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86 Reviews & Complaints

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Horrible and Disappointing
Posted by Dami.ajijolaiya on 08/15/2013
I was supposed to picked up at 4:00 for a 6:30 flight time. I called repeatedly and got horrible service, dropped calls and unanswered questions. A taxi ended up coming an hour and thirty minutes later and it could barely contain my bags.

If you value your time and money don't ever use Super Shuttle in Houston. I guarantee any other option is a better choice in all cases.

     
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Left at Airport With No Ride HOME
Posted by Mizhammer on 07/16/2013
SAN JOSE, CALIFORNIA -- I called on July 2, 2013 to get a ride home from the San Jose airport. I arrived on time and called, per instructions, to meet my driver. The operator put me on hold and after several minutes got back on the line to tell me there was no one available to pick me up due to the BART strike that was going on.

The strike was in its fourth day, which meant Super Shuttle knew there might be no available drivers when I booked my reservation, but there was no indication that there would be any trouble. I was left stranded at the airport after a full 14 hours of travel. UNBELIEVABLE. I will not be using Super Shuttle again.
     
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Supershuttlecr.com is Crappyshutter
Posted by Mskaye on 01/11/2013
SABANILLA, COSTA RICA, FLORIDA -- I caution anyone coming to Costa Rica and AVOID like the plague Supershuttercr.com because they are THE WORST transportation service. They are prone to making false confirmation, more interested in getting your money and breaking promises of being reliable. I booked a round trip in Los Yoses to Mount OSA.

The hostel staff was given all information with directions, contact phone numbers and dates and time for Mount OSA. In turn, the staff emailed the information to the shuttle service a week before I was scheduled for pickup; also I requested a taxi service up and down the mountain from the eco-community.

The manager even TOLD the hostel staff, who spoke Spanish, they can arrange pickup and drop off with an arranged taxi service which was $20 extra. Thus the total cost of the trip round trip was $160: $60 one way (for round trip $120) and $20 for the taxi service (for 2 days $40).

The service didn’t send a confirmation regarding or reiterating the details after the phone call. On the eve of my trip, then, and ONLY THEN, I received an email for payment only. Also, Javier’s details only listed the dates I was leaving and returning and how much I’m to pay for my trip. Nothing else was provided as to where I was being dropped off and the name of the taxi driver or service at Mount OSA.

I sent my PayPal payment and requesting that he confirm by replying with an outline of the complete details as I provided a week ago. Before retiring for the evening, there was no response and by the next morning, still no email.

Even the driver had no idea what I was talking about and the situation gotten even worse once I arrived at Mount OSA. The driver asked me, where do you need to go? The dispatcher lacked to provide a drop off and pick up location. So the driver, after several attempts, kept calling the office till he gotten Javier when at that time, the driver was instructed in finding a taxi, provide direction and PAY the cab driver.

Before the date of my return, I had emailed and EVEN CALLED Javier in verifying my pickup from the mountain and being dropped off at the tour office for the shuttle arrival. Javier kept saying “Yes, yes” to everything I said without even acknowledging he even understood. I sent my email and requested a confirmation which should be answered by Saturday because I schedule to leave for Sunday afternoon. He never replied.

Once again, I had to arrange my own taxi service going down the mountain and PAID $40 rather the $20. The tour office manager, where I had to wait for the shuttle, was so generous and spoke to Javier and explained the situation. She repeated his words that I should expect a reimbursement when the return driver arrives, however, the driver stated that he didn’t have any additional funds to pay me back – yet he had money for filling up the van.

I explained to the driver that evening, also the situation about why the service owes me $40; he even called the office but spoke to another driver. He repeated that the office will pay me back via PayPal after New Year’s (I left on New Year’s Eve).

Well, on 2 Jan 2013, no such email regarding reimbursement was received so I sent a request for a ‘refund’ which the service unprofessional completely and simply ignored.

The hostel staff has called numerous of times and throughout the day, he was lucky to get ONE pick up and each time inquiring about refund; Javier's answer was always different. Either there was a problem with the computer or they've already sent it; whatever the case - always a lie.

As of 10 Jan 13, it’s been 11 days since my return from Mount OSA and I still haven’t gotten my refund. Earlier today the hostel staff, after making contact for 2 weeks, had informed me that the manager again claims he sent payment, but no such transaction has been made.

DO NOT USE THIS SERVICE! AVOID at any cost from scheduling for transportation service with Supershuttlecr.com because Javier Ortiz Rojas is a cheat and liar! The hostel has called numerous of times and throughout the day, the staff was lucky to get ONE pick up and each time a different answer every time; none has been ever true. The service kept insisting they made a payment, the hostel sent a two snapshot of my Paypal account and nothing indicated a refund was deposited.

As of 17 Jan 2013, the company continues in refusing to answer any emails or phone calls for what he owes!
     
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Terrible Service/Experience
Posted by Brittfono on 10/29/2012
LONG BEACH, CALIFORNIA -- Our flight was delayed twice and I was able to call the first time to give the updated info. (Isn't that why we enter the flight numbers in with the reservation in the first place?) Once we arrived at the Long Beach Airport we checked in with the shuttle attendant as stated on our reservation. We were told to wait with another passenger from our same flight at the pick up spot. We waited for an hour. The other passenger we waited with stated she had just called and found out our shuttle was on the way. When the shuttle arrived we were under the impression that this shuttle would take us to our hotel. The driver took the info for the other person and did not even acknoweldge me and my party of 4 adults and 2 children. The shuttle attendant asked him what was going on and I was shocked at how rude he was! He said he wouldn't take us, didn't know where our shuttle was and didn't care, and went on complaining about how he had gotten out of bed and lost his keys to come make this pick up. At this point I called customer service to find out where our shuttle was and was told he didn't know how long it would be and wouldn't even give a time estimate! (Keep in mind here we are traveling with a 3 and 1 year old, and our flight was 3 hours delayed) The shuttle attendant was about to leave as her shift had ended, but didn't want to leave us stranded and thankfully had a phone number for a stand-by driver, so we called him and he said he could pick us up in 5 minutes. I called customer service back to cancel the pick-up and was told that I could cancel, but would not be refunded because we could wait for the shuttle. YOU HAVE TO BE KIDDING ME!! He couldn't even give me a time estimate for pick up and said we could wait?! We had already waited for an hour! We could not wait any longer on the street corner in the middle of the night stranded for who knows how long! I am shocked and quite unhappy about this situation and promptly cancelled our pick-up for the return trip. We travel often and frankly, as far as I'm concerned we will never use Super Shuttle again.

     
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Posted by Shauna from SuperShuttle on 2012-10-29:
I’m sorry to hear about the repeated difficulties you had while trying to use our service. Our national Customer Care team may be able to help. If you’d like, you can email them directly at customercare@supershuttle.net.
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Super Shuttle Super Sucks
Posted by Brandy.fouts on 08/08/2012
ASTORIA, NEW YORK -- I hate that my first review ever is a negative one, but this experience was so horrible, I feel like it's my duty to warn you. In an effort to avoid a long, rant-y message, I'll just list all the things that went with their service.

1. My driver left me behind. After arriving in Manhattan, I called from the baggage claim for my 3:00 shuttle. Around 2:50, I use the rest room and when I return, I see the driver going out to the shuttle. I walk up to the window and explain that 1) I booked the shuttle in advance 2) I checked in from the baggage claim, as they asked 3) I was told I was on the 3:00 shuttle. As I'm explaining this, the driver gets in the car and drives away slowly until he couldn't hear me pleading. There were 3 other people in the van - plenty of room.

2. Two other drivers yell at me for not understanding the system, without actually explaining the system. After the 1st driver left, I saw more drivers and asked if they were going to Manhattan. I was told that yes, but they can't take me because "it doesn't work that way."

3. A 4th driver leaves me. At this point, I called the Super Shuttle dispatch to find out what was happening. She was nice enough to say my ride was free, since everyone kept leaving me behind. A personal driver was called to come pick me up "in 10 minutes." After 20 minutes I had not been picked up, so I called and they said "I'm not sure why the driver left without you." (that was the second time I heard that from them). After TWO HOURS of waiting for the Super Shuttle, I ended up taking a cab to my hotel.

4. Upon my request, they confirmed that my return trip was cancelled and I was fully refunded, yet they STILL sent a driver to pick me up at my hotel on Sunday and also charged me for BOTH legs of the trip....even though the first half was already "comped" since their drivers kept leaving me behind.

I will never NEVER use Super Shuttle again and you shouldn't either!!
     
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Posted by Alain on 2012-08-09:
I've heard some people say they've had good luck with Super Shuttle, but I've heard a lot more that, like you, have had terrible experiences. Thanks for the warning. I'll pay more and take a cab.
Posted by madconsumer on 2012-08-09:
on my recent trip to mid town, i had exemplary service with suppershuttle. the driver arrived on time to pick my up at the airport, and was very courteous.
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I waited outside for 80 minutes just told be told that there won't be a shuttle and call the cab !!
Posted by on 08/08/2012
SAN FRANCISCO, CALIFORNIA -- I waited out on the street for 82 minutes just to find out that shuttle van I requested and was promised to receive won't be there.

I made reservation (# 6575009) online for pick up in Pacific Heights Area to SFO on 08/07/2012. I called 32 minutes after my scheduled pick up time. male Dispatcher said the van is 2 miles away from me to it should be there in 2-10 minutes. I called again after 55 minutes of my requested pick up time. A female dispatched put me on hold for minutes. To make my painful story short so you can safe your time (and won't have to read a GREAT AMERICAN NOVEL), female dispatcher told me to call taxi on my own and submit for reimbursement AFTER I AM ALREADY 82 MINUTES LATE. I refused to call taxi on my own and demanded the dispatcher to call taxi for me. However, Super Shuttle refused to direct bill for my taxi service but asked me to pay upfront and "REQUEST A REIMBURSEMENT" to them at later time. Since I was already late for my flight, I didn't fight for that.

On 08/08/2012, I called "quality control' unit of SuperShuttle. A female representative took my request and gave me a reference number (392006) but said it will take a few days for someone to call me back to get my taxi money back. She sounded surprised that I was made to pay for taxi upfront. I am not sure what is going to happened with my $63 Taxi fare which was TOTALLY PART OF SUPERSHUTTLE'S RESPONSIBILITY AND LIABILITY but it was sounded very "IRRESPONSIBLE" of them to just make me wait and see what happened. A female representative stated to me that I can't email my (scanned) receipt to SuperShuttle but just wait for the call (until and if that happens). There is no one in charge there or sounded like it. Even "QUALITY CONTROL" was like ... oh well ... you just have to wait. I was very polite when I called but there was no "I AM SORRY ABOUT NOT ABLE TO DELIVER OUR SERVICE TO YOU AS PROMISED."

MOST CONVERSATIONS FROM DISPATCHERS & CUSTOMER SERVICES ARE RECORDED ON MY PHONE AS MY RECORD SO I HAVE PROOF AND AM NOT JUST MAKING ANGRY STATEMENT ABOUT THE SERVICE I SUPPOSED TO RECEIVE.
     
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Posted by jonthethird on 2012-08-08:
I hope you have the acknowledgement from those you spoke to confirming they knew they were being recorded. In CA it can be charged as a felony if you record a phone conversation without all parties being aware and consenting. In any case, the recordings cannot be used as evidence in court.
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Nearly missed transatlantic flight because of supershuttle
Posted by Gower on 07/11/2012
FREMONT, CALIFORNIA -- To be honest, I have used the Supershuttle company several times before, and had no problems. They were fine. But this last shuttle was a disaster.

The driver was on time and picked us up from Fremont, Ca. He started towards San Francisco airport (our destination), but in Hayward we accidentally learned that he was going to pick up a passenger in San Ramon, CA. Now if you know the San Francisco bay area, you will know that this is *way* out of the way. I actually work in San Ramon, and in good traffic it takes 40 minutes each way.

Well, BART (Bay Area Rapid Transit) had shut down this day, and bay area traffic was getting really, really bad. This always happens when BART shuts down, and today was no exception.

So not only was the driver going to go hours out of our way, it was during a BART shutdown.

At this point, I realized that there was a very real chance that we would miss our flight to Europe. The drive repeatedly refused to drop us off in Hayward, and only did so after strong demands to let us out.

He would not cancel the trip.

We had to call our daughter, who had to leave work, drive 20 minutes to get us, and then *she* took us to the airport.

We made the flight with only 20 minutes to spare. The San Mateo bridge had already gone into meltdown mode and it took us 30 minutes just to cross the bridge! And this was at noon! Not peak traffic at all. But this was because of the BART shutdown.

Oh, the driver told us blithely that Supershuttle would pay for the flight if we missed it. Yeah, sure... and I'm sure pigs can fly too.

So yes, I have taken Supershuttle multiple times before without a problem, but after this I am looking for a new shuttle service. This was a total disaster.


     
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Posted by copper_works_ on 2012-07-11:
What is this with picking up other passengers? That happened to us also, the shuttle picked us up then went out of the way to pick up two other people with huge dogs and drop them off somewhere, then took us to the airport.

We now call a taxi and give the driver a huge tip for his troubles.
Posted by onlooker on 2012-07-11:
Due to the odd traffic conditions that specific re-schedule was rather stupid. Someone doing the scheduling did not do a good job that day. Maybe they use the more seats filled is better than less rule of thumb?
I have used them a number of times 6 or 7 - only one time did they mess up - missed a 3AM pick-up - if I had not gotten antsy to check on them...probably would not have gotten my international flight reimbursed either.
Glad your travel ended up well.
Posted by trmn8r on 2012-07-11:
This is great information for Basher to know in case someone plans to take her somewhere.
Posted by DebtorBasher on 2012-07-11:
8er, the clothes that have been packed in my luggage are becoming dry rot, waiting on SOMEONE to take me SOMEWHERE!!!
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Beware of SuperShuttle
Posted by Rperguson on 04/14/2012
HOUSTON, TEXAS -- Beware! Drivers can refuse to take you if you are the only one going to a particular area of the city. It is in the financial interest of the driver to fill the shuttle; thereby having as many people to drop off as possible. We had no problem getting to the airport (Houston Hobby) from a suburban location, but leaving the airport was another story. Even with five shuttles lined up, three refused the dispatch order to take us. Finally, one driver said he was tired of seeing us "bounced around," and agreed to take us home. The attendant at the SuperShuttle counter inside the airport checked us in (we had a pre-purchased reservation), and after about 15 minutes, gave us a van number. We walked out to the van, but the driver said he was finished for the day and going home. The attendant told us to wait for another van. Another half-hour passed, and she sent us back out to a second van (the previous guy who was "going home" was now sleeping in his van). The second driver said the dispatcher made a mistake because he was already assigned to another call. Another 15 minutes passes. The attendant sends us out again. The third driver at first tells us he has not been assigned to our call, then re-checks his monitor and admits he is assigned to our call, but won't be leaving for another 15 minutes because of "company policy." I asked him if there was a company policy for how long a customer has to wait before being taken somewhere on a pre-paid reservation? No answer. We were about ready to blow off the $30 and take one of the many cabs that were lined up, when a forth driver waived us over, and agreed to take us. SuperShuttle has no customer service policy. The drivers are independent contractors, and frequently refuse to take customers if the van is not full. If you are traveling to a popular area like downtown or a convention center, then you may have better luck, but if you are going to an area where you most likely will be the only customer (i. e., suburban home), then be prepared for a very long wait and possibly, like us, for some level of confrontation.

     
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Posted by trmn8r on 2012-04-14:
Good information. It isn't surprising, but it isn't user-friendly either.
Posted by Dennis simmons on 2014-02-28:
I am a super shuttle franchise owner and what happened to is your trip was what we call a code. A code is trip that only has one person going to a undesirable location a each driver has to take one a day and if you have taken one you don't have to take another so all those drivers that were lined up were already coded for the day b
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Double charge me
Posted by on 03/31/2012
SAN FRANCISCO, CALIFORNIA -- I prepaid my shuttle service through my credit card. I had my service early in the morning 5am. When I got to the airport the driver requests me to pay. It was early in the morning and I was hurrying to flight I didn't have tie to check whether I was paid. The driver then took my money and left and didn't even let me ask for receipt.

I now found out in my statement they charged me on card long time ago already. I tried to contact customer service but they said no receipt no refund. They don't even help me try to contact the driver when I request that. Nor they are willing to give me the name of the driver so that next time I travel with Super Shuttle I can avoid him. They just keep on transferring me to other department and told me to wait 5 to 10 business days each time. I don't want to spend months to get $17 back.

This is not big money. But because of Super Shuttle low quality customer service and their unwillingness to contact the driver nor give me the name of driver so that I can avoid him during reservation in the future, I decide now to just avoid Super Shuttle.
     
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Posted by clutzycook on 2012-03-31:
Sounds like you got scammed by the driver.
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Late
Posted by Sschroeder on 02/21/2012
My daughter and I had reservations to take a Supershuttle home from Sacramento International. When we got to the desk they said it would be 25 minutes. An hour and ten minutes later we got on a dirty cluttered shuttle. I would rather take a taxi for double the price.
     
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