SuperShuttle
reviews and complaints

Based on multiple customer reviews from different platforms, it is evident that SuperShuttle has a concerning track record of unreliability and poor customer service. Customers have reported instances of missed pickups, long delays, unprofessional behavior from drivers, and even being left stranded without any assistance. One customer mentioned being left waiting for hours at the airport with their family, while another highlighted the lack of care for a vulnerable young woman left stranded. These experiences showcase a pattern of negligence and disregard for customer well-being. It is clear that SuperShuttle's operations have led to significant inconveniences and even potential safety risks for customers. Considering the serious nature of these issues, it is advisable to explore alternative transportation options to avoid similar negative experiences.

I was told by the attendent at LAX that I could pay the shuttle service with the driver in either cash or credit card but when It came time to pay the driver demanded cash which I managed to scrape together. He continued to say I should have gotten cash at the airport although I was told by the shuttle staff that checked me in that it was not necessary. When I did not tip since he had taken all my cash he refused to give me a receipt and basically called me a liar. The ride was fine and I would have happily paid and given a tip with the credit card, Lucky that I had the cash to cover the trip.

We all have seen these blue shuttles taking people to and from the airport and they are a pretty good deal. Let me tell you the problem I had using it and maybe it can help you have a better experience with them. I tried for an hour to buy a ticket online and for some reason it wouldn't go through, but it took my credit card. I then called them and the lady on the phone was very nice and I paid using my credit card to make the reservation. She kept saying if I pay now rather than to the driver, I would get 2 dollars off the ticket. While 2 dollars isn't much, it is better than nothing, so I said sure. I get an email confirmation and I am thinking all is good. When I get off the plane and go to the supershuttle booth they say "where is your voucher?" I say voucher? I paid online. They give me a look of confusion. They insist on a voucher or they won't let me on the bus or I need to pay again. 30 min later after numerous phone calls to management they find I did indeed pay in advance and did not need a voucher. Moral of the story, if you use Supershuttle DO NOT PAY IN ADVANCE! Make the reservation and just pay when you get there like everyone else.

Super Shuttle is the cheapest way to get to the airport in most cities. AND they actually come to get you. I think the biggest downside is just that they often pick up a lot of other people so you might spend a while in the car. But they let you use your frequent flyer mile number when you book, and I've found them to be reliable.

We have had great service the Phoenix area, but when we got to Oakland it was terrible. We were told to get our luggage and then contact a [protected]@ 1 {415} 558 8500. We did just that. We waited for over an hour before the shuttle arrived, and then waited nearly another hour waiting for another passenger. We had already payed for the service so I did not want to hire a different cab or taxi to get us home, but I wish I had. The driver was very nice but was totally unfamiliar with Oakland and was getting his driving directions on a Garmin, which was OK but a little unnerving. When we finally got to our home address the driver stopped in the street and we got out. Our luggage and my cane were in the rear of the van. The driver off loaded the luggage but did not off load my cane. The driver made a U-turn and left before i noticed my cane was not there.

We arrived in Oakland at 2:10 PM and did not get home until nearly 5:00 Pm. I will use SuperShuttle again in AZ but not Oakland.

TOURISM TRANSPORT LIMITED
Doing Business As: Super Shuttle
Company Description:
Key Principal: GRAEME EDWARD DOBSON

1. I pre-paid SuperShuttle Share-ride service to be picked up from JFK Airport on Aug 1,2023, at 9:30am. The driver did not pick me up until 10:20am. After me, he picked up a family of five who he spoke to in Spanish.
I live on the upper west side of Manhattan (86th St), he drove past my area and took the Spanish family to 53rd and 10th Ave. I asked him why he went past my stop, and he tried to explain, "53rd St comes first?" What the hell? He is a brown skin Spanish racist. I understand some Spanish and he was favoriting them when I was the first customer picked up (he was late 40 min) and I live on the upper west side of Manhattan. You have to drive past 86 St to get to 53 St!

I have taken SuperShuttle/GoLink many times and the drivers come down the FDR and drop customers off going south strategically.
This horrible man went out of his way to please the Spanish family. I got out with them at the Days INN Hotel on 53rd St and took a cab home at 12:10pm ( my plane landed at (9:15am).
Supershuttle should do something about how this horrible man treatment me. He should be re-trained to respect all of SuperShuttle's Customers and not pull some bull that will hurt that company. They have lost me as a customer.
I cannot write what I really feel about this horrible experience out of respect for others.

Outcome
He owes me an apology and I would like that in writing and that he will never do this again to any SuperShuttle customer.

SuperShuttle should also put in a GPS system that strategically tells the driver who is to be dropped off first and not waste the customers' time or SuperShuttle's.
Caro A

2. SuperShuttle aka Go AirLink NYC has Spanish racist drivers.

I pre-paid SuperShuttle Share-ride service to be picked up from JFK Airport on Aug 1,2023, at 9:30 am. The driver did not pick me up until 10:20 am. After me, he picked up a family of five who he spoke to in Spanish.
I live on the upper west side of Manhattan (86th St), he drove past my area and took the Spanish family down to 53rd and 10th Ave.(westside of Manhattan) I asked him why he went past my stop, and he tried to explain, "53rd St comes first?" What the hell? He is a brown skin Spanish racist. I understand some Spanish and he was favoriting them when I was the first customer picked up (he was 40 mins late and I said nothing) I live on the upper west side of Manhattan near 86th St. You have to drive past 86 St to get to 53 St!

I have taken SuperShuttle/Go Airlink many times and the drivers come down the FDR and drop customers off going south strategically.
This horrible man went out of his way to please the Spanish family. I got out with them at the Days Inn Hotel on 53rd St and took a cab home at 12:10 pm ( my plane landed at (9:15 am).

Supershuttle should do something about this horrible driver who treated me badly. He should be re-trained to respect all SuperShuttle Customers and not pull some bull that will hurt that company. They have lost me as a customer. Horrible services and I am a New Yorker and I can tell when someone is trying to trick me and I spoke out and got out.

I cannot write what I really feel about this horrible experience with this driver on SuperShuttle out of respect for whoever reads this post.

Desired Outcome:
He owes me an apology and I would like that in writing and that he will never do this crap again to any SuperShuttle customer.

SuperShuttle should put in a GPS system that strategically tells the drivers who to drop off first and not waste the customers' time or SuperShuttle's.

Also, On July 31, the driver was an hour late and I almost missed my plane.

"SuperShuttle if you can't do the job, get out of the travel business and stop hiring Spanish people that have no respect for Americans or your company. They are hurting you and you have a lot of competition out there!.
Caro A

I pre-paid to be picked up from JFK Airport on Aug 1, 2023 at 9:30 am. The driver did not pick me up until 10:20am. After me, he picked up one family of five at another terminal who he spoke to in Spanish.

I live on the upper west side of Manhattan, he drove past my area and took the Spanish family to 53rd and 10th Ave. I asked him why did he go past my stop and he tried to explain, "53rd St comes from?" What the hell? He is a brown skin Spanish racist. I understand some Spanish and he was favoriting them when I was the first customer picked up (he was late 40 min) and I live on the upper west side of Manhattan.

I have taken SupperShuttle many times and the drives come down the FDR and drop customers off going south.

This bad man went out of his way to please the Spanish family. I got out with them at the Days INN Hotel on 53rd St and took a cab home.

Supershuttle should do something about how this horrible man treatment me. He should be re-trained to respect all SuperShuttle Customers and not pull some bull.

I can not write what I really feel about this horrible experience out of

Dear sir, madam

I had a reservation made by interned. My reservation was shown to the attendant on the phone (the web site shuttle bus) . I show the email, i show the proof, the email you sent me . She was very agressive, unpleasant, shouting me treating me like a thief end told me that i had to pay 20 dollars directly to her at the end. Finally , i told her to phone the chief and they finally told her that everything was correct. It was very stressing for me and it's a shame to be treated like this when you re honest and u have prepaid the ticket.

Yours sincerely, Thierry Meyer

Date: Tuesday, May 17, 2022...Time 5:15 pm...Ride was not at airport for the arrival time...Was told pick up was at 2:55 pm which was the take off time from New York...Flight number was entered correctly on my end...Super Shuttle failed to register correct pick up time. This incident was very frustrating for me...I did not want to go through this and is why I booked a round-trip in advance of my travel! Because of the hardship I felt and endured, in addition to the fault of Super Shuttle, I would like a FULL REFUND!

Re: Mrs. Maria T. Lemberger
Trip Confirmation #1: 3909934
Trip Confirmation#2: 3909935

To Whom It May Concern:

I am a travel professional (Tonya Davis) with Anytime 2 Go Travel. I made the above-referenced shuttle arrangements for my client Mrs. Maria T. Lemberger.

Mrs. Lemberger informed me when she returned from her trip that her departure shuttle arrived late to take her to the airport at LAX from 5360 Burlingame Avenue, Buena Park, CA 90621. He arrived at 0830 hours when he was supposed to arrive at 0820 hours. She missed her departing flight; had to purchase another airline ticket and take a later flight.

Upon her return to LAX, Mrs. Lemberger was unable to locate the SuperShuttle service: nor was she able to contact anyone with the telephone that was texted to her [protected]) press #2; and she was told that the SuperShuttle office was closed; when she pressed the #2 as instructed by the voice prompt on the telephone, that took her to no one, she tried several times.

Which resulted in Mrs. Lemberger having to pay for a taxi to take her home to Buena Park from LAX.

Mrs. Lemberger is distraught with this ordeal and requests a refund, preferably for her entire trip. She will settle for the reimbursement of the return to home shuttle fees and all gratuities.

This customer service received was poor, deplorable, and unbecoming on behalf of your company to the consumer and will not be tolerated or accepted.

Your assistance in looking into this matter would be greatly appreciated.
Thank you.

Tonya Davis
on the behalf of
Mrs. Maria T. Lemberger
13914 Cadmus Avenue
Los Angeles, CA [protected]
[protected]
[protected]@yahoo.com

At our hotel Iberostar Tucan (Playa Del Carmen) on 02/22, we had an Expedia representative who tried multiple time to reach SuperShuttle hotline to setup our appointment to get them picking us up. She tried by different manner (cell phone #'s and WhatsApp contact) for several hours to reach them. We didn't get any feedback and we had to leave our hotel on our own to catch our flight. The Expedia representative called her boss who suggest us to use a taxi instead and make a claim for refund.

Itinerary# is: [protected].

After cancelling in early December 2019, I received the equivalent of one way fare, but this was a return fare, booked well in advance. Multiple emails has not gotten me anywhere. I had several ticket numbers and even phoned them whilst I was in the usa a d was assured of a response. That was weeks ago now. Im back in australia, submitted a ticket My emails and phone calls go unattended. I have a current ticket, via email from two weeks ago that has not been replied to. I cancelled my 2 bookings in early december and did not receive a refund for one. No one will help me. Multiple emails in december asking for info... I have proof. I called when I was in the usa, I was told someone would contact me. I have emailed again but no resppnse. This is absolutely crazy. I am owed money. I have proof of what was refunded, but it was not the right amount.

I have no idea what else to do. This company is absolutely unbelievable.

I want my refund, its been way too long.

I have proof of a single refund wrong amount. I have proof of cancellation of both with costs. I have screenshots of it all.

I made a reservation on January 20, 2020 for one person and was sent a text stating vehicle 628 would provide shuttle service to the airport but after waiting 30 minutes before and 20 minutes after scheduled pick-up, had to take a taxi to the airport where I almost missed my flight. I am requesting a refund of 12.98 shuttle fee. Confirmation# 3687499. The shuttle services was never provided. My daughter, the bellman of the hotel and a line of taxi drivers were all witnesses to what happened. I was standing right in front of the shuttle pick up sign, but no such vehicle ever showed up. Sent a text about what their location was at 10:13 P.M. when they didn't show up at 10:05, the scheduled time but no response. The picture of the driver sent was of an Asian man named Tony. There appears to be some scam going on there and I want a credit issued on my account because I am contesting this charge.

On Sunday, August 11, 2019 I reserved and received confirmation for a wheel chair accessible van to pick up 4 people one of thos people are confined in a wheel chair. Our reservation was for 8:25AM-8:40AM to Washington DCA Airport, our flight to Ft, Lauderdale, Florida 10:35AM. The van did not show up nor did Super Shuttle call me to inform us that they was not going to be a pickup. I called Super Shuttle at 8:45AM inquiring where is my ride? Then placed on hold for 40 mnutes. In turn, I called Uber and paid $35.00 plus tip for the ride to Washington DCA and barely made the flight.

Todate, I had not received an apology nor an offer of refund. I would appreciate you refunding me the ride fare that we did not receive.

wh

Confirmation # 1656508,

On 05/07, I planned to take Delta 1937 to fly from BWI to Detroit, then to take Delta 189 from Detroit to Beijing. My flight (DL 1937) was supposed to depart from BWI at 6:15 AM, its boarding time was 5:35 AM. The SuperShuttle was supposed to arrive at my house at 3:50 AM - 4:05 AM, but it arrived at 4:24 AM, 19 minutes late. When the SuperShuttle left my house. The driver could not start the van. The company did not send another van to drive us to the airport. At around 5:00 AM, I and other two passengers took a Uber to the BWI airport. Unfortunately, I still missed the flight. Then I took a taxi to go back home. After I got home, I rescheduled the ticket with Delta, and paid the reschedule fee. After that, I contacted Super Shuttle and tried to get reimbursement for the taxi fee and flight reschedule fee and provided all the documents. After almost one month, the SS Customer Care Case Manager Kavin W. contacted me and told they will not reimburse the flight reschedule fee and will only reimburse part of my taxi fee (taxi fee minus the super shuttle fee). His reason is when I made reservation with SS, I did not mention my flight was international. I explained my 1st flight from BWI to Detroit was Domestic. My second international flight has nothing to do with SS. It takes only 35 min to drive from my home to BWI. If the Driver was not late and the Van was not broken, I would not miss my flight. But he did reply to me after that. Then, I called his colleague April Williams at 480-403-4929. She still rejected to reimburse my flight reschedule fee and told me if I mentioned my flight was international, SS wold send another Van to my house, and that Van would not break. I don't know how she got this conclusion. From my experience, I think SS is trying their best to find an excuse to reject my reimbursement.

Hello:

I would like to file a complaint against the driver who was dispatched to transport me to my destination this morning 7/20/2019. I flew in from Fort Lauderdale airport into BWI. As soon as the plane landed, I contacted the driver at the telephone number that was sent via text to me from Super Shuttle. The number I called was 301-672-7028 and I spoke with the driver and informed him that my plane just landed, and I also articulated to him that I would be outside the airport shortly because I did not have to check any bags. At that time, he was very short with me. He stated that I should call when I was outside. In less than 10 minutes, I went outside and contacted him again. He stated that he would pick me up in 4 minutes. He pulled up at the curb in about 15 minutes and he got out the vehicle and stated that he was there to pick up a Rachelle. I indicated to him that my name was not Rachelle. My name was Winsome. He then got very annoyed and went back into his vehicle and contacted me stating that he is there waiting and I wasn't there. As he was speaking, he looked out his windows and realized that he was speaking to me. Immediately he got back out of his vehicle and rudely stated to me, "you told me that you were not Rachelle." I said to him "You asked for Rachelle and I am not Rachelle." He then stated rudely, "Rachelle came up on the caller ID, so I thought you were Rachelle." Because he was very annoyed, I apologize and stated that I was sorry that he thought my name was something else, but he should have looked at the name on the reservation. He snatched our luggage and threw them in the back of his vehicle. I said to him that he told me that he would pick us up in 4 minutes, but he arrived between 15 to 20 minutes. He immediately snatched our luggage from the back of his vehicle and threw them back on the curve and stated that I don't own him. He also stated that he was a pilot and it was his vehicle and he did not have to transport us. I tried to speak in a very calm tone as I continued to ask him why he was being so rude and disrespectful. He got into the vehicle and drove off. I have never been this humiliated in my life. My child and I was very embarrassed and ashamed of how we were treated by this person in front of other people.

Immediately, I contacted customer service at 443-573-3485 and expressed to the agent what had happened. I had to wait another 30 mins, or more before she was able to get me another driver. She kept telling me that she is trying to locate me a driver, so I got a little frustrated and called a uber. As soon as I confirmed the uber, Another Super Shuttle pulled up at the curb. I had to pay a $5.00 cancellation fee to uber. I have always used Super Shuttle to transport me back and forth to the airport and I never been treated in such a manner by any of the Super Shuttle drivers. They have always been courteous and respectful. Because of how I was treated by this driver, I will never use Super Shuttle again. He was disrespectful and heartless and this person should not be in a business where he is interacting and dealing with customers. My name is Winsome Parchment and telephone number is: [protected] and email is: [protected]@yahoo.com.

complaint is the service at the BWI airport was not acceptable, the woman did not help me and i did not like the way she handle my service, im 70 yrs + and i shouldn't have to feel belittled when i arrived . my driver 858 was my driver he was very nice, but he kiosk lady was very rude . i did not act in a mean manner she she like she was disturb. i called 800-blue vans and complained there to, i've walked all over BWI and shouldn't have to at my age, standing on my feet for rude service is unaccepted . my confirmation was #1926966

I scheduled a round trip with Supershuttle on the 26th of June, 2019. The money was paid in full for the round trip, my flight information and pickup time was provided to supershuttle.
On getting to the airport from my return trip, there was no driver available to pick up my Kids and I from the airport.
I called the help desk and the customer service representative said that she will refund me my money since they have no driver available. This was shocking to my kids and I.
I ended up calling uber to get us home.

To whom it may concern,
I was involved with one of your drivers, I met online. The more I learned about him the more I realized he was lying about so much. I over time have come to realize Trevon uses the company to lure woman into his web of lies. He is constantly using his phone telliing me and I venture to guess others that he is at work driving and now picking up riders. He has left work when it was busy (that's what he told me) to come to my house for intimate relations. On several of those visits his phone would ring and ring and ring, ONE time he did pick up the phone and redirect a van somewhere (I watched him do that). He has also on several occasions text me while driving AGAIN his words, to comunicate with me throughout the night. I only know 100% a portion of this information is correct that would be what I drectly heard and saw. The rest is hear say directly from Trevon's mouth. I am writing in concern for the reputation of Super Shuttle. As a business you should be ashamed of your employees behaviors. He is not projecting a positive look for the company. Me personally will never use Super Shuttle in fear of coming in contact with such unethical personnel.
As far as a resolution that is not my concern from this point on. I have given you the information to do with what you as a company believes should be done. I can tell you my friends and family all agree your services are not safe based on our experience with one of your employees/owners of a Phoenix franchise we will never use super shuttle! I have family and friends all over the states AK, AZ, WA, CA, ME, AL, MO, HI, TX, UT, SD, NE, GA just to name a few states that will be losing business from my family and friends, that travel often and in the past have used your services.

Trevon Dijion Knight [protected]

My name is Sonja Dudley confirmation # 1646164. I scheduled a ride on 6/15/19 from my son's home to LAX. I was supposed to be picked up at 8:20 pm. Supershuttle called me one hour before my scheduled pick up time and told me that they did not have a driver for me and I would recieve a refund in 3 to 5 business days. I expresses that this was last minute and this was leaving me in a bind. Not only would i have to find a new ride to the airport but I would have to put out more money to get there. I asked to speak to a supervisor, who was no help at all and made me feel like this wasnt her problem. I am writing this complaint 5 days later and still has not recieved my refund. This company was unprofessional and lacked empathy for a paying customer

I made a reservation for 4 passengers and paid by credit card to be picked up at 3:45 am for the 6:40 flight at PBI airport. The van never showed up. Called customer service but there was only an answering machine. I ended up calling a taxi. What unreliable company.

I demand a full refund to my credit card. For reference, my reservation no. is 8982671

Val

We arrived in Paris on Friday at 8pm. Our flight had a half hour delay. We were travelling with a baby and by the time we picked up our luggage and the stroller it was a little after 9pm. I had received a text message from your service saying I should check in when I'm ready at terminal 2e, door 16. That's exactly what we did. First of all, checking in and finding a driver took a half hour. After that I received a message saying the shuttle had already left, as my flight was delayed, and the next one will be in 45 mins. It was 10 pm. Having already paid for the shuttle, we decided to wait. 45 mins later we received a notification saying the shuttle was outside waiting. We went outside to look for it, he appeared to be at terminal 1 at this point. All of a sudden my pickup time changed to 11:13 pm. Shuttle still appears to be at terminal 1 on the App's map... we tried contacting the driver but there was no direct number on the app, so I sent a couple messages to god knows who, no response. I tried calling the customer service line but couldn't get through. Finally around midnight the driver appeared and picked us up. He spoke 0 English and even though we clearly didnt speak French, was talking to us in French the whole time. We had to stop at another terminal to pick up other guests. We made a random stop along the way, where no one got in or out... we dropped the other guests off and finally headed towards our hotel. The driver went around in circles three times before he could find our hotel. We got there at 1:30 am. We waited at the airport for your shuttle for 3 hours... that's not acceptable! We spent close to two hours in the van before we reached our destination. That's a total of 5 hours that we could have spent enjoying Paris as we only had an 18 hour layover. Moreover, we were travelling with a baby and had paid for a baby seat on the shuttle, which was not provided. There were no seatbelts for the baby or anything. We had to hold him in our laps. That's extremely dangerous! We ran out of food and milk for him at the airport, as our terminal closed for the night and we didn't want to leave the designated pickup spot. There was nowhere to buy food for him at 1:30 am so he went to bed hungry and cried all night. None of us got any sleep at all and we had another 8 hour flight the next day.
After this horrible experience we decided to cancel our ride to the airport in the morning as we didn't want to risk missing our flight. The cancel option on the App was not available, so I messaged the driver directly. This time there was a direct number. I told him we don't want the ride, he said ok. On the App it now says that we were a "no show" ? How is that a no show when we notified him? We paid 84.60 euro for his ride, both ways. They have offered me a 47 euro credit to use for my next booking with them that expires in 18 months. You actually think I wouldn't use this company again!? NEVER.

My husband, daughter and I are very disappointed in Super Shuttle service and manners of the driver! On Monday, July 23, 2018 we were to be picked up from Ontario Airport after coming home from a family funeral at 6:55pm, we wanted over an hour to be picked up. One the driver arrived he was rude and disrespectful. My mom had ordered a pick up from super shuttle also, it was later then ours the super shuttle office said ours van could take my elderly mom home or to our house. The driver we had said no. My daughter tired to call the office, to be put on hold. My mom's van finally showed up, she had issues too on the way which is a different story. I have written 2 letters with no response! I would like to hear from Super Shuttle or Confirmation # 5666467.

Reservation# 2916354 on Dec 19, 2017. I filed a complaint with Supershuttle but got no response.
I had a flight from LAX to HNL on 12/19/2017 at 10:00AM on Hawaiian Airlines. Supershuttle scheduled a pick up for me at my home at 6:35AM. There cutoff for the airline checkin was 9:15AM. This gave me approximately 2 hrs and 45 minutes to get from my home in Mission Viejo, CA to LAX.
There were 3 more pickups after me, with 2 of them being quite slow in getting to the van. Also there was quite a bit of traffic on surface streets and on the freeway.
Needless to say I missed my flight.
I blame Supershuttle for not scheduling an earlier pickup.
I was force to buy a new round trip ticket for my travel. The difference in cost was on the going to HNL ticket - original Hawaiian ticket was for $602.22. The emergency going to HNL ticket I purchased on United was for 1, 444.22 a difference of $842.
Plus I can re-use the missed flight ticket later but with a rebooking fee of $200. So I would like Supershuttle to reimburse me for $1042.
I received absolutely no response from them for my complaint.

On 6/23/18 myself and two sisters were to be picked up at treasure island hotel in las vegas to meet our flight at las at 11:57am. Were to be picked up at 10:15am. At 10:20 I called and was told the driver was to be there in 5min. He didn't come. I called several times thereafter. He finally showed at 10:45! He also had to make 3 other stops which got us to the airport at 11:20 which at that time we were told we missed the flight! This caused us to rebook charging each of us $100 a piece! This is unacceptable! We were to be picked up at 10:15 giving us 1hr and 45min to get to the airport in plenty of time being the airport was only 15min away! This was not our fault. It was your service and the driver! We need to be compensated for the $100 we each had to pay! I booked a round trip. There is no excuse to why we couldn't have made our flight but for the late arrival of the shuttle! I would like to know what you intend to do about this?! My name and shuttle booked under, beverly boyle. Booked from 6/18-6/21.