NYC -- Booked Super Shuttle to pick up from NYC hotel to JFK. Advised pick up time 6.20-6.35. At 6.20 saw van driving away from hotel. Rang immediately, told that GPS positioned driver at hotel until 6.31 (he was not) reception staff say he called my name at 6 pm, they never recommend as this happens frequently. On three occasions since have found call center staff consistently rude, unprofessional and unhelpful.
HOUSTON, TEXAS -- 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.
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 prepaid 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 waved 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.
Horrible experience with SuperShuttle San Jose! Upon arrival in San Jose airport about 9:30pm on 7/24, we called the dispatch 800 number as instructed to notify, only ended up waiting for more than 20 minutes to be answered. Told to go to the ground floor of garage and a SuperShuttle van would be waiting there. We did see a van waiting when got there, got into the van, but only to be told that the van was not for us. Since other passengers already sitting in the van were all going to the same direction as we were (Sunnyvale, Mountain View, Palo Alto), the driver called the dispatch to request taking us instead of waiting for someone whose flight got delayed for one hour.
The dispatch insisted that the driver wait, making us get out and wait for next van. We waited 15 minutes before another van showed up, with a rude driver. The van circled around the airport once, back to the same spot, to wait long for a last-minute assigned passenger from another flight. In the end, passengers going to three different directions (Mountain View/Palo Alto, Fremont, East San Jose) were thrown into the same van. The driver decided to drop off the person to East San Jose first, then to Fremont, and finally come around to Mountain View/Palo Alto.
The worst part is that when we expressed frustration and suggested alternative route, the driver got rude and hostile and spit out long stream of insult and racial slurs, threatening to kick us out, saying "he does not care about SuperShuttle, not about where you are going or how to get home, not care if you are …" While on the van, I noticed that the dispatch was constantly paging drivers about no driver / no van / passenger waiting. In the end, it took us more than THREE hours to get from San Jose airport to home in Mountain View. HORRIBLE. Do yourself a favor. Don't ever use SuperShuttle again!
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 pickup 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 acknowledge 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 standby driver, so we called him and he said he could pick us up in 5 minutes. I called customer service back to cancel the pickup 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 pickup 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 whom knows how long! I am shocked and quite unhappy about this situation and promptly cancelled our pickup for the return trip. We travel often and frankly, as far as I'm concerned we will never use SuperShuttle again.
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, ranty message, I'll just list all the things that went with their service. 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 restroom and when I return, I see the driver going out to the shuttle. I walk up to the window and explain that I booked the shuttle in advance. I checked in from the baggage claim, as they asked. 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. 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."
A 4th driver leaves me. At this point, I called the SuperShuttle 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 SuperShuttle, I ended up taking a cab to my hotel.
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 SuperShuttle again and you shouldn't either!!
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 ** 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 so it should be there in 2-10 minutes. I called again after 55 minutes of my requested pick up time. A female dispatcher put me on hold for minutes.
To make my painful story short so you can save 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, SuperShuttle 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 ** 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.
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 driver 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.
I have used this company twice. Both times I was appalled by the service. Obviously I should have read some of the other reviews first. My first trip was a reserved ride in Pittsburgh. I was promised a wait of 15 minutes. I waited 30 until my name was called and then waited an extra 15 minutes until the driver had packed as many people into the van as could possibly fit. It then took an hour to drop me off. Unacceptable. #2 I flew into Newark. Again I made a reservation in advance.
Again, I was told I would wait 15 minutes and to just call the service desk when I arrived at the airport. I asked if there was possibly any other information that I could learn and was told no. I called and was told a driver would be at the airport in 45 minutes. I explained that I had made a reservation and that I needed to be somewhere. They said too bad. 1.25 hours later, my van still hadn't shown up. I called and was made to feel that I was being deeply annoying. Eventually my van showed up and I got my ride to the city. The driver seemed surprised that I had booked a ride. He told me that usually they don't pick up anyone until after 10 am (I arrived at 8:15).
I called SuperShuttle to complain and was told I would be given a refund. I then received an email from a customer "advocate" who told me that they were sorry for my inconvenience, that the customer service agent who had spoken to me had obviously not offered me a refund, and that they hoped that could expect my service again in the near future. I responded that I was amazed that they would rather totally defame themselves than reimburse my fare that they had promised me and have yet to hear back. I have my case # and all email correspondences!
So, in summary, please do not give these people business. There are alternatives. Some of which cost more, but if you think about the extra "baggage" that accompanies SuperShuttle, I would encourage you to think about any and all alternatives. This company needs to realize that customer service is not something to ignore. I am disappointed and angry about the service I have received and I would like to think that by writing this review I am making a difference.