Supershuttle International, Inc.

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

Reservation Reference Number with super shuttle: 4151367

I booked a round-trip to and from San Francisco airport from Walnut Creek for an international flight on July 31st, 2016 (Flight Date/Time: Sunday, July 31, 2016 4:45 pm). My scheduled pick-up time was at 12: 30 pm. I called a week ahead to clarify their baggage policies. For starters, this ultra-rude lady from super shuttle customer support would roll right over you, without letting you finish your questions. I never got my questions answered from her (she was too difficult to understand anyhow and I couldn't wait to hang-up on the seemingly patronizing woman). Some high caliber customer service from them (and this was just for starters!).

Then, they call a day before to give a courtesy reminder that I was to be picked up at my home address the next day. All good, HOWEVER, this is where it gets really classy: I called 15 mins. prior to my scheduled pick up time, and the automated message said that the driver was 14 miles away. I said fair. Then I called back 5 mins. prior, and the message said that he was 12 miles away now. Still fair. I waited outside for a good 15 mins., NEVER heard from them once, and called back 15 mins. AFTER my scheduled pick-up time, for an international flight (I had to be at the airport at-least 2 hrs. prior to my departure time). They kept routing me to customer-service, who then would put me on hold for more than 5 mins. each time, to just revert back to me with a status update. By 1 pm, I was in a full panic mode, hung up again, and called back AGAIN, hoping to reach another customer service associate who was intelligent enough to at-least provide a prompt update. Then at 1:10 pm a customer service representative calls from their Phoenix office (480-403-5013), and tells me that the vehicle scheduled for my pick-up broke-down and they scheduled another one, but this time the driver was apparently stuck in traffic (San Francisco Marathon), and cannot give me an estimate of when he could make it if at all??!!! Another equally intelligent customer service rep (602-244-9000), also calls back, says the same, and claims to help me by 'canceling and refunding my reservation fully'. This was at 1:10 pm, a good 40 mins, AFTER my scheduled pick-up time,for an international flight.

So apparently this business doesn't factor in delays prior to departure, and 'conveniently' offers cancellation as the final solution after the customer repeatedly calls them back for a status update after the fact??? And they actually hung-up on me when I asked for an alternate solution. This IS their customer-service and ultimately their worth.

My family remotely scheduled an Uber pick-up for me next, who was at my door by 1:30 pm. The driver was empathetic enough to the situation created by the super-shuttle people, found a DETOUR to the San Francisco Marathon route, and put me at the airport by 2:42 pm (on the dot!). I was able to make my flight comfortably after that.

This episode and the way that it was handled clearly educated me that low-grade businesses such as Super-Shuttle should be thrown out of business (amusing that they think they are indispensable). With other services such as Uber, you are at-least GUARANTEED to get where you need to get to, on time (which is of far more consequence in terms of time and money).

Whether Revdex.com takes this issue seriously or not (funny that they claim that they are still a Revdex.com 'accredited' business with this conduct), I will actively work towards convincing patrons away from this low-caliber business.

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 researched and reviewed the statement from the customer and has completed the findings in regards to this customers statements and previous reservations. Mr. [redacted] received 4 trips at no charge: 5/1/15   Reservation # [redacted] from [redacted]St, Boston 02116 to [redacted]5/1/15   Reservation # [redacted] from [redacted]Intercontinental Airport to [redacted] Hotel in Houston 5/4/15   Reservation # [redacted] from [redacted]Hotel in Houston to [redacted] Intercontinental Airport5/4/15   Reservation # [redacted] from LoganInternational Airport to [redacted] St, Boston 02116The phone number on all four reservations matches the phone number used to file this Revdex.com complaint. The Boston address also matches the address given to Ms. [redacted]. Mr. [redacted] paid for a trip on 5/12/15 in the amount of $18.00. On 5/18/15, Mr. [redacted] contacted us regarding this trip with a complaint and he was fully refunded his fare of $18.00.On 9/2/15, Mr. [redacted] spoke with Ms. [redacted] and falsely informed her that he had been promised a free trip. After investigation and speaking with the individuals Mr. [redacted] claimed he spoke with, it was determined that at no point was Mr. [redacted] promised an additional free trip. The reservation was cancelled two and a half hours after booking and Mr. [redacted] was notified at that time. The cancellation was well over 24 hours in advance of Mr. [redacted]’s trip leaving enough time to secure alternate transportation. A round trip shared ride or taxi service in the Boston area(which we no longer offer in Boston) is approximately $30 - $40. Mr. [redacted] had no out of cost expenses for four of the five times he has used our service. Mr. [redacted] was fully refunded for the only trip he paid for in the amount of $18.00. He was notified of the cancellation withample time to secure alternate transportation. 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,

While running late to my SuperShuttle reservation (LAX) I had to call and make two changes. Perfectly handled by phone representatives. Arriving at LAX, the Curb Kiosk attendant was outstanding. Knew my name immediately, knew my destination, had ETA of shuttle van... which came on time and took me to my destination. An excelent experience.

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

Regards,

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,[redacted]

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] and allowing us the opportunity to research their complaint.  SuperShuttle has researched and reviewed the statement from the customer and has completed the findings in regards to this customer’s statements and previous reservations.  Attached is proof of the confirmations of the previous four free rides Mr. [redacted] was given at no charge from SuperShuttle, which our decision was based on.Mr. [redacted] previously received 4 trips at no charge:5/1/15   Reservation # [redacted] from ** [redacted] St, Boston 02116 to [redacted]5/1/15   Reservation # [redacted] from [redacted] Intercontinental Airport to [redacted] Hotelin Houston5/4/15   Reservation # [redacted] from [redacted] Hotel in Houston to [redacted] IntercontinentalAirport5/4/15   Reservation # [redacted] from [redacted] International Airport to [redacted] St, Boston 02116The phone number on all four reservations matches the phone number used to file this Revdex.com complaint. The Bostonaddress also matches the address given to Ms. [redacted]. Mr. [redacted] paid for a trip on 5/12/15 in the amount of $18.00. On 5/18/15, Mr. [redacted] contacted us regarding this trip with a complaint and he was fully refunded his fare of $18.00.On 9/2/15, Mr. [redacted] spoke with Ms. [redacted] and falsely informed her that he had been promised a free trip. After investigation and speaking with the individuals Mr. [redacted] claimed he spoke with, it was determined that at no point was Mr. [redacted] promised an additional free trip. It was found that Mr. [redacted] was provided four trips previously for no charge. The reservation was cancelled two and a half hours after booking and Mr. [redacted] was notified at that time. The cancellation was well over 24 hours in advance of Mr. [redacted]’s trip leaving enough time to secure alternate transportation. A round trip shared ride or taxi service in the Boston area (which we no longer offer in Boston) is approximately $30 - $40. Mr. [redacted] had no out of cost expenses for four of the five times he has used our service. Mr. [redacted] was fully refunded for the only trip he paid for in the amount of $18.00. He was notified of the cancellation with ample time to secure alternate transportation. Mr. [redacted] also never paid for the trip he is claiming damages for; it was cancelled with no payment from Mr. [redacted] to SuperShuttle. A round trip shared ride or taxi service in the Boston area (which SuperShuttle no longer offers in Boston) is approximately $30 - $40.   A shared ride is the service Mr. [redacted] previously had paid for at a cost of $18.00 one way, total to SuperShuttle; also not including the four free rides he was previously given.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. Supershuttle has refunded the full fare and I consider this complaint resolved. Thank you very much for your help!

Regards,[redacted]

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]and allowing us the opportunity to research their complaint.  After the original case...

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

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] 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

I missed my morning flight at lax due to seating unavailability, regardless of advanced paid reservation. this was the worst experience ever! my mom had to pay a cancellation for my airfare and on top of that I missed my son's graduation.

Just gonna copy and paste the complaint I sent to SuperShuttle 9 days ago, which they haven't responded to, except for assigning it a case number...

Last night (Mon Apr 4) I landed at LAX. I'd intended to take my usual FlyAway/Metro route home, but my arrival was delayed and I wasn't going to make the last Metro train. So I went over to the Super Shuttle area at Terminal 4. I told the agent (Brian, [redacted] guy) that I was going to Studio City. He radioed someone, then told me the next van to Studio City wouldn't arrive for 45-60 minutes. I told him I'd wait. That was at 11:45pm. At 12:40am, Brian's replacement (older [redacted] woman) asked where I was going. I said Studio City. She said SuperShuttle doesn't have any vans going to Studio City. WTF? I told her what Brian told me. She didn't know what he was talking about and reiterated that SuperShuttle doesn't serve Studio City out of LAX. At that point, long after I'd expected to be home, I took an $84 taxi ride back to my place. Much more expensive than $10.75 for FlyAway/Metro, or whatever SuperShuttle would have cost, which I think is about half the taxi fare. There was another traveller during my 55-minute wait who got into a nasty argument with your [redacted] agent. She later told me that Brian also [redacted] that one up...that traveller had a reservation paid in advance for a ride to Glendale, and Brian said a van was on its way, but he lied and then went home for the night. So now, a few questions: 1. WHY THE [redacted] did you make me wait 55 minutes for a van to Studio City that was never going to arrive? 2. When did SuperShuttle stop serving Studio City? HOLY [redacted]. There were vans going to Orange County. And yet you no longer service neighborhoods in the city of LA? 3. Has Brian been terminated? Obviously I'll never use SuperShuttle in LA again since you've ceased operations in the Valley. I've used you in other cities, but I'm not gonna do that again unless you give me a reason to ($). I'd appreciate a complete HONEST explanation of what happened to me last night and reasonable consideration toward future trips. Hopefully we can resolve this without my having to go on Yelp, Revdex.com, etc. :)

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

#[redacted] for A[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 discuss 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 contacted the customer and has attemped to...

resolve their concerns.   Sincerely,Customer Advocacy

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 the customer to call in to...

speak to the customer further to attempt to resolve their concerns.Sincerely, Customer Advocacy