This should be a ZERO star review. 6/14 I made reservations for my son on 6/30 and 7/4. 6/30 was great. 7/4 was a disaster!! His flight was stuck in Las Vegas. As soon as he had cell service he called me and I called Super Shuttle to inform of long delay. I was given instructions to have him go to the facility at ONT when he arrived When the flight was delayed further, he called to let SS know. He was told immediately that there weren't enough drivers because of the holiday and he would have a 3 - 4 hour wait and should just get a taxi. He informed me and I called back, spoke to a different gentleman who gave me instructions for him, upon his approx. 1 a.m. arrival, to go 'Out east past the far right exit by baggage, cross to the door to door middle island and give his reservation number to the person in the blue shirt'. I trusted SS. He arrived and, with baggage in hand went immediately to the SS booth in the door to door island where he waited 30 minutes and no one appeared. He called the 800#, they transferred him to the ONT dispatch and after being on hold, they answered and it disconnected. Son called me in FL, and I tried the 909# in CA who, after 14 minutes on hold transferred me to the ONT dispatch and I was also disconnected when they answered. I tried calling the 909# again and was on hold. So, after almost an hour standing by the SS booth at ONT, he had to get a taxi home at the cost of $96. I spent another 45 minutes trying to reach someone to process a refund, who said it would be 5 - 6 business days and did not refund the TIP.....??????? So, the inability of SS to have an employee where we were told there was one after our many phone calls cost us $101(including the non-refunded tip) not the $51. This was an SS error as we followed exact instructions. Please refund the additional $50 your error has cost my son, not to mention his having to stand outside for almost an hour in the middle of the night. We have used SS countless times in many locations and NEVER had an issue before. They refuse to pay even the difference in the cost of transportation. Having a missing employee and a Dispatch Center that hangs up on customers is negligence, poor business practice and potentially dangerous when you leave customers stranded in the middle of the night.
EDIT: After posting on Social Media, I was finally contacted by a supervisor who had taken the time to listen to the recordings of my and my son's phone calls. After reviewing them, SS decided that they should refund both my prepaid fees and my son's costs. Thank you SS. It's a shame that I had to spend 2 days fighting this to get done what even your supervisor agreed should have been done in the first place. But, I do thank you!
12 July 17