Supershuttle International, Inc.

I was forced to dispute a charge with my credit card company after a negative experience with this company. The nature of the dispute was that I purchased a $14 ticket at Reagan National Airport in Washington, DC for transportation to my hotel, then decided to purchase a $20 taxi ride instead because the taxi ride took less than a third of the time. I was only told how long the shuttle ride would take after I purchased the $14 ticket.

When I called the company for a refund, I was told that tickets purchased at the airport were not refundable due to a policy change that occurred a week before I bought the shuttle ticket, despite that I was never told the ticket was not refundable before purchasing the ticket.

Also, I was never told that I had to keep a physical copy of the ticket in order to process the refund. This point was implied in passing during my conversation with customer service, but the company did not volunteer this important information. In all, the company does not place a priority on customer service and supports policies that are misleading and unreasonable.

I have officially been let down by supershuttle twice! The first time was at the Dallas/Ft. Worth Airport. I was picked up by a shared vehicle with about 6 other parties. The driver was new and got lost right out of the airport. Passengers from the area were trying to help him but he refused to listen. My trip to my hotel took over two hours! I called supershuttle and they refunded my money.
I thought at least they made an effort. I recently had to go to the same airport but this time I used their individual car service with "Meet and Greet" service. I arrived after 11:45PM and went to the "Meet" area. There was no one there. I then called supershuttle and was told that due to rain, there would be no one there to pick me up and that I would have to fend for myself! I was shocked to learn the real reason was because there had been a rain storm in Dallas and all their independent drivers were ripping off people at the airport and packing people like sardines into their cars! I was really upset at myself for giving them another chance!
Then I filed a complaint with the company. They had refunded my money right away, but that was not the point! I wanted to know why and how this could happen and why would I trust them again!
This is the letter I received: Thank you for contacting us about your case, number [redacted].
I am very sorry for your experience on your day of travel , I can only offer that the dispatch record shows that there were no vehicles available due to weather, and your fare returned to your card.
I hope this does not change your opinion of us, or discourage you from using us again
We appreciate your business and look forward to the opportunity to serve you again in the near future.
Do they really think I would have an opinion that would allow me to ever use them again or recommend them to anyone?
I think not
I did try to contact the company and speak with a person but when I received the above form letter I realized that they just do not seem to care. Prior to writing this review I did try to call them but after being placed on hold for ten minutes they disconnected. I called back and was told that I was calling the reservations number. Then they told me the line was transferred to reservations because they were all at lunch! It was 11:00AM in Arizona! What kind of company closes down at 11:00AM for lunch?

Review: My family and I were picked up by either an intoxicated driver or a driver that was falling a sleep. He proceeded to pull into the middle of an intersection and then he ran two stoplights, almost hitting a parked car. Once we arrived at the airport he stumbled out of the car. When contacting customer service I was given the "run around" several times.Desired Settlement: Before filing criminal charges of endangerment and notifying the media I would like to discuss this incident with corporate.

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.

Regards,

Simply refunding my money when such a dangerous situation tool place is not enough

DO NOT USE.

Ordered round trip town car from home to airport for a business trip for $151 dollars. Ride to airport was fine. When I landed a week later, no driver and no car. Called dispatch and was told, "Someone was supposed to call you because we can't pick you up."

Did not receive a call. Did not receive an email. Did not receive a refund.

Ended up taking a shuttle van. Called dispatcher back to ask for a refund and explanation. Was told I would receive both from manager on Monday. Received no call, refund. or explanation.

Disputing charges via [redacted].

Based on my experience, this is not a reputable company. Do not do business with [redacted].

Review: I live in a large apartment complex which is a gated community. It has several buildings and I live approximately 1 km from main entrance. I had booked SuperShuttle for my commute from my residence to [redacted]. In my booking instructions I specifically gave my address and apartment number along with the guest gate code that would allow access to the main gate so that I could be picked up directly in front of my building. I took the time to give these instructions as it would have been difficult to haul my two large briefcases and carry-on all the way to the main entrance. In past I have given the same instructions to food delivery, furniture delivery, friends/guests, taxi service etc and none of them ever had an issue getting inside the main gate using the guest code. On the day of my travel. Shuttle driver and the company's customer service kept on telling that the van was waiting for me outside my building (three phone calls) . However, I kept on waiting for the driver but he never came to the specified apartment adderss/building number. Later was able to get a hold of the driver over phone, who was almost half mile away from my apartment building. Poor communication skill of the driver made it harder to explain how to enter the apartment complex using the specified gate code. The company never cared about the customer's complain and jeopardized my commute to [redacted]. I Had some heated argument with the driver about not being able to use the gate code and unable to understand English. Driver tried to play blame game stating his superior that the customer was rude, however he never acknowledged that he was not able to arrive at the specified address. Expected more professional service from my company who didn't care and suggested me to find an alternative method of commute just a few hours before my flight's departure.

Product_Or_Service: Airport Shuttle Service

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund the money. Apologize for poor customer service including jeopardizing the travel plan of a customer that could have costed at least $1700 for air ticket and would have jeopardized other plans related to travel abroad. Poor customer service, and company not taking responsibility for providing the service it advertised online.

Business

Response:

To Whom It May Concern,

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

Sincerely,Customer Care

Consumer

Response:

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

I was asked to call back the customer service. However I am not willing to engage directly with them based on my horrible experience with their customer service. If their response is a PR gimmick, then I am not longer willing to waste my time having conversation with them over phone (I already did for 30 minutes on the day of my travel).

The voice-mail mentioned that they have refunded the amount that they owe me (after filing this complain with Revdex.com; three weeks after of the date of incidenct). I simply want the merchant to send a written confirmation (through this portal) of refund, with date of transaction/transaction ID for such refund. Once I receieve my money back then this matter can be considered settled. They need not contact me directly.

PS: I hope that Revdex.com can keep this incident posted online for future customers who can be make the right decision while choosing a shuttle/taxi and avoid suffering from a horrible experience.

?

Regards,

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and has processed the refund of $36.30 on 7/30/14 back to the card on file. Sincerely,Customer Care

Review: On 03/24/14 I had called to make a reservation to have a shuttle pick my family up at the Galveston Port in Texas, because our cruise had been cancelled due to an oil spill. The company informed me that it would have a pick up time on the 3/25 at 2:50 PM to get us to Houston Hobby airport for our flight that was scheduled to leave at 5:10 PM. I was informed by the person making the reservation to call 45 mins prior to the schedule pick up to confirm so that the driver would have enough time to drive from the airport to the port. I called at 1:32 PM on the 3/25 to confirm, I was told to call back when I was off the ship (which never left port) and waiting at the terminal. I call at 1:51 PM but lost connection while on hold, I called at 1:59 PM to call and confirm. I was told that the driver was leaving and would be at the terminal at 2:50 PM.

At 2:40 PM I used the feature that lets you track the location of your driver and van. I noticed that the van was just leaving the airport area on the map and had an ETA of 38 addiontial minutes. That left us with a pick up time of approximately 3:15, with a 45 minute drive to the airport. This was not enough time to get my wife, small child, and luggage checked in and through security with enough time to get to our flight. At 2:40 I called to cancel the service and explained the situation to the man on the phone. He said that Super Shuttle was making exceptions for people that were affected by the oil spill in the bay that was affecting the cruise ships. The man never said that I would still be charged for the service.

When we arrived home from our trip I noticed that the charge was still on my credit card. I called Super Shuttle and they gave me a dispute number and told me to call back on Monday 03/31. I called back on 04/02 to find out about the charge and was told by an advocate to wait 48 hours and call back.

On 04/08 I called and spoke with advocate [redacted] who told me that I would be charged the full amount. I explained to her the situation and gave her all the times I have listed above. She told me that I would have had plenty of time to arrive and the airport to make my flight. I tired explaining my position that due to the fact the driver was going to be almost 30 minutes late that I was not comfortable with that time schedule I called and cancelled. I also told her that I was told they were making exceptions for the oil spill. She told me that they were not making an exception for me and I would be charged. She offered to resubmit the complaint but said the outcome would most likely be the same. [redacted] was very rude when I was speaking with her and was not trying to offer me explanation. When I asked to have the person who made the decision call me so that I could explain to them, she refused and stated that they do not call customers. She said I could talk to her supervisor but they would tell me the same thing.Desired Settlement: Refund of $145, and costumer service training for [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 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,

Review: On July 13, 2013 I completed an on line reservation form for a car for four people and luggage at Denver, CO airport on July 20, 2013 to the [redacted] at [redacted]. The car arrived unable to fit us and our luggage into his sedan. The driver nor the Supershuttle service attempted to make alternate arrangements but rather simply left us stranded. I contend it is because they had already charged for the service upfront and had no impetus to provide correct service.

Assuming I can attach to this:

Please see: The original confirmation with no reference to luggage quantity;

The screens as I saw them when reserving the car; again no reference to luggage except for the very last screen "passenger profile" where, unexpectedly, it only asked for my profile (not the other 3 passengers)

The OnLine FACS page which outlines that each passenger is expected to have 2 checked bags and one carry-on (we had less)

My Credit Card charge for the car service hired at the airport om 7/20, after being stranded by Supershuttle-ExecuCar ,to take us to the hotel .... for $55. My guess is that Supershuttle didn't pay ANYONE $75 for my non-service on July 20th and I certainly did not receive the service I ordered.Desired Settlement: I would like the full $75 charge credited back to my [redacted]. I would have accepted less; however at this point I have taken my time to prove and provide valuable customer insight to this company and I believe they now owe me for my time so the least I will take is the full $75 they inappropriately charged 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 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 the business to performs this action and, if it does, will consider this complaint resolved.

Regards,

Debra Askins

Review: I cancelled the super shuttle in [redacted] because I did not know someone would give me a ride to the airport. The lady on the phone told me to give it a week and my refund would be back on my card. I received a refund confirmation number. I called today to check the status of my refund and now I'm being told my refund will not be honored because it was too late. I was told verbally that my refund would be back and now I'm being told it's not. I did not use the service and would like my $40.00 back.Desired Settlement: Refund of $40.00 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 provided a full refund to the customer and has attempted to resolve their concerns.

Sincerely,

Customer Advocacy

Review: I am instructor in a College of an Indian reservation, the [redacted], Arizona. My students, two Faculty colleagues and I were ready to attend a conference in Denver.

On Nov 5 2015, I reserved a shuttle for a trip from the airport to [redacted] Hotel. I reserved using Execucar (OR Suppershuttle, this business manage both names) via phone call. I indicated that we were a college group of five people. We ended with seven people but I wasn't worry as they could always charge me at my credit car for two extra passengers. The reservation number is [redacted], the company's number for reservations: ###-###-####

They charged to my credit card $87.00. The instructions to pick us up on November 6, sent via email, were as below:

"After collecting luggage, please exit Door 511 for East Terminal or Door 506 for West Terminal and proceed to the Limo Booth at Island 2. Tell the attendant you have a pre-arranged reservation with ExecuCar and provide him or her with your last name. The attendant will coordinate with our dispatch team to arrange your pick up."

We followed the instructions and we didn't find anyone that could help us, so we made a phone call to the company and they kept us in the line for 20 minutes without answer.

We then decided to go outside as one of the airport personnel indicate us that all shuttles, including supershuttle, pick the people outside of terminal near the parking area. All of us were waiting for 40 minutes for any shuttle, the temperature outside was 24F. We managed to reach a person in the company phone and we ask to talk with a supervisor for a complaint and to get a shuttle before we start suffering of hypothermia.

Then one of the supershuttle van vehicle show up, the driver checked his schedule and he found my name in the list. The driver saw us and decided no to carry us in the van, with enough space for seven people. He abruptly left after he saw our students without any explanation. Twenty minutes later another van from the same company arrived. The driver this time answered our questions, contacted the company and confirmed again that my name was on the list. However he said that he was booked for other passengers. We decided to hire another service and managed to get to [redacted] Hotel safe.

This was one of the worst experiences for all of us. But more terrible is that the behavior gave us the impression that all this mistreatment was racially influenced as my native american students felt.

I asked [redacted] Hotel in Denver ([redacted]) to complain for us to supershuttle as they recommended this company. For two nights they tried to reach them and finally they did contact supershuttle manager threading them to no longer recommended the company to customers. According the the hep desk personnel of [redacted], super shuttle didn't care about the warning.

The $87,00 charged at my credit car was part of the budge for the trip, therefore belongs to our college. I want the complete refund to my credit card, otherwise I will request to my college to file a complaint for mistreatment and discrimination to our students and faculty. Supershuttle or execucar, whatever the name they use, was a nightmare for what should be an educative experience to our students.

I look forward to hearing from Revdex.com a resolution on this matter. Thank youDesired Settlement: I want the $87.00 refunded at 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 am attaching the bill so you can see that the company knows my email and therefore never tried to contact me. This complaint still without any satisfactory answer. I look forward to hearing a more satisfactory answer.

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 $87.00 back to the card on file and attempted to contact the customer, and would like to speak

to the customer to help resolve their concerns.Sincerely, Customer Care

Review: I have 2 separate issues. 1) I have two charges on my account that ExecuCar has not yet gotten back to me to identify. I called over a month ago and was told somebody from the Customer Care team would be giving me a call. I still have not received a call. I followed up via email to their customer care team on 7/7 and received a note that I would hear from someone within 3-5 business days. It has been over 2 weeks and I have not heard from anybody. 2) I recently scheduled an ExecuCar Business Express Svc to pick up an employee of ours at 2:40 pm. The driver never showed, and when we called Customer Service, they told us the car was scheduled for 1:40 pm and the driver was waiting so he left. I have a copy of the reservation confirmation stating 2:40 pm to be the pick up time.Desired Settlement: For the first issue, I would like an explanation of the 2 charges as well as a receipt. For the second issue, I would like a full refund back to the card I used for payment. I should not be charged when the driver showed up at the wrong time and we never used 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 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. The matter has been resolved.

Regards,

Review: I prepaid for transportation from [redacted] hotel to airport on 5/15/2015. Vehicle did not arrive at specified time. Service was not rendered. Had to take alternate transportation. I contacted company via their incident form online and asked for a refund. Have received no communication from them at all.Desired Settlement: I wish a refund of the payment for the service not rendered.

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 wife and I waited for two hours after the scheduled time and the shuttle NEVER came. The worst shuttle experience in my life EVER. I can't believe it still exists.We scheduled our shuttle on the supershuttle website from [redacted] to [redacted] Airport at 10:00-10:15am. We arrived the gate at 10:00am, and began our long wait. Since it didn't give us the shuttle number, we checked with every shuttle from Supershuttle and none of them was ours. After 40 minutes, I called Supershuttle and the lady said our shuttle would arrive in three minutes. After the call, we continued to check with EVERY single Supershuttle at the pier and again, none of them was ours. We waited for another 45 minutes before we called Supershuttle again. This time the lady said the shuttle driver had came to the pier but he couldnt see us. Thats impossible because we have literally checked with EVERY SINGLE supershuttle at the pier. Then she said the next shuttle would come in an hour and half and she asked us to take taxi because we would miss our flight if we wait for another Supershuttle. Finally, we had to take taxi to the airport. When we went back to [redacted] and complained to Super Shuttle and asked for a refund, it said it couldn't do anything for us.

Product_Or_Service: Suttle service

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We want a refund and an 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 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.

Many thanks again for your help.

Regards,

Review: On July 11, 2014..super shuttle was to pick up my aunt from her residence in [redacted] to [redacted] airport, to catch her flight.She arrive arrived at her pickup location at 11:00am..Her pickup time was for 11:24am..The shuttle bus never arrived..so her decided to catch a [redacted] taxi which cost her $62.00...The cost of the shuttle van $32.04.I want to be remiburst for $32:04 and $62:00, the total is $94.04.....since the van never arrived , my aunt had to take a [redacted] cab..The shuttle van was paid several days in advanced.Desired Settlement: I want super shuttle to refund my $32:04 and $62:00 [redacted] taxi to the airport.The total is $94:04..Or I will takes this to small claims court.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I still haven't recieved my credit of $32.04Regards,[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 attempted to contact the customer and has attempted to resolve their concerns, and informed the customer the refund was processed back to the credit card on file on 7/17/14.Sincerely,Customer Care

Review: I made a round trip reservation from [redacted] to our hotel in [redacted] and back and I did it at the same place without having to go through the process twice. I cancelled 3 days later when our plans changed and no where did I get a message saying I needed to cancel the 2nd leg of this trip. Why, after all, would I need the return trip when I had cancelled the 1st trip? After being a banker for 30 some years before a spine problem disabled me, I consider this to be fraudulent activity. In the month since the transaction, I've tried repeatedly to have the $153.75 refunded me and would even be willing to settle for a refund of $100 just to have it behind me but all I get is the same response from their "customer service" saying "We've assigned your case to a Customer Care Representative and your case number is [redacted]" This has been going on a month now......and my hope is now to resolve it to everyone's satisfaction: Refund me $100, they keep $53.75 or I'll dispute it with my credit card issure which I don't want to do.Desired Settlement: Keep $53.75 and refund me $100 and we'll call it even.

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 December 8 I booked a private super shuttle from the Anaheim resort area to LAX. After booking my shuttle I needed to change my flight so I called super shuttle to change my van time. I was told by the agent that this was not possible and that I should board a regular super shuttle that was in the area and get a refund for the old booking. I did this under the direct recomondation of the super shuttle employee thinking that I would receive a refund for the van I didn't use as I had to pay another fare to the other driver who ended up taking me. When I called super shuttle to process the refund a few minutes later ( I had been disconnected from the previous phone agent) I was told that a refund was impossible even though the previous agent had assured me that there would be no problem. I was given a case number [redacted] and was told that I would be contacted in three days a few weeks went by and I had still not heard anything. I finally called them again and was told that there was no record of that number. I am filling this complaint as it appears that supper shuttle can't do its customer service on its own.Desired Settlement: A full refund of the original private van fare that was promised.

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, although I found the customer service response to be completely rude and accusatory. This was not my fault and was stared by the phone agent I talked to that recommended this course of action.

Regards,

Review: Supershuttle driver arrived earlier, we were at 03:15 in the morning on the sidewalk and they said that he didn't see me, but I was there. As I'm an international customer without a US phone number they weren't able to contact me, though they could have rung the bell on the door. I've contacted them, and they sent me the "GPS records" according to them, which seem very dubious, given the GPS coordinates are inside the building. I think they probably have manipulated that info. I've seen in their website many complaints citing similar situations not once, but several. I've used their service previously and I waited for other passengers pretty much time: for 30 min. They are telling me that they cannot refund me, given that they allocated resources and I didn't show. Which is unfair due:

1. The service was not given and they didn't grant me an alternate solution: reimbursed partially, like paying a difference for another ride, catching the van further down the road with another customer or the like, I had to hire a cab for the ride.

2. They didn't try to locate me through the door bell, even if they'd the exterior and apt number.

3. I called them at 3:35, 5 min later than the 15 min window of service they say.

Confirmation number: [redacted] Incident Case [redacted]Desired Settlement: Full or partial 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 provided a full refund for 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 is satisfactory to me. I have confirmed with my bank the full refund of money, therefore I consider this matter resolved.

Best Regards,

Review: I requested shuttle service for 5, myself, husband, 14 yr son, 12 yr old daughter and 3 yr old daughter. On the website it says anyone over 3 is considered an adult. I selected 5 adults and paid $150.00. Upon arrival at the airport we walked to the vehicle and we were refused transport because we had one child seat for our 3 yr old and none for our 12 yr old that is 4'6". We were told Texas requires a child seat for all children up 4'8". We called customer service and we were told we are considered a no show. We then paid over $100 for a taxi ride around 1-2am in the morning.Desired Settlement: We want a refund of the full fee $150 credited to our American Express card and the company needs to better equip their website to ensure this does not occur again. The website is inadequate. I have photographs that I can provide on request.

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

My Sister and I arrived at (MCO) Orlando International Airport around 10:45pm on March 25, 2016, I called the Super Shuttle to let ya'll know I had arrives to be told they did not have anyone that could come and pick us up. I spent an hour calling back and forth begging and pleading to please send some one to pick us up. I booked this reservation on 2/1. I was told by the operated that could not find any employee to come and pick us up. We was abandoned at the airport and in a city we knew no one that we could even call to pick us up, at this point it was 1am. I was so mad crying and tired I cancelled my pick up to the airport request. I will NEVER use them again. I feel this issue need to be addressed with me.

I travelled from Newark Liberty to Trinidad and Tobago on 14/7/14.I requested transport from Manhattan to the airport for 4 guest and myself.I paid online and read all of the companys clauses.When the transport arrived the driver stated that he could not take all the riders and their luggage to the airport because he would have no room for the rest of his passengers.No prior notification was given.He demanded that he be paid extra cash to forgo the other riders.He made contact to someone who he claims was his dispatcher who supported he demands.I was inconvienced because I had to borrow cash ($43) to pay extra without prior notification.No prior notification was given during the day before and on the day I was travelling out.I had no information from the company to prepare me for any alterations which occurred. In addition I was embarrassed and upset from the bad experience I had especially when I followed all the company's request and directions.I think the company was in the act of deceiving potential future customers.I no longer have faith in their service.

Review: SuperShuttle cancelled my pre-paid reservation and left me stranded with three young children, at night, 70 miles from home. Immoral and unethical.

I pre-paid for a Shuttle service for my wife and 3 children. Upon landing at [redacted] at 10:00 on December 31st, their representative told me my pre-paid reservation was cancelled. They said they no longer could assure me that any drivers were available. They offered to fulfill their agreement if I waited at the airport for up to 24 hours. They did not even see the ridiculousness of this statement.

I was forced to negotiate with other shuttle services and other taxis for a ride. None were available as it was late on December 31st. Ultimately I caused enough grief that I secured another shuttle but I had to pay extra to get home on a shared service that took several hours longer.

I cannot believe they can do this to people and will spend time and effort to redress this.Desired Settlement: I would like them to give me four things:

1) 5 hand-written apologies from the CEO addressed to me, my wife and three minor children.

2) The apologies should state that what they did was unacceptable and they are sorry to scare, and frighten the children.

3) I would like a full refund of both legs of my trip.

4) I would like three $2500 payments, payable to my children, for their college fund as a further gesture of their regret for their immoral behaviour

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 left voicemail messages on 1/6/14 and 1/10/14, and has responded to the customer’s review on social media on 1/8/14, and requested the customer call SuperShuttle to further discuss 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.

SuperShuttle has done nothing to resolve the issue. They offered to refund half of my trip but they fail to realize that that is not enough. Supershuttle is the party that accepted my money and then Cancelled at the last minute leaving me stranded. SuperShuttle left me and my children in a dangerous predicament at night after stealing our money. What they have done is reprehensible.

They need to acknowledge that what they did was immoral, demonstrate on why it will not happen again to other passengers and then compensate me for my time and effort in resolving their mess and subsequent remedial measures.

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.

The customer was transported by SuperShuttle after waiting; and was waiting in an airport surrounded by other passengers, and other transportation companies on a holiday travel day. SuperShuttle vans are not allowed to wait at the curb. There is a wait time after checking in for a van to arrive. The customer checked in with SuperShuttle, waited approximately 45 minutes, was transported, and arrived at customer’s address in 1 hour and 49 minutes from his initial check in time. Google maps states drive time from [redacted] to customer’s address is 50 minutes to one hour. Customer was fully refunded for the one way fare in question as a customer courtesy.

Sincerely,

Customer Advocacy