I had a reservation for travel to SFO from Monterey. I arrived on time to the pick up hub and they did too. Turns out I was the only rider. They had received cancellations from other passengers and they could have cancelled on me as one rider doesn't make economic sense. But they kept their pledge to provide service and Hector (driver) and I had a pleasant trip to my destination. Thanks for not canceling on me! read more

Groome is the absolute worst. If your flight is delayed after hours, you're screwed - even if you booked your seat in advance. There is no one to call and they will not call you. They will just leave you without any options. Thanks a lot Groome - I'm currently standing outside SJC at 1:40am trying to figure out a plan B. read more

Groome Transportation - In the right spot and was here at the right time but no body showed up. - Airport Shuttles Near Me - Monterey, California

EVERYTHING SUCKS!! When this was Monterey Airbus, not only did the shuttles run EVERYDAY to midnight or later, they had a live person to help you 24/7! Not only does their "office" close at 5:00 pm everyday, but their advertised shuttle schedule is totally bogus! Make sure they have a shuttle available BEFORE you book your flight, or you will be scrambling to change your plane reservations like I did TWICE Also their website sucks. I had to re-sign up with a new account when Groome bought them out because "they could not interface with the old system" Sounds like a scam to me. I will DEFINITELY not use them anymore unless a DIRE EMERGENCY! This is so sad because we are STUCK South of airports San Jose and San Francisco with NO alternative shuttles!!! read more

I've had to ride this shuttle every couple of months for a few years and unfortunately it has broken down on my not once, twice, but thrice. Each time, it takes them months to issue a refund for the hundreds of dollars lost on the tickets and the uber ride to my final destination. Currently, for a bus that was broken down and had to be terminated in the beginning of March for a trip that left me and others stranded, I still have not gotten a refund/reimbursement for the trips and it is now end of May. read more

Very disappointed that the bus pick up spot at the airport location in San Jose had changed. By the time I realized, I ran to the other location and the bus driver drove right past me as I was waving and running toward him. I went to the original spot as I knew he would come back around again and I was again, waving and flailing and he passed me again. I ended up having to pay $204 to rent a car at 12:30am since I couldn't get a hold of any driver via phone. I paid extra for the 'cancellation' or any issue with the ride and the company would not give me a refund. I also paid extra and left an $8 tip and the company Groome would not refund my $8 tip either. Very disappointed. I have used this service many times throughout the years and doubt I will ever use them again because of this experience and their refund issue - especially with the $8 tip. The driver that left me behind, twice, does not deserve the tip. read more

Professional, punctual, and great customer service. Cant beat the price, to and from cA airports.

I use the service every time. Its very convenient and not needing to find parking at the airports. Pick up time is always on time either going to the airport or being picked up from the airport. Customer service on the phones are very friendly and accommodating if need be. I value my safety and your drivers are very commendable. Thank you very much! read more

I used Monterey Airbus often 10+ years ago and was happy to see it was still around though ownership had changed. Things that worked well: - Easy online booking - I could get a pickup at my hotel in Monterey, then on to SJC. We arrived at the airport on time and I was 2+ hours early for my flight. - The bus was much larger and more comfortable than the busses used 10+ years ago. Great improvement. - The drivers were very nice and drove safely. Things to know: - I booked my pickup for 7:30am. The day before I received a call telling me my pickup was 7:15 with no explanation. I arrived at my hotel lobby at 7:10 and pickup was already there - I wonder if it would have driven off without me if I had not been there. On time is awesome, but 20 minutes is excessive. It seemed like they knew how many people were traveling (see next paragraph) and forced me to be there earlier to get everyone in. Plan to give yourself time. - The driver that picked me up spent another hour rounding up other passengers in the area, and then he drove us to one of the bus stops to get on the actual bus to the airport. That second bus came to get us at 8:20. If I had known about the extra hour this would take, I probably would have just met them at the Monterey stop on my own to get more sleep. And, avoid a 2+ hour journey that felt unnecessary. Maybe I paid for the convenience of a direct pickup, but it wasn't convenient being in a car for another hour when everything is 10 minutes away from each other in a small town like Monterey. I wish there was more transparency on that at booking. In sum, $80 for the ride was a decent trade-off when comparing to a private car or uber to SJC, but it's also not cheap. Next time, I may not use this because it would be a lot faster to rent a car or spend on the private car. I am giving it four stars because really there is nothing "wrong" with this experience; I just think there needs to be more information when booking so you know what you're signing up for and how it works. read more

Very upsetting, booked a shuttle for our daughter tried to cancel and only received a credit.... Granted it was only $61 with tip however canceled 30 min AFTER I BOOKED IT~ also adding a tip b4 you even experience the service I thought was a bit presumptuous ~ I did tip 20% alas the service I received wasn't great, imo~ Most likely will NEVER use this credit and I am sure that is why no refunds they get to keep the money. Si La Vie read more

Worst service ever! They leave early, the don't answer their phone and the people are rude. Don't use them if you can help it!

this is my 3rd time waiting forever for late shuttle at sfo. I should never have booked in advance knowing this happened previous two times. I'll be stuck paying $150 for ride share home because I have zero way of knowing whether they'll ever show up tonight. there's no way to call or track when they'll be here. I gave two stars because the ride to airport from sonoma has been reliable. read more

Be aware, this shuttle does NOT transport pets in carriers. This is NOT clear on the booking website (nor in the fine print). I arrived to the shuttle early, I wasn't greeted with a hello, but "do you have a reservation". They saw my pet and said "you didn't read the instructions". I called the office and was denied a refund or future travel credit. I'm very disappointed with this company. Monterey Airbus was a reputable company with approachable/nice drivers. I can't say the same for this company based on my experience. read more

What went right: -We arrived slightly early thanks to our driver. -Our driver Nicholas was friendly and professional. He let us know about restrooms, updated us on route happenings, and gave us ample time to stretch. Needs Improvement: -Even though I was being guided on the phone, and had mentioned that I was trying to reach SFO by 4:00am, nobody informed me that the actual arrival time would be 4:45am until confirming the day before. That didn't cut it for me for my international flight, which was at 7. Had I know about this discrepancy, I would not have proceeded to book with a company that doesn't offer refunds. I had to rebook a ride for an even earlier time, one day before I actually had to be at the airport, and then book Ubers back and forth from my friends apartment, which has added up to $90. What was supposed to be a convenient and affordable shuttle ride, turned into a greater expense than I frankly would have ever paid. Thank you to the people I did receive help from! read more

This company is wonderful. The drivers are so polite and helpful! Last time the local traffic was bad, but the driver handled this with ease and made me feel completely comfortable and safe. From beginning to end this company is a class act. They will get you there on time with a smile and compassion. I highly recommend them, top notch! read more

Used this service from Monterey to SFO... other than ride was little long and bumpy it is a great service, and i didnt have to drive in Cali traffic read more

If your in san jose, do not take Groome Transportation. I arrived on time and early, 8am, for my scheduled pickup. Its been over an hour and finaly another groome transporation arrived but screamed at me saying they were going to monterey instead and the other driver was going to be late. NO shi* they late! I just bite the bullet and didnt want to risk being late for my flight so I decided to just get a ride share. Unprofessional and rude and not on time. If you dont want to be late, i highly suggest just taking BART or ride share if you can. Dont risk it. Such an american thing read more

very good pleasant driver; timely helpful informative we had a stop break in San Jose to use the bathroom clean bus would use again read more

Used this service maybe 5 times. Driver's always friendly and buses very nice. My problem is with getting onto the bus from the airport! No way to tell if the bus came already or if they are on schedule. I watched the bus drive by me today. Don't they know how many people are getting on at each terminal? So got rescheduled onto one two hours later, and then the customer service rep hung up on me while I was still talking. Oh well. read more

I made reservation for 12:45pm bus at San Francisco Airport. The flight was delayed. I called the phone number to inform them I was late; nobody picked up. I got to the pickup point at 12:50. I called the phone number again. I waited and waited. Finally someone picked up and told me the driver would be coming in a few minutes. I waited for another twenty minutes; no driver. I called the phone number again and was told the driver marked me as no-show. I said I had called to inform them my delay but no one answered the goddamn phone! The lady told me sorry and changed me to 3:15pm bus schedule. I asked about the 2pm bus. She said the driver called in sick so no 2pm bus today. Did they bother to tell anybody? When I made the reservation online, the website asked for my flight information. If they weren't going to check my flight status, why bother? One star for the 3pm bus driver. He was professional and courteous. read more

Been taking Monterey Airbus for 8 years no problem at all. They were always on time, and there were never any issues. Today was the first time using the new "Groome" company and it was so stressful because they were 35 minutes late and we couldn't get ahold of customer service. After waiting on hold for 15 minutes we got hung up on. Had to call back and finally someone answered and told us the driver had issues with traffic and would be there in 10 minutes. Driver still wasn't there so called back and the driver finally arrived. The driver told us that the person who was supposed to be driving got confused with her schedule so somebody else had to fill in. She was very friendly, and the customer service people were as well, but it was incredibly stressful before an international flight -- not knowing if or when they were going to show up. We almost got in the car and drove to the San Francisco airport. It's a bummer they were not reliable, because they have been for 8 years, makes me nervous to book with them again after this experience... and also seeing other reviews on here, this is definitely not the first time this has happened recently. I really hope it improves. read more

Worst service ever! 1 1/2 hours later than tme we were told for pickup. Took 1 hour longer than told to get to our destination. DONT USE THIS COMPANY or you will be sorry. Ruined awhole day of our vacation. Called to cancel return trip after that and wouldn't return our money. read more

Two stars because the bus is beautiful. Clean, modern, big windows, air conditioning and supposedly wifi. Minus three stars because I'm pretty sure I will need a chiropractic adjustment, a massage, and a new support bra after the incredibly uncomfortable ride. I'm super easy going - but wow. The discomfort is no joke! Time to replace the shocks! read more

BEWARE!!! If you're carrying more than one suitcase, BEWARE! The driver has discretion to refuse your second bag. My wife and I were travelling and we had two suitcases each. We had to literally beg the driver to take our bags or we would have missed our flight. What kind of business has that kind of policy?!? Charge us for our bags, maybe. But refuse our bags at a moment's notice? That's insanity. Not a fun way to start a trip. read more

I am writing to express my dissatisfaction with a recent shuttle service experience. On June 26, I was scheduled to be picked up from the Prunedale Park and Ride, but the shuttle arrived 20 minutes late. Furthermore, the driver was rude and refused to take my second piece of baggage because it was in a box. "In my 20 years of using the service when it was Monterey Airbus, I never had an issue". When I called for assistance, the representative was unhelpful and informed me that not accepting boxes is part of your policy, a policy I was unaware of during the booking process. The driver left me at the pickup location with my baggage before my conversation with the office ended which was the worst part. The driver's conduct was unprofessional. This behavior was not consistent with the high standards I have experienced in the past. I requested a refund twice but was told only a credit could be issued as I was allegedly canceling the service. I did not cancel; I was left behind by the driver. I have written to the corporate office and the Monterey manager twice and asked the representative to forward my message to a local manager. It has been two weeks with no response. I am very disappointed with this experience. read more

Staff on phonwas very helpful. Bus showed up on time. Driver was very nice. Efficient transfer from SFO to SJC. Rode back from SJC to SFO. once again had issues with online booking. But a quick call to their helpful representative reserved my ride . Driver was prompt and we had an on time departure. Return shuttle bus was roomy and comfortable, though the suspension needs some work- combined with bad roads lead to a ride with lots of vibration. Made it difficult to read my book. Thankfully , the very large front window provided a super view of the journey. Overall, nice people. On time. Efficient transport between SFO and SJC read more

I wanted to update my experience. I called and asked for a manager like suggested the lady that answered response was why?! Probably the same person I had the initial experience with. I spoke with Sheri a supervisor she was great and resolved the issue in about two minutes. The driver was professional courteous and got us there safely during the stormy weather. It's a great convenient service for the Monterey area. Perhaps better training in the customer service area would make it even better! read more

First time using this transportation service from Monterey back to SJC. The concept is good I'll say. It's a mid sized van that makes acouple stops along the way. You book your reservation online. From the mixed reviews I was alittle skeptical but here's my review. The shuttle pulled up basically right exactly on time. The van wasn't completely full which was nice. A long the way they made 2 stops even though we weren't picking up anybody they had to physically stop there and radio someone to get clearance that they could go. I felt like we could've saved an extra 15 minutes without the stops if they communicated a head of time there were no other add ons last minute and to go straight instead. Ride was smooth. Didn't see any charger outlets in the van. Once we arrived at SJC we first went to term A (the farther terminal), then instead of making our way in the inner loop that would lead us directly to term B passenger drop-off, the driver took the outer loop which meant we had to go ALL the way around again..,,To me that didn't make much sense and was a waste of time for the remainder passengers onboard. Not sure if it was by mistake or on purpose for protocol. Overall, it seems like there are a couple of things that can be improved upon. read more

I will never use this company ever again. They left me stranded at the airport in San Jose. Gave me a number to contact " in an immediate emergency " NO ONE PICKED UP! No contact from the driver to see where I was. Had to wake a friend up to come get me from over an hr away. They have you enter your cell phone number, why not call passengers. Bring back MONTEREY AIR BUS QUALITY SERVICE. Trust me, out of this whole entire trip this was the ONLY service that messed up. Truly disappointed and quite frankly don't like being put in the position of being stranded at the airport. read more

Second time using the airbus from SJC to SFO. Easy online booking and incredible value for quality transportation. Each time, driver was courteous and bus was very clean and spacious. We landed early from our international flight and could take an earlier shuttle. We received excellent communication and customer service. Will definitely use them again. Bus was pristine- not sure what other reviews are talking about. read more

Try not to use this service! The guy on the phone was unexpectedly rude as I tried to make a reservation. He ended hanging up on me for no reason. I called back hoping to get someone different. Same guy and he hung up on me as soon as I said hello. I called back and asked for a supervisor. He hung up on me again. I called back a total of 10 times and he hung up on me for absolutely no reason. I admit that sometimes in these situations I can become a "Karen" but in this situation I did absolutely nothing wrong. I submitted a claim with the Better Business Bureau and they were ultimately unable to get a response from this company. Businesses like this should not be in business! read more

The Monterey Airbus is a great company -- they really saved the day. We were in town for a graduation and the friend we rode in with had to leave a few days early because of a family emergency, so we had to find an alternative way to get back to San Fransisco airport. Monterey Airbus was recommended to us by a worker at our hotel who said it was easy and that she had used it before so we booked two seats. A day before our Reservation, we found the stop and asked some people there if it was the right place. They said it was and that they had used Monterey Airbus before and that they were good. The day of our ride out of Monterey and into San Fransisco we arrived a half hour early (recommended) and met some of our fellow travelers. One local said she used Monterey Airbus all the time and she too said they were good And never had issues with them being late or not showing up at all. The shuttle came on time and we soon got checked in and took our seats. Our driver Dimitrius was courteous and helped us with our bags. He was easy to talk to and even announced a bathroom break with great directions. His driving was smooth and all announcements were clear and friendly. Dimitrius Is a very cool guy who played a big part in helping us to get back home. I can't speak to the experiences of what the other reviewers here were -- but I can assure you that our bus was big and roomy (there were 6 of us with room for more) with deep and soft leather seats, tinted windows and AC. Our bus was on time and there was zero hassle from booking to our arrival at SFO. I am happy that we chose Monterey Airbus. Thank you for helping us to get home! read more

TL; DR: Learn from my mistake, kids: whenever anyone says "cash only", choose the smallest bills possible from the ATM, as they may be trying to force a more generous tip out of you than you'd planned. No complaints about the ride or the timing; rather, I arrived 10 minutes before a scheduled departure and asked if I could buy a ticket in person. "Yes. Cash is preferable, as the card reader is temperamental", said our driver. All I had was a $50 bill, and the ride was $64+tax (I believe), so cash wasn't going to work. "Can you try with my card?" He tried. It didn't work. "You'll have to go inside, QUICKLY, and get some cash from an ATM." I'm 56 and I have a bad ankle, so I don't run. I ran. Into SFO, Departures. The nearest ATM was up one floor, on the Arrivals level. My first try with the ATM didn't work, so as I was already nervous he'd leave without me, I chose $100 bills, to shave milliseconds off the transaction. I ran back and handed him a $100 bill. "Sorry, I can't make change." I gave him a penetrating smile and said, "Well, then this is a big ol' tip!" Administrators for Monterey Airbus? This was the 7 p.m. shuttle out of SFO on 7/10/23. Please let the driver know that he should advise people about not being able to make change before he sends them to the ATM, so that they will request small bills. read more

Best driver ever!!! I've done several shuttle trips and I wish I had gotten the name of the driver who took us from San Jose to Monterey March 2 at 5:30 pm. To start, she thoroughly went over safety and bus features like the seats recline but watch out for neighbor behind you, checked on comfort of passengers, noticeable caring from the start. Then came the tornado warning on all our phones!! She handled that expertly, staying calm, keeping us all informed and calm, checking if all were ok. She found an officer who directed her to park and not drive, which she did. She kept all calm and informed. She handled radio calls from her base with the priority being passenger safety first. She went above and beyond to take care of each of us. Very thankful that she was the driver during a stressful situation. She is definitely an asset to your company!! read more

I used the Shuttle from San Jose airport to Monterey, where I could arrange drop off at my resort door to door. The shuttle was on time and a convenient walkable stop outside of the airport, and seamless ride to downtown Monterey where a switch to a shared SUV occurs for a 10 min ride to my resort as included in the rate. The service was friendly. I was noticed the low reviews here of late, my service was very good and would keep in mind staffing challenges during the pandemic read more

Convenient, wonderful drivers, ample space. So glad the service has resumed! The seats were comfortable and they have USB ports to charge your electronics. Although the ride over is a little bumpy, I assume it's the vehicle's shock suspension. Other than that, definitely recommend taking this airbus to your next airport trip!. read more

Groome Transportation - Airport Shuttles Near Me - Monterey, California

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First time using this service. Excellent on time service and safe driver to San Jose. However, riding on their shuttle felt like riding in a pre-WW Ii Willy's Jeep. If you are looking for a teeth rattling ride up the 101, this is it, folks! Most uncomfortable ride I've experienced on a surfaces road-ever. My only question is "why"....why not make your customers comfortable? read more

They drove past the pickup spot, in the wrong lane, and didn't stop. Driver claimed to dispatch that they made a stop, but was lying. Apparently that's my problem. Dispatch won't do a refund because "we don't do refunds". read more

I had booked a bus trip from my home to airport and another trip from airport to home.   The bus did not turn up for the trip to airport, and they did not inform all of us until we called after waiting for 40 minutes. Then, on the phone, they say they will refund us, and well they did refund us. To my horror, they cancelled my booking from airport to home as well. And till date, they had not refunded this trip and did not respond to my emails. On the phone, they claimed that they will refund within few days. After 2 months, it is finally refunded. read more

These folks used to be really good. Last night, we made a reservation for San Jose Airport to Monterey. I was told 12:15. After some miscommunication, we eventually got an email confirmation that said 12:35. They showed up at about 12:22 or so. My wife yelled, and pounded on the bus, but couldn't get the drivers attention. The driver of another van started honking, but the Airbus driver drove off, apparently without looking in her rear view mirror (or she would have seen my wife pounding on the bus.) Fortunately, the driver called and came back. When I asked her about the miscommunications, she said it was company policy to tell the passengers a time earlier than they actually expect to be there, so the bus doesn't have to wait. She said she heard the honking but didn't know what it was about, and drove off. In the long run, we got home, and the driver drove very well. We are very glad to have gotten home. read more

I would have given a more terrible review, but the pickup actually went well. Pickup from San Jose was great, but due to 101 South traffic, we arrived at the Monterey Marriott 45 minutes late - an inconvenience to those waiting there to pick you up but not the fault of the company. However, the return trip was awful - and NO PICK UP! The "bus" was supposed to arrive at the Marriott at 11:45am to take me to San Jose to catch a flight. We were waiting since 11:20am in front of the hotel. At 12:30pm we called to see where the bus was and were told " Oh, a black (unmarked) Escalade came to pick you up an take you to the bus terminal. The driver went inside and asked for us by name - and nothing more! We were not staying at the Marriott. Driver did not even come bak out and ask "Is anyone waiting for the Monterey Airbus?" No, he just left! Not even a phone call to ask if I was there waiting!!! I was never informed about a "car" coming to0 get me to "take me to the bus" or we would have looked out for it. I would think, as a retired businessman, that there would at least be a car door magnet or paint job showing it's part of Monetary Airbus by its logo. My friend had to leave his job for the day to drive me back to the San Jose Airport. I hope they learn something from this review. Either mark your shuttle cars, or not on the confirmation that it will be a car picking you up at the hotel to take you to the Monterey Airbus bus depot! read more