MIAMI, FLORIDA -- I forgot my purse in one of the vans. Soon after I contacted them to see whether it would be possible to return them to the bag. Kadisha, the attendant, treated me very badly on the phone and said I would have to contact the supervisor of the lost and found on Monday. I called William, the supervisor, but known as Will, I told him that I did not live in Miami and asked him if was ok they send me the bag by shipping. Will told that he'll check and he'll call me back with some answers, but he never did!
I called him again, and they told me that I have to send someone there for pick up the bag, since I didn't know anyone in Miami. I told him I need time to find someone to do me that favor. He told me was ok, because that bag was lock in a special room and I had 3 months to figure out what to do. After a month, I had a friend going to Miami and he was able to do that favor for me. I called Will to let him know that I found someone, and for my surprise they give away my personal belongs. I got so upset because the bag was not lost anymore because I looked for the bag at the same day and they have all my information and contact.
I asked to Will if I can talk with his supervisor. Will told his supervisor that I never got in contact with him. And his supervisor told that can be shipping if I pre-pay. So it's look like that Will is a lazy ass. He is a liar. Beware from those Super Shuttle staff because they don't care about customer support. If you forgot something in Super Shuttle van, call 800 number and open a case. Never call direct to the office, because they don't give a **!
ONTARIO, CALIFORNIA -- I have used their service on 5 separate occasions and was not picked up on 3 of these! Incident 1: Arrival at LAX on 8/17/2015. I had a confirmed reservation for my American Airlines flight 1092 to be picked up at LAX (11:04pm).
Upon my arrival, I contacted the dispatcher on the ground, who told me they wouldn't be able to honor the reservation, as there wouldn't be any van available and no contacted driver wanted to take me. His recommendation was for me to take a cab and pay for it myself. I then escalated the matter to the call center supervisor, who arranged a van with 5 other parties that picked me up at LAX 80 minutes later. It took me an additional 3h and 40minutes to make it back home to Riverside.
Incident 2: Arrival at ONT on 12/20/2015. I had a confirmed reservation for United Airlines flight 5422 to be picked up at ONT (12:30am). Upon arrival, I contacted the phone dispatcher, who told me they wouldn't be able to honor the reservation, as they expected me an hour earlier (despite me having email proof to the contrary). Her only recommendation was for me to take a cab and escalate the matter to the customer service department, asking for a refund and the fare difference between the Supershuttle fare and the cab fare.
Incident 3: Pickup to ONT on 3/17/2016. I had a confirmed reservation to be picked up at home between 5:20pm and 5:35pm. Since the driver did not contact me (neither by text, voice call, or by ringing the doorbell), I called Supershuttle 3 minutes past the pickup window, i.e., at 5:38pm, only to found out that the driver had been in front of my house at 5:28pm and had since left.
The agent told me that my only option would be to hire a private cab service as the driver could not go back and pick me up. I escalated the matter to the call center supervisor Bob, who told me that my phone number was listed as “international,” although my email confirmation (attached to this email) clearly states a standard US number.
Finally, the agent indicates that the driver had no obligation to contact me. This was clearly not communicated in the email confirmation that I had received after making my booking. That message stressed that I would NOT be required to take additional action and that all I needed to do would be to be “ready” at the beginning of the pickup window, which I was! No mentioning of having to wait on the curb, which I have also never witnessed other passengers do on my previous trips with Supershuttle.
So, in sum, my experiences point to systematic service failure by Supershuttle. This company does not care about their customers and I do hope that Uber/Lyft will drive them out of the marketplace, hopefully sooner than later!
LOS ANGELES, CALIFORNIA -- I emailed the following complaint to Super Shuttle on 12/28/2013. Their automated service promised a response in 3-5 business days. It has now been over 3 weeks and I have heard nothing from them. It is obvious from my experience and the multiple bad reviews on many sites that this company has no concern for customer service. After traveling over 30 hours straight from the Middle East, I arrived at LAX with a confirmed, prepaid reservation for transportation home from the airport. My flight was delayed approximately two hours and at about 1 AM, when I went to the SS station outside of Terminal 7, there was no one there.
So, as advised on your confirmation sheet, I contacted the supervisor. He came and told me that there was nothing available at the moment but that he would "work on it." Without giving me any estimation of a time wait, he disappeared and never returned. Over the next two hours various vans came by but no one would help me. (I have a photo of 5 vans lined up outside Terminal 7 at 2:30 AM, none of whom would take me). One driver (Van #597) told me that my options were to either sit there until 6 AM or pay him an extra $120 ($98 + tip) for an "exclusive" ride home.
Eventually at 3:25 AM a driver from the 500 area "felt sorry" for me and drove me even though it was outside his franchise district. According to the blog on your website, "there is no need to cancel or rebook your ride if your flight is delayed a few minutes or even a couple of hours." It also states "Our vehicles are available 24 hours a day." Obviously this is not true. I had assumed that by booking and prepaying a ride you had a contractual agreement to provide me with transportation within a reasonable time frame and I do not think that over two hours is reasonable.
DENVER, COLORADO -- I had a business trip in central Denver and I thought that Super Shuttle might be a good deal, hey I have Scotch in my blood. This service in Denver is all about maximizing passenger load and minimizing customer service. The driver to my hotel accepted two additional passengers and I suspect all the money went directly to the driver. I finished my meeting early and as any air passenger, I wanted to get to the airport ASAP so I could spend money getting home earlier.
1.75 hours later (with a cohort going to a different designation, but with the same prearranged pickup time which would deliver us to DIA maybe in time to take an earlier flight) with only three shuttles (they printed one every 15 minutes) I called "SuperShuttle":). I called "SuperShuttle" and requested an early pickup. I burned at least 10 minutes on the cell phone and they said that a van would pick us up. After watching the vans refuse our service and another just ignore our location they told us that they would dispatch a van in another half hour. We decided to travel by taxi.
I was less than 2 miles from the hotel when I was requesting a cancellation that a van was within 0.2 miles of the hotel. We were seeing the control towers when they sent a text to my co-rider that they were within two minutes of the hotel. It is TOO EXPENSIVE to allow a stupid computer to bulk rides to maximize profits and cut out the drivers than to allow the customer the ability to change their reservations. I wasted more than 20 minutes on my multiple calls to customer service.
THIS "SERVICE” IS ALL ABOUT SUPER SHUTTLE AND NOT THE CUSTOMER. I called customer service and requested a free taxi and they asked what can they do for me. :( I will be sending my opinion to my corporate travel agency to let they know not to recommend this service!
LOS ANGELES, CALIFORNIA -- HORRIBLE experience. I had a confirmed prepaid reservation for 11:30 PM on a shared van ride from LAX to Brea. Our driver never showed. Several vans passed by and said they were going elsewhere but that ours would be along. After waiting 45 minutes one pulled up and he said our driver was too tired and went home. He said he was the only remaining bus for the night. He said he would only take us if we paid an additional $50 cash!! What choice did I have? Totally shady! He said he wouldn't take a credit card. Cash only. I wrote to SuperShuttle and called to complain. They totally ignored it. The company is shady. Use someone else.
SAN FRANCISCO, CALIFORNIA -- I booked a reservation for pick up at my home for me and my family to the airport on a van just for us, not shared to San Francisco Airport for June 8 pick up. That went okay, but on our return on June 24, it was horrible! A van showed up with other people in it and the driver said there weren't any drivers available. He said we should cancel our reservation and pay him another $75. I told him no. I called Super Shuttle again and was told that there were no drivers available. I was really ** off at this point and told them that they sure didn't hesitate to take my money!!
Another driver came by and said the same thing. Things got ugly at that point (did I mention it was around 3 am already). I told him where to go, then he started swearing at me until my 6' 4" son and I chased the ** to his van. An empty van finally showed up at 3:30 am and "agreed" to take us home. I will never use Super Shuttle again. Very unreliable and unprofessional.
LS VEGAS -- Traveling into Vegas on business and did not arrange transportation prior to, so I bought a round trip ride with SuperShuttle and was informed it would be a few minutes. Well 30 minutes later the van left and to my surprise was dropped off first. After confirming three times the address of the hotel, since there were multiple hotels with the same brand name I was dropped off.
Upon check in I was informed it was the wrong hotel. I quickly went to the door but the shuttle was gone. I called customer service and they said another shuttle would arrive to take me to the correct hotel and it would be 30 minutes. So I jumped a cab for $10 and they knew where to take me. I later co-tagged customer service and was given an apology and they blamed the driver. No refund, no concern, no taking ownership, just a lot of BS. Never again SuperShuttle. Ripoff.
HOUSTON, TEXAS -- I booked round trip shuttle service to and from airport for 3 women and 2 kids. The trip to the airport went off without a hitch, the driver picked us up on time and got us to the airport with no problems. On the return trip the driver refused to take us home. He stated our 7yr old needed a booster seat. I tried to tell him that they drove him to airport without one and that he is heavier than his 9yr old sister and almost only 1" shorter.
He told us sorry catch a cab it's cheaper anyway and went back to flirting with girl at the counter. I asked for refund for the portion of the service I did not receive and after week of the runaround I was denied a refund. I did learn one thing, he was right cab was 20.00 cheaper. I recommend using a cab and save the headache.
LOS ANGELES, CALIFORNIA -- SuperShuttle cancelled my prepaid reservation and left me stranded with three young children, at night, 70 miles from home. Immoral and unethical. I paid for a Shuttle service for my wife and 3 children. Upon landing at LAX at 10:00 on December 31st, their representative told me my prepaid 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 would like them to give me four things: 5 handwritten apologies from the CEO addressed to me, my wife and three minor children. The apologies should state that what they did was unacceptable and they are sorry to scare, and frighten the children. I would like a full refund of both legs of my trip. I would like three $2500 payments, payable to my children, for their college fund as a further gesture of their regret for their immoral behavior.
SFO, CALIFORNIA -- Like many other people that wrote reviews on this huge screw up of a company. If I could I would give them negative 5 stars. My wife and I had a reservation for them to pick us up at 3:50 am downtown SFO for our early morning flight. We were downstairs ready to go with our luggage 5 minutes early. During the 15 min wait time one of their vans went whipping by our hotel at about 40 miles an hour, the driver not even looking for us. So we figured oh OK maybe that's not our van. 20 minutes later I decided to call.
The guy on the phone checks the status on our van and says "Sorry sir your van was there at 3:56 am and you were not there so you are marked as a no ride." "Excuse me," I said, "we were there ready to go 10 min before that and the one van that went by sped right by us." “Well sir,” he says, “it looks like you won't make your flight then.” WTF who are you to say that and thank you for not even trying to get us another ride. We ended up taking a taxi for $2.00 more than the cost of the shuttle. I recommend taking a taxi before using this **.