Supershuttle International, Inc.

Review: I booked and paid online for a reservation for an one-way ride from [redacted], scheduled for my December 25, 2013 10:25 pm arrival flight, confirmation number: [redacted]. My flight arrived on time (10:25pm). After picking up my luggage I immediately went to Ground Transportation.

When I arrived at [redacted] and picked up my luggage I immediately went to Ground Transportation. I expected to see the shuttle waiting outside the terminal but there was no van. I called the customer service and after many transfers and long wait (30 mins) I was told they didn't have a van available and it would be at least 2 hours wait for another van. After 1* hours travelling on the road, I was exhausted and all I wanted to is to go home but instead I was told to wait in the cold airport for 2 hours on Christmas day. I told the customer rep this was totally unacceptable and after speaking to different people on the phone, I was told I could take a taxi and Super Shuttle would reimburse the fare. I ended up taking a taxi home and I kept the receipt from my taxi ride as instructed by the customer rep.

After 2 weeks, I didn't hear anything from Super Shuttle so I called customer service today. I was told by a rep from the advocacy department that super shuttle would only issue $25 voucher to use in future rides, instead of reimbursing my taxi fare as agreed before. The rep was extremely rude and denied my request to speak to her supervisor. In addition to the hassle and headache caused by Super Shuttle on Christmas day, I am extremely unsatisfied with the way I was treated.Desired Settlement: I request that super shuttle refund my taxi fare ($*7.83, fare + tips) as agreed.

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 attemped to resolve their concerns. Sincerely,Customer Advocacy

Review: I have been a customer of Super Shuttle for at least ten years now. But based on my last experience with the company, I am seriously considering not patronizing your company any further. It also appears as though the level of customer service has also gone down as well. I am also dissatisfied with your new policy that all customers must pay in an advance in order to make a reservation.

My husband and I arrived to [redacted] Airport a little after midnight on May 17, 2013. When I spoke to ** the manager at the front desk of Super Shuttle at [redacted] Airport, he indicated before I completed my reservation that it could take up to 45 minutes for us to obtain a ride home by one of the drivers. With that said, we decided to wait patiently and to continue with our booking of the reservation. Not one time before, we paid for the services, did he indicate that it may be a chance that none of the drivers could take us home. After waiting for approximate 20 minutes, ** indicated that none of the drivers want to take us home. Shouldn’t the drivers be required to take each paid customer home if your establishment is open? If not, then there should be a cut-off time posted for all customers to see at the front desk that after a certain time, you may not be able to obtain a driver.

** indicated that the drivers are consultants and therefore; they have the option to turn down taking a customer home if they don’t want to travel to that particular distance. I process the reservation then Super Shuttle has an obligation to make sure that each paid customer obtains the services that he has indeed paid for with your company.

Since we paid for the ride by check card, ** indicated that we will have to wait for a credit to be reissue back to our card which was unacceptable to us. My husband and I expressed to him that since he could not provide a driver to take us home then therefore he should have refunded us cash back instead. When we expressed our thoughts to **, he was unapologetic.

Going forward, Super Shuttle should inform each customer that they can’t guarantee that a driver will be able to take each customer to their destination. In event, that Super Shuttle can’t provide the necessary services, then a full refund should be returned back to the customers in cash immediately no matter what form of payment that was originally done initially. My husband and I had to take a taxi home at the last minute which also resulted in us incurring a much higher cost that we have not anticipated. With that said, we did not arrive home until 2:00am.Desired Settlement: I am requesting for the refund to be placed back to my card immediately. Also, I am requesting that the next time that I need services from Super Shuttle from my residence to the airport that it be for free for both my husband and I.

Business

Response:

To Whom It May Concern,

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

Sincerely,

Customer Advocacy

Review: I made online reservation for 2 tickets for round trip from my house to LAX. On pickup date 10/27/15 at 8:00 pm we were waiting outside by the curb. I made my 1st call at 8:13 and got a conformation everything is fine.At 8:18 I called again and the answer was : the shuttle is 36 miles from my house. . Next time I called the dispatcher said the shuttle is 1 mile from my house. At this time I understood something is wrong, because it is impossible to make 35 miles for 15 minutes especially in CA. Last time I called 8:37 and was told the vehicle has broken and they taking actions to replace it and then suddenly- the driver left you a message he didn't find you. So, 2 elderly people been left without transportation and have to get to LAX by another car.I contacted customer service twice. The answer was: the vehicle arrived at at 8:22 but the pickup date is 10/28/15 not 10/27/15. So, I just can't trust them.Desired Settlement: The situation the company put us in cost us a lot of health additional expenses and spoiled our vacation. We got a good lesson and we never ever will do business with Supper Shuttle.

At this time we looking for prompt refund and at least a apology letter.

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: Super Shuttle negligently damaged my $220 Cabela's Outback Series Wheeled Drop-Bottom Duffel Luggage. When the driver was loading my duffel he put it in awkward, I said, "are you sure you don't want to put it in this way?" pointing at the length of my duffel. He shut the door and we left. At the airport the door to the van would not open because my duffel was wedged so tightly in the rear that it jammed the door. The driver struggled for 45 minutes to try and get the door open. He even attempted to break the windows. He finally left the airport drop off area with my chaperone to take the van somewhere to get the door open. The frame and handle on my duffel are broke.

Conf. # [redacted] for shuttle

Conf. # [redacted] for luggage claim

Spoke to [redacted], 1445 on July 9th.

Spoke to [redacted] on 14 July at 1119, [redacted] gave me his email. [redacted] was very cooperative and said he would submit the claim. I asked about reimbursement and he said it would be handled by a case manager. [redacted] was very cooperative and courteous.

Called back 25 August at 0822 spoke to [redacted]. She said that Super Shuttle is not responsible for lost or damaged property.Desired Settlement: I want a new suitcase of equal value to the one they ruined.

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: Hi, I was taking Supershuttle tonight from [redacted] to my home in [redacted]. My flight arrived [redacted] at 9:35pm, and I started to wait for the shuttle from 10:00pm. I was told by the operator that there would be an approximate 15 minutes wait. However, tonight Supershuttle did provide me a new definition on the word "super". It turned out that the actual waiting time is "super" long (one and half hour), and I was told that it is due to they could not find a driver on the line to my home. After the long waiting, I was squeezed into a "super" crowded shuttle. The driver originally serves another line and got switched here to serve the passengers left behind. Although the shuttle was fully occupied, some passengers were still left there. The driver then designed a "super" long route (since they combined the passengers on different lines) and drove "super" fast (kind of worried about my safety). Finally, I got home "super" late (1:15am). It was really an unpleasant three-hour experience with Suppershuttle. I think Supershuttle did not show enough respects to their customers. I feel so obliged to submit this complaint before my sleep.Desired Settlement: I ask for a refund of twice the fare to compensate the loss of my time

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. Supershuttle Inc. has agreed to refund my round trip fare while until now I only received the one-way fare. I will wait until for the business to perform this action as they promised.

Regards,

Review: On July 11, 2013 upon my arrival at [redacted], I purchased a roundtrip ticket for shuttle service return trip as well ( roundtrip). My ticket which I still have is ticket # [redacted]. My ticket clearly shows the pick up date of July 18, 2013 and pick up time as 9:34am. Confirmation # [redacted]. pick up location [redacted].On Thursday morning, July 18, 2013, I positioned my self at the pick-up location, which was right outside the side entrance of the hotel. Note several other SuperShuttles had already picked up others there as I awaited my van shuttle. I was there at 9:15 am because I did not want to miss my ride. I also called the night before and that morning to make sure of the time. Because the ticket said that there was a 15 minute pick-up window, I just waited patiently. My husband who had a later flight out from another airport was there waiting with me so I do have a witness. At about 9:45 am I called the number and it said my van, Van 957 was less than a mile away. Sure enough about 5-6 minuets later the Van rode by, tooted his horn as he rode by, never stopped, kept right on rolling. I sent my husband around the other side of the hotel to see if he was making a circle and would come back. I called the company and reported it, yes I was upset. I needed to get to the airport. I waited for the operator, [redacted] who was nice and listened patiently to me in my distress, to return my call. Meanwhile, because I needed to get to the airport, my husband flagged me a cap. I was in [redacted] and the airport is in [redacted]. It cost me $69.19 plus tip- $75.00 on top of the $58.00 already paid to Supershuttle for the roundtrip service. I am asking for my $30.00 for a one-way trip plus the $75.00 that I paid to get to the Cab. I was in ** for the 100th Celebration of my sorority. I have a lot of Sorors and friends who fly constantly in an out of the ** Area. I have no problem letting them know to boycott this shuttle service. Thanks for accepting my complaint.Desired Settlement: I am asking for a settlement of $105.00. I am asking that the company instruct their employees to at the least to be professional and just call customers if they are not going to live up to their contractual agreements. Please understand that on this day there were over 40,000 members of my organization trying to get home and I needed to get to the airport!!!

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 August 15, 2013 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Our experience recently was absolutely horrible. My son was picked up from home to go to [redacted] and the driver was not only very reckless but got him to the airport with only 30 minutes before his flight time. Oh but that wasn't bad enough. On his return flight, many flights were delayed. He went to check in at the "Blue Booth" and NO ONE was available. He sat at the airport waiting and waiting, with all the SuperShuttles just driving by, some with passengers and some with NO passengers at all and no one even stopped to check to see if he needed a ride. I called their 800 # and the first person I talked with transferred me over to "dispatch" and when they finally answered, I was hung up by someone with the name Steve! I called back and got another person and they helped me get a refund for the trip home. I asked to speak with someone regarding this and the previous incident and was told that there were many delays at not only [redacted] but other airports and that it was "difficult to get drivers at 2:40 am and if my son wanted to wait for a shuttle, that it would be 1 to 2 hours before someone could pick him up". One would think that when flights are delayed, that this company has an obligation to make sure drivers are ALWAYS available for those people who have PREPAID regardless!!! We will NEVER use this company again. Their motto of getting you to the airport with plenty of time to check in and having an agent at their "blue booth" to get you your shuttle home, leaves a lot to be desired.

My son ended up taking a taxi home at the cost of $130.00. Wouldn't it be nice to be refunded the difference of $72.18 which would be the difference of the $130 less the refund of $57.82 (the cost of the ride from airport to home).

In my recent trip to Cabo, Mexico, I attempted to make a reservation with Supershuttle. The representative on the phone repeatedly cut me off when I was talking. When I asked to speak to his manager he acknowledged then abruptly hung up the phone.
Feeling disrespected, I wrote to Supershuttle to share my experience. Sadly, their customer service took over 1 month to get back with me. And it took multiple follow-up emails.
It was such a bad experience, I will most likely never use Supershuttle again and recommend to my business associates to not use Supershuttle as well.

We recently booked a round-trip pick-up/delivery from our home address. We attempted to make the reservation on-line so we could apply the [redacted] discount, which we have been able to do numerous times in the past. We were unable to use the on-line reservation system, so we had to book through a customer service representative. We were told the [redacted] discount could not be applied to our bill and we would have to request a credit from Super Shuttle. [redacted]'s discount is per passenger, however, Super Shuttle applied a 5% credit based on the total charge of $98; that was $4.90. If Super Shuttle is going to honor the [redacted] discount, then they should credit that amount, not some arbitrary percentage, to the bill. Very displeased with their response!

Review: My husband and I flew into [redacted] airport on Monday, June 24 and arrived at midnight. We booked a SuperShuttle to take us to our apartment in [redacted]. Our booking time was for 12:10am. We arrived at the stop a few minutes before that time. When we arrived 2 vans were awaiting passengers but they were going to the [redacted] none were headed for [redacted]. We figured our van would be coming soon. After the line at the SuperShuttle stop began to grow to 20+ people and we had waited nearly 45 minutes for a van, I decided to call Customer Service. After waiting on hold for another 10 minutes, the woman on the other line rudely informed me that it was my fault no van had arrived for [redacted] since I had not called to "check in". I had booked the SuperShuttle that afternoon and nowhere on my confirmation email did it say I had to "Check in". When I told her that many of us were waiting for a [redacted] shuttle, she then proceeded to tell me that no one had "checked in" therefore one was not on its way. I asked her to "check me in" and other people proceeded to call and wait on hold to "check in" for their shuttle, despite none of us knowing why we needed to do that and never being told to do it. Meanwhile, several more vans pulled up, all heading for the [redacted] with no more than 2 passengers each. Finally a van arrived to pick us up around 1:15am. Once we arrived in the van, the driver proceeded to dangerously try to reset his GPS while he was driving. He did it several times, swerving in and out of freeway lanes (thankfully it was late at night so they were somewhat clear). Finally a passenger yelled at him to stop looking at his GPS and focus on the road. He only halfway complied, continually messing with it at every stop. We finally arrived home, 3 stops later, at around 2:30am.Desired Settlement: I know I am not the only one who has this complaint. Not only does this seem to happen consistently, if you see the hoards of negative reviews on Yelp, it's clear that something isn't working. A refund will be nice, as I'm ashamed to say I paid for this service since it was so poorly completed, however, there is a much bigger issue here and I hope that SuperShuttle looks into it before someone gets injured from incompetent drivers.

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

Review: Severely stressed due to lack of timely service, accurate information, lack of access to customer service and false informationI have booked SuperShuttle from [redacted], San Dimas, Ca to [redacted] for 7 p.m. on July 24. I was ready and waiting for the shuttle from 7 p.m. and there is neither an update on being late or able to access any one to inquire on van status at the number given in email confirmation received on booking the van, which is [redacted] till about 7:40 p.m. Finally, after getting connected to the customer service, they continue to give false information that the van is near the hotel and will pick me up in few minutes. This continued till about 8 p.m. and I was very nervous if I would miss my flight anticipating heavy traffic in LA on Friday evening. Please not, I have booked my van for 7 p.m. and finally, the van arrived at 8:15. Being in new city, for more than one hour, I am not sure if I have to find an alternate ride or wait for SuperShuttle. This is horrifying experience. If they called me at 7 to inform the van is not available, I would have made alternate arrangements through hotel front desk. Instead, they were giving me incorrect information about by what time the van will be able to pickup. When I complained this on Aug 4th to SuperShuttle, they said that they will investigate and get back to me in one week. After waiting for close to 10 days when I called them today, their voice is changed. Now, they do not appear to understand my concern and only offering 50% as refund, which is not in commensurate to the pain that I had gone through. Hope you will be able to help me. Note: I have booked through 8[redacted] and I could not find the exact address from which the van was originally scheduled to dispatch. So, I have selected one of the addresses in LA which may not be the correct address of the business.

Product_Or_Service: Airport drop-off service

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I wish to get at least full refund as a compensation for the pain experienced.

Review: On 6/24/15 at the Dallas Fort Worth Airport (DFW) I was the first passenger on the van. The driver drove around the airport 5 times to pick up passengers. There should be a better method of picking up passengers that are waiting at the different airport terminals. The driver drove to some of the terminals twice. I rode in the van for 30 minutes or more before the driver pulled out to drive towards the passenger destinations.

I submitted feedback via the SuperShuttle Contact Us Form on the website and 7/13/15. I received an email on 7/14/15 from Customer Care sent from [redacted] and was assigned a case number of [redacted]. However, I have not gotten any response since July 14, 2015 which has almost been two months ago.Desired Settlement: Full refund

Review: After recieving inferior service, I emailed SuperShuttle Customer Service. After 10 days and no response, I decided to file a complaint. Below is the email I sent to customer service.

I have used SuperShuttle many times happily. Unfortunately, my last trip did not go so well. On April 15, 2015, I made a reservation online and paid via my credit card; for two from [redacted] to Times Square. Upon arriving at [redacted] I received a text that read, “Skip the lines and try the new SuperShuttle self check-in feature http://checkin.supershuttle.com/#/xxx”. I checked in and received the following text, “You are checked in! Your guest number is: #xxx Going to:…” Then I received a third text , “ Status Update: You are assigned to vehicle #xxx. Guest #xxx. Vehicle Locator …” I located the vehicle at Concourse C, per the app. I was Concourse A so I went outside to meet the driver. After a few minutes I noticed that I had not seen any shuttles. I asked the police officer if I was in the right place. He stated that I need to go to the first floor.

I called SuperShuttle to verify where I was to go. He told me that I needed to go to the Blue Welcome Center. I found the location and asked if I should wait there or on the first level. I was told to wait at the Welcome Center on the first level. I explained that the Welcome Center was on the second level. Did he want me to wait on the first or second level? He put me on hold and then said to stay on the second level. I waited and the driver didn’t show. I looked on the locator and could not find the van. I asked the lady at the Welcome Center if I was in the right place. She instructed me to call SuperShuttle via the kiosk.

This time I was told that I was a “no show” and they would sent another van in 25 minutes. I asked why so long when there was a driver here that left us behind. I was asked if I wanted to cancel my reservation. (No I just wanted my reservation fulfilled!) When asked they said to call back if not there in 25 minutes. They instructed me to stay where I was. I waited 30 minutes and called again. I was told that I was marked as a “no show” for a second time. Irritated, I said that I was still at the same location that I was told to wait and no one ever came. I said that I felt at this point the trip should be for free. They said they would send a third driver.

Then a driver appeared. I told the dispatcher that he was there. She was confused as to who he was. She asked me to get his van number. She said she would call him and tell him to give us a ride. I asked if she just want to speak with him and she did. When I got back on the phone, I was told he would give us a ride. I asked what time the second driver said we were a no show. After checking, she replied, “it looked like he didn’t stop.” It sounded to me like he was the no show at my expense.

Driver three loaded us in the van and we headed out to pick up more passengers. He made a wrong turn into short term parking. Confused my wife and I helped guide him to the exit. During casual conversation, we found out that it was his first day driving. He was not expected to be on his own yet but a driver had called off so he was filling in. Though the driver was pleasant enough, SuperShuttle should not have put him on his own when he was not ready. They should have found another driver and continued his training. He was able to bumble his way through it but once again at our expense.

This is not the experience that we expect or have had in the past. However, I feel that expectation fell so, that I should not have had to pay for that trip. When asked for a refund, the only option given was to cancel my reservation. Is this what I can expect in the future or did everything go horribly wrong on this trip?Desired Settlement: Refund of $42.

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. The business has performed this action and I consider this complaint resolved.

Regards,

Review: This is a shuttle bus company. I reserved the shuttle bus with their confirmation number #[redacted], where I have paid everything, including the shuttle fee and driver tips online. They were suppoed to pick me up at the [redacted] airport at around 12:50 AM, Mar 30, 2015. My flight arrvied earlier; at that time, I have two choices: one is to take the [redacted] metro, which onlly costed me $2.5 to downtown, or wait for the shuttlebus which costed me $19.47 (I already paid online). So I decide to wait for the shuttle, since I have paid it. The ticket counter at [redacted] airport was closed, no staff was there. I received a mobile message from suppershuttle which asked me to check-in via mobile, YES, I did it! and they said I was successfully checked-in and my cr is 218. Okay, I continue to wait, it was a little bit cold there. The waiting area is specifically designed for shuttle bus, and showed bus would arrive within 25 minutes. However, I waited for nearly 40 minutes but there are no supershuttle coming to pick me up. Then I called customer service, they double checked online, and said no shuttble was scheduled to pick me up, and they will call me back after schdule!!! Later on, they did call me, but they said, the shuttle service in [redacted] was closed, and no shuttle will come to pick me up!!!!! Finally, I request a full refund, and it seems that they approve that.

However, I have waited at the airport for nearly one hour!!!! The truth is that the super shuttle at [redacted] will NOT work after 12 AM!!! But the supershuttle company did not tell me that!!!! If they tell me that, I will NOT wait there, I will take the local train which just cost me $2.5. However, they did not tell me, and even their system send me the mobile message to ask me to check-in and let me to continue to wait at there! Finally, when I know the bad news (no shuttle bus will pick me up), I have to take the taxi which cost me $35 finally, since the local train system was closed at that time.

You see? If they told me the service will be not available, I will spend $2.5 to finish my trip to downtown; if they did come to pick me up, I will spend $19.47 as I paid online; however, the real truth is that I have to take taxi and paid $35 to the taxi, and I have waited at the airpot for nearly 1 hour!!! In this case, I felt very very unfair, and how did their system work? why they did not notify me after my reseveration (I reserved on Feb 25, and my flight was on Mar 30; it is 1 month, why they did not notify me within such 1 month)????? It is totally unfair, and I should get compensations.Desired Settlement: As I said, If they told me the service will be not available, I will spend $2.5 to finish my trip to downtown; if they did come to pick me up, I will spend $19.47 as I paid online; however, the real truth is that I have to take taxi and paid $35 to the taxi, and I have waited at the airpot for nearly 1 hour!!

They already promised to give me the full refund, even if I did not receive it yet; it seems that it will be 3-5 business days. I ask for some compensations, such as gift cards, or discount voucher by supershuttle or something else which can be used for my future booking on supershuttle. I think it is pretty reasonable and it makes sense. You see, I actually paid $35, the difference is $35 - $19.47 = $15.53, not to mention that I have waited at the airport for nearly one hour!

Business

Response:

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and needs to speak to the customer to 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. They promised to send me a check in the following days. And they have acquired my mailing address via the phone call. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I had a scheduled hotel-to-airport transfer reservation for my parents for a pick-up time (#[redacted]) of 4:45-5:00PM on Monday 5/19. A Supershuttle vehicle did pass the pick-up location at the window time, but did not stop and per the tracking system kept going away from the pick-up location. I called dispatch to inquire about the pick up arrangement and was told that the driver deviated from his route and would be returning within 15 minutes of the call (approx. 5:45PM). At 6PM, the vehicle had still not returned and my parents got upset, because the flight departure time approached. They started looking for alternative transportation while I called dispatch again. When I finally got through, the driver showed up on the wrong side of a large intersection at 6:15PM (90 minutes after scheduled pick-up time). My parents let the cab go and boarded the shuttle bus. They arrived at [redacted] just on time, but had no time left to have supper prior to the flight. The dispatcher advised me to request a refund due to the considerable delay and trouble for my parents. I contacted Supershuttle.com via email on 5/22 with the refund request and only received an automated response on 5/24 with the case #[redacted] and the information that the cases were processed in the order received. I requested another update on 6/6 without response.Desired Settlement: At a minimum, refund the fare of $48.21 for the hotel-airport transfer, preferably refund of the whole round-trip fare of $96.42 due to the strain that this issue took on my parents and the lack of timely response to the claim.

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 husband and I made a reservation with Super Shuttle on New Year's Eve to pick us from [redacted] to home. After we arrived, and checked in with a very nice and helpful airport staff (who helped organize the line, and updated the information, but not a super shuttle staff), we were told the waiting time could be one hour or longer. Meanwhile, there were more than 30 people standing there in a cold winter night, including little kids and seniors. The first reaction I had was taking other transportation methods instead of waiting. But as we had already pre-paid all the cost, and we were not sure if we could be fully refunded, I called the costumer service at once.After being on hold for more than 30 minutes, I was put in with a lady costumer service. She offered me two options, which are canceling service and getting re-fund now or continue waiting, but without an apology. As I've already been waited so long in the wind, it seems unwise to cancel it. I asked to talk with her supervisor or manager, which brought me another 20 minutes holding.Finally one lady names "Sheron" or so provided same two options as the first costumer representative, also without an apology. She claimed that the delay was brought by the airport not them. I was not happy about this explanation since obviously Super Shuttle is not a new business in town, which means they should know the rules. If there was contingent from airport side, which seems pretty normal, they should foresee that, and did not take so many reservations. It would be easier for us to arrange ahead. The lady ignored totally what I've said, but repeatedly asked me if I wanted to cancel it now or continue waiting. I was super upset, and strongly request at least an apology as we were standing there cold for almost one hour. She responded me as there were cases that people waited more than 3 hours for the scheduled van, and I was lucky that I could get my van sooner. Then this supervisor or manager hung up my phone directly without an apology still.Desired Settlement: I request fully refund for what we've paid for the service, and also compensate for the ruined New Year's Eve. Meanwhile, a formal apology from Super Shuttle.

Business

Response:

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

Consumer

Response:

I 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: Not dropped off at address agreed upon.

After waiting 2 hours for them to assign us to a shuttle, the driver made no attempt to drop me off at my house. I had used SuperShuttle before and had no problem getting on base. My wife and I were forced to walk over a mile with 6 bags at 3 am in the cold. When I contacted them for a partial refund, I was told that company policy is that drivers can decide whether or not to go on base, and that the website specifies that they may not be able to get me on base. I asked for them to email me a link to where it says that on the website and they agreed to send it. It has now been 2 months and I have not received any email. Upon checking the Terms of Service on the site, nowhere does it say anything about not being able to get on base. Had they tried to get on but not been able to, I would have not had a problem. The driver didn't even make an attempt. He simply unloaded my bags and drove off. I spoke with Super Shuttle on more than one occasion. Each time they gave me a different excuse as to why it was my fault, from lying and saying that I was told on the website to I "should have just known".Desired Settlement: At first I was only seeking a partial refund, but after rude customer service and the two and a half months of ignoring me, I believe a full refund is fair.

Review: I attended a medical conference in San Francisco in April 2013 and pre-purchased transportation for my wife & I to & from the airport to our hotel in the city. We arrived on the 9th and were treated very rudely at the pick up area by all attendants and drivers. They kept telling us they did not have our reservation and sent us to someone else. We were sent to 2 levels and 8 different people and carried our bags over a mile until we arrived back at the first station/attendant we started with and he had our reservation the entire time. At least after a significant waist of our time and energy, they finally agreed to have someone bring us to the hotel. Unfortunately the trip back, we were not so lucky. Our reservations back to the airport on the 13th were set and confirmed several times, even up to the time we arrived by a different taxi service to the airport it was still listed in their system. Despite many calls to Super Shuttle by us, the Parc 55 hotel staff, and a "back phone line" by the bellman no one showed up. No one even spotted a van nearby. It became dangerously close to the time that we would miss our flight and had to call a taxi to get us to the airport on time. My wife filed a complaint with them immediately upon return. They said they opened a file on this case. Despite attempts to contact them about this they refuse to return our calls. It has been almost 2 months with no recompense for service paid for but never delivered.

P.S. We were not the only ones with similar trouble, we counted at 7 other people/couples hassled by Shuttle staff at the airport or their drivers. These people had printed receipts. In our case our driver refused to accept a couple and held our van hostage until they paid again further delaying our arrival until their payment cleared.Desired Settlement: Return the cost of the taxi $42, since their driver never showed for an already paid trip by us which was not refunded either. Decrease your Revdex.com rating for them from an inaccurate excellent rating to a "D" or "F" which is what they deserve so others can be wary.

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They did call my wife and offer $39 refund but we paid $42. I have not heard from them since, nor have we received a check from them.Regards,[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 mailed a check for $42.00 to the address provided. 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: 1) reservation confirmation #[redacted] booked 1 week in advance, and then upon scheduled pickup the business required 90 minute delay in pickup from airport passenger was on time and on schedule

2) committed to 3 day refund, refund window has since passed and I was able to confirm refund request was not processed as commited via phone call - request $46 refund as committed into credit card

3) incurred extra cost as a function of failure to provide pickup (required calling another service) - charged $46 by this business, after failure to perform,

actual cost was $60 - so request is for $14 compensation

4) incurred delays - inconvenience - request this go against business customer satisfaction ratingDesired Settlement: refund $46 into credit card as previously committed,

$14 check for additional incurred charges due to extra actual incurred costs,

and apology letter for poor experience and poor actual performance

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: In the month of August I booked Super Shuttle for a one-way trip (from [redacted] airport to residence). My arrival itinerary information is as follows: flight date Thursday, August 16th; flight time 1:00am; domestic flight number [redacted]; confirmation number [redacted]. I expected high quality services but witnessed ineptitude. A series of encounters (telephone, airport attendant) with Super Shuttle employees revealed glitches in its operations and logistics which accounted for my 90-minute transportation delay.

Starting at 12:40am (since my [redacted] flight arrived earlier than expected) the curbside attendant could not locate my reservation under my name. Luckily, I had a print out of my itinerary which helped the attendant to check the status of my reservation by another mean. The employee then told me my van would arrive within 15-20 minutes; however, that was not the case. Such a disappointment (30 minutes later) prompted me to make an inquiry about my reservation. The attendant’s response instructed me to call customer service.

At 1:18am I dialed the 800 toll-free telephone number and explained my predicament to a customer service representative. The service representative, in turn, issued me a telephone number (###-###-####) to reach the [redacted] office. I immediately called the office at 1:23am to resolve my dilemma and was assured that I would be picked up by a taxi cab in the next 10 minutes. Yet again, Super Shuttle fell short on its word. This triggered me to make another round of calls (local and toll-free) at 2:02am to find out the status of ride. Eventually, I was picked up at 2:15am. Needless to say, I am disappointed with the service provided by Super Shuttle. To date, I expressed my grievance with the [redacted] office on two occasions (August 22nd and September 11th), but did not receive a response from the local office.Desired Settlement: I want a full refund in the amount of $53.10 (fee and tip).

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