I have used SuperShuttle on numerous occasions, some of my experiences have been okay, whereas some have been bad. Regardless, I have still chosen to support this company from time to time. After today's experience, I may need to re-think my allegiance to SS.
Today, we ordered a SuperShuttle to take my brother to the airport. The time period for the shuttle's arrival was 12:55 - 1:10 p.m. Because my other brother was waiting on an uber, we all went out front at 12:48 p.m. My other brother's uber came and took him, and so my second brother and I stood up on the pavement waiting on the shuttle. Around 1:05 p.m. my brother saw the shuttle turn out of a nearby street and head in the opposite direction of my apt. When I checked the map, it said "Trip complete. Thank you for using SuperShuttle". I called in to customer service inquiring as to the van's status and they told me that the driver went to the "pick-up point" and no one was there. Really? -_- We had been standing up at the main entrance for what had been 30 minutes at that point, and there was no shuttle. He then said he'd look to see if there were any other trips, that he could put my brother on, but then returned to the line saying that there were no other trips. So you are a shuttle business, with no other available trips to get my brother to the airport - okay then.
I asked for the driver's name, the rep didn't have that information (although he was able to get information about the trip and the driver told him that he couldn't turn around because he was too far), I asked him to transfer me to someone who would be able to provide that information to me, he said that I would have to go online and get that information. I asked for a refund, he said that I would have to do that online. To be fair, he was very polite about the entire situation, but it was a very frustrating conversation considering my brother needed to be at the airport, and time was of the essence.
I used to recommend my family and friends use supershuttle, but honestly, with the degradation of their service, I don't think I will readily recommend. In reading these other reviews, I realize that there's a trend of unprofessional behavior that they do not seem to want to address. There's a culture where there is no accountability for late pick-ups , or not pick up clients at all. It's 2018, perhaps you need to reassess the way you treat your customers, because while we would love to give you our money, we would hope that you would do your part as a service provider.
08 January 18