Supershuttle International, Inc.

I have used SuperShuttle conveyances for transportation to and from airports for most of my life, but as of this writing, that will stop.

It’s hard to comprehend the level of incompetence I encountered on returning from a trip on the night of Wednesday, Aug. 3, arriving at Ontario International Airport.

I received a text from SuperShuttle, welcoming me to ONT and instructing me to “exit the terminal, cross to the shuttle island, and then turn right on the sidewalk to find your SuperShuttle van.”

That never happened. When I arrived at the designated location, there was an unstaffed standup desk with the SuperShuttle logo (I took pictures). I proceeded to sit down on the adjacent bench and wait … and wait … and wait. No company rep ever appeared.

For the next 45 minutes, I sat patiently, then decided it was time to call SuperShuttle. Thence began a journey in deferrals, holds (with awful phone music) and unresponsive reps.

Over the ensuing half-hour, I called SuperShuttle no less than three times before finally getting an answer. This all took place between 11 p.m. and midnight.

I was patched into the Ontario SS dispatch office twice without any help. The first time, an individual named “Oscar” answered, and when I queried about my ride, he placed me on hold without ever returning. The next time, nobody answered when I was patched through. Just an extended hold. The third time that I reached the dispatch office, the rep informed me that the nearest ride was “40 minutes to an hour” away.

Adding insult to injury was the fact that as I sat there, on the deserted “island,” a SuperShuttle van cruised by, at an almost creeping pace, without stopping – despite arm gestures to the driver, signaling my desperation.

The episode culminated in my departing in a cab and paying more than I should have for a ride home.

I requested a refund on my advance-paid fare aboard SuperShuttle, and I am waiting to see if that credit appears on my card.

I realize SuperShuttle does a brisk business and ONT is not a priority hub, but the blatant disregard for a customer with a reservation reflects terribly on the company. It was insulting.

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

To Whom It May Concern,
Thank you for providing the information pertaining to complaint #[redacted]or [redacted] and

allowing us the opportunity to research their complaint.  SuperShuttle has attempted to contact the

customer and has attempted to resolve their...

concerns.  

Sincerely,Customer Care

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 is continuing to work with the customer to try to help resolve their concerns.  

 

Sincerely,

 

 

Customer Care

To Whom It May Concern,                 Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint.  SuperShuttle has attempted to contact the customer to inform the customer that airline miles were sent to the customers account, and that it will take from 6 to 8 weeks for the credit to apply to their account with the airlines.   Sincerely,   Customer Care

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,

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,

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

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

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

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

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

help resolve their concerns. Sincerely,Customer Care

In fact, on Nov-23-2015, Supper Shuttle representative contacted me over the phone and asked for copy of the receipt issued by taxi driver. It was sent it on the same day but I have not got anything from Supper Shuttle yet.

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,

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

To Whom It May Concern,                                     Thank you for providing the information...

pertaining to complaint #[redacted] for [redacted]  andallowing us the opportunity to research their complaint.  SuperShuttle has contacted thecustomer and has attempted to resolve their concerns.  Sincerely,  Customer Care

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

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

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

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,