yelling at the agent insisting that someone reimburse him for the loss of money because he was going to miss other pick ups and loss of the fares. After he dropped off all his other passengers he took my wife to her hospital huffing and grumbling the entire way. They arrived over 2 hours after their departure from the airport. When she was dropped off she did tip him out of fear of further repercussions and told the driver that he really needed to work on his customer service skills. She did not get his name or van number but the records of the interactions should be noted by the time and destination (his van was going to downtown Denver). I filed an online complaint on the Super Shuttle website and have not gotten a response for 2 weeks. I feel like they mishandled this situation and show a total lack of caring for their customers.Desired Settlement: I would like a refund of the fare and tip (approx $40). I want assurances the complaint was traced back to the specific driver and he is disciplined. I would request a verbal apology from someone of authority to my wife. I am a manager of customer complaints for a large corporation in the Denver market and this is one of the worst cases of face to face lack of customer service skills I have ever seen. I suggested Super Shuttle to my wife because I have used them for years with nothing close to this lack of 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,

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. The business has offered a refund and has traced the complaint back to a specific driver. For privacy purposes they could not disclose the disciplinary action against the sub-contractor but assured me that they took the matter seriously. I will wait until for the business to perform this action (refund of fees) and, if it does, will consider this complaint resolved.

Regards,

Super Shuttle (ride confirmation # [redacted] NYC 11/30/2015)
I must advise that I had the WORST experience on my trip back to the airport. Not only was your driver, driving 80 mph down regular streets even after we asked him to slow down, twice. He also was very upset at the $15 tip I gave him. He was adamant that I give him $30, even yelling at me at the airport and stating that he owns Super Shuttle and that I had to pay him $30. I told him I had no more cash, he said "yes you do you just don’t want to give it to me". He was right, after the craziest drive to the airport. When I kept saying I was going to notify super shuttle for him yelling and extorting me, he said he didn’t care, that I could call Obama if I wanted. I then told him if he was so unhappy with my tip amount he should complain to Super Shuttle about his pay. I explained a tip, is what I want to give not what you want to dictate. We then continued discussing as he yelled at me. He then stated that, I was lucky I was a girl and he was a gentleman or else he would hurt me. I then proceeded to walk away and try to get help from your customer service desk at the airport but no one was there. Never have I felt extorted, harassed, unsafe and threatened by a company. I challenge you, to get someone from your corporate office to do the same route, driver, tip and private ride with this person and see for yourself the kind of insane employee you are trusting with your brand. You are gambling our safety, I don’t appreciate that. I was charged for the ride and paid up front, a tip is optional and up to the passengers. I expect to hear from you soon!
Samantha

I booked my shuttle online to get me to the airport for Thanksgiving holiday, paid for it, and even CALLED the morning of pickup to confirm and make sure the shuttle was coming. Due to the inclement weather, I had asked whether they preferred me to change my pickup time to earlier and whether they foresaw any delays because I was willing to WORK with them and be FLEXIBLE. Being in DC, I was told by somebody in FLORIDA to keep my appt as is because everything was on schedule.
My pickup time was 2:07, but I had expected at least another one hour commute due to the snowstorm. I called the 1-800 number as I left for the pickup location and was told my shuttle was on time. I called again when I arrived in Vienna, 45min later (talking to a different person each time). This time I was told that they were late and the dispatcher "didn't know" when my shuttle would arrive.
Throughout the next hour plus, I would call four more times, waiting outside the metro station, in the snow. Each time speaking to a different person, having to explain that my shuttle never showed up despite the safety precautions I tried to set up for myself (ie. inquiring about inclement weather policies ahead of time). I had blanket "corporate" policy thrown at me, and told that I could not get the direct number to shuttle dispatch, get the name or number of the driver, have the ability to communicate with one concise person who knew the situation instead of a different ‘agent’ every single time, and was told that I just needed to wait because the shuttle was evidently just "delayed" and on its way. To top it off, I had to be put on hold every single time I called, and have “agent” call the dispatch center, which in turn would have to call the driver.
It wasn't until 3:17pm, over an hour I had been waiting for a shuttle and well past my pick up time, did "customer service" call me and tell me nobody was picking me up. By then, I had only 2hrs to get to the airport, go through security, take the airport tram to my gate, and board- on the day before Thanksgiving in the middle of inclement weather. And it wasn't until then that "customer service" said they were ordering me a cab, which would have taken God knows how long to arrive. In fact, I had already hailed one of the last cabs available and had been in the car for 20 minutes when I got their phone call. I would not have made it on Super Shuttle's timetable. I had no advanced notice like I was supposed to get, and was strung along until the 11th hour despite my calling "customer service" numerous times.
This was a clear breach of contract. I hired them for a service and paid for it. Supershuttle failed to fully or adequately fulfill their obligations. I have damages. I had to pay $46.62 for an emergency cab ride to the airport. While I was refunded the $28.00 I originally paid, my reimbursement check was only $10.85. Supershuttle short-changed me $7.77, and in addition, my check for $10.85 FAILED TO CASH when I tried to cash it. Thus, Supershuttle has failed to reimburse me and pay for my damages that they have caused.
Throughout all this, I have had to call the [redacted] number almost on a daily basis due to the lazy, half-assed work that is done by their company. Nobody followed up with me when I filed an internal complaint. Nobody followed up with me when I requested information about my check. I have had to take the time out of my work day (since their customer cr is only open from 6am-4pm EST Mon-Fri) and call consistently because my matter has been ongoing and has not been resolved. Aside from the breach of contract, there are clear customer service issues.

This business charged us and did not ever provide a service. The shuttle did not show up and after repeated phone calls they said a cab would pick me up to go to the airport. The cab did not show up. They did not ever offer an explanation as to why the shuttle and cab did not show up. They are crooks and need to be shut down!

Review: Made reservation through Supershuttle for 12/15/13 pickup at my home at 0845.

At 0810, called by Supershuttle/Execucar and advised Yellow Cab to pick up.

At 0812, call by Yellow Cab to find cross street and get directions.

At 0843, call by cab driver - lost at [redacted]. Advised continue north 8-10 miles.

At 0855, call by cab driver - still lost near [redacted] At 0900 had to cancel, my family had to find another way to the airport.

Paid neighbor $100 to drive them there.Desired Settlement: I pre-paid for the service. I want that refunded, and I want $100 cash refunded on top of that for the trouble created by this company. If you can't depend on them to get to your home to bring you to the airport, what's the point? They advised it's a new subdivision. We've been there for over two years and have been picked up by their company in the past... have even seen it on their GPS map. They need to update all of their drivers' maps or leave the business of pretending to be dependable and then when they can't come through well, "oh well"!

Business

Response:

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

Review: On 1/11/16 I sent Supershuttle the following letter of complaint which was received by them and given the case number 671632. I was advised that a case mgr. will contact me, which as of today, has not happened.

1/11/16

To: Supershuttle

From: [redacted]

Confirmation No. [redacted]

On 1/9/16 I arrived at [redacted] Field at about 10: 40PM on Delta’s flight

# 2409 from Atlanta. I started my trip in [redacted].

Since I did not find any direct telephones to your service inside the terminal

I called your [redacted] 2 times with unsuccessful results other than your voice recordings saying that all reps are busy.

I finally talked to someone that wanted to take a reservation, when I told him that that I had one and I was looking for the van to pick me up he said he was going to switch me to a service representative…then I got someone and I gave him my name and conf. no. and I told him that I was in the ground transportation area under the Shuttles signs, then he told me that I was in the wrong floor and I had to go back to the terminal and go one floor down to where the orange signs that say share ride are.

When I found that there was no other floor down I realized you were giving me the run around and decided to take a cab since I was not going to be any longer in freezing temperatures after been in Costa Rica’s 80 F.

To settle this inconvenience, please refund me the $43.00 taxi cab fare.

Sincerely, [redacted] Confirmation # [redacted]Desired Settlement: I want them to refund the $43.00 (without tip) that I paid the taxi cab for the ride from the airport (DAL) to my

my home.

Business

Response:

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

[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.]

Thanks a lot for your help. They call me today and said they will send me a refund check. This was verbal.

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 had a negative experience with this company and submitted a complaint/request for a refund on October 29th. Their website states that the customer will receive a response within 3-5 business days. http://www.supershuttle.com/ContactUs.aspx I received an email confirming receipt of the complaint but no specific follow despite anther phone call and email a month later. We did not use the service that we paid for due to overly lengthy wait times (much longer than usual) and poor interactions with employees that we spoke to while we were having the original negative experience.Desired Settlement: I would like an acknowledgement of my negative customer experience and a refund of $35 for the ride that I paid for but did not use. I gave this company several opportunities to make things right via phone calls and emails and have not received any personalized responses (just an email template noting that they received our complaint and then nothing for over a month).

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 thecustomer 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 have received the refund that I requested and will consider this complaint closed.

Regards,

Review: Arrived at [redacted] on 10/25/14 at 7:40 pm with a confirmed/paid for reservation. Called in to request my pickup, was told where to wait for it and that it would be there shortly. It finally showed up 45 minutes later after another of their drivers also called in to them and let them know we had already been waiting over 30 minutes. When I reserved/paid for said reservation they asked for my cell number so they could call or text me with updates....that never happened. They claim they are a quick, reliable shuttle service...that is evidently a lie and false advertising.

Product_Or_Service: Shuttle service from [redacted]

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

First I would like an apology. Secondly, I paid for a supposed speedy service which it definitely wasn't. They charge more than their competition since they are supposedly better. A refund or rebate is in order.

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 thecustomer 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: Note: This letter was emailed to Super Shuttle on May 20, 2014. To date, I have not received a response from Super Shuttle. In the past I have used Super Shuttle and they have proven to be a reputable, professional, and reliable company. Therefore, I am sorry to express my disappointment with the poor customer service I received on Tuesday, May 13, 2014. On Wednesday, May 7, 2014, I made transportation arrangements with Super Shuttle to [redacted] located in Dallas, Texas. The email confirmation I received from Super Shuttle stated the pickup date/time: Tuesday, May 13, 2014, 7:25am 7:40am. At 7:20am, my party of four was standing outside of my residence waiting for Super Shuttle to arrive. Approximately 7:35am, I called Super Shuttle to check on the status of the van. I was told by a Super Shuttle representative the van will be there momentarily at 7:44am the Super Shuttle van drove by me and my family standing on the side walk of the apartment complex. The driver did not slow down. The diver did not stop. The driver did not turn around. I immediately called Super Shuttle to report that the driver did not stop. I was told by the Super Shuttle representative the driver will be returning in 10 minutes The driver did not return. Approximately 8:05am, I placed a third call to Super Shuttle. I was told by [redacted], a Super Shuttle representative, we would have to make other arrangements for transportation to the airport Also during this conversation, [redacted] provided me with a case number stating I would receive a full refund of $107.00. Unfortunately this did not happen. I paid for a service I did not receive and now you are refusing a total refund of $107.00. I believe Super Shuttle is better than what is described in this disheartening letter and will do the right thing to restore its reputation, professionalism, and customer service. I want to be able to recommend Super Shuttle to my family, friends, and colleagues without reservation.

Product_Or_Service: Super Shuttle/ Dallas [redacted]

Account_Number: Super Shuttle Case #Desired Settlement: DesiredSettlementID: Refund

I am respectfully requesting a full refund of $107.00. I paid for a service I did not receive. Right now, Super Shuttle is offering a 50 percent refund. This is unacceptable and amoral business practices.

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.

Update:May 30, 2014, I was contacted by [redacted], a Super Shuttle representative. [redacted] said “…that I would be reimbursed an additional $53.50…” totaling a full reimbursement of $107.00. June 2, 2014, I have received the full reimbursement of $107.00. Thank you Revdex.com for working so efficiently to help me resolve my dispute with Super Shuttle. Regards,[redacted]

Review: I reserved a SuperShuttle van on May 05, 2014 at 8:30 AM to 8:45AM with confirmation number [redacted]. I thought I had plenty of time to catch my flight at Houston Intercontinental Airport at 11:20AM for [redacted].

The shuttle van did not come at 8:45AM. I call SuperShuttle at 9AM. Someone from the SuperShuttle said the van is on it's way. I called SuperShuttle several times, at 9AM, 9:10AM, 9:15AM and 9:22AM. I was guaranteed the van is "just around the corner" and "on it's way" on each phone call.

I decided to call a cab at 9:22AM.

The cab fee cause me $45. I demand Supershuttle pay for my cab fee due to the missed appointment.Desired Settlement: Due to the more-than-40minutes-late appointment, I need to call cab to the airport urgently.

The cab fee cause me $45. I demand Supershuttle pay for my cab fee due to the missed appointment.

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 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: When oil price was over $100/barrel, Supershuttle imposed a $1.00 fuel surcharge for their van service. I can understand that. They raised the price 35% in recent months. With oil price is down to $35/barrel. they still charge customers the $1.00 fuel surcharge. That is pure greed!Desired Settlement: removed fuel surcharge in their billing for all customers.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for A[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 discuss their concerns. Sincerely, Customer Care

Review: I had requested an execucar to pick me and my kids up from the airport and paid for this service because I liked the privacy and the service , I landed after 24 hrs of traveling to locate my driver I couldn't , I received a text from the company giving the cell phone of the driver so I can call him and see where he is , I called several times no answer and his answer machine is full so I could t even leave a message , being extremely tired with luggage and 2 kids wasn't sure what to do at that point I called their office they said they will contact the driver for me , finally after 20 minutes he called me and said he will be I front of me in few minutes , I waited no show up I have him the exact gate I am standing at and still no show , finally after another 20 minutes he shows up with his wife with him !! I asked him I thought this is a private ride he yelled at me and said she is a driver too and call the company to ask , I asked why didn't you answer your phone I called you several times he again yelled and said if you don't like it leave now I was scared of the way he treated and bullied me but at the same time being extremely tired and my kids can't stand on their feet I told him to go ahead and take me home , speaking a foreign language with his wife all the way back (2 hrs drive to my home ) I have never been treated this way specially it is supposed to be a professional service that I paid for , I had my phone with me at all times to call 911 in case he bullied me any further , I can't believe they let those people work as drivers , I finally went home and burst into tears from the way I was treated and threatened

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: IT was charged twice for a single ride on super-shuttle from Union station [redacted] airport.Desired Settlement: I want the funds returned..

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

Review: We booked a shuttle from Supershuttle over the phone for our daughter at 11.45 pm on 10/19 from LAX to Redlands and paid for it.Transaction was done over the phone with confirmation number and payment right away.

Our daughter checked in at the airport curb at LAX( as she was told to do) at 11.30 pm with a representative of Supershuttle. She was told to wait. None of the SuperShuttle buses took her, nobody assisted her with a different option? After 3.5 hours she was left alone at LAX airport...the representative disappeared, the dispatch was not responding anymore ( I was told by phone from several managers and employees from SuperShuttle) GREAT!

They returned the payment the next day, and a very unfriendly case manager told me after several complaints that this cannot be!

No help for my daughter.Just a sorry and the money back. That is not enough!!

How can anybody trust using SuperShuttle anymore for any ride?Desired Settlement: Please make sure that the practices SuperShuttle uses are conform with the services they offer!

I believe somebody should really check into their business at LAX. It is not kosher!

Some kind of reparation, other than sorry and fare refund would be appreciated for our distress.

At least all potential customers should know what might happen when they book a ride with SuperShuttle!

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

Review: Reservation: [redacted]

SuperShuttle confirmed a pick-up for 3:53 AM on July 18, 2013. At 8pm on July 17, 2013, I received a message from SuperShuttle that they were cancelling my reservation because they did not have any drivers that would be coming in this direction. The agent confirmed that they were re-routing drivers to busier hotels in the city instead. Without offering any help on other means of travel, I found myself with no way to get to the airport at a similar price. My only option was to hire a private car at a significantly higher price or park the car there myself for 12 days. After speaking with consumer relations, they said they could not immediately pay for the difference in cost, even though there Terms and Condition clearly state the following:

"Limitations on Compensation Following Service Failure

Where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means.

In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service."

It is a bad company practice to cancel reservations solely because they are deemed not profitable due to lack of customer pick-ups. It is not fair to treat any customer in this manner and I will make it known to customers through all channels that SuperShuttle reserves the right to cancel your reservation at the last minute without offering any means of helping you get to your destination.Desired Settlement: On top of the initial SuperShuttle refund which has still not appeared on my credit card statement, I would like an additional reimbursement of $50 to pay for the difference in alternate transportation taken.

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

I prepaid for a shuttle to Hollywood and was told I would be able to check in with an attendant upon landing. When I arrived, there was no attendant there. I watched three shuttles go by, none of which would take me to Hollywood. One of the drivers finally checked me in. When I called dispatch, I was told a van was on its way (this was after about 30 minutes of waiting). When I called back again, I was told that the driver had decided not to pick me up because it was too late. It was now 2am at this point and I had been waiting for an hour. I was very upset to learn that a prepaid reservation doesn't guarantee service. I was also upset that there was no attendant there for me to check in with, as was promised with the purchase of my reservation. I don't believe it's right for a company to charge costumers in exchange for a service they have no intention of actually providing.

Review: July 10 – I made an airport transportation reservation with Super Shuttle online for our family reunion trip, departing from [redacted] airport (IAD) on July 11 and returning from [redacted] on July 16. After I submitted the reservation online I made sure that I received the confirmation email and all details are correct.

July 11 – The Super Shuttle driver showed up on time and was very courteous and professional.

July 16 – When my family arrived at the airport at around midnight, we approached the Super Shuttle counter and provided the confirmation number. The agent told us the service has been used and I need to call customer service. I called customer service and was told that the reservation was booked for July 14 and not July 16. I informed the agent over the phone that I have the confirmation email and it shows July 16, and I even showed the email confirmation to the counter agent simultaneously and he agreed/confirmed the information with the customer advocacy team over the phone. The agent was very rude over the phone and still insisted that I am incorrect and need to make another reservation. At this time our family of nearly 20 people was exhausted and wanted to get home as soon as possible, so I agreed to make another reservation as long as they agree to refund the previous charge. The customer service agent over the phone booked another reservation for us and did not even inform me how much the fee was. It’s only after I asked was I told it will be $125 which is $5 more than my original charge. I asked the agent why there is a difference in price and she told me it is the booking fee since we, the customer, missed our first reservation. When I asked to speak with the supervisor to discuss the miscommunication, the customer service agent hung up the phone on me. I attempted to call back 6 more times and she either refused to answer my phone call or the line was busy. I finally spoke to another agent and explained to her what happened and she agreed to transfer my call to the supervisor on duty. I explained to the supervisor the situation at hand, and she told me that the agent I spoke to over the phone was wrong and my first reservation was correct and still valid in the system. The supervisor apologized and sent me an email to confirm the refund of the original charge ($120) as well as the $5 additional charge for the new reservation.

July 20 – I received an email from a “Customer Advocacy” agent named Mieshia T. stating that she cannot refund me the money, citing the incorrect information. At this point I’m extremely frustrated and disappointed by the poor customer service experience that I’ve received and the lack of proper research and resolution from Super Shuttles.

I will be able to provide all necessary documentations as needed.Desired Settlement: I would like them to refund all the incorrect charges as well as an apology. Super Shuttle needs to hear/listen to their consumers when issues arise.

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 resolved their concerns.

Sincerely,

Customer Advocacy

Review: After reserving online and confirming multiple times with several customer service representatives, they failed to pick up my son and his friend in Mexico. Not only that, but when it was the exact time of pick-up, the customer service reps proceeded to tell me I did not do things properly in the beginning which was completely untrue as I have the email reservations to prove it; plus as I said earlier, I spoke with several customer service reps to be sure I did everything properly, since I knew these boys would be traveling out of the country. Also, the lack of compassion and understanding and the lack of willingness to help get my son and his friend back to the airport in Cabo San Lucas to fly home to Phoenix, was deplorable.Desired Settlement: The boys both had to take taxis (at separate times) to the tune of over $150 to get back to the airport to catch their flights. I would like to be refunded my entire purchase of the entire reservation and also the fares for the taxi. Total amount to be refunded - $240.

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:

[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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: "I left my north face rain jacket in van #241 on Sunday December 1. I have been dealing with every form of customer service from supershuttle since 20 minutes after I got dropped off and realized I left my jacket in the van. Finally by Wednesday of last week (12/4) after multiple phone calls to supershuttle and not being called back when I was told I would be they had made contact with the driver and he was to drop off my jacket to lost and found by Thursday 12/5 and they were going to deliver it to me for $17. I never heard back from Supershuttle so called 12/6 and 12/9. On 12/9 they said oh the driver never dropped your jacket off, we'll call you back once we figure out where it is. Still no word. I called yesterday 12/11 and spoke to someone again who was apologetic and said they would get it figured out and call me back. Still no word. I left a message at about 4 pm last night again asking for a call back. Still no word. This is unacceptable. My jacket has no been with supershuttle for almost 2 weeks and it was found over a week ago, even though I called the day of and it could have been returned to me right then if they had tracked the driver. At this point, I want my jacket returned to me ASAP and I do not want to pay a delivery fee because the customer service I have received so far has been awful. I would like a phone call back from a Manager or someone who can help me with this and take over resolving the problem directly. I just want my jacket back."

This is a copy of the 3rd email communication I have sent to Supershuttle regarding the issue. I have spoke with [redacted] at customer advocacy as well as [redacted] and [redacted] at Lost and Found with Supershuttle. No one has been able to get my jacket from the driver. I even was given the phone # for the driver so I could call him myself. I do not understand how they 1.) provide no follow up to their customers 2.) take no responsibility for their drivers and no manager is ever available to handle the issue or contact the driver to make a mandatory request they bring my jacket in and 3.) appear to have no timeline or urgency to return my item to me. At very few points in dealing with this issue have I received any kind of apology or notification of what steps will be taken to resolve the issue. I need help in getting my jacket back. At this point its not even about the jacket, but the fact that they have my personal item, know they have it, and are making no effort to return it to me. They either need to replace my North Face rain jacket or give me my rain jacket back. At this point I should also have the delivery fee of $17 fee waived for the amount of time I have had to exhaust in getting this issue dealt with.Desired Settlement: They either need to replace my North Face rain jacket or give me my rain jacket back. At this point I should also have the delivery fee of $17 fee waived for the amount of time I have had to exhaust in getting this issue dealt with. I also should get an apology. This lack of customer service is appalling.

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 reached a mutually satisfactory resolution.

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. They refunded my money for the supershuttle ride and credited me money for my jacket. I appreciated this and consider the matter resolved.

Regards,