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Supershuttle International, Inc.

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Reviews Supershuttle International, Inc.

Supershuttle International, Inc. Reviews (442)

Review: Prepaid for a shuttle from [redacted] to my home in [redacted] after 4 hour flight delay from [redacted]. After picking up bags went to super shuttle shared ride service van location in Terminal 1 Departures area and checked in. There were 3 vans there I spoke with an Asian man in I think shuttle [redacted] or [redacted]. He checked me in around 12:45AM and told me another van ([redacted]) would be coming by in a few minutes. 30 minutes passed and there was no van that stopped. I called their customer service they apologized and said they would send another van and that the ETA was 30 minutes. I explained to them that I had already been waiting 30+ minutes at this point. Once again 30 minutes passed by, this time I didn't see a single super shuttle van go by and NOBODY called me. I called them back and demanded to speak to a manager. I eventually spoke with a man named [redacted] (who would not give me his last name - he said he is the only one there and that's "All I need to know"). He again apologized and said that they use private contractors and they can cancel the call at any time if they please without notice. This doesn't seem like a fair business practice to me. I begrudgingly agreed to another van being sent out in 30 minutes (which would have been almost 2 hour total wait at that time). Then I was disconnected - I'm not sure if they hung up on me or not but I wouldn't be surprised. I called back and demanded to talk to the guy. They lady put me on hold then came back and said she spoke with him and that it would now be a 1.5 hour wait. At this point I flipped out. HOW CAN YOU EXPECT SOMEONE TO WAIT 3 HOURS FOR A VAN? EVEN THE BUS DOESN'T TAKE THAT LONG... This is not the first time they have screwed me. I have been double charged once before, and also overcharged once. These matters were settled but it was a HUGE hassle dealing with a very rude and incompetent customer service department.Desired Settlement: I'd like this business to be investigated, and completely shut down - hopefully at least their license revoked at at [redacted]. It's not fair to run a business in this fashion and have absolutely no regard for your customer. With the advent of shared ride services like [redacted] and [redacted] that are of comparable cost and offer superior service I think the business world will just take care of this dinosaur.

I will be using social media prolifically to express my immense dissatisfaction with this pathetic excuse of a company to no end. Honestly I don't think there is anyway they could make things right.

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

extremely unreliable service

Review: Reference to Reservation [redacted]

Super Shuttle failed to pick me up at the confirmed, reserved, and prepaid reservation at [redacted]. I have performed the instructed the directives upon reaching the arrival area, in which the Super Shuttle (SS) dispatch told me to wait in the pick up curbside area. I initiated a call after almost an hour and was told by SS dispatch that the van will be coming. After almost 40 minutes lapse, I called SS and dispatch told me that the van is entering the [redacted] terminal and will be there to pick me up in 10 minutes. After almost another40 minutes lapse, I initiated another call and SS dispatch told me that there are no more vans and will no longer pick me up. The rude SS dispatch told me to just get an alternative option to get home and call back in the morning. I did not reach home till almost midnight and was not able to attend the family festivites that I should have attended.

I called back the following morning, and SS representative told me that I was picked up at 11:07PM and dropped off at 11:09PM.Desired Settlement: Super Shuttle should honestly admit to their customers that they cannot deliver their service without leaving customers at a limbo.

SS should be reprimanded and not allowed to pick up customers at service. Totally unacceptable and corporate SS should be aware of this situation.

SS dispatch or representative should provide update to their customers and not be rude as if looking for customer to beg for their 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 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.

Please be informed that this complaint has not been resolved. Super Shuttle did not provide any reasonable resolution regarding this issue. I am still awaiting for their response or efforts to contact me

Review: I prepaid $27 for a SuperShuttle shared-van ride from Manhattan to Newark Airport on the morning of December 24, 2013. The van was scheduled to arrive between 2:55 AM and 3:10 AM. When the van failed to arrive during this time window, I attempted to call the customer service line twice but was put on hold for an extended period both times. I took a taxi to the airport instead at 4:00 AM in order to make it in time for my 6:05 AM flight. While in route to the airport, I received a phone call from SuperShuttle. They told me that the van was running late and that they would refund my purchase since I had elected to take a taxi instead. However, as of January 2nd, I still have not received a refund and the charges are still present on my credit card.Desired Settlement: I would like SuperShuttle to honor their verbal agreement to issue me a refund for my original purchase ($23 + $4 tip). In addition, I would like to be reimbursed for the cost of my taxi ride ($100, receipt available). I feel that it was their responsibility to call me during my original pick-up window so that I could make other, less costly travel plans.

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:

SuperShuttle contacted me and has agreed to refund the cost of my reservation and reimburse me for my taxi expenses. 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 7th 2013 I had Head Surgery Procedure done in Manhattan N.Y. I used the Super Shuttle which was offered to me from the U.N Hotel manhattan. I directly called the SuperShuttle Service and made my arriagment. Upon Arrival at [redacted] at 10:30 We called Super Shuttle and told them we have arrived. Dispatch told us it would be about 10 min and that we wait outside by the taxi stand and that the driver is on the airport property. 45 min goes by my wife Donna Martins placed a call and asked for an ETA, Another Dispatch customer service, said he is on his way to look for him outside. We placed our 4th call to super shuttle and another service rep stated he has no idea what happened to the shuttle driver and so he gave us another shuttle number to look for. We watited 2hrs for this shuttle bus and we were the ones who kept calling the company. Unaware of the area around the airport or how the shuttle works, we spoke with the Airport Customer service who said that they don't know why we were told to sit outside and wait, that the shuttle driver would come inside and call for us. Another incident happened when we to left from our hotel back home, the driver from the shuttle stated for us to walk 2 blocks because he did'nt want to hit traffic. we asked him to pick us up at the same drop off location because I ([redacted]) couln't walk because I had head surgery done. We had him speak with the hotel conceiere and they told him to pick us up at the hotel lobby. 1 hour goes by and they shuttle driver stated he was waiting at the lobby hotel, I said to him were are you? He stated that he was at the [redacted]. We wer not at that hotel, We were at the U.N Hotel which was the hotel they droped us off from the airport when we arrived. My wife was again on the phone with a girl called penny asking about what had happened, when the driver showed up and got out of his bus and stated " You people are giving me [redacted] problems" he stated and altercation with me in front of the hotel bell personnel and while my wife was on the phone with his company. We asked penny for a full refund and that we were taking a city cab back to the airport. She stated will make a report and request for us to get a FULL refund plus our taxi REFUND as well.Desired Settlement: We would like a sincere apology from SuperShuttle and for our FULL REFUND plus the taxi ride that was promised by penny who was on the phone from customer service 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 Advocacy

Consumer

Response:

I am accepting this response however see below:

This issue is still in the process of being resolved. As of today 11/27 half of the refund has been refunded to me. [redacted] from Super Shuttle has contacted me regarding the remaining refund. I will update once it has been obtained. If within the next 21 days it is not obtained I will process an additional complaint. The way my wife and I were treated is not acceptable nor can be pushed aside.

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,

This service is the worst run service I have ever experienced. I do not understand how they stay in business; they NEED to be shut down. I wish I had read reviews online before booking a shuttle, because every single review online is a negative review. I booked a 1:45 pm shuttle in NYC from the 600 block of Madison Ave. to LGA to catch a 5 pm flight. I waited outside my building for over an hour for the shuttle, which did not show. Every time I contacted Super Shuttle or received an ETA text, the shuttle was "5 minutes away." I finally had to give up and take an $80 [redacted] to LGA. I barely made my flight. I will NEVER use SuperShuttle again and will be letting everyone know how awful this business is run. If you need any more information, read the hundreds of negative reviews online and reference the 186 complaints filed against Super Shuttle with the Revdex.com in the past 3 yrs.

Review: Reservation confirmation [redacted] - On 6/11/14 I contracted with Supershuttle to pick me up at the airport at 12:20am on 6/15 to bring me home in [redacted]. I prepaid for this service including a tip. My plan arrived early and I was at the required pickup point before the 12:20 pickup timeframe. Several people from my plane were also waiting for pre-scheduled shuttle service and waited 2 hours past their scheduled and were also hung up on by phone agents. After waiting until 1:30 am I called and tried to find out where my shuttle was. The agent was rude and ultimately hung up on me with a "I don't have to listen to this" and then click. I called back connected to a different agent and was told someone would be there in 10 minutes which came and went no shuttle. I was finally picked up at 2:15am - 2 hours late from my originally scheduled pickup time. This is the second time SuperShuttle has done this to me and there is no excuse for deplorable customer service of this type. I have nedver received such poor customer service from any business...ever!Desired Settlement: Complete refund of the $31.86 prepaid - If this does not happen I will initiate the chargeback process with [redacted] on 6/28/14

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 arrived at [redacted] on 3/3/2014 at 4:30pm. I went to the SuperShuttle service desk at the lower level at [redacted] as instructed. They had me wait for 2.5 hours to pick us up and it took them another 2 hours to send me home. The 19 mile trip from [redacted] to my home usually takes 20 minutes. The worst part of the service is that the driver asked for more tips which I already paid online. I said I don't have small changes and he took the $10 bill anyway.

The driver was very rude to me when I asked when he'll arrive at my place.Desired Settlement: Refund the 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 contacted the customer and has attempted to resolve their concerns.

Sincerely,

Customer Advocacy

Review: On June 15th, I landed at DCA from MCO around 9:45pm. After retrieving my luggage, I checked into SuperShuttle on my phone at 10:07pm. Standing around at the counter, the woman finally yelled out a bunch of numbers, including ours, and we headed out with our driver to our van. There were nine of us squeezed in there, and our driver almost drove off without packing one woman's luggage. Then, we made a stop at another terminal to stuff our van up to 10 people. Our driver then took us into the city, but was an incredibly unsafe driver. He repeatedly and unnecessarily changed lanes, often without using his turn signals. He also slammed the brakes every time he needed them, decreasing our safety and increasing our discomfort. Then, as we approached the first woman's drop-off, our driver legitimately asked her to help him find it. She was a tourist, so, no, she can't help you! And it's your damn job to know where you are going. This is when I knew SuperShuttle had utterly failed in its job. Luckily, we arrived 50 min. after have checked in at the airport, which is still an unacceptable length of time in my opinion. But I feel awful for the other people who still had to be dropped off as our van was stuffed with 7 more people when we got off. I remember when SuperShuttle used to be a decent airport shuttle, but now the drivers are often unsafe and rude, and the vans are stuffed to the brim with people whose destinations are scattered about, leading to unacceptably long drive times. I intend to take an [redacted] next time, and I think more and more people will do similarly if SuperShuttle doesn't improve its shoddy performance soon. Given that SuperShuttle failed to provide me with an efficient and, most importantly, safe shuttle from the airport, I demand a full refund of my fare.Desired Settlement: I would like a full refund of my $24.00 fare that was charged to my [redacted] 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 contacted the customer and has attempted to resolve their concerns. Sincerely, Customer Care

Consumer

Response:

SuperShuttle has contacted me directly regarding complaint ID [redacted]. They took my complaint seriously, are taking steps internally to have the issue resolved for myself and for future customers, and have offered me a refund of my fare. I accept their response as more than sufficient.

Regards,

Review: March 8, 2015

Revdex.com [redacted]

Dear Administrator:

I would like to advise you about a recent consumer experience I have had with a company that clearly has a contract with your [redacted] airport to provide service to visitors.

On, Wed. Feb 18 my husband [redacted] and I arrived at [redacted] Airport. We purchased a round trip Super Shuttle ticket for me, and a one way ticket for him using his Business Credit Card [redacted] (he was there for business).

On Saturday, Feb 21, I phoned super shuttle and told them I did not need to use my ticket the next morning for the return to the airport...but I was not going to cancel it unless I could obtain a CREDIT. They said yes they would get me a credit. The customer service person would NOT identify herself, although I tried to get an employee name or number...but told me that the CASE NUMBER also would be

adequate to track this down but my credit would come within 3 to 5 business days..and I would get an e mail about it.

The Case number is [redacted] and the employee identified herself as being in the [redacted] office.

Since that time I have phoned NUMEROUS people, left voice messages etc...with never a response....but I have found out the following. They do not want to hear from individual customers, and hide behind VM. They are a franchise, and of course no one at corporate would handle it so I get routed back to Austin.

The [redacted] Franchise customer service person did not return my several voice messages...([redacted])....

And then the "General Manager" [redacted]...did NOT return my 2 voice messages...despite the fact that per his VM he would have returned from a time out of the office. They have a system where they screen all calls so they don't need to speak with customers.

You can try it yourself at [redacted] for [redacted].

My problem is not the $14.00 it says on the return ticket...it is the idea that they get out of giving someone a credit because of the systems they have set up.

If the person taking my initial call in [redacted] (which I believe would have been from a different franchise) had said NO there are no credits extended...I would not have cancelled the ticket, and not be asking for my credit.

In fact on Sunday morning, February 22...an automatic phone call was made to my room to remind me about the 4:15 AM pick up...but I told the caller that I had cancelled the ride...so they said the call was in error.Desired Settlement: The point is: First I want the credit given to the initial credit card that was used for

the ticket purchase....my husband's [redacted] - [redacted].

The ticket # is [redacted] Case # [redacted] No address for their corporate office can be found on their website...and no other

telephone numbers can be found except the main customer service one on the

ticket/and the website itself [redacted]

I am attaching a copy for you.

And I feel I should ask you to speak and then check with them to be sure they have instituted some changes to accommodate customer service. If they cannot do that, then the City of Austin would want to consider contracting with a different service for shuttle rides for [redacted] visitors.

Please advise how this was handled or if you would prefer I will send a letter to the Attorney General's office as I presume like in [redacted] they are interested in consumer affairs.

Thank you for your time and attention to this matter.

(P.S. when I asked for a final call back on their voice mail..! said I would alert the

Revdex.com to this issue).

Sincerely,

Business

Response:

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

Review: I had a confirmed reservation on Supershuttle at BWI airport on March 1. The plane was two hours late. When I arrived I was told that there were no vans and that I should take a taxi, which cost much more than the Supershuttle. I was not even issued a refund until I called over a week later.Desired Settlement: Reimbursement of taxi fare.

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: Took super shuttle from the Denver airport. Driver put our bags in the back of the van and we left with 8 of us total in the van. We were the second to last to be dropped off, there were three of us total in the van and only two bags. One of our bags was missing. The driver either have our bag to someone else who did not return it or he left it on the side of the road when dropping someone else off. We were in the van the whole time and the driver gave our bag away. Super shuttle has been ignoring us for the past month. The driver lied and said he thinks he gave everyone the right bag, even though at the end of the trip there was one missing. We calculated the cost of the items to be over $1000 but cannot even get a refund for the $26 ride. The company does not record who's bag belongs to which rider and their employee carelessly gave away our bag. We drove around the neighborhoods ourselves to look for the bag on the side of the road because we knew they would not. When we asked if the driver went back to see if he left it on the side of the road , they said, "oh that would be a good idea." They clearly were not concerned. We have tried to contact them numerous times about the situation only to be given to customer service who keeps saying hey will call us back. We are considering legal action.Desired Settlement: We would like to be reimbursed for the approximate cost of the bag or equivalent.

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 discuss the case. Sincerely, Customer Care

Consumer

Response:

Super Shuttle has NOT contacted us in any way regarding this issue. WE have called multiple times only to be referred to customer service representatives that say they will call us back. No calls have been made in response to our complaint.

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. The customer has been informed of SuperShuttle’s Terms of Service found here: http://www.supershuttle.com/Terms.aspx. Passengers are responsible for their own luggage and any items placed by themselves or SuperShuttle representatives in the van. SuperShuttle assumes no liability in the event of damage, loss or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property. SuperShuttle has signs inside our vans that state passengers are responsible for their own luggage and items. Sincerely, Customer Care

Review: On October 14th, 2013, I contracted with SuperShuttle for:1)(Confirmation # [redacted]) Pickup from DEN on October 15th, 2013 and be taken to [redacted]). 2)(Confirmation # [redacted]) Pickup from [redacted] on October 20th, 2013 at 8:20 AM 8:35 AM and be taken to DEN.On October 15th, 2013, Supershuttle brought me from DEN to [redacted]. On October 19th, 2013, I received an automated call at 3:58 PM reminding me to be ready for pickup at 8:20 AM on October 20th, 2013.On October 20th, 2013: 1.I arrived at the lobby of the [redacted] at 8:15 AM for SuperShuttle pickup.2.At 8:35 AM I called ###-###-#### regarding my pickup which was answered by a call center in AZ.3.The initial contact at call center, for approx. 10 minutes, attempted to find the status of my pickup. Finally, she informed me that there was an event in the area and that I was not going to be picked up. I questioned this response, was put on hold, and transferred to [redacted].4.[redacted] (employee # [redacted]) informed me that my reservation was being cancelled. Through the discussion that I had with [redacted], two SuperShuttle transports were seen by me driving next to the [redacted] and another was seen driving by the front of the [redacted]. Traffic on all sides of the [redacted] was moving, and taxis were entering and exiting the lobby area. I explain what I had seen and that there was no traffic issues and [redacted] simply restated that my transport was canceled. I asked to speak with local dispatch or a local office [redacted] denied the request. [redacted] did not offer any solution for me to get to the airport to catch my flight. All he kept saying was that my reservation was canceled and that I would get a refund. What I needed was a way to get to the airport! I informed [redacted] that I was going to file a complaint, and he curtly provided me a case # of [redacted].

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: Explanation of how such gross negligence happened and what will be done for this not to happen again. Compensation for time, funds, stress, and inconvenience.I have used SuperShuttle at various times in the past with no issues it was a service that I could always count on. SuperShuttle notified me a day in advance to be ready, however, failed to notify me that they were not going to pick me up. Now, I can no longer have that comfort as SuperS

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for Dr. [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 they have contacted me. The only resolution was the refunding of my $20 (which I was told would happen when I was abandoned at hotel) and notice that they have spoken to the agents involved. Their customer service and follow-up was extremely professional. As I doubt that I would actually deal with the same individuals involved again, I am not sure, if the conditions where the same in the future, I would not get abandoned again with out notice. I am not sure how systemic the problem is. Although I was treated professionally after-the-fact, my current comfort level with using them again or recommending them to others is rather low.Regards,

[redacted], **.*.

Review: Over the past 3 months I've used this company several times for airport shuttle service and had nothing but problems. After complaining to customer care several times, I'd been offered complimentary service the next time I fly. On 9/2 I spoke with [redacted] about the problem and she arranged round trip airport car service complimentary for me and immediately emailed me confirmation. I have a copy of the email confirmation. Hours after confirming the reservations she leaves me two voice messages claiming I'd previously been given comp service and therefore was canceling my upcoming comp reservations. I've never received comp service to make up for all the issues and Ms. [redacted] has now made matters much worse by canceling already confirmed reservations for this coming weekend. Friday, September 4th and Monday, September 7th.Desired Settlement: I want my already previously confirmed complimentary car service reinstated immediately as promised by Ms. [redacted] and so rudely canceled.

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 researched and reviewed the statement from the customer and has completed the findings in regards to this customers statements and previous reservations. Mr. [redacted] received 4 trips at no charge: 5/1/15 Reservation # [redacted] from [redacted]St, Boston 02116 to [redacted]5/1/15 Reservation # [redacted] from [redacted]Intercontinental Airport to [redacted] Hotel in Houston 5/4/15 Reservation # [redacted] from [redacted]Hotel in Houston to [redacted] Intercontinental Airport5/4/15 Reservation # [redacted] from LoganInternational Airport to [redacted] St, Boston 02116The phone number on all four reservations matches the phone number used to file this Revdex.com complaint. The Boston address also matches the address given to Ms. [redacted]. Mr. [redacted] paid for a trip on 5/12/15 in the amount of $18.00. On 5/18/15, Mr. [redacted] contacted us regarding this trip with a complaint and he was fully refunded his fare of $18.00.On 9/2/15, Mr. [redacted] spoke with Ms. [redacted] and falsely informed her that he had been promised a free trip. After investigation and speaking with the individuals Mr. [redacted] claimed he spoke with, it was determined that at no point was Mr. [redacted] promised an additional free trip. The reservation was cancelled two and a half hours after booking and Mr. [redacted] was notified at that time. The cancellation was well over 24 hours in advance of Mr. [redacted]’s trip leaving enough time to secure alternate transportation. A round trip shared ride or taxi service in the Boston area(which we no longer offer in Boston) is approximately $30 - $40. Mr. [redacted] had no out of cost expenses for four of the five times he has used our service. Mr. [redacted] was fully refunded for the only trip he paid for in the amount of $18.00. He was notified of the cancellation withample time to secure alternate transportation. 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.

[This company's response is nothing but lies to justify their mistakes and horrible customer skills they've shown me in my dealings with them. They make up things as they go along. If what they are saying were true which it IS NOT, shouldn't they have done all the alleged research in advance of making and confirming a complimentary reservation? They were never lied to. They are simply trying to twist and make up as many things as they can so they can justify canceling an already confirmed reservation on me.]

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 researched and reviewed the statement from the customer and has completed the findings in regards to this customer’s statements and previous reservations. Attached is proof of the confirmations of the previous four free rides Mr. [redacted] was given at no charge from SuperShuttle, which our decision was based on.Mr. [redacted] previously received 4 trips at no charge:5/1/15 Reservation # [redacted] from [redacted] St, Boston 02116 to [redacted]5/1/15 Reservation # [redacted] from [redacted] Intercontinental Airport to [redacted] Hotelin Houston5/4/15 Reservation # [redacted] from [redacted] Hotel in Houston to [redacted] IntercontinentalAirport5/4/15 Reservation # [redacted] from [redacted] International Airport to [redacted] St, Boston 02116The phone number on all four reservations matches the phone number used to file this Revdex.com complaint. The Bostonaddress also matches the address given to Ms. [redacted]. Mr. [redacted] paid for a trip on 5/12/15 in the amount of $18.00. On 5/18/15, Mr. [redacted] contacted us regarding this trip with a complaint and he was fully refunded his fare of $18.00.On 9/2/15, Mr. [redacted] spoke with Ms. [redacted] and falsely informed her that he had been promised a free trip. After investigation and speaking with the individuals Mr. [redacted] claimed he spoke with, it was determined that at no point was Mr. [redacted] promised an additional free trip. It was found that Mr. [redacted] was provided four trips previously for no charge. The reservation was cancelled two and a half hours after booking and Mr. [redacted] was notified at that time. The cancellation was well over 24 hours in advance of Mr. [redacted]’s trip leaving enough time to secure alternate transportation. A round trip shared ride or taxi service in the Boston area (which we no longer offer in Boston) is approximately $30 - $40. Mr. [redacted] had no out of cost expenses for four of the five times he has used our service. Mr. [redacted] was fully refunded for the only trip he paid for in the amount of $18.00. He was notified of the cancellation with ample time to secure alternate transportation. Mr. [redacted] also never paid for the trip he is claiming damages for; it was cancelled with no payment from Mr. [redacted] to SuperShuttle. A round trip shared ride or taxi service in the Boston area (which SuperShuttle no longer offers in Boston) is approximately $30 - $40. A shared ride is the service Mr. [redacted] previously had paid for at a cost of $18.00 one way, total to SuperShuttle; also not including the four free rides he was previously given.Sincerely,Customer Care

Review: On Jan 7, I made reservations with Super Shuttle. With in 5 minutes I cancelled my reservation because they don't supply any car seats and I need one for my 4 yrs old. I received my cancellation email from them stating that my reservation is cancelled. My credit card was charged from Super Shuttle for the total of $148.00. I contacted them and customer care notified me and stated it take 3-5 business days for me to get a refund. Well when 3-5 business day went by, still no credit on credit card. I contacted them again I experience very Poor Customer service, again still no answers. I have put a dispute on the charges on my credit card, I have also emailed them now too. I don't know what else to do! I will be telling everyone I know about this issue with Super Shuttle!!! I can not believe a company does this to anyone... BEWARE OF SUPER SHUTTLE!!!!Desired Settlement: Where is my refund????

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

Review: I was attending a conference in [redacted] area from July 21-24 and was told we could utilize SuperShuttle for our transportation to the airport. I made the initial reservations for the shuttle and when we arrived at the airport we had to wait in line for over an hour to reach the counter. I was given a shuttle time for over 2 hours and told it was due to circumstance beyond their control. I patiently waited with approximately 8 other people going to the location and finally made it there 3 hours later than expected. My return trip was booked for July 24 and I was aware that I was booked on the same shuttle again as several others were who were attending the conference. At the last minute I was asked to stay on at the conference an extra day to help deal with some unexpected issues that arose at the last minute. I contacted the service as soon as I found out to let them know that I would not be on the shuttle. I was told it would not be an issue and an advocate would be in touch to discuss a refund. Several days later I received an email stating they would not refund my money however they could provide me with a voucher for my next trip. I contacted them via phone and was told my advocate was out. When I asked to speak with a supervisor I was told I would have to leave a message and to date no one has returned my call. I know for a fact someone who was in the same position has been completed refunded their money for the service. I also am aware they were able to pick up an additional passenger at the hotel who took my spot on the shuttle so they did not lose any money nor did the driver make a wasted trip as I was told by the rep when I called to speak with the supervisor.Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded the price of the shuttle plus the included tip for a total of $29.00

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

My experience with SuperShuttle was ABSOLUTELY HORRIFIC!!!! From being picked up by a random taxi to not having a ride home from the Denver airport, even after a ride was reserved, made for a less than enjoyable experience with this company. The counter person was insulting to me, the manager refused to come out and speak with my husband and I, and no one offered an immediate refund, I had to call customer service today to request it, hoping that I get it back. I will never trust Supershuttle to take care of my traveling needs, my husband and I were stranded at the airport at midnight, when we eventually had to get on a bus and then call a taxi to get us home. The service lacked both integrity and compassion, and I hope this entry saves another a headache from such an experience.

Imagine how angry I was when I received a phone call at 4:15am telling me that my 4:45am pickup was not going to show - they couldn't find a driver! This is the most unreliable shuttle service I've ever used. The caller then "generously" told me they would give me a refund for the trip. Then they didn't bother to check with me or to cancel the return pickup from the airport. I emailed them to tell them I didn't want any service from them.
Their attempt to address this complete failure of service was to offer me half off the next trip. I told them I wouldn't consider that offer as they were as likely to strand me at home or at the airport based on my experience.
Absolutely unreliable!

Review: Re Website ad: http://www.supershuttle.com/

"SuperShuttle is the nation's leading shared-ride airport shuttle service, providing door-to-door ground transportation to more than 8 million passengers per year. Our friendly drivers, comfortable vans and reasonable rates take the hassle out of getting to and from over 40 airports in the [redacted]"

We booked the following service:

Adults 4

Service Type EXCLUSIVE NON-STOP VAN SERVICE (UP TO 9 PASSENGERS)

Airport [redacted] AIRPORT.

Upon arrival at the [redacted] airport, we were greeted by your driver who seemed to be the exact opposite of what your ad claims. The driver was very rude and very disrespectful to us that we got the shock of our lives on our first day in the beautiful city of [redacted] We are four senior women and he made us carry all our baggages to the van and did not even offer to help. We gave him $10 tip and got a very disapproving stare from the driver. We were so scared of him driving wrecklessly from [redacted] all the way to our hotel in downtown **. By the time we reach our destination hotel, we were still shaken from the shabby treatment we received from your driver. I was convinced by your ad to book SuperShuttle but it turned out to be untrue.

I hope you can resolve this issue so that the other innocent passengers do not have to experience what we have gone through.

I reported the issue to SuperShuttle on 9/18/13 but did not receive any response since.Desired Settlement: Apology from management and refund.

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: I am writing because of an extremely dangerous driver that is employed by supershuttle. I am about to reschedule, but will likely take a taxi because this egregiously dangerous driver works for super shuttle. The date of the incident was 5/15/14 and I reported it at the airport at the information kiosk. I spoke with a rep on the phone who assured me that I would hear back from corporate about my concerns and never heard back. The driver, "Christian" picked me up 95 minutes earlier than the scheduled pick up time. He drove recklessly down three one way streets going the wrong way when picking up other passengers. I have both audio recordings and pictures of [redacted] and his reckless driving. He nearly caused an accident when he was parked in the emergency fire lane outside of [redacted] in the downtown area of Baltimore. I requested the name of his supervisor or a receipt for my fare and he refused. He stated "Why do you want to get me in trouble" "I am not doing anything wrong". The other passenger and I were quite frightened by his behavior. The van license plate is 51925B, the date of the occurrence was 5/15/14. He refused to provide identification, and drove recklessly creating dangerous situations for both vehicles and pedestrians alike.Desired Settlement: Refund of $48.00

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 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.

Supershuttle has refunded 1/2 of the fare ($48.00) that I had requested and was promised by [redacted] on 6/16/14. The remaining $24.00 has yet to be refunded.

Regards,

Please see the email sent to me below:

Dear Caroline, Thank you for speaking with me this afternoon. I am sorry that you had to contact us more than once regarding your safety concerns and the driver’s behavior. I have forwarded your email with the attachment to the General Manager in Baltimore, and the Safety Manager in Baltimore, the operator of van #800 will be addressed. I have also submitted a credit for the amount of $ 24.00 to be refunded back to your credit card ending in 3536. Our credit cards refunds are processed within one business day. Please check with your financial institution on posting to your account. I understand your reluctance to use SuperShuttle in the near future. When you are ready to allow us the opportunity to regain your trust in our service please call me at480-403-4900 ext. 10078 and I will book that reservation without charge. When you contact me please refer to case # 543090. We value your business and hope that your opinion of our company will not be permanently altered. Sincerely, Angela GlasgowSenior Case Manager8930 S. Beck Avenue Suite 101Tempe, AZ 85284Office 480-403-4900 Ext 10078Fax 480-403-4910For further assistance, please reply to this email directly or call us at the number above. Advocacy is available Monday through Friday, from 6:00 am - 4:00 pm MST.

This e-mail is intended only for use of the individual or entity to which it is addressed and may contain information that is privileged, confidential and exempt from disclosure under applicable law. Any use, distribution or copying of this e-mail communication is strictly prohibited if you are not the addressee. If so, please notify us immediately by e-mail, and destroy the original. Thank you.

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 refunded the entire round trip fare that was charged of $48.00 in two separate amounts of $24.00 each on 6/19/14.

Sincerely,

Customer Care

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Description: Airport Transportation, Transportation Services

Address: 12501 Livernois, Detroit, Michigan, United States, 48204

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