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.
ANAHIEM, CALIFORNIA -- I was already at my destination in Anaheim. I called in the morning for Supershuttle to pick us up so I can get a rental car. I remembered that I told them the destination was john wayne airport, not lax. I was supposed to go to lax... So I called back less than 5 minutes later and ** answers the phone. He told me that he needed to cancel out the first confirmation number and charge me again for the second confirmation number! This is only 5 minutes ago people!! (The time was 0602.) Then ** says that your shuttle will be the in like 20 minutes. (I have a 0750 shuttle arrival time.) He said that he cancelled it but still charged me even though I throw a tip on it.
He transferred me to a customer service agent **. All she asked was how she can help me. I informed that I was requesting my funds back. He immediately put me on hold until my cell phone battery died. I called again as I actually got ** back. At first he totally denied helping me. Then transferred me to ** and she belittled me by saying that I hung up the phone. Typical! I was transferred like a ping pong ball to their buddies desks with on guys telling me, "What the hell??"
I finally spoke to somebody who I thought had common sense. **. She was very nice and helpful. Until the first shuttle that should have been cancelled arrived. ** that told me that she contacted dispatch and he was changing his route to lax. However, the driver had other needs. While having miss ** on the phone, the driver in van #803 started to yell at me and tell me that his empty van is full. In broken english, "I am going to john wayne! Goodbye...” As I was crossing the front of his vehicle he throws it into drive. The van creeps forward a few inches. (Attempt battery with deadly weapon).
I tell him that I have a csa agent on the phone and she said for me to tell you that your itinerary has changed and you are taking a party of 2 to lax. He yells again, "No, what the **! Do I speak arabic?" He gets on the phone to dispatch who should have cancelled his route to this area in the first place.
With my arms crossed and leaning on the driver's side window, the unbelted driver speeds off spinning me around causing me to lose balance. And to think that this guy got a tip from me. As far as the refund goes: it is aug 11th 2010 and I just got off the phone with ** who was very nice. I had to call back because it was not 0700 hours in corporate office. (California).
I was traveling home from Kansas City and I needed a ride to the airport. I booked it by phone and opted to pay cash to the driver. I was informed to board the 11:55am shuttle. At 11:57am, the shuttle arrived, and four people (myself included) boarded the van. The driver could find the names of the two people who had booked by internet, however, he could find neither my name nor the name of the other passenger who also booked by phone. We offered to give him our reservation numbers, but he refused and we continued on our way.
We traveled to several hotels to pick up passengers. At the last hotel, he had three people who needed to board, yet there were only two spaces left. At that point, he said, "You need to call dispatch to find out what happened to your reservation because you're the only person who I can't find in my system." Then he slammed the door. A few minutes later, he opened the door again and was obviously agitated. He raised his voice at me, saying "I have clients who have to get to the airport!" I responded, "I am also your client and I also have a flight to catch." He slammed the door again.
Finally, he opened the door two minutes later and began to SCREAM at me, "You made me lose three clients! They're going to the airport in a taxi! You pay me now!" He slammed the door, stomped around to the driver side and boarded the van. Then he turned and began yelling at me again, "Pay me now! Pay men now! I lost 3 clients because of you!" I told him to lower his voice--he was screaming at me in front of 7 other people--and I passed up the money. He passed back change and a receipt.
However, instead of continuing to drive to the airport, he continued to scream at me. Finally, the rest of the passengers started yelling at him to continue the ride to the airport because we all had flights. I get along with pretty much everyone I meet, and I don't really have a personality that encourages people to yell at me. This has NEVER happened to me before-- especially from someone who works in a service industry. I sent a complaint to SuperShuttle.
However, after reading the complaints on My3Cents.com, I'm not encouraged that they will actually follow up with me. It looks like they don't follow up with ANYONE regarding complaints! I hope more people look at this site before booking with SuperShuttle. I would have been better off paying $60 for the taxi to the airport!
SAN FRANCISCO, CALIFORNIA -- Super Shuttle has topped all others with its horrible customer service. After OVER an hour in the Van that took more customers than they were supposed to, I had to be dropped off on a corner to get my own taxi home as the driver was nowhere near finished with his route and we had ALREADY passed my house right from the start. We were coming from SF airport. We went past the Mission, Caesar Chavez, my neighborhood and proceeded into Downtown, because they put me in a DOWNTOWN Van. So I was screwed basically. The driver kept getting lost and circling blocks twice before he would find the place.
Finally, after an hour of this and, because I should have already been dropped off on the way into Downtown, I got so frustrated I asked to be let out. The driver apologized and gave me a card, told me to call SuperShuttle for reimbursement and that they will pay for my taxi home. Yeah, right. I should have made the driver call. He was basically lying to me then apparently went on to lie to his manager about the whole situation. He knew he had blown it by not dropping me off already. Now, and additional 13 dollars later and 2 hours of time, I was finally home.
Super Shuttle denies the whole incident. They told me 6 people were in the Van when it was 10. Hello, I was there. They told me the driver finished his route in 1 hour 10 minutes. AN IMPOSSIBILITY when I left after an hour and two more customers had to be dropped off in two different directions. So they basically said, too bad, sorry.
Instead of saying, you know what, yeah, sorry, we were short drivers, had you go on a Downtown Van, we understand this presented problems and delays, etc..etc next ride's on us. No, forget it, they just lie about the situation and basically take no responsibility. Never again. Don't use them. Pay a little extra for reliable service. These guys do NOT CARE ABOUT THEIR CUSTOMERS AT ALL.
NEW YORK -- Super Shuttle? Stupor Shuffle! Your mileage may vary, but if your travel situation is similar, be warned. Timeline: around 4 PM - Flight arrived on a Friday at JFK Int'l. Airport. By 4:30 PM - picked up checked bags. By 4:40 PM - used Terminal 4 courtesy phone to call about reservation. By 4:50 PM - the first estimate of van arrival passed. Was redirected by a driver to sign in with Port Authority of New York and New Jersey (never mind I had given my reservation # on the phone, and had talked to someone on the basis of that reservation). After 5:25 PM - Got fed up with the Port Authority people who operate separately from the call center and had no info. to help me.
Called again the call center who assured me that the van would arrive in another 15 mins. Got the van number this time. By 5:40PM - we got in the van. We asked around the van while the driver was out, and found one lady got picked up in 17 minutes with no reservation, and one couple had waited an hour like we did. Most in the van were foreigners (who feared a taxi driver would cheat them?) By 6:00PM - the van picked up its final of 10 passengers at Terminal 8, and began to leave the airport. By 8:30PM - finally arrived at our destination, the last of the 10 passengers to disembark.
What we learned: Unless you are broke or a risk-averse foreigner, and have a couple of hours to waste, I cannot imagine why you would not take the Airtrain & subway or a taxi from JFK. If you still want to take SuperShuttle, note that having a reservation is a liability, as you will not be able to walk away without losing your fare. We immediately canceled the return half of our reservation, and loved the subway-Airtrain combo. We took early Mon. morning, which got us to JFK in both a fraction of the time and cost of Stupor Shuttle.
JFK AIRPORT, NEW YORK -- I must begin with a thank-you note to this site where I can find my fellow victims to commiserate with. What my wife and I thought would be a long-time-in-coming dream vacation ended up in a small nightmare, all thanks to the negligence of SuperShuttle. After reading the distressing accounts of others posted here, I have little more to add except to say that we had to suffer a delay of nearly three hours from JFK to home.
It was especially hard for my wife, who had to rely on the airline wheelchair service to move from the plane to the pick up area, only to watch this incredible scene where their vans were passing us by one after another picking up new customers, who we learned were paying a discounted fee. We the victims must unite to fight SuperShuttle together. We can let the Big Guys in DC and Wall Street fix the economy they tanked, but we have to deal with the little injustices around us to make our community a little better. I suggest these things: File a Complaint as I did after getting no response to my complaint.
Thanks to the consumer movement initiated by Ralph Nader, we now have consumer protection agencies in our local governments. Here in NY City, there is the Consumer Protection Law forbidding "deceptive or unconscionable trade practices" in sales of goods and services. You can get more info about the law at: **. Similar legal protection should be in place outside the City as well. I have no doubt SuperShuttle will Win an 'unconscionable trade practice' award hands down.
Cancel Payment. Remember, you can always cancel the payment with a charge back through your credit card company for cause. Indeed this can be more effective than fighting them to make the company pay attention and correct their abusive ways because it hits where it hurts them most: their wallet. Enough complaints can take away the company's credit card privilege. Please post your ideas and progresses made on this front. Who knows? Someday we may come here in appreciation for the valuable service provided by an 'honest and conscionable' company that the Shuttle had become.