Supershuttle International, Inc.

Review: To Whom it may Concern

I had made a reservation with SuperShuttle-Houston for pickup on 5/22/14 between the times of 3:55am and 4:10am for a flight from Houston Hobby Airport at 5:55am.

On my initial reservation, I indicated that I was to be picked up from unit 824. I tracked my pick up van using SuperShuttle's website from the time it was 6.78 miles away up until it had "arrived" and was indicating it was 0.06 miles away.

At approximately 4:03am CST I received an automated text message stating that my driver ([redacted]) was waiting for me. I had been waiting outside of unit 824 for minutes prior to receiving the text message. When I did not see the van, I called SS at approximately 4:05am. I spoke with a representative that was eager to help me. I was informed by him that the Customer Services representatives did not have direct contact with the drivers and he needed to contact dispatch. The CSR contacted dispatch twice and received no answer. Still he was eager, he tried again, this time I was on hold for 3 to 5 minutes. Once he got back on the phone, he informed me that "unfortunately there are no more drivers in the area, [the driver] did not see you so he has left." At this point I tracked the vehicle and it was 3.87 miles away. The same CSR transferred me to dispatch and I was told the same thing and advised to take a taxi as the driver could not turn around.

Prior to booking with SS I looked into taxi fare and it was $71; not feasible for me. I informed SS. They insisted their hands were tied. I was told that I would he refunded the $26 and their was a possibility of a refund on a taxi if I decided on it. I could not afford to be out of almost $100, so I contacted a friend to drop me off at HOU.

Ultimately, I did miss flight home. I was to arrive in Louisville originally just after 12 noon EST.

Once at the airport at 6:25am CST, I was informed by [redacted] that everything to Louisville was sold out for the day. With no accommodations in Houston, I was told that I could fly into Indianapolis as my final destination.

I left Houston at 7:25am CST, arrived in Orlando at 10:53, had a 3.5hr layover finally leaving at 2:30pm EST, and arriving on Indianapolis at 4:50pm EST. I had spent over 10 hours traveling air and 2 hours traveling by vehicle from Indianapolis.

I am seeking that SuperShuttle refund me the cost of my reservation ([redacted] at SS has informed me that this should take about 5 business days) along with reimbursement of gas/mileage of traveling to and from the [redacted] at the rate of 0.30 cents per mile.

From my address of [redacted] to the Airport it is 128 miles away (256 miles RT). For a total cost of reimbursement of gas/mileage at $76.80 ($102.80 total).Desired Settlement: As stated before, I am seeking that SuperShuttle refund me the cost of my reservation ([redacted] at SS has informed me that this should take about 5 business days) along with reimbursement of gas/mileage of traveling to and from the [redacted] at the rate of 0.30 cents per mile.

From my address of [redacted] to the Airport it is 128 miles away (256 miles RT). For a total cost of reimbursement of gas/mileage at $76.80 ($102.80 total).

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: I prepaid a round-trip ticket from SuperShuttle Las Vegas upon arriving in Las Vegas: ticket #[redacted] on Wednesday, Sept. 11, 2013 with a return trip scheduled for Sunday, Sept. 15, 2013 confirmation #[redacted] with a pick up time of 0415am for a total of $16.00. Contact information was provided as requested (cell phone number) at the time the ticket was purchased. I was transported from the Las Vegas airport to my hotel, [redacted] without incident.

A precall was made one day in advanced for return reservations as required on the passenger receipt to [redacted]. My call should be recorded for confirmation.

Understanding there is a 15 minute pick-up window, a call was placed (all calls are recorded for quality assurance and certainly confirmation for the Revdex.com to review for validation) to SuperShuttle @ [redacted] at approximately 0435 (pick up time was 0415) to inquire as to when the shuttle would be arriving. I was told there was no shuttle available and was issued an apology only. I was also told since there was a fight (prize fight held in Vegas) there was no available drivers. I informed the SuperShuttle representative that I never received a call from SuperShuttle to inform me of this and that I had a flight scheduled for 0600. Again I was issued an apology. You can imagine how upset I was considering SuperShuttle abandoned me without a call or ride that was prepaid and now worried I would miss my flight with less than 1 1/2 hours till departure! I was told I would be reimbursed for my shuttle fare and taxi fare to the airport. I urgently found an employee at [redacted] to assist myself and 2 other ladies that were subject to the same injustice of abandonment by SuperShuttle to secure a van that did get us all to the airport and I did make my flight with a mere 5 minutes before I was due to board.

I called SuperShuttle today, Monday, Sept. 16th and spoke to a Tina. I informed her of the incident yesterday, my extreme dissatisfaction and was told she was not authorized to reimburse anything. Tina informed me should would submit my complaint and that complaints are handled in the order they are received. How can a transportation business collect money and abandon their customers without cause or notification?Desired Settlement: I am asking for the price of the fare that was never provided: $8.00 PLUS the fare I had to pay for the ride from [redacted]: $15.00 for a total of: $23.00.

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 attempted to contact the customer and has resolved 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: RE: Confirmation Number: [redacted]

On November 2nd, 2014, I ordered a supershuttle shared van to [redacted] airport, with a scheduled pickup time of 2:30pm. I encountered several negative experiences during this service and I request a refund for the horrible service that was rendered. 1st, the driver who was barely understandable attempted to pick me up far in advance of my scheduled 2:30pm time. I finally was able to convince him to pick me up at the time I requested. The driver refused to pick me up in front of the location I requested and instead instructed me to wait at the corner of 137th and 8th at 2:30pm, I complied. After waiting on the corner approximately 15-20 minutes the driver finally arrived. He seemed very frantic and informed me that he had 8 more passengers to pick up and was running 40 minutes behind. He drove recklessly to the next pickup location at approximately 65th and 9th, he ran two red light, cut off cars and almost hit pedestrians. Needless to say I was very concerned about this trip at this point. At one point two passengers opened the van door in the middle of 8th Avenue thinking that he was their driver because their supershuttle van was also running late. Once we arrived at the second pick up location the driver instructed me to stay in the car, while he goes to pick up the next passenger. I waited in the car more than 30 minutes before I decided to order an uber and ditch the van. During the course of my wait in the running vehicle a beggar approached the can asking for money and indicating he was just released from Rikers Island. I just couldn't take anymore, I am extremely dissatisfied with your companies service. I have used supper shuttle many times before and have had problems in the past from this particular pick up location.Desired Settlement: At this time due to the EXTREMELY poor service provided by your company I believe a refund is more than warranted.

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

Review: I had a reservation on 1st August for 4 people from [redacted] to [redacted] for which I was charged at the time of reservation. Upon our arrival at [redacted], I checked in with the Supershuttle agent at the airport and was told that a van will arrive within next 20 minutes. When I approached the agent half an hour later, he told me that the van was just outside the airport and will be there shortly. He kept saying this repeatedly for the next one hour. After this, he asked me to call customer service to find out whats wrong. When I called customer service after 1.5 hours of ordeal I was told that there was no van in dispatch for us and that I would have to wait for at least another one and half hours more. This was at 12:30 AM.

We could not take it anymore and had to finally take a can which cost us twice the money. To top it all, even after repeatedly calling customer service they have put me on a never ending cycle without processing our refund for two weeks now.

This is the worst experience I have had with shuttle services. What is the point of reservation if you cannot provide a shuttle within reasonable time? Why did the agent lie to me repeatedly? Why would one have to wit for 3 hours to get a van if reservation means anything? Finally, why should the company. Sit on my money after putting me through this ordeal?Desired Settlement: Refund original amount + difference of cab fare that I incurred

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

[redacted] took my money (via credit card) in exchange for a pickup at Denver airport to take me to my hotel. They had my flight number and arrival time (12:30am). Not only did they have this on-line, I confirmed it by phone as well.
When I arrived in Denver, exactly on time, there was no [redacted] to be found (late night, dark, cold). Finally I called them, and they said that they did not pick up after midnight. I went through the roof! They knew I was arriving after midnight and they took my money knowing this!
After a great deal of - yes, shouting on the phone, etc. they finally agreed to pay for a [redacted]s were few and far between - finally I saw one and put the driver on MY phone to talk to [redacted]. They made some arrangement and the cab took my to my hotel, where I finally arrived well after 2am.
For [redacted] to take my money and then calmly declare that they do not service the airport at that hour was totally dishonest. And I did the hard work, not they, to finally find a resolution. Needless to say, I canceled my return trip which I had also reserved. Now I must check whether they credited that to me as promised.
Awful awful service! Never again!

CHECK YOUR RECEIPT TOTALS WHEN SIGNING!

Booked and paid for trip from airport to home. Total came to $87.00.

When we arrived at my residence I was presented with a receipt to sign. The line item detail, (charge and tip), came to $87.00, but the receipt TOTAL was $99.00.

I asked the driver who at first said it was because my house was more than 32 miles. I responded that his excuse was not valid. He then said the rates must have gone up. I responded that I paid for it online and no rates had gone up.

I crossed out the $99.00, wrote $87.00 and signed. The driver said 'the office will take care of it".

I filed a complaint with SS and was given a complaint #.

Went to do my expenses a couple of days later and I noticed the $87.00 charge hadn't hit my AMEX account nor had I received a call from SS. I called them up and at first they said there was only a $87.00. I then asked how it was possible for a driver to give me a receipt where the detail equals $87.00 but the total shows $99.00.

The CSR looked closer and discovered the driver HAD added ANOTHER tip of $12.00.

I was told the driver's supervisor would be notified, but I'm not confident anything will be done. Therefore, I am writing this review so others may be wary.

Review: Booked a scheduled shuttle over the phone at ###-###-#### from Ft Lauderdale airport to Miami airport on in the morning of Feb 3, 2015 for a 5:30pm pickup, 6:30pm arrival.

Checked in for the the trip at the ###-###-#### number, and told dispatch that we are ready for pickup at 5:30pm. Dispatch assigned van 509.

We made it out to the assigned waiting area sooner, and informed dispatch that we are ready for pickup now. Time was 5:20pm

Van 509 never showed up. Not at 5:20, not at 5:30 or later. Several vans passed by, none of them was 509. Tried to call back dispatch ([redacted] or [redacted]), but the telephone queue was long, and never got through. Our trip was not an airport to home, but an airport to airport trip, with time constraints.

After 25 min wait, flagged down another van. The driver of van 510 called in dispatch and informed us that the dispatch assigned van 509 to another customer to another trip. It was not communicated us by the dispatch.

Our trip was not assigned to van 510, but the driver agreed to take us, after finished his scheduled trip for another customer. He was helpful and nice.

Departed at 5:55 pm and did his scheduled trip, then drove to Miami airport. The trip, which was scheduled for 1 hour, took almost 2 hours (1 hour later than agreed), and were the last to check in and board the flight.

If we would not flag down another van, would be still waiting for pickup in Ft Lauderdale airport and would have thousands of dollars expenses.

This behavior and customer service is unacceptable.Desired Settlement: Requesting a full refund of the trip ($38) and a written apology.

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 Miami 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.

The statement of the business is not factual. Supershuttle or Supershuttle Miami never attempted to contact me. In fact they advised me that their resolution process for the customer complaints is not to contact the customer, just submit a refund.The truth is that I tried to reach them many times. Supershuttle Miami has its own customer complaints process and the main Supershuttle customer service was not able to transfer me there, but advised to call them direct on their local number. Left a message for the supervisor on the local Miami number on Friday, Feb 20th. They did not call me back and did not email me. Subsequently called them on the next week and they told me that they do not contact customers. Supershuttle Miami tries to make this incident as a dispatch mistake on the van numbers. In fact the dispatch intentionally dropped our booked trip and assigned the van to another customer. Subsequently the dispatch was unreachable for at least 20 minutes. They only reason we made it out to our (destination more than an hour late) is that we flagged down another van and the van driver was cooperative. There was no effort made by the dispatch.This company should not be in the business of airport shuttle.

Regards,

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] andallowing us the opportunity to research their complaint. SuperShuttle has refunded the customer $38.00 back to the card on file. Sincerely, Customer Care

Review: I booked online (confirmation number [redacted]) a shared van supershuttle to take me from [redacted] to [redacted] at [redacted], arriving on [redacted]. My flight arrived at 12.33am (was scheduled 12.43am), I called the supershuttle ** dispatcher around 1.10am and was told the next available shuttle will be at 3.40am! The shuttle finally arrived at 4.10am. I had booked my flight online more that 24h in advance, waiting in the airport for 3.5h for a service that was already paid for is unacceptable. To top it off, the dispatcher, [redacted]) was rude, telling me that if I didn't like the wait time I was free to arrange alternate transportation.Desired Settlement: A full refund for $83.00.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] andallowing 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. Supershuttle has refunded the full fare and I consider this complaint resolved. Thank you very much for your help!

Regards,

Review: On February 21, 2014 I reserved (confirmation #6621585) a van for an 11:00 a.m. pick up at the Galveston, TX Cruise Terminal for transportation to Houston Hobby.

At approximately 9:00 a.m. CT, I telephoned Super Shuttle to seek an earlier pick up time and to advise of our arrival. The agent indicated they would call the local dispatch to see if an earlier pick up was available and to advise of our arrival. About 10 minutes into the call, the call was disconnected.

At approximately 10:40 a.m. CT, I telephoned a second time to check the status of our pick up and to obtain the vehicle number. The agent again advised they would call the local dispatch center. The agent returned to advise it would be 45 minutes from the time of my SECOND call before we could expect transportation. I explained that would put the pick up at 11:25 a.m. CT and that would not be acceptable. She indicated there was nothing more that could be done.

At approximately 11:30 a.m. CT, I telephoned a third time to see why our transportation (now 30 minutes late) had not arrived. The third agent transferred me to the local dispatch center (Galveston / Houston) where a very unprofessional dispatcher proceeded to tell me they were busy, had 300 reservations for transportation and that it was somehow my fault the van had not yet arrived. She claimed the reservation form required a call from the passenger and then an additional 45 minute wait, regardless of reservation time. While I have the reservation form and it says nothing of the sort, remember I had called at 9:00 a.m. CT (would mean I should have transportation at 9:45 a.m. CT). Remember I also called at 10:40 a.m. CT which would mean, even according to the unpublished rule, I should have transportation by 11:25 a.m. CT.

The shuttle arrived at precisely 12:00 noon CT, a full one hour after my reservation time.

There was no apology from any of the agents, the dispatcher, the driver or anyone from Super Shuttle. In fact the dispatcher treated me list a trespasser rather than a customer.Desired Settlement: Refund - Credit Card Credit

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 reserved a [redacted] Super Shuttle online for a pick up from the airport. Reservation took online payment from me in advance. The flight was international coming from another country. I mentioned that in the reservation. They had the flight information. They sent the driver exactly at the arrival time though they flight was delayed and anyone could check that online. The flight arrived 5:18 pm in stead of 4:30.

They sent a driver at 4:30 and he left at 5:30. They did not consider the international flight, the delay, immigration or custom time, that is usually 2 hours.

When they pick up from a place to the airport, they come 2 hour earlier than the flight arrival time. If they can not comply with international flight timing they just should not provide the service.

When I asked my money back, they have denied to give my money back including the tip I paid for nothing. I want my full money back for providing a wrong service or keeping a wrong system to hassle customerscould

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: I took a Supershuttle from the Denver Airport to Boulder back in June but despite giving my address to the front desk, the driver would not take me to my destination. It was 1:30 in the morning and he dropped me off at a hotel a 20 min drive from my destination, saying that his van couldn't make it to my rental house. I had to have a friend pick me up at 2am. Worse yet, I contacted the company about a refund 5 months ago and have still not received any status, positive or negative, about the state of my refund. I have consistently prompted a response, and have been asked the same questions over and over. I just want a refund for my awful experience.Desired Settlement: I want my money refunded to me for my trip.

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted]or [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 had several reser**tions, all of which had problems. Reser**tion [redacted] was to pick me up at my house and take me to DCA. The driver was supposed to pick me up between 9:36am and 9:51am, but he didn't arrive until 9:58am - 7 MINUTES LATE. When he did finally arrive, he parked on the street rather than in my driveway, just making it farther for me to go with all my luggage. Why didn't he knock on the door to let me know of his arri**l???? All I got was a text. After picking me up, he left both windows down even though it was only 30 DEGREES OUTSIDE!!!! It was so cold, I finally had to ask him to put the window up and he only put the passenger side window up. It was still cold!!!!! Then on his way to pick up the next passengers, he couldn't follow the GPS and RAN A RED LIGHT!!!! I don't even think he was paying attention to the light because I could clearly see it was red and he didn't even try to stop but he didn't speed up either, he just seemed completely oblivious. After picking up the other passengers, he RAN ANOTHER RED LIGHT on the way to the airport. Fortunately, he didn't get pulled over for running the red lights which could have caused me to be late for my flight. Thank god he didn't cause an accident by running the red lights!!!! That's definitely UNSAFE driving that needs to be addressed IMMEDIATELY.

I also had a reser**tion from the Port of Miami to the Miami airport. The ship was supposed to arrive in port at 8:00am but we arrived early and I had disembarked the ship at 7:00am. My reser**tion ([redacted]) was for pick up between 9:00am and 9:15am but since I was off the ship so early and it was cold outside, I called to get an earlier pick up and was told that the shuttles didn't go to the port before 9:00am. THERE WAS NOTHING ON THE WEBSITE THAT SAID THAT!!! When I asked about getting a refund, the useless woman told me she didn't know if I could get a full refund even though I called within the 2 hour window. How can she not know if I would get a refund??? Isn't that her job????? I ended up taking a different shuttle service that cost less and wasn't going to leave me sitting outside in the cold for 2 HOURS. It was a good thing I did take the earlier shuttle because the security lines at the airport were so long some people on our flight didn't get through in time and when they showed up at the gate they were told they had been bumped to stand by. The 2 hours supershuttle allowed to get me to the airport would not have been enough time and I probably would have missed my flight as well. I never did get a text informing me that my shuttle had arrived at the port so I assume it didn't. Every other time I rode the shuttle I got 3 unnecessary text messages.

The ride from DCA to my house in ** was just as horrible. I had a reser**tion ([redacted]) but was still told I had to wait. The woman didn't tell me how long the wait would be but after 15 minutes I asked how much longer the wait would be since they seem to operate in 15 minute windows. Finally, after a 22 minute wait the driver showed up and I gave him my boarding pass. He didn't take a very direct route, but I knew something was wrong when he started going north over the Wilson Bridge into **!!!! I DON'T LIVE IN **!!!! I asked him why he was going to ** and he asked about my address. I told him I didn't live in ** and that the boarding pass I provided him had my correct home address in **. There was clearly some communication issues between dispatch and the driver and I was caught in the middle. What should have been a 20 minute trip from the airport to my house in ** turned into a 45 minute trip through **. Unacceptable!!!!

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

An "awesome" customer experience yesterday 10/02/2015 I arrived at DEN from a work trip and had a scheduled Super Shuttle (Blue van) reservation for 6:40 PM/MT van 163 in island 5, at 7:00 I called to check the status of my unseen van, I was told it is going to be there at 7:30, she couldn't explain why, and didn't care in the slightest, 7:45 no van, I called again and asked for a supervisor requesting a refund, I tell her I am taking a cab, the supervisor hangs up, while I am being calm and polite with the unapologetic and uninterested supervisor. I called back and get another supervisor, once again ask for my refund, the process took 20 minutes and no apology or sign of "customer service". Thanks Super Shuttle (Blue van) I'll be sure to rely on the good old taxi from the beginning next time.

Review: I booked online , Reservation number [redacted] for van service from my home

to [redacted] airport. Pick up was scheduled at 3:41 pm on 10/4/13.

When the van did not arrive by 4:05. I called customer service who told me that

another van was dispatched and would arrive in 15 minutes. I told the man

I could only wait till 4:30 and would take alternative transportation at that time.

He said " that was fair enough ." At 4:35 van had not arrived so I drove to airport

and parked in a lot at $13/day.

My trip duration is 34 days.

While driving to airport I again called customer service and informed them

that van was no longer necessary and issue refund. Customer service declined

crediting the charge and said they would investigate.

Later, I received an automated message from driver saying his van would arrive

at approx. 5 pm. This being one and a half hours late.

I almost missed my flight and would have had I waited for your van.

Your company did not honor the reservation and owes me a refund

and I believe parking money.Desired Settlement: Refund my visa payment for $65 and pay $ 200 of my parking fee.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I am waiting for payment credit and parking reimbursement.

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 stated and agreed the case will be addressed when the trip is completed and receipt is sent in.

Sincerely,

Customer Advocacy

Review: On 7/14/13 at 8:45 pm I presented Super Shuttle employee "[redacted]" with my reservation to return home from the airport as well as return voucher for the ride (which had been purchased from AAA). This individual refused the voucher because "you couldn't possibly have a $10 discount!" and send me to get a taxi instead or return and purchase a full-priced ticket from her kiosk. Initially, I purchased a ticket as she requested, spending another $22. When my husband's flight arrived a few minutes later, he showed up at her kiosk window and she refused his reservation and voucher, as well. We called the 800 number and a supervisor told us to get the $22 reimbursed (which "[redacted]" processed) and told this employee (over my cell phone) to process the vouchers. They argued and she refused. A van driver pulled up, looked at our vouchers and said he'd take us home; she argued with him, as well. He left. After getting a hold of the company's dispatcher, they told us to process our vouchers and get us home; our vouchers were legit. TWO HOURS after we began, after being bullied and harassed by this person, we finally had a boarding ticket in hand - but she put only ONE PASSENGER on the ticket. We had to return to her window so she could hand-write a "2" on it (later, this prompted the next driver to investigate this anomaly before letting us board his van... more waiting, more headaches). After giving us our boarding ticket, she closed the kiosk, went over to the taxi stand and proceeded to berate us to the taxi dispatcher for wanting to use discount AAA vouchers to get home - something we've done for the last 7 years (here in Florida, alone) without any prior incidents.

When reporting this to Super Shuttle, "[redacted]" final response (after a week of haggling) was "in order to make a strong case we need you to tell us what else "[redacted]" did" - bullying customers, delaying their travels by 2 hours and acting unprofessionally was evidently not a "strong case" for compensation for two round-trip tickets to the airport! UNACCEPTABLE!Desired Settlement: Compensation of two round-trip Super Shuttle tickets to the airport to be used before 12/31/2014.

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.

Super Shuttle has still not offered to reimburse me. They are in "collection of information" mode, even after I submitted all the information they requested. At this point, communication from Super Shuttle as ceased completely! I HAVE NOT HAD AN OFFER, THEREFORE I'M NOT REJECTING AN OFFER.

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 to state sending $60.00 and has attempted to resolve their concerns.

Sincerely,

Customer Advocacy

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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: We purchased shuttle service to the airport. The shuttle never arrived despite us standing outside the whole time. As a consequence we missed our flights and had to buy new ones. In supershuttles contract they are liable for a portion of our flights, but they refused to honor any kind of coverage. We've contacted them many times. We have requested the driver records and they refused to give us any evidence they even attempted to pick us up. I'd like a refund for the money we had to pay to purchase new flights, stay in hotels in the meantime, and the cab we had to get to go to the airport.Desired Settlement: I'd like a full refund as compensation for the six month long process SuperShuttle has dragged us through trying to get the refund and compensation we deserve. This totals 3221USD. If the Revdex.com can't help us through this, we will have to move on to small claims court. Reference supershuttle number: [redacted]. Original pick up date January 15 2014.

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. After the original case from the customer was filed on 2/4/14, SuperShuttle contacted the customer on 2/17/14. At that time SuperShuttle explained to the customer that GPS records from the van on the date of travel show the van wason site at the pick-up address for nine minutes. The driver had to leave and no-show the customer to continue on with other routes, and no refunds would be granted. When customers book reservations on the SuperShuttle website a phone number is required to book the reservation. When booking their reservation on the website the customer entered all zeros instead of a phone number. The driver did not have a valid phone number to call to advise the customer the van was on site for the pick-up and needed to depart.The last contact from the customer was on 2/21/14, when their request for SuperShuttle’s proprietary GPS records was denied. This case has been closed as denied since 2/21/14.Sincerely, Customer Care

Review: On Dec. 7, 2013, I paid $29 to SuperShuttle of Austin, TX for a shuttle ride to Austin-Bergstrom Airport for my flight to Arizona on Dec. 9, 2013. I was not ready precisely at the pickup time (about 15 minutes late) and tried to catch a later shuttle but was told that was not possible. Even though I never received transportation from SuperShuttle on Dec. 9, 2013, I was still charged the full $29. Frequent, subsequent calls by me for a refund were flatly rejected.Desired Settlement: I am simply asking for at least a partial refund of the $29 I was charged, at least a $20 refund.

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for David Beck and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and has requested the customer to call in to discuss their concerns. Sincerely, Customer Advocacy

Review: During my trip to [redacted] I used Super Shuttle both to and from the airport. While traveling back to the airport the driver just threw my bag into the holding area on the van, and proceeded to throw more bags on top. After taking the other bags out the driver then pulled mine out and ripped the front of my bag. The rip is so great that I can not fix it. The company after several weeks notified us that all they could do is give us $40 to pay us for a new bag. This bag was just purchased last year for our wedding in a set and now we can not get it.Desired Settlement: replace bag that driver ripped.

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 reimburses for the depreciated value of the bag that was damaged, not for replacement value of a new bag; and not for a new five piece set of luggage. The value of

the bag was researched, and was sent to the customer on a manual check for $40.00. This case is now considered closed.

Sincerely,

Customer Advocacy

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Review: I reserved a car through ExecuCar (SuperShuttle) to take my daughter and I home from the airport. When I arrived at baggage claim, there was no one to meet us. I searched the whole area for someone from Execucar and found no one. I found the phone number on my reservation and called. It rang many times, then went to a message which was of no help. I was finally contacted (45 min later) by a rep from Execucar who said he had been trying to call me (I had received no calls). He said they did not have cars available and for me to take a [redacted]. When I went outside to the cab area and tracked down a [redacted], the driver had no idea what I was talking about and I had to speak to the dispatcher. She was finally able to ok the ride. When I returned, I emailed my complaint to the customer service dept. I did not get a reply of any kind. Not only were we abandoned at the airport at midnight (we finally arrived home at 1:30am), but the cab ride was only $75 and I paid ExecuCar $96.40. They pocketed $20 by completely ignoring my reservation. No one called the next day to apologize for the inconvenience (which was great!) or to offer to refund the difference between the cab ride and the reservation. I believe the rep from ExecuCar lied to me by saying he tried to reach me and showed no interest in honoring the reservation I had made!Desired Settlement: I would like a full refund of my $96.40 and an apology letter from ExecuCar. They treated us horribly showing no regard for our situation or the PRE-PAID reservation which I had made.

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 have received a letter of apology from the company and they have refunded my money. This matter is resolved. Thank you very much for helping me with this.

Regards,

Review: I had a reservation to be picked up at Tampa International Airport on 2/27/14. I checked in at 5:27 and was told the wait would be 20 minutes, 25 tops. After 40 minutes I went to find out how much longer I would have to wait and I was told that the driver marked me as picked up but never came for me and that they were sending another driver immediately to get me. After an additional 15 minutes a driver shows up and proceed to tell me and another customer the drop of sequence and preceded to an empty parking lot and stops the vehicle. After an additional 5 minutes I ask why we are just sitting here. He says he's waiting for more passengers. A few moments later goes back to where he originally picked me up. Then adds 3 more customers to the route. It's now an hour since I first checked in and still have yet to leave the airport. I have used this service multiple times and never had I had such terrible service. I will NEVER patronize this company again and I will be sure to spread the word to all of my business partners, friends and family just how well I was treated.Desired Settlement: Id like to speak with the CEO of 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 attempted to contact 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,