Beware of SuperShuttle

Shuttle Service - Complaint

Review by rperguson on 2012-04-14

Rating:

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.