Ghosted at Monterey Regional Airport after confirming pick up..Very difficult to reach customer service. I was refunded ticket price but they did not cover the last minute pricey Uber. Awaiting follow up response from Groomer read more

Website is not user friendly. So I called and was told I would be charged extra if I if I used the phone to book my transportation. I felt like I was being reprimanded for not using the website. The lady I spoke to was curt and abrupt and not at all friendly. A persons tone and attitude on the phone can make or break a company; had she been pleasant, I probably would have overlooked the $5.00 they charged to speak to a person. I decided not to use them for my return trip, partially because they didn't have great options for pick-up time, but mostly because I simply don't want to use them. I will spend more money using someone else rather than using them. read more

This company is extremely nonprofessional, irresponsible, and disorganized. I wish I could have given it zero starts. We scheduled transportation (a return ticket) btw UGA (Athens, GA) and Atlanta airport for our son for Nov 26 and Nov 30. On the way to Atl airport on Nov. 26 instead of leaving at 9:10 am scheduled, the shuttle left at 10:17 am and arrived at the airport after 2 hours just because the holiday traffic was bad. I called the support 3 times and every time I was told that the shuttle was around the corner, that manager was on the site but they cannot connect me with him, etc. My son got on the plane just because the flight was at 2:10 pm. On the way back (Nov 30), the shuttle that we reserved for 5:30 pm was overbooked when my son showed up at 5:15 pm (his flight was 1 hour delayed) and the kids were told that there was another shuttle at the different location. There was nobody there. No shuttle and there was nobody from Groom transportations. Kids waited and waited and then split in groups and took Uber to Athens. I have been on hold for 60 min so far and nobody hasn't answered yet. Do not use this company. We certainly will not. read more

INCREDIBLY bummed. I've taken this shuttle many, many times over the last 4 years, but this last ride has unfortunately ended my time as a customer. We showed up to the same spot as always (AND 15 minutes early as the shuttle recommends) and we never saw the shuttle. I called the customer service rep, who was incredibly disrespectful and refused any refund. We ended up having to do a rental car, and because of Easter and Spring Break, it was incredibly expensive. Would've been nice to get a refund so we can use that money to get home- which was the WHOLE POINT of the Groome ride. It's quite a bummer that we won't be returning because they do have some wonderful drivers, but the way we were deserted by the driver and disrespected by the representative ensures we will never use this service again. read more

Very disappointed with my rude driver. I showed up a few minutes before departure time, my bad for not arriving extra early but he was so rude. He saw I had I was carrying a bag, he turned and closed the van doors without letting me put my bag in the back. When I told him I wanted to put my bag in the back his response was "well I didn't know because you didn't ask" I responded with "well you didn't ask me if I needed to put my bag in the back" and then his response to me was "you are late" I have used this shuttle transport since the early 90's and now that it is owned by a large company it is terrible service, rude drivers, costs way too much money and then a tip and they had added way too many stops. I only use them because they are the only transport company in prescott so no other choice read more

I traveled from the Augusta Groome office to the Atlanta Airport. The driver turned around 1.5 into the trip and went back 1/2 hour both ways (that's an hour) to pick up missed passengers. He refused to answer my questions about why. When he dropped me off, he had given one of my suitcases to a dropoff 5 minutes before. I had to tell him to retrieve it and he told me not to be mean to him. I had only 10 minutes to get on my plane after a long TSA wait and bathroom trip. I was worried I didn't even have time to check if someone planted a security threat or drugs in my suitcase. The driver couldn't care less about the passengers. I would have fired him. I tried to contact Groome and it was very hard. read more

Their customer service sucks. June was very rude and lied to me. She was even yelling at me. They left my 87 year old mother at Lake Sumter Landing with no ride home after she missed the first shuttle because of a delay of her plane getting to the gate. She called Groome and also talked to every driver from Groome and they all called into dispatch to let them know she was there. She got on the 3:30 bus after checking in with the driver so they knew she was on that shuttle. June lied saying they don't check in their passengers. Not even an apology. I will never use them again and neither will she. I didn't even want to give them one star. read more

No one answers the phone after 7 or 8 - terrible if you missed because of plane delay!

I was scheduled for a pickup by Groome Transportation from SFB Airport, which had been confirmed the day prior. However, no driver arrived at the designated time. I called the customer service line and spoke with an agent named Glenn (who declined to provide his last name). He informed me that there had been an oversight on their end and that the assigned driver, Kenny Lopez, was now en route, but would not arrive for over an hour--this was already 20 minutes past the original pickup time. Given the delay and lack of communication, I informed Glenn that this was unacceptable and arranged alternative transportation via Uber. I followed up with a call on Monday to request a refund and a callback from a supervisor, Wendy, but have yet to receive any response. This experience was extremely disappointing and reflects poorly on your service. read more

Two minutes late to shuttle at ATL airport, by a time assigned by Groome. The rude driver already marked me as a "no show" when I complained he said "I'm not going to have a problem with you am I?" I complained respectfully, not loud, showed displeasure in my face though. Then, power tripping driver said we have a schedule to stick to. I'll leave you here if you are going to be a problem." No courtesy, no respect just on a power trip. Groome inform your passengers there is NO grace time, even 2 minutes! Meamnwhile, another man for the Macon shuttle was left and he was there 10" early. Vince do better, teach your employees customer service, warn travelers NO grace period, don't leave early!!!' read more

This is for Groome in Augusta, Ga. I have used them numerous times. Always dropped me at my airlines gate. This time driver dropped us at some random no -name gate and said there was no such gate as Southwest with curbside check-in. This is not true of course. I'm 79 yrs old; had to drag two suitcases into airport and ended up falling. This was 6 weeks ago and after numerous calls and emails to Groome they have still not responded. I am actually scared to take this service again. Anyone else have this problem? read more

Tonight Groome found it appropriate to default on my booking, leaving me stranded 80 miles from home overnight, and won't refund me. Be cautious. Groome, it's not too late to make this right. read more

Beyond not good. If negative stars were possible, -5. Automated message stated their Gainesville, GA parking lot was full at 9:30PM prior to our next day 6:30 departure to said lot. Fine. Just cancel and give us a refund. Nerp. Stiff on the phone said that company policy is credit. To use for the next time the lot is full? Go ahead and keep my money you shysters... read more

I have used Groome in the past but I will think twice after I used them in December 2024. The driver smelled awful I had to cover my nose the 1.5 hours to airport. He couldn't hear and had a person riding with him who was unkempt . I felt like they were in the movie The Hills Have Eyes. He drove way too fast on the slippery roads because he was running late. I complained and never got a return call. I kept trying and finally someone answered a few days later. I said I do not want that driver on my return home. That part went well, had a good driver. We were packed in their van but you have to expect that. Now I understand they have a schedule to keep but not at our safety. read more

TERRIBLE service. The past 3 shuttle rides from the airport they told me the driver was having a "family emergency" 30 minutes or less before my shuttle was supposed to arrive. Not reliable at all and not a good source of transportation for military personnel. read more

Groome transportation literally left the pick up area before the departure time. We walked out the door in Denver airport and the shuttle left about 5 minutes before we walked out according to another driver. We took a 25 minutes delay out of Dallas, pilot made up most time in the air and we ran through the airport to make the shuttle before departure. I have sat on that same shuttle several times before and waited 5-10 minutes for passengers to arrive. Obviously there really isn't a need to put your flight information in when you book a shuttle if the company isn't going to bother to look to see if your flight has landed before they leave you at the airport waiting another hour for the next shuttle. Will not be taking this shuttle again. read more

This company sucks! Don't ever expect them to be reasonable. I made a return reservation from the Grand Canyon to the Flagstaff airport without knowing that the river trip I had booked provided transportation back to Flagstaff as part of their package. I cancelled the Groome reservation OVER 1 MONTH in advance of the transportation date. They refused to give me a refund, which I believe is completely unreasonable in this case. Instead they gave me a credit good for 1 year which is completely useless to me since (other than this trip) I will not travel to the destinations they service. It amounts to stealing this money for me and I will NEVER use them again! read more

Having used Groome Transportation since they started in Eau Claire, I have never had to write a bad review...until now. Recently I booked a round-trip shuttle for myself and my mother for our trip to Greece. Our flight back from Philadelphia to Minneapolis was delayed due to storms. I called Groome to inform them that our flight was delayed and supposed to come in at 12:00 AM, so we would need to change to the 12:35 shuttle. The person at the desk was helpful and took care of that. Unfortunately, our flight was further delayed and we didn't arrive in MSP until after 1:30 AM. There is currently no way to contact anyone at the Groome office between midnight and 7 AM and there is no shuttle between 12:35 and 4:30 AM. Our option was to wait until 4:30 and gamble whether we'd be able to have room on that shuttle (again no communication to guarantee that) or else wait even longer. Ultimately, we elected to spend more money and took an Uber. I called Groome after the fact, and while the receptionist was kind and understanding, Groome would not issue a refund or credit to a future shuttle trip because I didn't give 24 hours notice (which is impossible in that situation) and because there was "a shuttle" (at some point) available to us (although maybe not together either). As disgusting as the lack of credit/refund is, the worst is the lack of communication available to passengers like me. It was very distressing not to have any way of communicating with Groome for hours. I realize that my situation is probably uncommon, but nevertheless, is possible. In the future I will most likely be using other means of transport to and from MSP. read more

I was 4 minutes late, and the van had left. I was informed that I'd have to wait an hour for the next van to Atlanta. it was raining and chilly, I went to sit inside (East Ridge location), the smell of cigarettes was so bad it set my asthma off. My clothes stank and smelled like cigarettes all the home to Detroi. read more

We were supposed to be picked up at 1:00 at MInneapolis airport. The Driver clearly did not know who was he was supposed to be picking up. He added passengers who were not supposed to be on the transport at 1:00. He turned the van on and left it to check on another groom van. There was a sign that said DO NOT LEAVE VEHICLE IDLING. Also when he left he had the heat on. When we told him the heat was on he said he as sorry and he couldn't see!!! Then said he was kidding. He was very sarcastic and rude when asked questions. I will not recommend Groom to anyone. This was an awful experience after 2 days of traveling. read more

I've used Groome on many occasions for transport from Fort Collins to DIA. My recent trip was very frustrating. The smaller shuttle from CSU to Harmony Transport was overbooked so folks with reservations were turned away and had to wait for another shuttle - thank goodness I got the last seat sitting shotgun next to the driver. Then the larger bus to DIA overheated and broke down. We all had to unload and wait on the side of the road for another bus. We got to our gate with only 5 minutes until boarding. Definitely added a layer of stress. I understand these things can happen but Groome didn't even acknowledge the inconvenience and frustration for everyone - not even an email to apologize or how about a voucher or discount for future travel - nope! Gonna either use Landline or Uber in the future. I gave 2 stars because the driver was pleasant about the whole scenario. read more

From Atlanta to Augusta...Very uncomfortable ride. The shuttle shook the entire time. I felt like I was on a speed boat going at a fast speed on the ocean. Aggravated my back with all the vibration and kept feeling like I had to use the restrooms. Shuttles need to go to maintenance and get inspections and dunes up/ Customers deserve a comfortable safe ride. nothing safe about a shuttle constantly shaking. read more

Don't use groom transportation if you are handicapped. they will not drop you off at departures to get a wheelchair. You get dropped off on the first floor and have no help getting up to wheelchair assistance. Even with the door-to-door extra charge. read more

Groom transportation has bought Monterey airbus, which I greatly enjoyed using. After the acquisition the services went down drastically. Staff is rude, accommodations for cancellation is horrible. My flight got canceled and they refused to issue a "store credit"! so I can use the ticket later. One would expect the airport shuttle have a better policy. Plus the fee went up! Renting a car next time! Sad to see good and needed service go down! read more

Still waiting to hear after two months from management! Third attempt to speak to someone. We scheduled shuttle, failed to pick up. Told they forgot to stop, find another way to airport. No customer service. Do not use!!!! read more

A friend recommended Groome Transportation, as I was flying to see her in Colorado. I booked my reservation and made an inadvertent error - booking two people instead of one. I immediately realized my error and went to modify my reservation. When following the prompts to modify my reservation, I was asked to input my credit card information again, which I thought strange, but proceeded to do. I then completed the reservation modification online, but followed it up with a call to the customer service number. Based upon the confirmations I received to my email, it appeared that I now had two reservations - one for two people and one for one person. I explained to the customer service rep what had happened and she said that I would receive a credit for future travel for the first, erroneous reservation. I expressed that I would like a refund, as it was an accidental mistake and I had followed the prompts to modify the reservation, not expecting that I was making a second reservation. She said that they didn't give refunds. When I further voiced my objection and asked to speak to the manager, she said she would ask a manager to call me back. Within an hour, the same customer service rep called to say that she had spoken to the manager and that person had declined my request for a refund. The rep said she had sent me an email with the credit for future use. When I checked my email, I found she had issued a credit for the difference between a two-person reservation and a one-person reservation, which would have been fine if they hadn't already charged me for a second reservation. I still am in the process of resolving this. This company's policies and procedures are ridiculous and I still don't understand why a refund couldn't have been issued. I will not be using Groome ever. And Groome doesn't even serve the geographic area where I live. I do not recommend using this inflexible company who doesn't seem to care about customer satisfaction. read more

I wish I could rate this lower. Driver forgot to shut back door on van. Lost my luggage before trip. Important documents. Dispatchers were very RUDE. They were smart asses. And blamed me for driver forgetting to shut door. . Then dispatchers got mad and called cops on me. Nothing happened. Very unprofessional. They know nothing about driving or customer service. The village idiot. You take your life in your own hands if you let groomed drive you read more

Worst company ever! They charged my creditcards for the same order 5 times! And they don't offers a refund, only travel credit, being from outside the U.S. that means that i have lost almost $600 because of this incompetent company becuase their webiste can't handle a simple creditcard payment and they won't reply to emails or through their FaceBook page (they will, how every, read the messages you send to them through FaceBook but they don't care enough to reply to them!). I guess that i'll have to get my bank to collect the money from Groome Transportation now when they care so little about their customers and thinks that anyone wanna travel with them after their badly programmed website have scammed me out of $600! read more

DO NOT BOOK! HORRIBLE service. When I called to book a reservation, 2 different women had a bad attitude for no reason at all. They just sounded annoyed the whole time and were barely giving me enough information. One of the ladies just asked for my card information without even telling me the final price. Anyways, after I booked I wanted to know if I had to pay for a luggage, so I called and one of the ladies told me that a large luggage is $18. I told them I'll call again when I know how many luggages I have total. Then when I called again the next day a different lady told me that it's completely free and that I didn't have to pay anything at all. I was irritated because I almost paid $18 for no reason, but I was just glad that it was free. Then on the day of the pickup, I was waiting for my shuttle which was supposed to come at 3:10 am. As I was waiting, I ran into a man that told me he had been there since 10 pm. It was about 2:45 am when he told me this. They never picked him up so he was waiting for hours at the hotel. Thankfully at 3:10 am the driver showed up for us and took us to Minneapolis, along with the man who was waiting. The driver was a very polite and nice man, and he did his job perfectly. As far as the customer service though, it was horrible and I would never book with them again. Save your money and book somewhere else! read more

An hour late and no communication or ability to to contact for information! There are four separate customers sitting here waiting, no contact or update as to what's going on! read more

They gave me a "credit" after I tried to cancel my ride 3+ weeks in advance. Read the fine print, you checked the box was his response. I will take it up with my CC company, will probably be denied.... but BEWARE!!!! Even if I return to Nashville I would NOT USE THIS COMPANY!!!!!! read more

Do not use Groome Transportation. They have terrible customer service and their refund/credit policies are awful. My wife and I were scheduled to attend a wedding in Santa Fe in November 2022. A few days before the wedding, my father fell and was in ICU. We had to cancel the trip to be with my faither. The hotel and airlines worked with me to cancel our reservations due to the circumstances - Groome would not. To make matters worse, my father died on December 11. I called Groome and explained that I clearly was not going to the wedding and I had no reason to be in the area again, and I requested a refund. It was all of $95. Groome said they could not do anything expect provide me a credit for a place I had no intention on going. Well, my wife and I decided to go to Santa Fe this year to use the credit. I called Groome and t they told me it expired at the beginning of November and there was nothing they could do. I asked to speak to a manager, then another manager, then I asked them to call corporate. I tried to give them every opportunity to be a decent company under the circumstances. I told them to do the right thing or I would write this review. I just received a call and my issue apparently went all the way up to corporate and the response was the same - there is nothing we can do. This is shameful. Groome is a terrible company. I cannot imagine a more tragic situation. They do not care about my business and they probably do not care about your business either. I guess Groome really needed my $95. Please do not use this company as they are unforgiving when it comes to providing a refund. Injury and death of a loved one did not work, so I cannot imaging they will give you a refund if your flight is late or cancelled. There are other transportation companies in the area. Please try Road Runner at https://rideroadrunner.com or try Bernard Transportation at 505-550-9901. Anyone deserves your business over Groome. read more

My ride to Rochester from MSP at 7:15AM was smooth and quick. The car was comfortable with only 2 other passengers, and the driver Tom gave someone who missed the ride 5 minutes before leaving the area, leaving a voicemail about 2 minutes after arriving at their pick-up spot and going in to check if they were there. Tom made pleasant conversation before and after the ride, and was mostly quiet during the ride other than providing some info about drop off locations and ETAs. I would recommend and use Groome again! read more