SuperShuttle Complaint - Horrible Customer Service, Misleading Website
SAN FRANCISCO, CALIFORNIA -- I originally booked a Super Shuttle from SFO to Stanford University at 10:30 PM; however, my flight was delayed to 12:00 AM and then 2:30 AM. Each time my flight was delayed, I contacted Super Shuttle agents who told me that it would be no problem.
After walking outside and finding no staff whatsoever to help me, I called Super Shuttle again, only to find out after talking to three separate agents that my shuttle would be an hour in coming. The Super Shuttle website says that they have "vans waiting close by in a “holding lot” near the airport, just minutes away...There is a short wait time while we route you and assign your van, and for your van to travel to your terminal." I do not consider one hour to be anything close to "a short wait."
Furthermore, the customer service is atrocious. The representatives that I spoke to when I notified Super Shuttle of my flight delays did not give any indication that my late arrival would be any kind of problem. The agent who informed me that my shuttle would take one hour to arrive simply said "Sorry" and did not even offer to cancel my reservation with a refund until I explicitly asked for it.