I don't usually have an issue with Shuttle Express but a recent incident regarding my mother did not sit well with me. I had booked my mother for an early evening flight out of Paine Field in Everett, WA on Alaska Airlines for 9/18. When I booked a pick up for her at her residence, I was told by the Shuttle Express rep that they don't do Ride-Share to Paine Field but I could book a town car which I did. Please note that I booked this pickup by phone because you can't book a ride share online to Paine field. Unfortunately, according to my mother, the driver seem very unfamiliar with how to get to Everett. In fact, he tried to dissuade my mother from going to Everett because he was frustrated with the heavy traffic. Furthermore, he asked my mom why she needed to take this trip and why did she choose to take the flight out of Everett. My mother tried to explain that she needed to arrive in San Diego at a certain time so she could be picked up by relatives and this was the flight that she needed to take. He then tried to drop my mom off well away from the airport terminal because of some "claim about security that prohibited him from dropping her off at the terminal itself. Please note that my mother has some issues walking long distances plus she had luggage with her. However, she was able to persuade the driver to drop her close by. What angers me is why the driver even inquired to begin with about the flight details and my mother's intentions, it is none of his business! Also, if Shuttle Express sent out an ill trained driver who is unfamiliar then it is on them. Either way, this will affect my decision to use their service again in the future, especially for any of my close family or relatives. Thankfully, I had actually booked the pickup time earlier than what the Shuttle Express rep had recommended, otherwise, she could have been late to her flight. My only other regret besides booking this pickup is that I prepaid the tip!
Update: I would like to thank Cynthia and the dispatch team from Shuttle Express for addressing the issue regarding the incident with my mother. I especially appreciate the concern and prompt response to this incident as well as the level of professionalism displayed by Cynthia. For that, I updated the review from 1 to 3 stars.
22 September 19