Preview Review

Next Review

SuperShuttle Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Didn't Pick Me Up (Twice), Missed My Flight
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON, DISTRICT OF COLUMBIA -- SuperShuttle has lost my business forever. I have used SuperShuttle in the past, and while it hasn't been great, it's been tolerable and is priced similarly to Uber. My experience in Washington, DC recently however has guaranteed that I will never use their “service” again.

The first problem was on arrival. My flight was delayed and landed around 1:00 AM. I followed instructions and checked in online and went to my pickup spot. Soon after I got there they loaded a van and it left, while I was told that they were still looking for a van for me. So I sat, until almost 2:30 AM, when the airport “customer service” agent finally told me that they wouldn't be able to find a van for me. I ended up taking a taxi (for $90) to get to my destination, finally arriving around 3:00 AM. This was annoying and expensive, but not the worst thing SuperShuttle did to me on this trip.

At this point I was worried about my ride back to the airport, which was scheduled for 3:20 AM for a 5:00 AM flight. I got up early and checked the app, and it showed I had an assigned van, #1065. Based on the distance he was from my hotel, it appeared he wouldn't arrive until around 3:50 AM, 15 minutes beyond the end of their “15 minute pickup window”, but I should still have had plenty of time to get to the airport. I watched the app as the van headed my way. Then, less than a mile from my hotel, I watched it turn around and leave. I had requested an ETA several times on the app with no response, and the driver finally called me around 4:10 AM.

I had booked an Uber by then, but calmly asked the driver (Robert) why he turned around and left when he was so close to my hotel. He started **YELLING AT ME** about how he was too tired to drive and was falling asleep at the wheel because he had been driving for the past 3 hours. [I should interject here that I believe he was probably lying to me and had really gotten lost, as I checked the app around 6:00 AM and he was still driving around]. After 20 seconds of this, I hung up on him.

Obviously, despite the Uber, I missed my flight. I ended up paying American Airlines a $75 rebooking fee and taking a $50 Uber from Dulles to Reagan to get a flight home, as the desk agent told me it would have been hopeless trying to get out of Dulles on standby that day. This also cost me 5 hours and nearly a whole day's worth of work.

I am now trying to get a refund. Their so-called customer service phone number does not allow you to do this, instead directing you to their website. The website assigns you a ticket so a representative can call you back, which the automated phone system says will happen quickly. They define quickly as **WITHIN 7 BUSINESS DAYS**. I fully expect to end up having to do a chargeback on my credit card. I also asked to file a formal complaint against Robert, but I expect SuperShuttle drivers get a lot of those, so I don't expect much to come of that either. Regardless, I won't be using SuperShuttle again at any airport.

Replies
Really Disappointed With Their Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PITTSBURGH, PENNSYLVANIA -- Super Shuttle in other cities had always provided a very reliable and great service. You would book easily online. A 20 min. notification would be given to you prior to the shuttle pickup. Another call notifying you that the driver was near would also be included and the entire trip to and from the airport would be a good experience.

However, today was the 2nd time I have had a very bad experience with the Pittsburgh Super Shuttle service. First, I did not receive a 20 min. advisory call from them, notifying me that the shuttle is about to arrive. Then, the shuttle does not appear or lets me know that they have arrived as if the service had never been setup. I end up having to call the Super Shuttle customer service line to find out, that they don't know where the shuttle is located.

As a last minute courtesy, Super Shuttle books a cab to come pick me up. The first time around, the cab ends up on the other side of town and so another cab is dispatched to come and pick me up at the nick of time. I barely made it on my flight on that occasion.

Today, Super Shuttle books a cab, and 20-25 minutes later, the cab has not shown up. I call the cab company and they did not have any idea about the service provided by Super Shuttle. The cab company was about to dispatch a cab for me, and I went on to cancel the service, because if I waited around, I would probably miss my flight. I ended up having to drive myself to the airport and using the extended parking at the airport. I do not recommend the Super Shuttle service in Pittsburgh at all. Give yourself some peace of mind and try anything else, but them.

Replies
Thieves and Liars
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 **!

Replies
Horrible Company - Stay Away
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

Replies
Advertisement
It Is All About SuperShuttle, Not You
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

Replies
NEVER USE SuperShuttle DFW
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS, TEXAS -- SuperShuttle left us stranded at DFW airport at 1:30am in DFW - despite having made a reservation weeks in advance - and despite having received both a text and email confirmation from them the day of our arrival (with the correct flight information ~ 12:20am arrival time).
Upon arrival at 12:20am, We checked in as directed, and we were sent a text that the driver would be contacting us shortly. After a 1/2 hour of waiting, when the driver did not respond, we called. We were then told, by the dispatcher, that they had NO DRIVER to come get us, and that we would have to wait a few hours. REALLY???? They knew for 3 weeks that we had a 12:20am return flight. There were no changes, no surprises. We will never trust them again. DO NOT DEPEND ON SuperShuttle, find another way.

Replies
Never Showed Up!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PITTSBURGH, PENNSYLVANIA -- Supposed to pick me up at Hotel at 6:35 for ride to the airport. At about 6:50, I send a text to driver regarding ETA. No response. Then I called the # on the website which rings the sales office. No one picks up. They gave another number to call. Called that # and got a message: “We are closed.” Started to worry. Rechecked my reservation. It was correct. Looked at the map, still no driver in sight. Registered with Lyft for my first Lyft ride ever.

Lyft arrived in 5 minutes. Cost a few bucks more but it went straight to the airport with no stops at other hotels. I will not use Supershuttle again because they are SUPER unreliable. Now I am probably going to have to fight to get my money back for a service I did not receive. They are showing my trip as canceled. I did not cancel, they never showed up. Very aggravating!!

Replies
Not a Good Start but 2nd Driver Was Excellent.
StarStarStarStarEmpty StarBy -
Rating: 4/51

HOUSTON, TEXAS -- The flight my wife and I were on arrived about 20 minutes late. When we turned on our phones we received a message saying our driver was available to pick us up. But when we called the driver he said he had picked up someone else and would be back for us later. Not a good start. We then had a little problem finding the check-in desk. Once we called the dispatcher we were told another driver would be there in 15-20 mins. We were told where to wait and the car number.

Joseph, our driver, showed up less than 15 minutes later. He was very polite and insisted on loading all our luggage. He made sure my wife was comfortably seated and showed us how to use the AC controls. Joseph was a very good driver. He received a call just before we set off and took the call before driving. This didn't delay us more than a minute and I would prefer that he did not talk while driving so I had no problem with him taking the call while stopped.

The drive and conversation with Joseph was very pleasant. I just wish I knew his last name so he could receive the full recognition that he deserves. If the original driver had bothered to check that our flight was delayed as Super Shuttle had all our flight details he could have called for another driver to be waiting for us. In that case I would have been very happy to give Super Shuttle 5 stars.

Replies
Advertisement
FIrst (And Last) SuperShuttle Ride
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PITTSBURGH, PENNSYLVANIA -- First (and last) time using SuperShuttle! Online reservation asked for flight information (which was provided). So, the 12 mile Saturday morning ride should only take less than 30 minutes. Why would they show up 5 hours before the flight?!? Had to take Uber (at a higher cost) PLUS pay for the SuperShuttle ride not taken! Refund on the fare (plus automatic tip, mind you) was not refunded citing policy.

Customer service was HORRIBLE. Took 2 weeks to respond to refund request, but didn't offer partial refund NOR discount on a future ride. Simply sorry, can't help you. I work in customer service and I certainly would never be so inflexible. The $30 fare is not much to a company of their size, much more to me.

Replies
Horrible Experience Incompetent
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOS ANGELES, CALIFORNIA -- I prepaid for ride LAX to Irvine. Upon arriving the APP instructed me to check in (don't do this). Upon arriving downstairs the guy in the Blue shirt says “you don't have a Van assigned, you used the APP to check in didn't you?" He says “that App doesn't work half the time”. He then types a message to a central dispatcher who is apparently in Arizona. He then says, “she won't check the message for 20minutes watch”... I said, "Whattt???" He said, "Yeah dispatch is lazy..." So I wait 20 minutes and then call the 800 number.

They say that the driver was on the way. 20 more minutes and no driver. So I call dispatcher and she says he will be there in 3 minutes... This went in for an hour... On my last call to dispatcher she says, "Oh. He is sitting at wrong terminal." I tell this to the on-site guy and he says, "Yeah. She probably just read my message from earlier..." 30 minutes later the Van shows up packed with 8 people and I am told I will be the last stop of 8 in Irvine. Moral of the story: pay the extra $10-$15 for UBER.

Replies
Top of Page | Next Page >

SuperShuttle Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 44 ratings and
112 reviews & complaints.
Contact Information:
SuperShuttle
14500 N. Northsight Blvd., Ste. 329
Scottsdale, AZ 85260
480-609-3000 (ph)
480-607-9317 (fax)
www.supershuttle.com
Compare Car Rental Companies