SuperShuttle

We’ve used SuperShuttle in the past with OK results, but this time no van appeared. When they were a half-​hour over-​due we phoned and they said they’d be there an hour later than they’d said in their confirmation email to my on-​line reservations. When we pointed this out, they said they’d send a taxi. We asked for the phone number for the taxi dispatcher and called it to confirm the taxi order. The taxi company said they only picked up in San Francisco, and we were in Palo Alto. In the end, we did get to the airport in time in the taxi SuperShuttle had sent. A week later on the way home from the airport, I clearly wrote out our destination address as requested by the driver but we ended up in a non-​residential area and I had to give the driver verbal directions to our house. We’ll try another way to the airport next time.

If I could give zero stars I would. The only reason I went with Supershuttle instead of Über is because I needed to be picked up for a flight very early at 4:45am. That morning, the company sent me a text saying I could track the van so I checked to see where it was at the beginning of my pickup window at 4:40am. It turned out the van was right around the corner on the block next to mine. Ten minutes later and it still had not arrived. I called the company and they transferred me to the SFO dispatch office… no one answered. I called the company back and they tried to reach both the SFO dispatch and the driver with no response. By now it was 5am, 5 minutes past my pickup window. I tried to tell the woman on the phone that I was running out of time and would need to cancel the ride but she put me on hold again. Then at 5:20 am the van arrived. The driver had either just woken up or was high. I went to get in hoping that we would make it in time and the driver told me that he had two more pickups! I got out and said I would need to find another ride because I would be late for my flight. I called later that day and filed a complaint and refund request with the company. Three weeks later and they still have not looked at my request nor refunded my money. When I call to check on the status I am told that they don’t have enough complaint reviewers and they are very behind. Please save yourself time and money and use a different ride share service!

The worst transport experience of my life. While we had no problems booking or pick up times the drivers were the grumpiest old men I have ever met. They were rude, dismissive, disrespectful, unhelpful and uncommunicative.
For visitors to San Francisco these services are the gateway to the city and the welcome we received was appalling. My sister and I have been travelling for a month in the USA using public transport as our main mode of transport in New York, New Orleans & Santa Fe and enjoyed the friendly and helpful attitude of staff on the subway and buses.
If I could give this service no stars I would — Do not use this service.

F-​ing incompetent lazy driver. My husband is waiting at sfo for assigned bus for almost an hour, you can track the bus on a map when your waiting and he watched it head for SF without him.
He Had to call customer service where they were v nice and assigned him a new bus and apologized as their policy is they have to inform the dispatch if they leave with out a customer. FYI this guy left 3 other passengers behind also for no reason.
What a dick that driver is, it’s 1am we booked in advance, called the dispatch upon arrival and he’s still not home after landing over an hour ago after multiple flight delays. Have a bit of consideration you fucks.

Don’t even consider using this service. The Airport Shuttle Service attendant was extra rude and non engaged or concerned. After 30+ minutes we got an even more rude driver who spoke little understandable English. He physically snatched our round trip voucher confirmation away from my partner and refused to return the second page which was confirmation of our return trip voucher. Which we never used.
The van was filthy, he threw our bags in the back like they were trash bags. We spent 20 more minutes driving round and round the airport picking up additional people who got the same treatment. We then spent 40 more minutes being slammed from side to side in the van as he seemed to want to cut off as many people as possible because he was in a foul temper.
Finally as I tried to recover my bag he physically shoved me out of the way threw the bags to the sidewalk and sped away. My partner had his bag and I had the bag of a couple who were headed to a cruise leaving that evening.
The Hotel staff and we tried every way possible to get assistance from Super Shuttle dispatch to get my bag back. They could not reach the Driver because he was not answering his phone!
We arrived in San Francisco Friday and were scheduled to leave Wednesday early. Tuesday mid morning we got a call saying my bag was in San Bruno. These were my options to recover it: Pay Fed Ex Ground to ship it to my home address. Or, I could come get it! They could not have a Driver return it because the Drivers are Independent Contractors and even if one might do it it would be at an additional fee, which the dispatcher would never quote how much that fee could be.
We managed to get to San Bruno using BART back and forth and losing the half day of our planned activities.
If I could do less than 1 Star I would. Just understand what they call Super Shuttle in my experience is Sh***y Shuttle.
G Miller

I I WISH I COULD GIVE THESE CHEATERS ZERO STARS.
I had booked a ride for my in laws for a drop to SFO airport. We had booked a ride for June 10^th. I will share my order number so that you can verify that it is valid. We had booked a ride a week earlier. We had taken a Non stop shuttle for 3 people. These CHEATERS also send me a confirmation message a day earlier. They were waiting for their ride which was supposed to come at 1:25 PM. When no one came till 1:40 we called their number after about a 10 min of waiting time. They simply told me «We Do not have any shuttle available. Look for alternate arrangements». No apologies. As if they were doing us a favor by giving a shuttle. We had to book an über last minute and pay $ 281 due to surge rate.
I demand compensation for the Über ride that I had to book.
I can attach the Über receipt if that helps.
Meanwhile, Do yourself a favor and stay away from these CHEATERS.

As I used Super Shuttle on my previous visit to San Fran in 2012, I had no issues with booking them again. I had a reservation for a party of 5, arriving ⁶⁄₄ at SFO. Later when another traveler was able to join our vacation, I called the 1 – 800 number to add him to the reservation. The representative said it was easier to just make a separate reservation, so that is what I did. And then the nightmare begins. We arrive at SFO and proceed to the shuttle area and are promptly ignored by Charles the van coordinator. I explained that we had to reservation numbers, he input them and said «go stand over there». We obliged as he barked at a few other customers. A van pulled up in front of us and I asked the driver if he was our shuttle. He asked what number van did he give you (pointing at Charles), I replied that he did not give us a van number. When I walked back over to ask what our van number was, he said, «you need to wait, I don’t know yet.» Another woman walked up and asked if she was going to be getting on a shuttle or not and he yelled at her to wait also. Finally he tells me that 5 of us are on one van and the 6^th on a separate van. I stated this was not satisfactory, and he said it was my fault for making two reservations. Excuse me? The van for one pulls up and the driver was clearly angry, and he tells us there is nothing he can do for us, again it is our fault for making two reservations. After 20 minutes of back and forth, I ask my son to ride alone so we can get to our destination. Off he goes and we get in our van which then picks up two more people, one empty seat remaining in the van. Our driver apologizes and is on the phone «trying to get our 6^th passenger on his van», I point out that he is already gone. He continues on the phone and 10 minutes later, says «it’ fixed, he can come with us». I again point out that his van had already left and we were now also 10 minutes from the airport and not willing to turn around. When we reached our hotel, the driver was shocked and said, «didn’t I have all 6 of you on the van?» I guess he didn’t see the empty seat?
Round Two
As I had booked roundtrip on both reservations, two days before we were to leave I called to make sure there would be no repeat of the fiasco. I was informed that they could not fix it until the day of our shuttle. I said that our shuttle is 3:00 am, when am I supposed to call and they replied «midnight». Shortly after midnight I tried calling the San Fran number and got a canned message saying there is something wrong with the number, goodbye. I called the 1 – 800 number, explained the situation and the woman there said she would try to help but she has issues with San Fran office answering the phone. They did not answer so she left a message and wished me good luck. Meanwhile I receive two texts stating that once again there are two shuttles coming! At 2:30 the dispatcher from San Fran calls me back, I explain the situation and she gives me hope that we can resolve this dilemma. Van #263 has now shown up for the 5 of us, the dispatcher tells me don’t get in #263, that we can get on van #332 with my son as that is not full and she will call the driver. I said he is right here, and I gave him my phone. Five minutes later he hangs up and says the 5 of you get on my van. When I said that is not what the dispatcher said, he tries calling her back. At this point 3 women walk out of the hotel looking for van #332. Three of them and six of us will not fit in one van, the drivers can’ figure out a solution and I give up in disgust and ask my son yet again to go on his own. Our van then makes 2 other stops on different sides of the town for two people … again an extra seat the entire time. It is incredible how disorganized and lacking in customer service Super Shuttle is, and God Forbid, don’t try and give them additional business by adding a passenger. I will never use this service (or lack thereof) again.

This driver who was parked on the side of the road tried to get into our lane by attempting to cut us off nearly causing an accident. He had passengers in the car and he called me a bitch and was really aggressive. Instead of waiting for us to go he kept edging forward aggressively trying to scare us. Really amazing how he can swear and give us the finger and drive like that with passengers in his car. He nearly crashed into us and the car in front of him. It wasn’t a typical guy frustrated with his job and just having a rant, this was a guy that was clearly trying to scare us and intimidate people. Is this the type of employee your company likes to hire? I see why this is a two star company when they hire crazy angry rude drivers

I received a call right at my scheduled pick-​up time letting me know they didn’t have anyone to pick me up. After their «15 min» range I received another call telling me they didn’t know what to do. There where not enough vans or drivers. So they canceled my ride. I had to ask whether or not I was going to be refunded before they asked if that was what I wanted. Grateful for Lyft. I arrived at my gate just in time.
This service is unreliable and not worth anyone’s business.

Waited 1 hr to be picked up. Cancelled ride home… used UBER got there in 10 min.
Crappy service both ways

I booked the shuttle 2 weeks in advance. Today 15 minutes before they were to pick me up I received a call telling me it would be at least another 45 minutes before they would arrive, no guarantees especially with Friday afternoon traffic. We ended up scrambling to find an alternate ride to the airport. I will not book with them again as they are unreliable. Hopefully my refund processes properly.

The online signup process was pretty straightforward and quick. The driver arrived at the beginning of our 15 minute pickup window and got us to the airport in about 20~25 minutes. Even though we picked the vanpool option, there was plenty of space in the vehicle. The driver knew exactly where in the airport to take us based on the airline.
I booked a 5AM pickup at 10PM the night before for two people, for $ 27 including tip, which I’d say is pretty good for last minute.
As mentioned, this experience was based on a 5AM pickup, so I can’t attest for how the service would be during rush hours, but based on my experience, I would highly recommend.

The ride was $ 44 and change,
I paid with my credit card. Some days later I checked my account online and I was charged $ 50 – the driver decided to add a tip on his own. I didn’t authorize this! Customer service issued me a refund. Still. A lot of these drivers are foreigners who have a different concept of proper use of a credit card transaction.
BE Aware!

If I could rate this a 0 I would. Normally SuperShuttle has been great. However, the last two times I’ve used them, I’ve had bad experiences. The first bad time, the driver showed up on time. However, he then rocketed down the highway to the airport like he was driving the space shuttle, not a super shuttle.
The recent bad time was Saturday. First the driver was late (outside the pick up window), then he didn’t know how to back up the van so had to drive around the block, then tried to refuse my ride even with my confirmation number. The door man of the hotel convinced him that he was being a jerk and to get me in the shuttle. The driver then gets out of the van with it still in gear and it rolls away with the other passengers still in the van. In this time, two other people show up with a SS reservation and he refuses them. We get my suitcase loaded and proceed to drive around the block and pick up the exact same people he just refused a ride too.
After this, we now have unsecured luggage rolling around the van and have to pick up another person and add to the unsecured luggage pile. The driver then rockets through a construction zone and launches the van over a metal plate in the pavement making passengers and luggage bounce about the cabin.
I called customer service to demand a refund while in the van! I was on hold for over 15 minutes before someone could get to me. The phone lady took my info and gave me a reference number and said someone would contact me in three days. This is unacceptable. This driver is clearly a danger and it takes 3 days to review this.
I demand my money back including the tip I had to give when paying as this was the worst ride in the history of me using Super Shuttle.
They need to do driving test, training routes, and make sure that their drivers actually know what they are doing before they are allowed out on the road with actual customers.

Very unprofessional. We had a reservation for our destination in Houston that we had to change the size of vehicle. I called SuperShuttle’s customer service number and discovered that «customer service» is not their priority. The lady that answered was rude, would not listen to me, and kept me on hold for 8 minutes, while we were driving.
At the Houston airport we had a couple large boxes that no one told us we would be charged extra for until the driver mentioned it. After what I went through with customer service, I was not a happy traveler. He was customer focused and made a decision not to charge us and professionally drove us to our destination.
We have encountered the rudeness with others at SuperShuttle. This will be the last time we use their service. They could learn a lot from Black Tie Limo in Pleasonton, CA

Very similar experience to Brian N. Reserved on the iPhone app while at JFK and checked in at SFO at the exact pickup spot. A van was assigned, and the van came by in 5 minutes but in the meantime my reservation was mysteriously cancelled.
It’s 11:15pm and after a 6+ hour flight who has the patience to play merry-​go-​round with their 800 number. Thanks Lyft.
I really wanted to give SuperShuttle my business but with such incompetence it is no wonder Lyft and Über are about to put them out of business.

Where do you go when you have to fly out of SFO?
The wife and I had to fly to New York City for a week, but there were no direct flights from San Jose to NYC during the day to JFK airport, so we had to fly out of San Francisco.
I checked the parking rates for Anza Parking, and it was $ 14.50 per day plus tax, or $ 128 for 8 days. Wingz and other car taxis wanted $ 70 each way, or $ 140 both ways combined before tip.
I checked
, and they quoted me $ 46 each way, before tip, for the two of us from southern Sunnyvale to SFO. We’ll take it!
I was instructed to be in front of my house between 5:15am and 5:25am, for our 8:50am flight out of SFO. There goes my wife’s beauty rest!
5:20am on the spot the van comes — a 10 passenger Ford E250 van. Empty of passengers –we are the first. We both get in the middle seat behind the driver. Learned long ago never to ride in the back seat of one of these vans, as you feel every bump on the road.
Driver puts our two carry ons through the rear door behind the fourth bench. Don’t want to put anything breakable in the luggage, as they just pile pieces of luggage on top of each other.
Wife immediately smells gasoline –probably some varnish to clean up a spill on the seat cushion.
Driver drives with the window open, causing the wife to almost suffer frost bite on her face. Go to remember to bring the ski mask the next time we go with Supershuttles!
Check engine light on in the instrument panel. Van shakes and rattles with every bump –it has definitely seen better days!
5:40am driver stops in Palo Alto to pick up another passenger. He gives the person a call. One ring, two rings, three rings. Some lady finally sleepily answers the call. –wake up call, lady!
5:52am a middle aged lady finally emerges from the condominium complex, with one bag. Wife has switched seats to the third row, with me in the second row. New lady decides to sit next to my wife, which she will regret as soon as my wife starts coughing!
No more passengers to pick up. Onto SFO!
Driver, Wai Thuan, is a very courteous, no cussing, no speeding, always using turn signals.
Last day of April, and we see a cop car pull over a vehicle on 101 –driver says the cops need to make up their quota of citations for the month.
6:17am we arrive at SFO, where Wai Thuan gets out and retrieves our bags from the back and puts them on the curb. $ 5 tip for getting us to SFO in one piece.
7 days later at SFO, we have a 9pm pickup from Supershuttles. We go to a special parking stop just for ride sharing vans, as directed by the traffic advisor.
Lots of Supershuttles here. I check with one and he says he’s for San Francisco. Ours arrives at 9:12pm. We along with 2 other parties are the only ones, all for Sunnyvale, Much better shaped Ford E250, with smooth ride.
Again, the driver drives with the front side window open. Wife bundles up in heavy coat and ski hat. Light traffic that late at night. We watch our progress on the driver’s GPS map.
We are the second to get off at Sunnyvale, getting there at 9:45pm, tipping the driver Kevin $ 5, for getting us home in one piece. On the side of the van is the phone number for cancelling or calling about a late van arrival 1−800-BLUE-VAN!

I ordered an early morning ride to SFO from San Carlos using a group van. Ride was timely, saw some neighborhoods I hadn’t seen before as other riders were picked up. I got concerned when one address was difficult to find and the time began to slip away, but the driver phoned the patron, persevered through the incomplete directions that were given, kept his cool, and got us to the airport in good time. Whew!
I had completed all arrangements online, including the tip – which was convenient, but then I felt awkward at the end when I had no tip to give the driver. I told him I had included the tip online and he thanked me as if I had handed him the cash — so I felt it was alright.
Both too and from the airport, the drivers were helpful and professional.

Screw this company! What a joke! I reserved a non-​stop ride from SFO back to my house. My flight arrives at the airport, I check in and get the confirmation text that I’m checked in, and I’m assigned a guest number. I wait 15 mins, nothing. Other Super Shuttle clients that have been there longer than me are visibly frustrated as well. I call their customer service line and wait on hold for over 10 minutes. I get on the line with dispatch and they tell me, «We’re so sorry it’s busy today so it will be another 45 minutes before we’ll have your shuttle ready.» I stated that I had a reservation and all they guy does is apologize. Told them to cancel the reservation and refund my money immediately. He says he will transfer me back to customer support to do that and I’m conveniently disconnected.
Also, the «tracker» is completely useless too. Checked multiple times during my wait and it showed «my shuttle» was at SFO. I find that impossible if they’re telling me it’s still 45 more minutes.
I’m thankful that I’m on business travel and my company is paying because I just took a cab instead. I feel sorry for the other travelers that were stranded by this completely unreliable company. How can I have a pre-​booked reservation and still be expected to wait over an hour for my ride?! Complete joke!

My apologies for this update being remiss. A quick resolution by the DM days after my review and a complete refund.
Management does pay attention to reviews which was impressive to me. I cannot provide anymore than a 2 on this update because management cannot undue what harm was done to me, or wife… or for that matter other passengers in the van. This maniac driver should have been fired by now.
I will continue to use Super Shuttle as a means of transportation and hope for the love of God that this will never happen again in any city. From the reviews I see there is a specific problem at SFO.

Pour mon premier voyage seule à l’étranger, j’ai décidé de réserver une navette de l’aéroport à ma residence. Beaucoup plus économique puis ça me rassurer de né pas être seule avec le chauffeur (je suis un peu trouillarde) En voyant les avis, après avoir réservé, j’ai eu un peu peur, je doit bien l’avouer. Mais au final tout c’est bien passé. J’ai bien reçu le message en arrivant à l’aéroport, je me suis dirigée vers les shuttles, un homme a validé ma présence et même pas 5 min après le van était là. Service impeccable et vraiment pas cher

Ich war erst aufgrund der vielen schlechten Bewertungen verunsichert, ob wir mit Supershuttle zum Flughafen fahren wollen. Aufgrund fehlender Alternativen haben ich mich dann doch dazu entschlossen.
Und wir wurden nicht enttäuscht. Absolut pünktlich um 8:15 stand ein sauberes Fahrzeug mit ordentlichem Fahrer vor unserem Hotel. Der Fahrer verstaute die Koffer ordentlich im Kofferraum und brachte uns pünktlich zum richtigen Terminal.
Es kann sicher sein, dass wir nur Glück hatten. Aber auch die anderen Fahrzeuge, die ich am Flughafen gesehen habe, waren samt Fahrer absolut in Ordnung.

Service impeccable, à temps au domicile, même un peu trop tôt. Arrivée à SFO à l heure prévue. A recommander.