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2.2 43 Reviews

SuperShuttle Complaints Summary

13 Resolved
30 Unresolved
Our verdict: Engaging with SuperShuttle, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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SuperShuttle reviews & complaints 43

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ComplaintsBoard
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11:23 am EDT
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SuperShuttle scam and lies

Well, After I got my bag from baggage claim, I made my way to the ground transportation at Laguardia. I called SS from the courtesy phone and was told 20-25 minutes. That time had passed and no one showed up. I called again to get a BS explanation about how the van was having problems and they were getting another one so about 10-15 more minutes. This time had passed and no van. So I called back and was told the driver was at 'the other terminal' and would be right there. Obviously lying thru his teeth. Well, 'right there' had passed and it was about one hour now. I called again and got 10-15 minutes again for an answer. Of course at this point I am fuming. I called back and the dispatcher was getting annoyed at me for calling. I called the 800 number for customer service and was put on hold for a dispatcher. After waiting several minutes on hold, I was 'put through' but was immediately disconnected with no words spoken. Ok, so the van finally shows up about 1 hr and 40 min later. The driver never greeted me, never apologized, but just asked if I was 'John Doe' and proceeded to put my luggage in the van. Then we proceeded to JFK to pick up several other people. And then it hit me... they were just stalling me so they can do all the pickups with the one van. So I was waiting since 8:30pm and got home at midnight. This has taught me something though... I have choices and WILL NEVER EVER use Stupid Shuttle again. Treat me like that once..shame on them... treat me like that twice... shame on me.

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Connie Michalik
, US
Jun 11, 2023 9:38 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Super shuttle no longer provides handicap van service, which I believe is a violation of ADA. How are handicapped people supposed to get to the airport? I have used super shuttle many times in the past and they used to have vans with lifts, what happened?

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EjleeIn
, US
Aug 21, 2018 1:42 am EDT

Website entered address & I entered my pickup location after. At pickup time, they refused to pick me up or even work with me. Spent $100 to get from midtown to Newark Liberty International. Never use them again. My 1st use, they came 20min early, no texts indicating early arrival

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Celia
,
Oct 29, 2008 12:26 am EDT

SuperShuttle left me stranded at JFK airport when I landed in NYC on 10/26. I called them while picking up my luggage at 1:30am, to find out when a van would be picking me up. They told me 30 minutes, but 40 minutes later I was calling them to inquire the whereabouts of the SS van: the customer rep said the van got a flat tire, it was fixed and he'd be at my destination in 10 minutes...

Fifteen minutes later, I'm calling trying to find out if a van was actually going to pick me up, and THIS rep said he could not get in direct contact with the driver, so there was nothing else he could tell me except to wait.

By 3:00am, I was at my wit's end. An hour and a half had passed and NO SS VAN! I gave in and took a livery cab ($60), getting home at almost 4:00 in the morning!

As a woman, I did not appreciate being stranded by this shuttle DISservice at the airport, being practically the only traveler waiting for transportation and getting home at such a desolate hour. I, as well as my family (who waited up all night for me) were concerned for my safety.

I'll never travel with SS again and will be sure to discourage anyone else from using them.

ComplaintsBoard
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6:32 am EDT
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SuperShuttle scam and cheating

I booked Super shuttle to Houston Hobby Airport, but the driver took me to IAH Airport. Since I am not aware of the road, I was in impression that I was going to right airport. The driver least co-operated when I asked him to take me back to the Hobby Airport. He asked me to book another shuttle even though I had to board a flight in short time. I ended up traveling in taxi.

As a process, when you book super shuttle on phone, they ask you the Flight details, based on which they identify the airport. Moreover, I had already mentioned the right airport on phone however everything ended up in vain due to lack of call handling by super shuttle.

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ComplaintsBoard
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5:13 am EDT
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SuperShuttle horrible experience

I reserved round trip travel to/from my house and den. I’ve never used airport shuttle services before, and was looking forward to an easy, organized and stress-free ride. Unfortunately, ss turned the first few hours of my vacation and the last few hours of my vacation into a difficult, chaotic and stressful time.

I requested pickup in the window of 3:10-3:25. On the instructions ss reminds the customer they must be ready and waiting at exactly 3:10. At 3:30, no van. At 3:45, no van. We called ss, waited on hold for a while, and they insisted a van would be at our house in “6 minutes.”

At that time, we requested a credit or a discount for their late arrival time. Ss refused. We then asked that at least the $5 tip could be refunded, but ss refused. They did, however, claim that they would reimburse us for the cost of our flight if we missed the flight.

At 4:10, the van arrived. Per the driver, he had just been called/dispatched, and had no idea that we were upset or in a rush to make our flight. We arrived at the airport on time, but only after a white-knuckled, all out, pedal-to-the-metal race to the airport.

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Contact SuperShuttle customer service

Phone number

1 800 258 3826

Website

www.supershuttle.com

Most discussed SuperShuttle complaints

scam and lies
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