I would give zero stars if I could. I booked a ride through the app several weeks ago, and finally took the trip last week. While booking, I selected the "non-stop" option, knowing that I would be traveling with my family and since we are a military family moving across country, we had a significant number of bags. There was no option to select a number of bags that we would be traveling with, and since we were traveling on orders we were allowed an excess number of bags. I sent an email asking about this issue but I never received a response back to confirm this would not be an issue. When we arrived at the airport (715pm), I checked in through the app to confirm our arrival (749pm). By the time we got our bags and found the location of your kiosk, it had been nearly 45 mins since we landed. The gentleman at the counter checked me in and told me to hang tight for a few minutes. I assumed it was an issue that we had a lot of bags and I anticipated waiting for a reasonable amount of time. We made our way to the loading area given to us by the gentleman at the front and stacked our bags by the curb side to make it easier to load. 30 mins or so later (815pm), my husband went back into the airport and to the kiosk to ask about the status of the vehicle. It was suggested to him that we "find another ride" because they didn't have any vehicles available. Within a few minutes of my husband asking about the status, the other gentleman at the counter confirmed that there was a vehicle on the way. The vehicle didn't arrive for another 40 mins (845p)! Within that time, 2 more people arrived with their bags to join our ride - I was under the impression that this was not going to be a shared ride. When the vehicle arrived, it parked short of where our bags were, and my husband asked the driver if he would mind moving forward so it would be easier to load the bags. Rather than acknowledging him, the driver took out his phone and called someone to say that this wasn't going to work and we would not fit. In addition, my husband loaded the bags into the vehicle...is this common practice for ride services? We all fit just fine with plenty of room to spare, even with the 2 extra people. During the trip, the driver used his phone multiple times while the vehicle was moving which made me very uncomfortable since my 2 year old daughter was also in the vehicle with us. During the ride, we also noticed that the check engine light in the vehicle was on! Upon arrival to the hotel, we had to make a couple of laps before the driver found a way to get close.
We were traveling with our 2 year old daughter and 15 bags, the hotel we used during our stay suggested we try the service because they boasted about the reliability, ease of use and capacity. I couldn't be more disappointed in my experience and I will most definitely not be traveling with this service again. I have contacted the company about this and haven't heard back, I sent a follow up today so we'll see if they get back to me.
10 June 18