SuperShuttle Complaint - Beware taking Super Shuttle
I had probably the worst customer service experience of my life with the Denver Super Shuttle. After waiting more than an hour at the airport until after 4:00 pm (for a 3:00 pm shuttle) with no van in sight, another woman and I went back to the Super Shuttle desk where we were informed that the shuttle had left at 3:00pm. We informed the man at the desk that this was simple impossible. Both of us had been waiting at the shuttle pick-up before 3:00 pm (and we had seen a number of other Super Shuttle vans come and go with their rides so we knew we were in the right location). Basically we were told that it was our fault we had not caught the phantom 3:00pm van which we had never seen.
At this point, I demanded a refund. This was given, but then I was told I could not take a 4:30 pm shuttle, and that I would have to make other arrangements to get to my hotel. Completely infuriated, I took a $70 taxi
to my hotel. I'm less angry at having had to pay an extra $40 than with the fact that Super Shuttle would not accept fault in this matter. I am absolutely dumbfounded with the lack of courtesy in how we were treated. I feel worse for the other woman who was there to visit a friend who has terminal lung cancer. She lost 1.5 hours she could have spent with her dying friend.
According the SuperShuttle Standards of Guest Service:-
We will recognize that our first responsibility is to our guests, who are
the sole support of each and every one of us.
We will be on time, every time.
We will assist our guests in every way possible.
We will be friendly and courteous, no matter how difficult the going gets.
We will take pride in the clean, cared-for condition of our shuttles, and
the professionalism of our own personal appearance.
We will respond with urgency to any problem that jeopardizes these standards.
This is completely ironic, since my experience (and it appears many of the other experiences on this sit) was truly the antithesis of these standards.
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