I had a horrible experience with Super Shuttle and just want to warn everybody. On 6/20/16 I requested (and paid for online) a transfer from my home in Brentwood to the LAX airport. The arranged date and time was for 6/21/16, between 7:45 and 8 AM. To my surprise the driver arrived early, at 7:10 AM and at the same time I received text messages that the driver is there, waiting for me. I told the driver that he was early and that I wouldn’t be ready until 7:45 AM. He became immediately upset and acted very strange and disrespectful. Evidently he wanted me to get on the van immediately. I was supposed to be the first passenger, so I would assume that he had too many passengers for that ride and that must have been the reason that tried to start early, all of which was not my problem.
When I left my home exactly at 7:45 AM the driver was gone! I could not believe my eyes. He had disappeared! I called the Super Shuttle number and received a call center in Phoenix Arizona that transferred me to an automated message of the local Los Angeles office, where I had to hold for more than ten minutes without getting a live person on the line. Thereafter I called several times and encountered the same scenario, no live person no matter how long I was holding. Finally, time had been running out and I called a taxi. The entire experience put me into a horrible situation and stressed me out totally without any fault of mine. This was an overseas flight and of course time was of the essence. I nearly missed my plane.
I only can say that those people at Super Shuttle don’t have any respect for their customers. They seem to have a monopoly, as their competitor Prime Time Shuttle has also very bad reviews. Evidently they treat their customers like garbage. DON’T USE THEM!
I would never recommend Super Shuttle. They are inefficient, unprofessional and more importantly … not trustworthy. Last week, I had several problems making my reservation without it stating that they could not guarantee me I would make my flight on time. It took an operations supervisor to override the system and send me a manual reservation. Then on my return trip, I called at 8:00pm to say that our flight had a five hour delay and would not be into Reagan National Airport until 1:00am. Although they don’t normally pick up anyone after 10:00pm, they said dispatch was aware of the delays and would pick us up. They even sent me a confirmation via email so I did not make alternate arrangements. Of course, when I got in, they were not there. When I asked for Dispatch and then an operations supervisor, I was told that no one should have made that commitment and that no one would pick me up. Since several flights were delayed, we had to wait in a long line for a taxi. There are not that many at 1:00am. Don’t waste your money. Take a cab or other shuttle service. I will never use them again.
Well, I finally heard back from your customer care dept. They graciously gave me a refund for the ride I did not get. They said they would pay the difference from the taxi price and theirs if I could show the deletion of the gratuity. Are you kidding? I did not get a single email for your services that did not ask me for a tip to the drivers ... but you don't want to pay a taxi tip ... who picked us up at 1:00am? What about our stress and inconvenience. Not part of your terms I heard. Jet Blue gave us a credit equal to our flight plus $50 for our inconvenience just for being late, not stranded. They understand Customer Service, your company does not.
Anyone who has to be somewhere, don't us Super Shuttle. Pay a few extra dollars and get dependable service from taxi's and or Uber
Please do not do bussiness with this company, they are not serious, you will pay money in good faith and entrust them with your life and your property, all the while they make you sign terms and conditions in which they do not take any kind of responsibility for anything! They should be avoided! Get a cab, get an uber, rent a car to get to the airport, drive yourself and pay for parking, but avoid Super Shuttle! Read on for an example as to why.
I was picked up to go to the airport at 3:30 AM for a 7:00 AM international flight. There was one other passenger in the van. The driver put my luggage in the trunk, then asked if she could use the bathroom. I let her into the apartment building, then showed her where the common room and restrooms were. 5 minutes later, we were on the road to the airport. We got to the airport, the other passenger got off first. When it was my stop, one of my suitcases was missing. When questioned, the driver maintained that she definitely put it in the trunk, and she definitely didn't give it to the other passenger or put it on the curb at the airport. Her defense was that the doors to the trunk must have opened and my luggage must have fallen out.
I proceeded to alert all the possible authorities (airport, police, road patrol etc.) and made the driver go back to the other terminal to verify the suitcase wasn't at the curb, back to my apartment building to verify the suitcase was not left at the curb there, and back to the airport on the same route to check whether my suitcase wasn't on the road somewhere. The suitcase is not found.
Once back at the airport and after checking in for my flight, the Super Shuttle desk there was finally open (at 6:00 AM) and I went in to make a complaint. The person at the desk assured me that the driver was not allowed to leave the van unattended to go to the bathroom, much less with passengers inside, and that if my suitcase was stolen as a result of that, or through driver negligence fell out of the trunk, the company would reimburse me for my loss.
I went on my trip, and used my layover times to follow up with the police, Super Shuttle (who merely filed a "lost and found" case), and my insurance company, who fortunately would reimburse me for my loss (minus a sizable deductibe, but at least someone would reimburse me most of my loss). I got to my destination and spent the next 2 weeks looking for and buying Christmas presents AGAIN for my extended family (because all of the ones I had previously bought were in the disappeared suitcase) and making lists of every item in the suitcase and its value for the insurance company.
I got back home in the U.S. after the holidays, found a check in the mail from my insurance company for the loss minus the deductibe, and nothing from Super Shuttle. I called Super Shuttle to follow up on the case, and they promptly told me they had not found my suitcase. Of course not, it was either stolen by someone in cahoots with your driver, or it fell out of the van while your driver raced over the speed limit with the trunk door not properly locked!!! They also proceeded to tell me that they are not responsible for any piece of luggage according to their terms and conditions, and their drivers are independent contractors and in their contracts are not responsible for luggage either. When I proceeed to ask who is responsible for passengers luggage, I was told "the passengers themselves". While I think those terms and conditions cover them for cases when the passengers themselves forget things in the van, I refuse to believe it covers them for gross negligence as is the case above. I will never ever use Super Shuttle again, and would advise anyone to avoid them at all costs and not keep this sorry excuse for a transportation company in bussiness any further!
Super Shuttle had a reservation and told two fares to wait 30 minutes to be picked up. After waiting 40 minutes told that "there was a problem with Super Shuttle" and they had to take a cab. Super SHITtle was going to be $44. Cab closer to $100. Called customer service at Super s**t tle to complain. B**** asks "what is the last name?" "I don't know" "You don't know your son's last name?" "He isn't traveling alone! I have no idea whose name the reservation is under!" Wouldn't give me her supervisor, wouldn't answer the question as to who was supposed to be picking this group up.
No wonder Uber is kicking it at PBI. Super S*** tle once again screws up.
SuperShuttle Reviews
I had a horrible experience with Super Shuttle and just want to warn everybody. On 6/20/16 I requested (and paid for online) a transfer from my home in Brentwood to the LAX airport. The arranged date and time was for 6/21/16, between 7:45 and 8 AM. To my surprise the driver arrived early, at 7:10 AM and at the same time I received text messages that the driver is there, waiting for me. I told the driver that he was early and that I wouldn’t be ready until 7:45 AM. He became immediately upset and acted very strange and disrespectful. Evidently he wanted me to get on the van immediately. I was supposed to be the first passenger, so I would assume that he had too many passengers for that ride and that must have been the reason that tried to start early, all of which was not my problem.
When I left my home exactly at 7:45 AM the driver was gone! I could not believe my eyes. He had disappeared! I called the Super Shuttle number and received a call center in Phoenix Arizona that transferred me to an automated message of the local Los Angeles office, where I had to hold for more than ten minutes without getting a live person on the line. Thereafter I called several times and encountered the same scenario, no live person no matter how long I was holding. Finally, time had been running out and I called a taxi. The entire experience put me into a horrible situation and stressed me out totally without any fault of mine. This was an overseas flight and of course time was of the essence. I nearly missed my plane.
I only can say that those people at Super Shuttle don’t have any respect for their customers. They seem to have a monopoly, as their competitor Prime Time Shuttle has also very bad reviews. Evidently they treat their customers like garbage. DON’T USE THEM!
I would never recommend Super Shuttle. They are inefficient, unprofessional and more importantly … not trustworthy. Last week, I had several problems making my reservation without it stating that they could not guarantee me I would make my flight on time. It took an operations supervisor to override the system and send me a manual reservation. Then on my return trip, I called at 8:00pm to say that our flight had a five hour delay and would not be into Reagan National Airport until 1:00am. Although they don’t normally pick up anyone after 10:00pm, they said dispatch was aware of the delays and would pick us up. They even sent me a confirmation via email so I did not make alternate arrangements. Of course, when I got in, they were not there. When I asked for Dispatch and then an operations supervisor, I was told that no one should have made that commitment and that no one would pick me up. Since several flights were delayed, we had to wait in a long line for a taxi. There are not that many at 1:00am. Don’t waste your money. Take a cab or other shuttle service. I will never use them again.
Well, I finally heard back from your customer care dept. They graciously gave me a refund for the ride I did not get. They said they would pay the difference from the taxi price and theirs if I could show the deletion of the gratuity. Are you kidding? I did not get a single email for your services that did not ask me for a tip to the drivers ... but you don't want to pay a taxi tip ... who picked us up at 1:00am? What about our stress and inconvenience. Not part of your terms I heard. Jet Blue gave us a credit equal to our flight plus $50 for our inconvenience just for being late, not stranded. They understand Customer Service, your company does not.
Anyone who has to be somewhere, don't us Super Shuttle. Pay a few extra dollars and get dependable service from taxi's and or Uber
Please do not do bussiness with this company, they are not serious, you will pay money in good faith and entrust them with your life and your property, all the while they make you sign terms and conditions in which they do not take any kind of responsibility for anything! They should be avoided! Get a cab, get an uber, rent a car to get to the airport, drive yourself and pay for parking, but avoid Super Shuttle! Read on for an example as to why.
I was picked up to go to the airport at 3:30 AM for a 7:00 AM international flight. There was one other passenger in the van. The driver put my luggage in the trunk, then asked if she could use the bathroom. I let her into the apartment building, then showed her where the common room and restrooms were. 5 minutes later, we were on the road to the airport. We got to the airport, the other passenger got off first. When it was my stop, one of my suitcases was missing. When questioned, the driver maintained that she definitely put it in the trunk, and she definitely didn't give it to the other passenger or put it on the curb at the airport. Her defense was that the doors to the trunk must have opened and my luggage must have fallen out.
I proceeded to alert all the possible authorities (airport, police, road patrol etc.) and made the driver go back to the other terminal to verify the suitcase wasn't at the curb, back to my apartment building to verify the suitcase was not left at the curb there, and back to the airport on the same route to check whether my suitcase wasn't on the road somewhere. The suitcase is not found.
Once back at the airport and after checking in for my flight, the Super Shuttle desk there was finally open (at 6:00 AM) and I went in to make a complaint. The person at the desk assured me that the driver was not allowed to leave the van unattended to go to the bathroom, much less with passengers inside, and that if my suitcase was stolen as a result of that, or through driver negligence fell out of the trunk, the company would reimburse me for my loss.
I went on my trip, and used my layover times to follow up with the police, Super Shuttle (who merely filed a "lost and found" case), and my insurance company, who fortunately would reimburse me for my loss (minus a sizable deductibe, but at least someone would reimburse me most of my loss). I got to my destination and spent the next 2 weeks looking for and buying Christmas presents AGAIN for my extended family (because all of the ones I had previously bought were in the disappeared suitcase) and making lists of every item in the suitcase and its value for the insurance company.
I got back home in the U.S. after the holidays, found a check in the mail from my insurance company for the loss minus the deductibe, and nothing from Super Shuttle. I called Super Shuttle to follow up on the case, and they promptly told me they had not found my suitcase. Of course not, it was either stolen by someone in cahoots with your driver, or it fell out of the van while your driver raced over the speed limit with the trunk door not properly locked!!! They also proceeded to tell me that they are not responsible for any piece of luggage according to their terms and conditions, and their drivers are independent contractors and in their contracts are not responsible for luggage either. When I proceeed to ask who is responsible for passengers luggage, I was told "the passengers themselves". While I think those terms and conditions cover them for cases when the passengers themselves forget things in the van, I refuse to believe it covers them for gross negligence as is the case above. I will never ever use Super Shuttle again, and would advise anyone to avoid them at all costs and not keep this sorry excuse for a transportation company in bussiness any further!
Super Shuttle had a reservation and told two fares to wait 30 minutes to be picked up. After waiting 40 minutes told that "there was a problem with Super Shuttle" and they had to take a cab. Super SHITtle was going to be $44. Cab closer to $100. Called customer service at Super s**t tle to complain. B**** asks "what is the last name?" "I don't know" "You don't know your son's last name?" "He isn't traveling alone! I have no idea whose name the reservation is under!" Wouldn't give me her supervisor, wouldn't answer the question as to who was supposed to be picking this group up.
No wonder Uber is kicking it at PBI. Super S*** tle once again screws up.