SuperShuttle
Reviews and Complaints

Made reservation for son to be picked up at Loyola College, Baltimore Md and taken to airport Nov 21 and saw pick up was at school book store, once reservation was confirmed and did not note pick up location I called to confirm and was told yes at school book store, My son texted me to say he rcvd text saying they were waiting at Campion towers (which was his dorm!) So he went to book store for no reason due to wrong info given! Dylan Wilsberg Conf # 2372666 Was a waste of time and inconvenience for him to take suitcase to book store and wait when he could have stayed at his dorm (Campion) for pick up had had we been given correct info!Should compensate on price paid for inconvenience! we have a return pick up as well on Sunday Nov 26 at Baltimore airport and being taken back to Loyola College flight 6655 Southwest arriving at 3:30 I hope there are no more surprises! He should be dropped then at Campion towers (his dorm) and I'd like confirmation on airport location of pick up and time allotted!

I ordered 2 rides from your company on Thursday 24th, one of which was for 2 people going to LAX the other ride I tried to order was for 4people going to Sante Monica. We received confirmation for the LAX ride but was told that the ride going to Sante Monica was unavailable for the time I had requested. I received no confirmation for this ride, so my husband asked our hotel to order a ride for us. Unfortunately 2 buses turned up and both had taken the money from our account. We used the company that had confirmed our booking. I believe I am entitled to a full refund as I had no knowledge without confirmation that super shuttle were indeed sending a ride.
Ann Neill

I use Super Shuttle often. I made several bookings and made a mistake on the date I wanted to travel - I requested Super Shuttle from Tampa Airport on 08/08/2017. When I realized my mistake I wrote Super Shuttle and asked them to change. I did NOT receive a response. If you check your e-mail traffic you will find my e-mail requesting change. I called today asking why I did not receive a response and was rudely told by your employee that I should have called not e-mailed. I am asking for my US $28 refund credit back to my American Express card because I certainly e-mailed well before the booking
for 08/08/2017 which was the WRONG date (my error) but I made an honest attempt to rectify. I have now had to rebook for the right date which is tomorrow 10 August, same flight information etc, but have had to pay another $28. As a long time user of Super Shuttle I expect better service than this. Thank you for a timely response. Ianthe Kate Veeder

June 30, 2017, the driver arrived over 20 minutes late. His arrival should have been 4:31 pm through 4:46 pm. He arrived at 5:05 pm and had to rush in and out of traffic to get me to BWI late within the 2-hour window. He never apologized for being late and seemed not to care. I want a full refund for that portion of my fare. I was not satisfied with the part of the airport service at all. This was the pickup leg from my apartment. Confirmation number: 8710563

To whom it May Concern,

I am writing concerning the misbehavior of one of Supper Shuttle employees at the LAX airport on July 4, 2017. At around 10:15pm, last night, I approached the attendant at the Supper Shuttle stop near the arrival gate-- 7E, at lower level, to ask if I could purchase 5 tickets for a one-way trip to San Diego. A young African American woman in blue (supper shuttle) uniform was standing at the counter, chatting with a women (also African American). They were laughing and chatting. I waited a minute—not sure if I needed to wait there, or had to go to the office to purchase tickets. She continued chatting, ignoring me. To be sure I was in the right place, I politely stepped closer to the podium and said, “Excuse me, ”

Before I finish my sentence, she snapped at me yelling, “Don't you see I am in the middle of a conversation, Missy?” I was shocked by her rudeness but ignored her; looked at the woman she was talking to and said to her “I am sorry to interrupt you, do you mind if I ask a quick question?” The supper shuttle employee snapped again, “No, I am not going to answer your question.” I got in line behind that customer ignoring her rudeness, again. She mumbled something about me continued to show the woman something on her phone. I noticed that she was not helping a customer, she was having a friendly conversation with that woman and she was sharing a photo or something on her phone. Being pressed by time, I didn't think this woman was going to answer my question any time soon. I told her that she was wearing the supper shuttle uniform, but she acted like a street person. I would make sure to report her. She attacked me with profanity. I have never heard such profanity and foul language in my life. She shouted at me with a ghetto attitude loudly screaming, “ Your mama is a hore, you mother [censor]er. Get out of my face. No service for you, you mother [censor]er. Get the [censor] out of here. I will not let you in the shuttle. No service for you.” She continued poking her long fingernail towards me.

Passengers standing and passing by heard her. I felt embarrassed, shocked and scared. I turned on my telephone camera and told her that I was recording her. She shouted, “I don't give you the permission to record me”, and at the same time started to record me on her telephone-- while covering her face with an iPod/notebook. She then walked away and few minutes later reappeared with a man pointing at me as she was talking to the man. I felt uncomfortable and unsafe—never had such unsafe feeling in public before. I walked back towards gate 7F where I saw an airport police vehicle, flagged him and informed the officer about the incident and the unusual behavior of the supper shuttle employee. The officer (office DeBoise) spoke with the woman. It took a while and I was pressed for time. My team members had hired another shuttle service and we had to leave. The officer informed me that I could press charges against her by going to the police station the next day.

Since I am on a business trip, I am not able to travel back to LA to file charges, but I will on my way back. Meanwhile, I am writing to file my complain against this employee of supper shuttle for insult (poking her finger to my wrist) and abusive language-- causing me fear and unnecessary stress and embarrassment in public, with the supper shuttle customer care office. This woman is liability for your company. In addition, Supper Shuttle loses business because of her rude and vicious manner towards customers. Last night, we paid a few hundred dollars to another company (LA to San Diego), because she did not care about our business and chased us away.

As a professional and executive of a prestigious organization I would like to share my terrible experience with supper shuttle management BEFORE I share the video of the supper shuttle employee cursing a customer, using profanity, in social media. Obviously, once the video goes viral many people who travel to LA or else where may think twice about supper shuttle.

I hope Supper Shuttle realizes that this employee caused the company loss of business from 5 individuals who know hundreds of other people and will share this story with them.

I thank you for reviewing this case and taking appropriate action. Attached is a copy of the video and pictures of the employee poking her finger at me.

Many thanks for your attention to this important matter.

Sincerely,

Z Kashanian

Hello my name is Angela Tang, i had a reservation on july 16 2017 from crown paradise hotel in cancun to the airport. The guy driving the super shuttle asked me where i was headed to. I told him to Los Angeles but the airline that i'm flying with is Aeromexico because i have a layover in mexico city . I was supposed to be dropped off in terminal 2 and i was left on terminal 3 which cost me $30 for a taxi to take me to terminal 2.

My name is raquel rush, I was scheduled to be picked up (me and my son) from my house to lax on june 7th, 2017, (Confirmation #8288168) between 3:55pm-4:10pm (I received a text message on june 6th confirming the above (See attached picture).
On july 7th at about 2:55 pm, jus t 1 hour before my pick up time, I received a call from the dispatcher jason (Phone # [protected]) saying that they didn't have a shuttle that could take me to the airport, and that I need to find a way to get there myself, I explained to him that I live 80 miles away from the airport and that I didn't have anyone or another alternative to be taking to the airport to catch an international flight with such a short notice and that super shuttle had to find an alternate solution and send someone to take me. He said that was nothing he could do because he didn't have any drivers willing to drive to loma linda, but super shuttle would refund my payment (What they did).
This is completely not acceptable, I contracted your services and was s depending on it! You can not call me 1 hour prior to my pick up time and expect me to find a ride to the airport. This is unheard of!
Because of your misconduct, I almost missed my flight! This caused me and my autistic son extreme stress, I was shaking so much and my blood pressure was so high that I thought I was going to have a heart attack!
I am expected to be compensated more than just refunding my payment for all the stress and inconvenience your company caused me and my son.
I hired your services for your reputation and i'm completely disappointed with the way you handle your customers. This is not a game, you have to have more consideration for people's lives and their schedules.
You can contact me at [protected] or by e-mail: [protected]@aol.com
Thank you

Driver Isaac arrived to my house at 0420 which is my pick up time. As I'm walking out the door at 0425 this guy is calling me saying where are you, you're pass your grace period! I said sir, it's 0425 and I'm outside walking towards you. He then goes on to say, well if you're not here I'm leaving you! First off it's 4 im the morning...why are you acting so rude and nasty! This needs to be addressed asap because if you have no customer service skills and you're this nasty this early in the am then you need to find employment elsewhere!

If you are thinking of using SuperShuttle then think again and better don't, they are the most unreliable company ever and I almost missed my flight because of them.
I was waiting for my shuttle but it never came and when I contacted their customer service I was told that my reservation was cancelled!
I could not believe that! I had only 3 hours left and I was stuck in the center of the city with all my luggage.
I was lucky that the hotel manager managed to help me out and called a taxi.
Later, I contacted SuperShuttle again and asked for my refund and they only said that someone will contact me back later regarding that matter, but that was just a lie. I will never use them or recommend, far the worst company ever!

I reserved two trips before leaving for Los Angeles for medical treatment. Both times the drivers could barely speak any English but had "attitudes" due to their lack of fluency in the language. They got mad at me and the other passengers because they could not understand or explain simple questions.

On 4/17/17 I received a survey which I filled out and I wrote: "Please hire drivers who can speak English". I rec'd an answer that same day, signed by Amy W. from "Customer Care Manager Lead" which reads: "I have submitted a credit for the amount of $15.30 to be refunded back to your credit card. Our credit cards refunds are processed within 1 business day. Depending on your financial institution, it may take 5-7 business days to post to your account."

On 4/28 I replied saying that I rec'd no refund & to date 5/2/17 I rec'd NO refund. Also, when you call to make a reservation I get foreigners who can't speak English so I'm on the phone longer than necessary and now I make the reservations online.

I was not told there were two prices for transport.
One ride was private at $60.00 and a group ride for $26.00.
I was only told that the fare was $60.00 and no option was offered to me.
Now I understand why Uber is beating out all these other companies based on their transparencies. Shameful as I am an elderly woman traveling alone.
No more Super Shuttle Blue Van for me.

My daughter was schedule to be up from school between 12:45pm - 100pm on 12/10/2015. I called the CS and they place a call to dispatch, just to notify me that the driver was there at 12:35pm and a call was place to my daughter cell phone. Stay with me now! The security gate stated no one from super shuttle was present at 12:35pm. My daughter did not rec'e any call from super shuttle and I was immediately transfer to another CS when they KNEW they did no have her contact information on file. I found this out through the refund department! My daughter had to take a cab... 1 hr. before her schedule flight and you know how ATL security checkpoint is about this time! In order to get her home, I will have to pay for an FRIST seat, because all the afternoon flights are sold out! I have notify the school transportation department about this lying driver and un-professionalism from super shuttle.

Reliability and Customer Service: Grade D-
Outbound trip to airport was reserved, confirmed twice. Pickup was 1 hour late.
Return trip from airport was reserved 3 weeks in advance, confirmed same day. Super Shuttle had no van available to take me home.

Completed two online customer surveys on the company website. NO follow-up by the Super Shuttle.
Contacted Super Shuttle Miami. Person said they would investigate and get back to me the next day. No response from the company after two weeks.

If you need a reliable, hassle-free shuttle/taxi/limo to/from the airport, Super Shuttle can't help you. They are the WORST!

Company dishonest in practices; We where told too lye on more than one occasion to get the sale. My passenger had waited for a van over 35 minutes, picked you was 10 miles from the airport and was turned back to get more passengers. when the man complained about the service, My boss turned it around on myself and i was fired for being honest with the customer. Then denied unemployment for missconduct. All for being honest. This company makes its money from the drivers not the customers so if the passengers have to wait 35 minutes longer because the van they where to get got sold out from unger them and the driver does not want to leave with out a full van so it takes the passenger 2 or 3 hours for a 35 min ride. I had 2 wittness that said they was not displease with MY service, but the companys service. yet I was fired for it and denied unemployment. I had filed a complaint with my Human resources. was offed to let me quit . I said I wanted to give great customer service with out fear of being fired. I was fired one month latter.

I scheduled a pickup at my hotel at 2:45pm to go to the Baltimore Airport on 9/10/10. The driver showed up 25 minutes early and when I wasn't outside, he left. I received a call from the dispatcher at 2:45 pm indicating that the driver left. I told him that I was at the red light in front of the hotel and would be there in seconds. He said he would send the driver back. At 2:50pm, I was standing outside with my luggage and the van pulled up. The driver got out of the van and was very angry and rude. I told him that my pickup was for 3:00pm and he kept yelling at me that it was at 2:45pm (it didn't matter either way because he left before 2:40pm). He yelled at me and said, "are you getting in or what?" I said, "with that attitude, no, I am not getting in." As a woman, I am not going to get in a car with some strange man who is acting like a maniac. He threw my luggage out of the van and took off. I went inside the hotel and they called me a cab. I then placed a call to Super Shuttle and told them my situation. They assigned me a ticket number and said someone would call me in 5-7 days. Are you kidding me? I emailed the website and then called on 9/14/10 when I hadn't heard from anyone. I had prepaid my fare so I was trying to get refunded. In addition, I paid twice as much for a cab. The customer service person put me on hold for 10 minutes and then returned to tell me that my case had been assigned to someone who would call me in 30 min. I received a call back from an incredibly rude woman (Tamesha I believe her name was). She proceeded to tell me that she could not refund me because I left. It had nothing to do with how badly her driver treated me. The fact that I left, was my fault. I was furious. I asked her to switch me to a supervisor, and she said no one was available. I am telling you if I could've gone there in person to resolve this, I would've. People are so brave over the phone and on email but its a different story in person. I have now sent a certified letter to the CEO of the company. Hopefully he will do the right thing. I would avoid this company at all costs. From the driver to customer service to managers, their attitudes are all the same. The customer is never right.

I reserved round-trip transportation for my trip to Houston. However, for my return trip to the airport, the van never showed up. I called customer service and was on the phone for almost an hour and was kept on hold while the customer service rep was allegedly locating the van, locating the local dispatcher, locating a supervisor...none of which were secured. I ended up taking a private taxi only to miss my flight. As a result, I have to spend the night in the airport, fly standby for a return flight, get home a day later and miss client meetings.

After 120 minutes waiting pick-up service, I decided to cancel and the customer service said that I would receive money back in my credit card on the next 3 bussiness days and till today I didint receive yet.
Apos ter aguardado por mais de 120 minutos ser apanhado pela empresa Shuttle Service no aeroporto de Newark, solicitei canclemaneot a me avisaram que receberia o dinheiro de volta em tres dias uteis e ja se passaram mais de 20 dias e não recebi nada até agora. Um absurdo!

I have travelled on one of the Super Shuttle Service minibus on the 26th of November from Newark Airport to Manhattan.
On this trip I left my camera on the car itself.
I called the day after (27th November) their "Administrative office" [protected] and after explaining the whole story about 12 times and being re-directed to the same number of people I got hold of a lady who informed me that they had found my camera and that it would be delivered to my hotel within an hour.
The camera never arrived. Starting from the day after, I have been calling EVERY DAY at ANY TIME of the day but I always got redirected to a voicemail, regardless of which options I tried to select. I am back in Italy now and this calls are costing me a fortune but I have some pictures I am really attached to so I keep insisting.
Out of dispair, I called their sales office, sure they would pick up the phone there: "Sarah" did pick up the phone, but she hang up while I was telling my story.
I ran out of options, but I cannot get hold of any complaint office or email address... Any idea anyone?
It's the first time ever I receive such a poor and imbarassing service... no serious company can be behind this Shuttles!

In September 2009, I traveled to Houston, Texas. I made all my arrangements through Travelocity. I booked my flights, hotel and transfers through them. The only shuttle service offered was Super Shuttle, so I booked transfers both from the airport to my hotel on September 11 and from my hotel back to the airport on September 13. Everything was prepaid, and I printed out both of my vouchers for Super Shuttle transfers. I arrived at Houston's George Bush Intercontinental Airport on September 11 and after presenting my prepaid transfer voucher was taken to my hotel. Nothing at all was said to me about there being any problem. In fact, there were other passengers in the shuttle van who were going even further away than I was. I was the first passenger dropped off.

When I phoned Super Shuttle on September 12 to see what time they would pick me up the next morning, the girl who answered the phone at first said she had no record of my reservation, even though I provided her with my confirmation number, which was Confirmation #: [protected] & [protected]. She then informed me that she was sorry but that I was "out of their area." After a moment of shock, I informed her that I didn't see how that was possible, as her own company had just transported me to the same hotel just one day earlier. She just kept saying that I wasn't in their area and there was nothing she could do. I was very upset, of course, and asked why, then, they had accepted my money if they didn't plan to honor the implied contract. After sounding rather annoyed, she finally told me, "well, let me see what I can do." She put me on hold and never came back. I waited on hold for 15 minutes, then finally gave up. I had to arrange for and pay for alternate means to get back to the airport.

On September 17, I sent an email to Super Shuttle relating all of the above. I received absolutely no response whatsoever. Needless to say, I am furious and will never use this company again. I strongly urge you to advise anyone inquiring about this service to look elsewhere, and I will tell everyone I know never to use Super Shuttle. Thank you.

Wendy Dunford
305 Breckingridge Drive
Ladson, SC 29456
[protected]
[protected]@gmail.com

I've been a customer of Super Shuttle since Sept after using them when my mother visited where I began to first experience their seeming lack of professionalism. My mother's flight departed at 5:55pm, her 'call time' was btw 2:30 to 2:45. There were no traffic issues. The driver began calling us at 1:30 to say they were on their way. I ignored the first few calls then answered at 1:45 to say we would be home by 2, where the driver was already waiting for us. I rushed my mother on her way, she was gone by 2:15. She arrived at the airport @ 3 where she waited till 5:55 for her flight:-/ On top of that, I prepaid for her ride however the driver requested payment from her and I later complained since I was charged double, and received an apology and a refund.

For Thanksgiving I used them again. My flight time was 9a.m., they gave me a call time of 5:30-5:45a.m. (because they insist on having U there 2 hours early). I live in Times Sq and was traveling to Detroit out of Newark. The driver calls me at 4:27a.m. to say he was on his way, I complained and delayed him till 5:15 where he picked me up and had me at the airport by 6a.m. There was no traffic, no delays, I was 3 hours early. He also, despite my given authorization to use my credit card from SS, refused anything but cash, resulting in a complaint and later an add'l refund of $3.15 the unauthorized tip that was charged to my card. I was offered many apologies. So upon traveling this Xmas I chose to use them again. I called the reservation agent and explained how I didn't want to relive my former experiences, that she duly noted, apologized and comforted me about and guaranteed would not repeat.

My flight leaves @ 8pm, I told her, Since it only takes 20 min from Times Sq to JFK, we'll give him more time for possible traffic but I don't want to get to the airport before 6pm. Each time I've traveled and when my mom traveled, we both got to the airports in less than 45min. Super Shuttles reservation agent claimed the entire ride shouldn't be more than an hour maximum and she recommended a call time of 5 to 5:15pm I asked (looking back at last experiences and noticing they ALWAYS came early) if she could make sure that he didn't come before 5:15pm. She agreed that it was no problem and that she would make sure that the driver called before he came and wouldn't come earlier to make sure I didn't get to the airport before 6p.m. The driver didn't show up until 5:45pm. He didn't call, he just showed up.

He had 4 other passengers and claimed he had 4 more stops. He drove very slow as if unsure of his direction and often had to make U turns or came to a stop to check. He picked everyone up by 6:05 and we were driving thru Central Park by 6:15 in an over stuffed shuttle thinking we were on way to airport. Had he hit the highway, we were 20mins away. He drove slowly thru Manhattan Central park to 147th street to 72nd/York as if lost. By 6:40 I called the offices to report his driving, they comforted me as they radio him where he constantly told them 20mins. I stayed on the phone giving play by plays of what he was doing. A dispatcher told me if I missed my plane they would reimburse me and my travel expenses, ..the driver got me to my gate @ 7:45, I missed my first visit with my mother in 8 years!

My ticket was non refundable, the new rates are $900+ and Now Super Shuttles after putting me thru the hoopla are saying they won't cover expenses that I traveled at my own risk. I'm trying to dispute it to get them to get me a ticket home for Xmas and they're constantly giving me voicemails and no help!