Supershuttle International, Inc.

Review: Made appointment early morning before I left DFW to be pick up at LaGuardia Airport about 30 minutes after arrival. Arrived at LaGuardia airport Super Shuttle was not present when as scheduled. Called multiple times (5 times and was told each time it would be only 20minutes), but it was not until 1.5 - 2 hours later that a super shuttle showed... The driver argued with my husband when my husband asked driver what was the delay. Super Shuttle also was late picking us up from Mid town holiday hotel. vacation was a bit shaken after theses events to placeDesired Settlement: Return of monies

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: On 12/10/14 I made a reservation with super shuttle for a pick-up at my large apt complex to take me to [redacted] I specifically put in the comment box during the reservation to pick-up at the lobby because the complex spans 2-3 blocks and has 756 units. I was at the lobby at the designated time. Waited for 4 minutes, noticed my phone had a missed call and returned the call which went to the central super shuttle line instead of the driver's phone (driver did not use his cell phone, he called from an automated line).

While put on hold, I walked with my luggage all the way down Audley street, looked to my right on [redacted] street and noticed the van pulling onto [redacted] Speedway leaving the complex. The driver was waiting at a different spot than the one specified on the instructions; he was waiting at the car exit gate where pedestrians cannot exit or enter. There was no way I could have seen the driver from the lobby at the Dannyville exit gate and if he had been on Audley street, I would have seen the van because there is a direct line of vision.

When reservations finally took me off hold, they called van #[redacted]who refused to return and pick me up. By that time, I did not have time to call a taxi, so I had to quickly drive myself to the airport and park, costing me $63.14. This cost would not have been incurred if Super Shuttle followed directions in the box they provide during online reservations. I had spoken to 2 reservation specialist on 12/10/14 who both agreed the driver was in the wrong and should have been at the lobby entrance, not exit gate. I called customer service on 12/11/14, 3xs who were only willing to refund the service but not the parking. One customer service individual named [redacted] even said the driver was at the right spot so it is not their wrong doing. Again, my apt complex spans 2-3 blocks, which is why I specified to go to the lobby; did they expect me to walk the entire 3 block perimeter of my complex with my 2 luggages? Finally on 12/19/14 I was able to speak to [redacted] who said she would look into the incident. I emailed her my parking receipts the same day and asked her to update me. I emailed her again on 1/3/15 for an update with no response for 19 days. I tried calling her direct number she gave me and no one ever picks up and VM is not setup.

If this is the service they provide customers by not delivering on their services they advertise, then failing to respond to the incident, this business should be downgraded on the Revdex.com site.Desired Settlement: I would like to speak to a manager in the advocates department and I would like them to reimburse me for my parking at the airport for $63.14.

Case #[redacted]

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:

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

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

Regards,

Review: My god-daughter and I paid for shuttle service from[redacted] to the [redacted] Hotel (reservation # [redacted] at 5:15 pm on 3/17) but we did not get what we paid for. Instead of dropping us off at the door, the driver dropped us off blocks away from the hotel and when I repeatedly asked him where the hotel was, he answered just around the corner. We carried 2 large suitcases, without wheels, that whole distance and now I'm receiving chiropractic treatments because of that long walk. I expect a refund since I didn't get what I paid for and I'm sending a copy of this complaint to the [redacted] Revdex.com at[redacted].[redacted].org.Desired Settlement: I expect a refund since I didn't get what I paid for.

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: Made reservations for a private van to retrieve us at LAX. Van was 3 hours late; called customer service several times to no avail.

It is insensible what super shuttle did to my family this evening. After an arduous flight from JFK in New York to LAX, we were left stranded at the airport for 3hrs due to the company's poor planing and incompetence. I had booked a private shuttle to take us home and when checking in after the flight we were informed there was a 40 minute wait till our shuttle arrived. This in itself seemed unreasonable; I spent hundreds of dollars to reserve transport be able to be taken home after our flight. It was 11:30pm when we landed and we live over an hour away from the airport, so there were no other options but to wait it out. An hour passed without "our" van showing up - though several others drove up or passed by. I called customer service and filed a complaint, and they assured me that the shuttle was almost there. After another half an hour I called again and this time customer service informed me a manager would come out to talk to our party. This manager never showed up, so I called back, only to be hung up on. Having now been waiting 2 hours, I was so exhausted and wounded by Super Shuttle's actions I could no longer deal with calling again. I asked my son this time to try to talk to customer service; he was promptly hung up on twice. He was finally told that the shuttle was 5 minutes away. We continued to wait another 30 minutes before we were finally picked up. The wait added up to 3 hours in all, from 11:30pm to 2:30am, leaving my (71 year old) mother, my 2 daughters, my son, his wife (who is pregnant), and myself, stranded and exhausted on a cold night outside an airport. All this by a company whose sole purpose is to get you transported to or from the airport. I feel naive to have entrusted Super Shuttle with the safety and needs of myself and my family. They treated us extremely poorly, violating all standards of human decency by leaving us deralict on the curb of an airport terminal and blustering and lying to us repeatedly when we attempted to seek service.Desired Settlement: I would like a full refund and feel customers should be warned against using this company.

Review: False advertising, incorrect discount code, horrible customer service

I received an e-mail from SuperShuttle offering a special discount using the code "SCARY."

I tried to book a round-way trip with the discount code which said it was still good but it didn't go through.

I e-mailed customer service twice but didn't get a response.

A week and a half later I called customer service and filed a complaint. I still didn't get a response.Desired Settlement: I want SuperShuttle to honor their $2 off each way/$4 round trip code and offer an explanation of why customer service never responded to my inquiries or complaint.

Review: We used Supershuttle #[redacted] from [redacted] to [redacted] and my son left his cell phone on the van containing memorable pictures from our vacation in [redacted]. We noticed the missing phone within a few minutes after the shuttle left our house my wife immediately contacted Supershuttle Customer Service. Since July 26, 2015 my wife has spent over 20 hours on call after call listening to automated messages or customer service managers apologizing for the delay. Supershuttle has confirmed that they have located the phone and repeatedly promised to put it on a shuttle to our home. It has now been 4 weeks of repeated promises, un-returned phone calls and we still don't have the phone.Desired Settlement: Please return the phone to our home immediately.

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 speakto the customer to further discuss their case. Sincerely, Customer Care

Review: The below complaint was filed online with Supershuttle on 1/5/2015, but other than an email autoresponder, no reply has been received to date: Reservation Number: [redacted] Description of Service Incident: I request a full refund for shuttle service performed on Sun. 1/4/2015 from BWI to my residence in [redacted]. I boarded shuttle #[redacted] using Boarding Pass #[redacted] under Guest ID #[redacted]. Service was unsatisfactory for the following reasons: (1) Departure from the airport was delayed by 2 hours because the driver carelessly got locked all riders out of the vehicle, with my luggage trapped inside. (2) The 3 hour door-to-door travel time was excessive and caused injury to my back after my 5 hour flight from LAX to BWI. (3) Driver showed blatant disregard to the welfare of his customers. At 71 years old, I expect to be offered priority consideration after informing the driver of my pain and discomfort. My complaints were ignored until my daughter remotely engaged a customer service representative ([redacted]) by phone to instruct dispatch to rearrange the van’s travel itinerary. Please respond promptly with a full refund of the $40.00 USD fare charged to my credit card. Sincerely, [redacted] ###-###-#### [redacted]Desired Settlement: In addition to a full refund of $40.00, I would like to know what corrective action was taken to reprimand this shuttle driver for his failure to provide reasonable service.

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

Review: Our driver was 20 minutes late picking us up from our hotel. He was drifting into other lanes of traffic, actually coming to a stop on highway 105. Stopping slowing way to early, then at times slowing way to late. He actually came to a stop on the highway while traffic continued at approximately 30 to 25 miles per hour. Then he challenged me asking why I called the shuttle company, when I told him I called because he was late, he then complained about your company saying that they scheduled too many stops in a short time period. At times he drove well over 90 mph. I took a short video of his driving if you would like it let me know where to send it. Other passengers were saying that he was driving with his eyes closed. He was sweating profusely, with the air conditioning on (and it was only about 70 degrees outside anyway. Then when I tried to call the company (as this driver posed a threat to the safety of your customers and the public, I was arbitrarily transferred to several other staff. One of the 4 people I spoke with was pleasant and very concerned, but in the middle of a sentence I was transferred. The last person I spoke with was quite rude and unprofessional. At this point I will NEVER use your company again. Additionally, when we arrive at LAX on July 30th, your attendant at the airport was more concerned with talking to her friends, dismissed me twice with the wave of her hand, that driver complained that none of the riders dropped off before us gave him a tip... This is probably the worst customer service I have ever experienced.Desired Settlement: More than the refund, I think that this company has placed my and my family safety in jeopardy. Not to mention that huge number of people they transport daily. This company needs to assure that their service providers are trained in customer service, and perhaps U/A testing of all drivers. When I tried to call the company to advise that they had a driver that was dangerous, I was arbitrarily transferred to 4 different people, mid sentence. (one did say that they were having trouble with the phone system). I was pleasant until the last representative, by then I had lost my patience. Again, I have a very short video of the last driver.

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

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Review: They run a scam where they say they will pick you up at a certain time and place but they don't show. I was at the [redacted] wating to get picked up at 14:41 at 14:30. I called dispatch at 14:45; they said the driver was stuck in traffic and on his way. I called dispatch again at 15:00; they said the driver had showed up, called my cell phone three times and decalared me a no-show. I would have to eat the money and get a cab to the airport. I protested and they transferred me to reservations. The trick is leaving out any mention of requiring a cell phone (I had left mine behind by accident prior to travel) and then using that as a reason not to pick you up.

Product_Or_Service: Airport Shuttle

Order_Number: [redacted] Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Refund

I want the entire money for the round trip reservation paid back to me plus the $57.50 the cab cost me on top of it.

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: I booked a shuttle van service from Bush International Airport to [redacted]. I was picked up as scheduled on SuperShuttle, door to door Airport Shuttle as confirmed on Confirmation Number [redacted], However the Blue Van Driver Number #[redacted], broke down 3 miles before my final destination. It was 92 degree weather in a hot broken down van. Furthermore I had no other option than to walk to [redacted], in hot weather on less carrying one large suit case and a back pack. SuperShuttle Blue Van Service promised Door to Door from Bush International Airport as advertised on their website. They failed to deliver and I would like a total refund. I spoke with several customer service agents with with negative results. They failed to deliver and I want a full refund. Thank you.Desired Settlement: Total Refund of $78.00 dollars back to my credit card.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 August 3rd, Supper Shuttle took my reservation, charged me, and did not pick me up. When I called, they told me to call a cab instead and said they would reverse the charge. They have not done so and have not replied to emails requesting assistance.

My reservation info was:

Confirmation Number: [redacted] Pickup Date/Time: Saturday, August 03, 2013 3:50 PM - 4:05 PMDesired Settlement: They need to refund the fee as they did not provide the 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 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.

The charge reversal showed it my account today and I consider this resolved to my satisfaction. I just wish the customer service would have responded to emails before it came to this.

Regards,

Review: They were supposed to pick up my wife and me from [redacted] airport on Dec. 26, 2014 at 11pm . My reservation ID is [redacted], and my SuperShuttle Confirmation No is [redacted]. When I got to the airport, I called them 2 times to ask where I should go so that they can pick me up. Each time, they told me that they will call me back and let me know. They called me at about 11pm and told me to go outside and wait at a certain area. After waiting in a super cold weather for half hour, they called me again at about 11.30pm and told me that their shuttle is gone because of they were supper busy and their schedule was too packed! They asked me to wait for another half hour for another shuttle. I was really frustrated and asked them to cancel my reservation. They agreed to do that. I took a cab and went home. The day after I checked my credit card and saw they have charged me for $31!! I have been calling them for the past 5 days and have asked them to cancel the charge. They have given me a case number: [redacted]. They have not cancelled the charge yet!Desired Settlement: Because of wasting more than 2.5 hours of my time and stressing me out, I am asking for a compensation of $500.

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

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: I called Super Shuttle well in advance of my flight, May 14, 2014,and scheduled a ride for myself to the airport May 23, 2014 cofirmation number[redacted]My [redacted] was charged. Lyla told me to ready by 4:00 p.m., on the 23rd, and I was but the driver never came,I spoke to [redacted], then Supervisor [redacted] who told me the driver marked me as a "No-show" I want a refund.

Product_Or_Service: Transportation

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

It was $26.00 for the fare, and $2.00 service charge. I'd like a full refund.

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

Review: From: [redacted] (mailto:[redacted])

Sent: Wednesday, January 08, 2014 11:28 AM

To: Revdex.com Info

Cc: [redacted]

Subject: Business Complaint

To Whom It May Concern,

I am using this method to file this complaint because your website seems to be disrupted at this time.

My complaint is against:

Supershuttle International, Inc.

(this organization has oversight of DIA Supershuttle operations.)

This complaint is filed by:

[redacted] January 8, 2014

I offer the following four-page complaint to the Denver Revdex.com (Revdex.com) regarding events that took place between 12/4/13 and 1/8/14.

Complaint summary

Supershuttle verified by telephone message on 12/4/13 that they would pick me up at 7 am in Highlands Ranch so I could catch a 9:55 am flight at DIA on 12/5/2013. I did not know they were not coming until they were 20 minutes late for the scheduled pick up time and I called them. I found out at that time that they had cancelled at 9:35 pm the night before, but I did not receive a telephone notification of this. Their negligence forced me to spend $390.17 in last-minute drive-and-park expenses to avoid lost airfare and pre-paid timeshare rental. If they would have done the right thing and called me the night before, I would have had time to make more cost-effective driving arrangements that would have cost me $145.

What I am asking the Denver Revdex.com for

I claim that Supershuttle acted negligently in this matter and that they owe me the difference between what I paid and what I should have paid given responsible notification actions by Supershuttle. That is, they owe me $245.17.

Summary of events

1. In November 2013 I made pre-paid arrangements with Supershuttle for a pickup at my home in Highlands Ranch at 7 am on Thursday, 12/5/13, to catch a 9:55 am United flight from DIA to Orlando, Florida, for a 14 day vacation. This airfare was non-refundable, as was the pre-paid timeshare rental.

2. In the morning of Wednesday, 12/4/13, I received a robo-call message to my answering machine from Supershuttle verifying the pickup and reminding me to be ready early so I wouldn't inconvenience other riders.

3. Also on the morning of 12/4/13 Denver was experiencing the end of a snowstorm from the night before that involved about 4 inches of snowfall and record cold temperatures. However, by the early afternoon of 12/4/13, the various road crews and HOAs had cleared the highways, streets, and my driveway.

4. I went to bed at 9 pm on 12/4/13 to get a decent night's sleep since I had to rise at 5 am on 12/5/13 to be ready for the 7 am pickup. When I got up in the morning, I checked my phone answering system and found that no calls were received during the night and no messages were left. Please note that my phone system records the number and name of everyone who tries to call me, as well as any message they might offer. I know my phone was in excellent operating order since it automatically received calls both before and after this incident.

5. After the van was 20 minutes late on the morning of 12/5/13 (van #[redacted], as the dispatcher later told me), I called Supershuttle to ask where they were. They said that the driver had cancelled the night before at 9:35 pm for "dangerous conditions" and they had notified me by phone. I objected, having received no call.

6. About 7:30 am on 12/5/13, I called the Yellow Cab dispatcher to see if they could send a cab, but the call volume at that time was very heavy and I was sent into the phone holding queue. I waited about 20 minutes in the queue, until I decided that I would have to drive myself and leave right then if I were to make it in time. I no longer hadDesired Settlement: Unspecified

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 Mr. [redacted] and discussed his concerns.

SuperShuttle has informed the customer that the reservation was cancelled due to weather. The reservation was cancelled the night before at 9:35 pm on 12/4/13 for a 6:55 am pick up time the next day on 12/5/13 due to weather. SuperShuttle has a clear disclaimer on the same website the customer booked the reservation on that states: SuperShuttle and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, SuperShuttle reserves the right to cancel and refund reservations in advance of the scheduled pickup.

SuperShuttle sent an email of the cancellation to the customer at the time of cancellation at 9:35 pm, and attempted to place a call to the customer informing the customer of the cancellation at 9:33 pm the night before the pick up as well. SuperShuttle call logs confirm the attempted phone call to the customer’s phone number, with the phone number not answering the call because the phone number states: not able to accept a blocked number call. SuperShuttle has fully refunded the customers round trip reservation and feels the case is closed.

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.

Supershuttle proposes that they have no responsibility for their negligent actions on 12/4/13, which is totally unacceptable.

Supershuttle sent to me a voice message that I received on 12/4/13 confirming the pickup the next morning. Following this action, at 9:35pm that same day, Supershuttle cancelled their pickup, due to weather, they claim. They sent me an email and claimed to try to call me. I agree that the company has the right to cancel for weather. However, if they do so, the burden is on them to ensure adequate notification to the pre-paid customer. Such notification would be expected to be in the same form as notification of pickup; that is, telephone notification should have been given at 9:35pm when the cancellation occurred. The company apparently recognizes this since they claim that is what they attempted to do. However, when I discussed this matter with their attorney, she made it clear that they have a telemarketing-like phone system that hides their identity so they can hide from irate customers. So, it is THEIR inadequate, telemarketing-like phone system that prevented their call from getting through to me, thus causing me much added unnecessary expense in meeting my last-second, compensatory travel requirements. They owe me $245.17.

This is the same position that the company and I discussed in the first week in January, no change. What are the steps that I need to take to move this into mandatory, binding arbitration? I know that they are a Revdex.com member, so I know that arbitration applies to them. Also, I would like to add the Revdex.com costs of arbitration to the amount claimed above.

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 and its website disclaimer concerning weather does not state it notifies the customer of cancellation. SuperShuttle contacted the customer out of courtesy. SuperShuttle contacted Mr. [redacted] via phone, and contacted Mr. [redacted] by email well in advance of the pickup time; which the customer is not disputing. The customer has stated he has a service set up on his phone to not receive harassing and annoying phone calls. The SuperShuttle telephone system is a FCC compliant and carrier compliant telephone system.

The person speaking to Mr. [redacted] in no way represented themselves as an attorney. SuperShuttle feels the company went above and beyond policy in notifying customer of cancellation due to weather and has fully refunded the customers prepayment.

Sincerely,

Customer Advocacy

After traveling over 30 hours straight from the Middle East, I arrived at [redacted] on 12/24/2013with a confirmed, prepaid reservation for transportation home in Sierra Madre from the airport. My flight was delayed approximately two hours and at about 1 AM, when I went to the SS station outside of Terminal 7, there was no one there, so, as advised on their confirmation sheet, I contacted the supervisor. He came and told me that there was nothing available at the moment but that he would "work on it." Without giving me any estimation of a time wait, he disappeared and never returned. Over the next two hours various vans came by but no one would help me. (I have a photo of 5 vans lined up outside Terminal 7 at 2:30 AM, none of whom would take me). One driver (Van #[redacted]) told me that my options were to either sit there until 6 AM or pay him an extra $120 ($98 + tip) for an "exclusive" ride home. Eventually at 3:25 AM a driver from the [redacted] area "felt sorry" for me and drove me even though it was outside his franchise district. According to the blog on their website, "there is no need to cancel or rebook your ride if your flight is delayed a few minutes or even a couple of hours." It also states "Our vehicles are available 24 hours a day." Obviously this is not true. I had assumed that by booking and prepaying a ride, Super Shuttle had a contractual agreement to provide me with transportation within a reasonable time frame and I do not think that over two hours is reasonable. I emailed this complaint to Super Shuttle on 12/28/2013. Their automated response stated that they would answer me withing 3-5 business days. It has now been three weeks and I have heard nothing from them. I see many similar stories on [redacted], etc. so I do not think my experience is unique.

After getting quotes from several other shuttle services in the area, I used SuperShuttle during a recent trip to France. I was very happy with the service. Using the SuperShuttle website, I booked a shared van service from [redacted] airport to my hotel by the Eiffel tower. Our flight got in early and we made it to the curb after customs about one hour earlier than I had booked the pickup. I saw a SuperShuttle marked van and told him I was early. He checked my name/confirmation number and we were able to hop right in and start our vacation. The price paid was in line with what a taxi would charge but I didn't have to worry about getting stuck in traffic- I'm sure we saved some money. Also, it was charged in the US, so there was no VAT or currency fees to worry about. Their website was easy to use and confirmations were received quickly. I will definitely use this service again!!

Review: "Poor" is an understatement in describing my experience with Super Shuttle. I waited curbside at LAX with my 14 month old baby and husband for over 2 hours between the hours of 12:00am-2:00am waiting for my "reserved" Super Shuttle. After waiting 20 minutes, we were told "just 15 more minutes." This went on for over 2 hours (our attendant was Kyyahn Lundy). In that time we made 3 requests to speak to the manager (Robert Shahab). We were informed each time that he would be down "shortly," "in about 15 minutes." He never showed. After over an hour of waiting, I started calling Super Shuttle telephone numbers. Dispatch told me there wasn't even a request for a van and that it would be an additional 30 minutes. At the 2 hour waiting time, I got through to someone in customer service who said the wait would be an additional 2 hours (bringing my wait time to 4 hours, which is sadly a longer time than my international flight from Vancouver, Canada to LAX). When I complained about the additional 2 hour wait, the customer service representative succinctly told me to wait the 2 hours or to find another means of transportation. When I again emphasized that I had a 14 month baby with me and had already been waiting 2 hours, she told me that online it says "lengthy delays" may happen. I would like to note that this individual was in no way polite, sympathetic, or caring on the phone. I can understand a 30 or 45 minute "lengthy" delay. However, a 2-4 hour delay is inexcusable. Worse than the customer service were the safety violations during our drive home. Our driver did not appear to know how to properly use the navigation system. He pulled over several times throughout the trip to look at his navigation system. Each stop was in a "no stopping" zone. Additionally, he ran a red light and struggled (throughout the entire trip) to keep the vehicle within the confines of the traffic lane while on the freeway. During the drive, the windows fogged up, making visibility outside the vehicle difficult. The driver did not attempt to defog the windows; my best assumption is that he simply didn't know how to do so. I was riding in the back seat with my infant son in his car seat and, in all honesty, was terrified for my son's safety. This was not only unprofessional, it is unforgivable. If nothing else, safety should be a non-negotiable feature of any shuttle service. Online, it states, "Book a stress-free airport shuttle." This is false advertisement. There was nothing about my experience with Super Shuttle that was "stress-free." To the contrary, up until the van pulled up into my driveway at well past 3:00am, I was absolutely terrified that my baby wouldn't make it home safely. Super Shuttle has serious passenger safety violations that it needs to immediately address with its employees before someone is hurt. This company is dangerously close to a reckless endangerment lawsuit.

Product_Or_Service: Airport Shuttle Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

My shuttle and tip were pre-paid. I would like a full refund on my trip. While I understand that some reasonable delays are, at times, inevitable, asking a woman and 14 month old child to wait over two hours curbside at an airport from 12:00am-2:00am is unreasonable, unsafe, and unprofessional. I can understand a 30 or 45 minute "lengthy" delay. However, a 2-4 hour delay is inexcusable. I would also like someone from customer service to contact me directly to d

Review: Booked a reservation on behalf of my boss with SuperShuttle on 10/22, for [redacted] transportation. Confirmation #[redacted] via ExecuCar. Reservation confirmed and prepaid for express shuttle (which means no other passengers, directly to drop off point).

Her Email below:

"It didn’t work out so well. They couldn't find a van (or possibly someone who was willing to drive the van) to take me to [redacted]. After stringing me along for more than 1.5 hours, they finally got a taxi for me and faxed an invoice to the taxi cab company. Only problem was the taxi driver did not speak English very well and had no idea what was going on. He thought I was trying to leave without paying. So, once I got to my destination, I spent another 20 minutes in the cab with him on the phone with his dispatcher and super shuttle trying to explain to him how he would get paid."

I am not at all happy with SuperShuttle/ExecuCar and am seeking full reimbursement for this failed delivery of services.Desired Settlement: 100% refund and apology for failing to deliver service.

Business

Response:

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

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: My fiance and I were supershuttle reservation number [redacted] from our Hotel in [redacted]) to [redacted] Airport. We had a scheduled pickup at 1:10 for a 5PM flight. Upon pickup our driver was in a rush because he was running late- he proceeded to weave in and out of traffic and made us feel very unsafe. We have ridden in New York cabs and other transportation before and are used to the ride but this was outrageous.

Upon arriving at the airport, our driver went to the nearest terminal and ordered everyone out of the van. We explained to him that our flight was at Terminal C and we were currently at B- his response was "same thing, ask how to get there". He seemed to be in a rush to pick up his next customers. We were then forced to walk half a mile outside in the cold carrying our luggage to Terminal C, as [redacted] passengers could not go through security at B. Thankfully we had gotten there early or we could have missed our flight.

This is not what I paid for- we had used SuperShuttle in [redacted] and it worked great. However, after this experience I will likely not use the service again and will discourage associates from doing the same.Desired Settlement: I would like to be refunded for the return trip from the hotel to the airport as well as the tip for that driver. We were not provided with the service we paid for.

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 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,

Review: Super shuttle, besides always surely desk staff made me wait 1 hour 15 minutes for shuttle to boulder. Five minutes before our shuttle, a shuttle to Westminster co loaded. When the 7 passengers boarded the boulder bound shuttle, the shuttle took the route to Westminster instead of boulder. Driver explained that one passenger was goi g to Westminster. Through gross scheduling inefficiency, six passengers had to endure and additional 45 minute commute. This business is horrible and I will never patronize them again.Desired Settlement: Apology and full 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 attempted to contact 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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,