SuperShuttle Reviews

This review has nothing to do with SuperShuttle itself which is as easy as Uber and Lyft to set up and navigate. This pertains to the expectation of SuperShuttle giving you a confirmation for a ExecuCar the night before you need it then reviving a message an hour before pickup advising that a car could not be reserved. At least I was reimbursed. When I receive a confirmation (with a confirmation number), like a flight or a dinner reservation, I’m lead to believe that what I have requested and paid for is locked in. However, that is not the case for super shuttle.

For the future, I recommend SuperShuttle does not provide a confirmation number for a reservation until a vehicle is confirmed to be available. I also recommend SuperShuttle indicate you need to make a reservation an X number of hours in advance (I set mine about 9 hours in advance), if that was the reason for SuperShuttle canceling my reservation at the last minute. I had one hour to get ready and find another means of transportation to the airport. Thank-goodness for Uber.

Very disappointed for this was my first experience using SuperShuttle . I’m deleting it and sticking with Uber and Lyft. At least they are reliable.

I’ve booked thru this app for more than a decade and now have to stop using them because of their app and mobile site. The mobile site thru Safari does not work at all on my iPad, which I use extensively while traveling. SuperShuttle will not let me enter my home address manually, it either changes the address to make it the entrance of my apt community automatically, which is a 5 minute walk from my building, or drops the number of my address (3155) and only lists the street name, resulting in a text in the middle of the night while I’m sleeping telling me I must call them with my address or my reservation will be cancelled. When I call, I’m told to either enter the address manually, which the neither SuperShuttle nor mobile site allows, or I have to be routed by phone to the local company who then has to contact the driver in the middle of the night for an early pickup. My address is a legal address recognized by the post office and Google maps but SuperShuttle will not recognize it. After this happening four times, I now am changing transportation companies for both Execucar and this app, all due to SuperShuttle and mobile site. Horrible technology. You’ve lost a longtime customer. Seriously, a mobile site not working on an iPad either!? It’s not 1995.

A different numbered van showed up to pick us up to take us to the airport (van number was not the same as SuperShuttle indicated). Once we got on the road the van started to shake terribly and continue to shake all the weight on the 20 mile ride to the airport. Most of the warning lights on the dashboard were lit and the driver said he just picked this one up because the van he was supposed to pick us up and broke down. This vehicle should have not been on the road nor pick up passengers.

On the return trip after picking up our bags I checked in on SuperShuttle and after 20 minutes it kept indicating waiting for a van driver so I tried to call this app three or four times and nobody answered so after waiting 45 minutes I got a call from this app saying someone would pick us up however we had to share a ride even though we paid for a private ride. I believe the dispatcher said I would be credit however I really couldn’t understand because he had a very thick accent. So it took us a little over two hours from the time we got our bags to the time we got home which normally takes 15 minutes.

Let me explain how this company and its other company execucar work. You will use their apps to pre-pay for your ride. They usually get you to the airport no problem. But good luck getting back home. They know that you do not have to make a flight when you get back. So they have no problem making you wait and wait and wait as last minute clients need rides. Because you have already paid and because you don’t have to make a plane when you come back from your trip they will put you on the back burner again and again and again and keep taking new fares until they have an opening and then they will come get you. this has happened to me twice now. Just the other day I arrived at LAX and received a message from them saying that they will be about 45 minutes behind. OK fine… Even in legitimate cases this happens sometimes. But Three hours pass and nothing from them! I had to Uber home. $150 Uber! After I paid these idiots $250 for round-trip including tip! it has been two days now… They have not contacted me in any way. Completely abandoned me… Why not they’ve got my money.

My super shuttle never arrived for our 6:00 a.m. pick up to go to the Dallas Love Field airport. I was told early in my trip planning to reserve a ride with Super Shuttle instead of depending on the unreliability of Uber availability. This was far from truth. A group at our hotel also booked with this company. They received a call that same morning that their shuttle had a breakdown and they would NOT be getting their scheduled ride. Thus they grabbed an Uber in 3 minutes. I had a separate reservation and I did not get the same courtesy call. I assumed we were ok for our reservation since it was a separate reservation and I did not get a call. After 30 minutes of waiting and pacing, I called and spoke to a very rude dispatcher. He could not find my reservation details and told me he had no other available drivers. He was rude to me and gave no explanation of what the problem was and why I didn’t receive notice. No apology either just rude remarks! I had several emails reminding me of my upcoming reservation throughout my trip so there was NO mistake on my end. Very frustrating, especially when you are the only adult responsible for transporting students safely on a school trip . One positive is that this problem saved me money. The price difference was huge ... super shuttle was 50 dollars , Uber ride 14 . I initially chose to spend more for the reliability factor but it definitely was a mistake. Never again!

Downloaded SuperShuttle b/c they advertise that your ride is cheaper if booked there. Typed in the name of the hotel I was headed to from the airport for a round trip ticket. Driver (who was GREAT!) confirmed the address before leaving the airport—- I told him I didn’t know the address, just the name of the hotel. He said that wasn’t what the computer had— instead it was done residential street address much further away (& consequently more expensive than SuperShuttle said the trip would be) but he kindly took me to the hotel. He asked if I made a RT reservation b/c he was concerned that the driver would go to the incorrect address. I hadn’t even thought of that so I called, waited forever on hold, of course, only to have a customer service person tell me that he couldn’t change the address— I would have to use SuperShuttle that screwed it ip in the first place!— and that he couldn’t refund the extra $$ already charged to me. I had to apply for that on the website! 🤬 TERRIBLE app with obvious bugs... even worse customer service. Won’t do business with them again!

We had to make a change to our pick up time and the process was extremely difficult. We kept getting transferred to different phone numbers and discovered that super shuttle closed during the pandemic and was recently purchased by primetime shuttle last year. Primetime shuttle chose to keep the super shuttle website/app as it was so popular, but when you make a reservation through super shuttle it is transferred to primetime shuttle. Their two systems do not sync up correctly, which is why we kept getting transferred back-and-forth between people. When we finally got to a person to update our pick up time, the next day we received a notification email confirming the old time. We spent another hour on hold again trying to get to a person and when we finally did we were told that our change had been confirmed and that because we had originally booked through super shuttle that is why we received the incorrect confirmation email. In addition, SuperShuttle does not work correctly, you are not able to easily track your drivers location or contact them . I used super shuttle for years and absolutely loved the company so it is a shame to see what it has become. The only wonderful thing about the experience was our driver. We got the same one for pick up and drop off and she was delightful. I would be very hesitant to use super shuttle/primetime shuttle after this experience because I do not trust that their system works.

Finally got to the hotel. The first shuttle driver, never came in - he just drove away. The wait for the this app was too long. Especially, When the first driver drove away with none of us. We were inside because it’s very hot in Tampa, and we were told that the driver would come in to find us.

It was very frustrating because the Tampa airport does not have Internet in the lower level where the baggage pick up and the shuttle pick up service is. Perhaps a text message system might work a little better if people find themselves not being able to use the Internet.

I did get a text to rate the driver, but if there was any way to set up my communication to be by text to check in, it was not obvious to me. Your staff was like “Yeah, we don’t have Internet here on the lower level.” If this is a long term problem, your staff should be a bit more courteous. I prefer text message communication.

Two days before my arrival day at LAX I reserved supper shuttle for 6 people with 6 luggage and few carry on for August 29 at 6 pm, when we arrived at 6 first of all our shuttle was not there, when I approached the employee at outside of LAX after checking our reservation he told me we have to wait 20-40 minutes so we did. 20 minutes passed, 40 minutes passed we did not see any shuttle coming for us, but everyone else arriving after us got shuttle and left . Later I got text that cab van will pick us up , ok, again we waited until over an hour I asked the employee he said they are sending cab van for us we have to wait, after waiting an hour and 15 min van came, did not have room for all our luggages so we had to carry part of our luggage with us inside the van next to our seat and In our laps. There was a reason for me ordering supper shuttle in advance , we needed big car for 6 people and 6 luggages plus carry on otherwise we could of called an UBER. Company should of been responsible reserving and sending our car on time. When they send you confirmation number you would think everything is ok and will be ready Next time I will think twice before ordering a this app

I love this service and am new user who tried it due to a friend who business travels recommending it. BUT LOST CUSTOMER’s review from December is still accurate. There are big problems getting the address to some places to be accepted properly. I had to make and cancel reservations due to surprise drops or changes to parts of pick up or drop off addresses not loading properly. I was going to same pick up and drop off addresses as a friend. The destination loaded properly for them and not for me-we both have iPhones and used SuperShuttle . We tried in real time to de what the problem was and couldn’t figure it out. I could only use the service for my return trip because I had changed my departure location. I’m trying to get away from using Uber and Lyft but don’t like that addresses are more difficult and I never can see if my driver is actually on the way. Won’t give up yet but this needs work.

Super Shuttle in Kansas City, MO advertises these rides as “direct”. When I arrived in KC, there was a mix up on their end. Their dispatch assigned a driver to me and that driver said they’d didn’t receive my trip, so I ended up sharing a ride with another person and we dropped them off first. That’s not a direct ride.

On my return trip back to MCI, there ended up being 4 of us from 4 different hotels in the van. When I have to stop at 3 other hotels on my way to the airport, that’s not a direct ride. When I made my travel arrangements based on this being a direct ride to/from the airport, I didn’t have 3 other stops factored into those plans because it said it was direct. The only reason I used them for my return ride to the airport was because I paid for both rides at one time in advance.

Please stop advertising it as a direct ride if it’s not. I won’t be using Super Shuttle anymore.

I liked SuperShuttle but I did not like that fact that the company did not disclose that our ride was not going to be available once arrive at the airport. Called dispatch who stated that we needed to wait 1.5 hours for our van considering that I scheduled a the return ride home weeks before. Going to airport was not an issue in fact our driver was on time but once we returned at the airport the representative was not aware on how long our van was going to take and after talking to dispatch we were so disappointed and extremely upset. We understand that van was not going to be right on time and we would of not mind waiting but 1.5 hours is not acceptable to let customers know. We end up waiting about 45 minutes but company needs to be more organized when a customer has pre-scheduled a pick up.

As far as getting picked up to go to the airport, Super Shuttle was a wonderful choice. They were prompt with ample time to get there. However, getting picked up at the airport for the return trip home was unacceptable. When I book, reserve, and pay for transportation, I expect my ride to be there at the time specified waiting for me! The two times I booked a round trip fare, I waited over an hour the first time and an hour the second time to be picked up at the airport. When I land, I am anxious to get home. I don’t appreciate sitting on a bench outside the airport waiting for a ride. Especially when I am the only person in the van. From now on, I will choose this app to get to the airport and get Uber to come home! However, all the drivers I had were polite, well dressed, and friendly!!

I suggest an 800 for customers to call when driver missed window... keeping customers informed as to why alleviates stress if they’re going to be picked up. Or a simple text or call informing customer just a few minutes behind... most folks would understand... At least I would. I experienced the driver reversed the route for good reasons once he picked myself up... I spent almost 10 minutes attempting to inquire filling out unnecessary fields about my account and email to notify me. I then submitted an Uber request as a contingency. I, as the customer, was left in the dark... in the end... I made it to the airport on time... but was not confident or at ease if I was being picked up.... a simple text or call would have alleviated that issue... please do not misunderstand me... I like the Super Shuttle service and business model... very efficient and knowledgeable regarding flights, Terminals, Airlines, Etc.

The only type service I’ve used is shared ride. I take it from East Bay to SFO. The drivers I’ve had have always been courteous and safe drivers. The vans have always been clean. I only had one experience out of many where my van had a mechanical problem (broke down) before it could pick me up and it didnt arrive at my home. They called me on the phone to tell me and because I was dependent on them to get to the airport that day, they sent a cab for me and they paid for it. They had notified me in adequate time for me to call my airline and tell them I was in danger of missing my flight. The airline then decided to rebook me for a flight 2 hours later, and I made it smoothly to my destination after that. I was very impressed with how Super shuttle was right on the problem in a timely manner which saved me any problem. I highly recommend them.

My family and I arrived earlier than the scheduled time at Dulles Airport on Thursday. Our assigned luggage claim area connected us into the International arrival area although we were traveling domestically. However, the Super Shuttle App prompted me through every step of the way and the Airport Super Shuttle workers were so gracious to help me and my family every step of the way. Our driver was extremely gracious and wonderful and he even acted as our tour guide when another passenger asked questions about area locations, he happily just let us know the different areas we were passing through as we traveled to our individual drop-off locations. Super Shuttle services gets an EXCELLENT overall rating for customer service, accountability, and professionalism from me and my family. I look forward to riding with you again whenever I travel domestically. Continual blessings...

Willie

My daughter was just coming back to school from Dallas. She didn’t have cellular service but was using the airport WiFi. Her ride back to campus had stood her up. I downloaded SuperShuttle and paid for her ride from here. She went were I told her and the lady at the counter directed her to the shuttle. Unfortunately she still couldn’t find it. I got the info from SuperShuttle about the driver what he was driving and even a phone number. I used a WiFi phone service to call him and he let me know he had her and she was safe. He even let me talk to her! Thank you so much. I got a notification from SuperShuttle that she was at her destination before she could even text me. Again thank you so much we are using you guys from now on.

I use Super Shuttle a lot and SuperShuttle is very easy to use. Drivers have always been friendly, some keep water for Phoenix travelers. I fly standby and can’t book until the last minute and I’ve only had one time I had a long wait, but that is my fault not yours. I’m retired from a career in Customer Service and I try to give people the benefit of the doubt. People get sick, cars break down, traffic jams and unexpected accidents cause delays or cancellations. No business is perfect, and neither are the riders. My only criticism is that people need to stop being nasty and rude when things aren’t perfect. Plan ahead so that if the Shuttle is late, a driver gets sick, or a ride breaks down, you have time to get an alternate ride.

This was my first time using SuperShuttle and it was so easy to use! If you are using a smart phone and you allow SuperShuttle to access your location, it will populate the pick-up address for where you currently are. But you can also input the address yourself or do a search for your hotel, etc. Then you input the drop-off location. If you are being dropped off at an airport, you input your flight details and it will suggest a pick-up time, but you have the option of modifying the pick-up time. There’s a 15 minute window for pick-up, so if you select 11am, the pick up time will be 11am-11:15am. My driver actually arrived a few minutes earlier than the scheduled pick-up time. Then you pick your ride type, and then it gives you the option of including the driver’s tip in the total so that you don’t have to fumble with finding cash to tip the driver (I love this feature!) Input your credit card info and your confirmation is sent via e-mail. Easy!!

I am stationed at MacDill AFB, FL as an Air Force Reservist, but live in CA. So I fly back and forth every month. Rather than keep paying $600 plus for a rental each month, I bought a car and keep it on Base. Now I get a ride to and from the airport with Super Shuttle. They drop me off at the visitors center at the front gate, and someone from the unit leaves my car there before I arrive. That way I can just grab my car and drive to my hotel. Then I just use SuperShuttle to arrange a pick up when I’m ready to fly home. I get dropped off at the front gate and my shuttle is waiting. A lot cheaper than the rental and actually more convenient for me. SuperShuttle is easy to use and I can take care of my emails etc on my way to the airport while I ride.