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Super Shuttle - Terrible Service/Experience
Super Shuttle Pick-Up - Complaint
Review by brittfono on 2012-10-29
Rating: 
LONG BEACH, CALIFORNIA -- Our flight was delayed twice and I was able to call the first time to give the updated info. (Isn't that why we enter the flight numbers in with the reservation in the first place?) Once we arrived at the Long Beach Airport we checked in with the shuttle attendant as stated on our reservation. We were told to wait with another passenger from our same flight at the pick up spot. We waited for an hour. The other passenger we waited with stated she had just called and found out our shuttle was on the way. When the shuttle arrived we were under the impression that this shuttle would take us to our hotel. The driver took the info for the other person and did not even acknoweldge me and my party of 4 adults and 2 children. The shuttle attendant asked him what was going on and I was shocked at how rude he was! He said he wouldn't take us, didn't know where our shuttle was and didn't care, and went on complaining about how he had gotten out of bed and lost his keys to come make this pick up. At this point I called customer service to find out where our shuttle was and was told he didn't know how long it would be and wouldn't even give a time estimate! (Keep in mind here we are traveling with a 3 and 1 year old, and our flight was 3 hours delayed) The shuttle attendant was about to leave as her shift had ended, but didn't want to leave us stranded and thankfully had a phone number for a stand-by driver, so we called him and he said he could pick us up in 5 minutes. I called customer service back to cancel the pick-up and was told that I could cancel, but would not be refunded because we could wait for the shuttle. YOU HAVE TO BE KIDDING ME!! He couldn't even give me a time estimate for pick up and said we could wait?! We had already waited for an hour! We could not wait any longer on the street corner in the middle of the night stranded for who knows how long! I am shocked and quite unhappy about this situation and promptly cancelled our pick-up for the return trip. We travel often and frankly, as far as I'm concerned we will never use Super Shuttle again.
Comments:
Posted by Shauna from SuperShuttle on 2012-10-29:
I’m sorry to hear about the repeated difficulties you had while trying to use our service. Our national Customer Care team may be able to help. If you’d like, you can email them directly at customercare@supershuttle.net.
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