I !had a great experience taking the shuttle from Key West to Fort Lauderdale. The ride was comfortable and smooth, but what really stood out was how kind and welcoming my driver, Chris, was. He was incredibly friendly, helpful, and made the entire trip feel easy and enjoyable. He even shared his ham croqueta with me, which was such a thoughtful and unexpected gesture. It's little things like that that make a long trip so much more pleasant. Chris was genuinely fantastic, and I really appreciated his kindness. I would definitely recommend this shuttle service and hope I get Chris as my driver again! read more

My wife and I recently moved to Tavernier we were getting tired of driving to and from the airport. Someone mentioned Keys Shuttle so went to their website and booked a round trip ride. They showed up 20 minutes early to pick us up. I explained to the driver that we would not be ready until our pickup time and saw that he had passengers in the van. He was anxious to get to the airport so I told him he could go and I would drive to the airport. He asked if that would be too much trouble and I said we would be fine. He told me to call the office and explain what happened and he sped off. I called the office number and told them everything. The sound of dishes clinking and a baby crying got me thinking this wasn't as big a company as I thought. She thanked me and hung up. The day before our return to Florida, I got an email about our pickup at the airport. I replied that I did not get a ride to the airport, I drove. I had previously called the office and explained everything. Obviously, if I drove to the airport instead of taking the round trip ride, I would not need the second leg of the trip. A couple weeks later I noticed a charge on my credit card from them. I emailed to ask them for a refund. They said I refused service on the ride to the airport and cancelled too late for the return. They charged me for both rides! I guess it's my fault for not checking their Yelp reviews. read more

Our driver Chris was wonderful-friendly, helpful, & welcoming. The shuttle was at the airport ahead of time and got us to our resort in Key Largo safely & efficiently. I'd definitely recommend Key Shuttle. read more

Keys Shuttle - Airport Shuttles Near Me - Big Pine Key, Florida

I had a great experience with my driver Chris! They were great at picking me up from my home and had great communication. I would definitely recommend this service to anyone who needs a trip to or from the keys from the South Florida area. I will definitely be using this service again! read more

Keys Shuttle Miami airport lounge now open - be sure to check it out. Great door to door service for back and forth transportation between the Keys to South Florida airports. read more

Please note the date of this review - and know that there are new owners. I used the shuttle last week for Miami Airport to Key Largo - communication with them was excellent, they were there in the window they gave me, and I would definitely use them again. Thank you! read more

the worst shuttle company. the owner is incredibly rude. very disappointed with the lack of any respect or service.

I hired Keys Shuttle from Fort Lauderdale Airport to Key West. They did not show for the scheduled pickup. I could not get their office on the phone for 30 minutes for an explanation. I was then told that they were 10-15 minutes away several times. The van showed up 1.5 hour after the scheduled appointment. When Bart the driver showed he was belligerent. He cranked Guns and Roses to a ridiculous volume in the van and drove recklessly. Almost had a collision and he called the police on the other driver. NEVER AGAIN would I hire Keys Shuttle! read more

Buyer beware. The keys shuttle service is just a scam. Be careful when you book as you will not get your money back when you cancel or change. My son and I cancelled our trip within the guidelines and had to wait 2 weeks for a refund and they did not refund the entire amount. Buyer beware as they are a bunch of scam artists. read more

Keys Shuttle was 52 minutes late picking me up. They did NOT proactively notify me that they were going to be late picking me up. In fact, it wasn't until I finally got a hold of a human, that the troubleshooting began. When I called their main number and selected dispatch, I got routed to a number that no one answered. I could not leave a message as the mailbox was full. I tried the chat feature on their website. Useless. I then called back the main number and selected the option to make a new reservation. Just as I figured, a human answered (new customer/new opportunity to make $$). I explained the situation to the gal that answered, and she explained that I had to select the dispatch option. I patiently said I had already been there, done that, she said she would contact someone to find out where my driver was and an ETA. I asked why it was that the driver had not called or texted me that they were running late. She replied that they do not have the ability to contact the customer directly. What did that mean? Anyway, about 10 minutes later another driver who was a few miles away called and said they would pick me up. 20 minutes later, they did. No apology. Turns out there was an accident on the highway and that was the reason the original driver was delayed. Finally made it back to Miami tired and annoyed. Why is it not part of this company's protocol to proactively contact the customer that they will be late? Why put the burden on the customer to figure out what happened to their driver? The same customer that pays good money for their services and is the entire reason they are in business in the first place!! BOTTOM LINE: Stay away from this company. If you value your money, time and sanity. This company does not value the customer. In fact, they act like they are doing you a favor by picking you up. Yes, that is their attitude. I recommend the owner, and the drivers take a Customer Service 101 class. They are in dire need of this training. This company should not assume the customer is intimately familiar with the highway between Miami and Key West and can guess that is the reason for the delay, that it is mostly a single lane in each direction with no shoulder and if there is an accident, you are completely hosed. So, there is a good chance there will be a delay in your transportation if there is an accident in route. RECOMMENDATION TO TRAVELER: Why spend almost $200 each way (that's the price for a shared shuttle) just to be caught in the same traffic as the FlixBus at ~$26 each way which includes free Wi-Fi and an onboard bathroom? (It's not like Keys Shuttle picks you up from your hotel in Miami or Miami Beach; you have to get to the Miami International Airport which is the only pick up point in this area.) Or spend some $$ and fly directly into Key West. Better than sitting for over 3 hours (possibly 4+ hours, if there is an accident). Your call. read more

I took this shuttle to go from Miami Airport to Islamorada and I couldn't have been happier. They got all new vehicles in January and very courteous drivers. I would definitely use them again. Thank you Keys Shuttle. read more

I have used the Keys Shuttle for two round trips from Miami to Marathon. Both trips went very well. I plan to use their services again this fall. read more

Just called this business just to see if the previous reviews were correct about rude service. Yes, it was correct! The lady was so rude. Informed her that my flight arrives from DC at 8:08 pm, she said they stop at 7pm and did not offer any solutions. She acted as if I was bothering her from a good nap. Bad business. You would think in this economy that they would stop after last flight. Do not recommend to anyone. Rating would be less if it would let me. Customer service is everything. read more

We will not be using this company again. We were scheduled to be picked up in Miami from Atlanta. Our flight was delayed, we called the shuttle company immediately to let them know and they said we would not make the shuttle in time. Their solution was to wait 4 hours in the airport for the 7:00 pm shuttle. This was not an acceptable option with my elderly mother. The employee told us we could text her with our decision. We texted her that we wanted to cancel and we were emailed a confirmation of cancellation with no mention that we would not be refunded. At the end of the trip when we decided to stay a day longer, we texted the number we had received communication from to reschedule. We were told they never received our text and also that "there were no cancellations via text." So they kept $384 of our money with no offer to help us get back to Miami for a discounted price. Very disappointing. read more

Absolutely horrible experience with customer service. Shuttle was running 2 hours late with traffic in the keys, which is understandable. We cancelled and drove ourselves to the airport to barely make it on time. When we tried to request a refund, they fought us on every little detail. Saying we purchased incorrect ticket (even though they hadn't even picked us up an hour and a half after our scheduled pick up time). Lied about the details of our cancellation (saying we cancelled earlier and for different reasons than we actually did). Said a manger would call us (never happened) only to later say we had to submit a request in writing regarding our refund before hanging up on us.. Last time I will ever use them. Recommend you stay away! read more

Keys Shuttle has changed management recently and I have nothing but wonderful things to say about my experience. Disregard negative comments from 2023 and before! The communication was excellent from booking to door to door drop off. I was picked up right on time, traveling from the Airport in Key West to Islamorada. The driver was skilled and personable and asked if I needed to make a stop for the bathroom part way. The new vans are beautiful, clean and safe. I recommend Keys Shuttle and will happily use them again if I am going to the Keys. read more

I started the morning by calling multiple times to find out about the shuttle. No answer or answering machine! We were able to go online and book a "reservation" please see attachment. Called when family hadn't been picked up at 1230 and was told they didn't have a 1230 pick up. I stated but I had a confirmation number for which I was told impossible! When I said your website says there is a pickup the woman said well we don't and haven't since the pandemic. When I said understand but the site is confusing I was told I wasn't listening and that I was going to be hung up on. Very disappointed as we then had to rent a car and wasted 2 hours of travel time to wait for a company who's site saying nothing to the effect of no shuttle available!!!! read more

Keys Shuttle - Confirmation receipt - Airport Shuttles Near Me - Big Pine Key, Florida

WOW!!! This is NOT the same shuttle service of years ago. I remember using them to travel from the airports prior to moving permanently to the Keys over seven years ago, and got great prompt, cordial service. Upon trying to book a shuttle from the Ft Lauderdale airport for a family member, I was, "welcomed" by a horribly rude and HARSH woman on the phone. She was very rude, and did not care about anything I was trying to achieve. (This was not my first experience with her). Spoke with this same person several days earlier with the same type of attitude. I am in customer service, and this business absolutely does not care about your travels, vacation, etc.... Do yourself a favor and steer clear of this horrible operation. Rent a car and enjoy the Keys without the frustrations of these rude people. read more

My girlfriend and I made a reservation online on their website (keysshuttle.com) as we wanted to go from MIA to Key West on a Monday at 7PM. Little after we made the reservation, we received their confirmation email with a confirmation number. Everything seemed perfect for our trip to Key West. Soon after we landed in MIA we noticed that we landed earlier than expected. Therefore we decided to call Keys Shuttle to see if we could catch the earlier shuttle. Few minutes into the conversation with one of their representatives, we were told we didn't have a reservation in the first place. We provided every single detail from the confirmation email and yet we where nowhere to be found in their system. We quickly hang up and started exploring new options on how to get to Key West. We ended up catching the Greyhound bus for a cheaper price. I strongly recommend everyone interested Keys Shuttle to explore other options before doing business with them. You might also disappear from their system. read more

I was scheduled for the 6 pm pick up from the Miami Airport. I received a call from the company around noon to let me know I would have to be pushed to the 7 pm shuttle as the 6 pm shuttle "had discrepancies" and could no longer come. My flight landed at 5 and I patiently waited the two hours for the shuttle only for it to never show up. I called the company who could not get ahold of their driver to find out where he was. By 7:15 I called the company back as I had not heard from them and was told the shuttle would not arrive until 9 pm. This company is a fraud and a scam. Do not trust them. Theres a reason American Express no longer allows their service. . read more

The experience was absolutely terrible On the pickup at the Miami airport, the van was 2 hours late, while all 6 passengers waited outside in the heat. Upon calling the office, the woman would only say it is a traffic issue. On my last call to her, I inquired about a credit since I was considering a Uber driver as an alternative. Additionally, other passengers wanted to join me. At any rate, the inbound credit would only be 50 percent of overall cost. Really? By the way, the woman who was handling the calls, hung up on me. Wow, poor managed company and an individual who has zero customer service skills. A week later on my return trip from Islamorada Key back to the Miami airport, my wife called a day before to ensure the shuttle is still a go. Of course, they said yes. Well, at 7:30 pm that night, I received a voicemail stating that the shuttle was going to be cancelled. We had to get a Uber driver who came in from Miami. Overall, the up charge was $30.00. Yes, the shuttle company did refund my money on the inbound. Overall, the experience was extremely managed poorly, it was terrible. I will never ever use this company, ever. Please be aware ! read more

So I booked my ride with them on the 12:15 pm to the airport BEFORE I BOOKED MY FLIGHT. Then I booked my flight. Keys Shuttle called me hours later and said sorry we're booked on that shuttle and the guy should not have taken my reservation. I could either take the 8:15 a.m. shuttle or get my money back. Never again. read more

I was very happy with the service I had an excellent driver he actually called me at 7:30 AM and told me he'd be there in 10 minutes I was picked up at 7:40 headed northbound picked up a few more passengers stop for a bathroom break in Key Largo picked up the last passenger headed to Miami airport arrived at 9:35 again I thank my drive Raul I would definitely use the service again read more

I don't even know where to begin but I suppose I will start with the hospitality as if I was family I was treated with so much care and concern for my safety and my son jack this company the owner and all of the people who work with him and for him are family they made sure at 4am I would be taken care of upon arrival at their shuttle company the driver would show up two hours early for work his name would be Johnny Rotten there was absolutely nothing rotten about this man he showed up in a cab and again 2 hours early he fired up the truck it was raining outside he took my son and myself for breakfast and coffee he was so kind and gentle and compassionate he made sure that we were happy taking care of we were safe it was the most incredible experience the Lost Art in this world today is communication &love and this company gave everything because they wanted to not had to Johnny Rotten I will never forget your soul the owner of the company I cannot thank you enough for your love and the safety you gave my son &my Self my experience was incredible Johnny made everybody on board his shuttle feel happy and welcome he gave laughter offered food coffee to every single person who entered amazing sincerely Jodi marulis read more

Keys Shuttle - Airport Shuttles Near Me - Big Pine Key, Florida

Absolutely fantastic, prompt and courteous service from Miami Airport to Key Colony Beach and back. Even through tropical storm Elsa. Highly recommend! read more

It was a nightmare taking this shuttle to the airport. We left Key West at 1:20 pm to catch a flight from Miami airport at 7:30 pm; they didn't get us to the airport until 7 pm and we missed our flight. On the way to the airport, I tried to ask the driver about an ETA, and reminded him that the company's website says an ETA of 5:30 pm if we leave at 1:30 pm. The driver then became extremely mad and yelled at me "SHUT UP! SHUT UP! DO YOU WANT TO DRIVE??" My friend even recorded a video as the driver kept yelling at us using curse words for a few minutes and really scared us (we are two Asian girls with about 5'3'' in height). We are thinking of posting that video to Youtube or something because that's really an outrageous way to treat a customer. Then, I tried to call the dispatcher to complain, and see whether there is a way we can get to the airport faster, maybe by paying more for the shuttle so they can stop picking up the last person and directly go to the airport. The dispatcher heard the situation and showed no sympathy at all. She basically said - "we can't control the traffic, and it's none of our business that you can't get to the airport on time." Well, I understand that the traffic can be unpredictable, but at least I expect a more apologetic attitude, trying to provide a solution, instead of a cold and simple "you deserve this" tone. When I tried to suggest other options, the dispatcher said, in a sarcastic way, "WE SHOULDN'T HAVE PICKED YOU UP; WE SHOULD HAVE JUST FORGOT YOU AND LEFT YOU IN KEY WEST." Then there it is. We missed the flight and spent extra hours and money to get home. When I came back, I called the business and hoped to at least get the $100 we paid for the shuttle back - let alone a reimbursement for our flight tickets as they sound too mean to care about that. The owner's wife simply mocked us and said that - "YOU CHOSE TO COME TO AN ISLAND AND YOU MISSED THE FLIGHT; WE DON'T CARE WHETHER YOU GET TO THE AIRPORT ON TIME." Those are all my interactions with the business. Everyone I have dealt with is extremely rude, inconsiderate, and very mean to the customer. It sounds like getting people to the airport in time is not their concern at all, as long as their van is moving on the road. I wouldn't be so upset if they had a good attitude, tried to explain the situation to me, and promised to try their best to resolve the problem. I really don't understand why this business is still here with everyone so mean to people, just taking the money and ignoring all of the customers' reasonable requests. read more

The driver robbed me. She started threatening me with calling the police and demanding money. I am a tourist in a new state with no idea what is going on, so I gave her all of my money in my wallet and ran from her van. This was a nightmare, and a traumatic experience, I never want to deal with these people again.... read more

Never, ever again. I wish I could give this place less than one star. DO NOT, I repeat, DO NOT USE THIS SERVICE. If you don't read my book of a review, just know this: if your experience is anything like mine, THERE IS A GOOD CHANCE YOU WILL MISS YOUR FLIGHT. AVOID AT ALL COSTS. I booked them for a ride from Long Key to the Miami Airport and didn't check Yelp beforehand--major mistake. I was told to be ready for my driver at 3:10-3:15pm to leave on schedule at 3:25pm, which would me get to the airport at 5:30pm (in time for a 7:00pm domestic flight). Okay, great. I called the night before my flight to confirm my booking and was told to be ready and waiting for the shuttle between 3:05pm-3:10pm. Still, fine. I was feeling a bit anxious the day of and called again to confirm (I never do this, but I just had a bad feeling that something would go wrong--little did I know); this time I was told to be ready to leave between 3:00pm-3:05pm, a point that was again heavily emphasized to ensure a timely arrival to MIA. At this point, whatever, sure. Cut to me at 3:15pm, calling to ask where the driver is. "He's on his way," I was assured, "he'll be there in 10 minutes!". At 3:50pm, I'm really nervous. I call back YET AGAIN, and am told that the driver is 10-15 minutes away because of "technical difficulties." What? I asked where the driver was, and was told Layton. When I asked what mile marker, I was then told he was actually in Duck Key (I'm a tourist, but those places are not close together). Again, what?? When I said that I needed to know how far the driver really was, the woman on the phone told me she would contact the driver and call me back. And boy, does she call back. "The driver's on the bridge right next to you!" WHAT?? WHAT BRIDGE, AND ON WHICH PLANET IS IT? I could go on, but long story (slightly) shorter: the shuttle broke down and another driver had to be sent. No, they didn't think it would have been helpful to call and let me know that the shuttle would be almost an hour late. No, they will not pay for my airline tickets if I miss my flight. No, they don't think they should be held accountable for getting passengers to the airport on time. But don't worry, because the driver is on his way, though he does have to pick make 3 MORE STOPS before MIA (that was brand-new information). Translation: you will absolutely, 100% miss your flight. At this point my sister-and-fellow-traveler grabs my phone and asks to speak to a supervisor. And wouldn't you know it, that's exactly who we were talking to. She said she didn't know what was going on because she had "been at the bank" and just got in, and didn't think it was her responsibility AS A SUPERVISOR to be informed about a shuttle breaking down. At this point my sister (and senior citizen father, who now has to rush me to an airport 2 hours away) absolutely lose it, screaming expletives, and the conversation ends. My experience with this company was start to finish a waking nightmare. The supervisor was clearly unfit for her job, and no one I spoke to seemed to care in the least about what's was going on. I sincerely hope that they go out of business, because they are truly, truly awful. read more

We were dependent for the shuttle to and from the keys and they were constantly late leaving the airport. We had three different groups using them. On the day we were leaving Key Largo we had a 12:15pm shuttle scheduled and a 2:00pm shuttle scheduled for our group to head back to the airport. The 12:15pm NEVER showed up - forcing us to pay for an Uber to the airport costing $158. The 2pm shuttle NEVER showed up either and cost the group $235 for an Uber. This is TERRIBLE business and a poor reflection on tourism for The Keys. Due to stress caused in logistics of getting down here we never intend to visit The Keys again. It ruined any good that came from the trip. They are a poor excuse of a business and no one should waste their money on a service that delivers ZERO of what they offer. We will be requesting a full refund of our tickets and what we paid in Uber's to the airport. read more

Be careful! Driver was very unsafe, we almost crashed once, he had to hit the brakes several times, at the end he was very rude at the Miami airport, he yelled at me and other passengers were upset at how he was treating me. Worse part? I called the company to complain and the owner was rude too, I have been doing research on social media and it looks like it's a normal thing and the owner is always rude. Unrealible service read more

I've taken the shuttle a few times and it has always been reliable. The drivers have also been very friendly. Obviously, it is not enjoyable to sit on a shuttle bus for four hours with strangers, but for me it beats driving after a full day of travel. The only issue I have with the company is the pricing. I don't understand why one passenger is $90, but their friends/family members are only $10 additional. So a family of three travels for only $20 more than the cost of my seat. I feel that more democratic solution would entail splitting the amount based on the number of total customers. Why should I pay so much more to be crowded by people that paid less? I would give 3 1/2 stars if I could, but I am assigning 4 because the service is convenient, reliable and cheaper than renting a car. read more

Key's Shuttle called us 20 minutes before my 4 guests were scheduled to be picked up and told us that their van was not operational and they would send a taxi instead. I told them that there was no way that I could send these people on a two and a half hour ride in a taxi, and they needed to come up with a solution fast, because they need to leave for the airport as soon as possible. They said that the taxi was the only option, so I asked what the name of the taxi service was and I would cal them right back, I quickly looked up the reviews for their substitute travel company, and it was full of"Use this company NEVER" reviews. I had to scramble to find my guests a transfer from Marathon to Ft. Lauderdale at the last minute, and they almost missed their flight. Use another service! You can't count on this one! read more

Very expensive and poor service, but unfortunately there are no other options. Phone operators are routinely curt and downright unpleasant. For example: my 7pm bus is quite late, but I get no call or text from the office even though they take all my contact info. The operator has no clue the bus is late and guesses (incorrectly) at its new arrival time. My bus doesn't show up until 7:40pm, but when I ask for a discount or future credit, I am told "we can't control traffic". All the while, while I'm waiting a driver arrives at 7:15pm, but tells me he's actually the 9pm bus. You can't control bad management and poor communication. In short, this company enjoys the benefits of non-competition and moneyed clientele. read more

Keys Shuttle - Typical night with this service, my 7pm bus is quite late, this driver arrives at 7:15pm, but tells me he's actually the 9pm bus - Airport Shuttles Near Me - Big Pine Key, Florida

Buyer Beware. Although the only other option is Greyhound, at least the Hound is reliable and can hire folks with some level of customer service to man their telephones. They fouled up my reservation. I had a print out of the date/time and they incorrectly booked me for the following day. As I was traveling with someone was was handicapped, this was important to make sure that things went smoothly. They didn't and KEYS SHUTTLE nearly left me stranded at FLL. They offered no apology for their mistake and the woman who fields calls for their toll-free number should be fired for her complete inability to fix problems (of their causing). DO NOT USE THIS SERVICE. It's unreliable, unprofessional and I will never use them again. read more

On-time pickup and door to door service, what more could you want? Its a bit pricey, but less expensive than the competition and certainly less than a cab. We traveled in a clean new Sprinter van that cruised the highway (probably a bit over the speed limit), but made it to the airport terminal just as scheduled, even with traffic. read more

Worst trip ever. Driver Ben was racist and very rude. He was late picking me up. No one contacted me I had to call them and confirm the pickup location with them. And the phone operators were rude and cold too. Finally it was 1 hour late than the posted arrive time. Don't waste your money here it's gonna ruin your vacation mood. read more

The drive up the keys to Miami International was great. The driver was friendly, on time, and drove normal. The driver down however...was an hour late and tried to make this up by speeding, running intersections, tailgating other cars (going 45mph with a 15 ft gap), smoking in the van, and just down right un safe. If you guys know Miami has traffic in the afternoon, you should probably plan ahead for that. read more

I've ridden in cars driven by drunk drivers who were better equipped to drive. I've had smoother wrecks. Two-footed, lurch forward then brake slam for 4 hours. Their no refunds policy isn't surprising after this ride. Never again. read more

This was a fairly expensive shuttle, but cheaper than pretty much the only other alternative going to my destination. Because of this monopoly, they pretty much do what they want without consequences. First off, they were at least 15 minutes late to pick me up. No call, nothing. If I hadn't called THEM to confirm the pickup location, I wouldn't have known. It was raining. I also didn't any sort of confirmation of my booking, which is unnerving. The driver was not friendly and didn't make any eye contact. We waited a little longer at the airport for another passenger which, to me, is ridiculous, as they were already late and if there was another passenger they were super late and the people who were on time shouldn't have to wait for them. The driver texted the entire drive, which was 1 and a half to two hours, looking up occasionally to see the road. I emailed the company to complain about this and request a different driver for the return trip, but I got no response and the same driver. Ugh. We also made a stop halfway and they didn't tell us about that so it was a little weird. Seemed like it was more for the driver than the passengers, and it reminded me of the scene on Bloodline where the shuttle driver stops at the gas station to make a shady drug drop. The driver didn't know where to drop me off, which is weird because my hotel said they drop people off all the time. He asked me where to drop me off and I had no idea. It was my first time there and it was dark. While I was calling security to come get me (they were a lot more competent), the driver got out and started checking his engine instead of getting my bag. Finally I asked him for my bag and he brought me the wrong one! He gave me the other passenger's bag. He was late to pick me up on the return trip as well. This time he didn't text because there were a lot of people in the van. It's a shame there's no alternatives to this service. read more

COMPLAINT ACTIVITY REPORT Case # 90315018 BBB serving Southeast Florida & the Caribbean Consumer Info: Taormina, Marty Business Info: Key Airport Shuttle 13333 Overseas Hwy. Location Involved: (Same as above) Consumer's Original Complaint : Driver ripped a huge hole in my suitcase after I cautioned him to be careful July 26, 2015 We were brought from Key West to the Miami Airport. We were picked up at 930 am from Key West and transported to the airport. During our ride we picked up many other customers as there were 11 total being brought to airports in Southeast Florida. The very last customer had a huge bag that was extremely heavy. I heard her warn the driver several times her bag was very heavy. Nevertheless the driver threw in on the top of all the bags. This bag as I later found out weight over 100 lbs. On arrival to the Miami Airport I got out of the van to find that my poor bag carried the full weight of this ladies luggage. It was sagging but intact. I urged the driver 3 times to be careful with that bag but he took the heavy bag straight upright, got the wheels lodged into my bag than yanked it out. I was completely shell shocked. He destroyed my bag and tore a 10 inch hole along the side of the bag. My luggage began falling out as we got inside the terminal. This driver was a very large powerful man who could of easily picked the heavy bag up and off of my bag without any injury. Instead he did just the opposite and tore my bag. I just told him to be careful and he completely ignored my caution. Afterwords he did not apologize or make any offer of condolences. He said the baggage handlers at the airport would handle my luggage worse than he did and walked away. I called the Key Shuttle of 6 times and was told the owner Mr. Raul Cisnero would call me back. He never did despite my continued calling. I did eventually on the last call talk to Raul's wife and she refused to talk with me and hung up on me. My bag was a London Fog brown cloth medium size bag. It cost over $150 brand new. Unfortunately for me, this was its maiden voyage and was never used prior to this trip. Consumer's Desired Resolution: I want the bag fixed or replaced. It was brand new and this was the first trip with the bag. It cost $150 and I am disgusted they blew me off and the driver was so lazy that he could not just lift the heavy bag off my bag. AMAZINGI last talked to them today 7-29-2015, the web browser would not allow me to pick the dats BBB Processing 07/29/2015 web BBB Case Received by BBB 07/30/2015 JLR BBB Case Reviewed by BBB 07/30/2015 Otto EMAIL Send Acknowledgement to Consumer 07/30/2015 Otto MAIL Notify Business of Dispute The company has refused to respond to this complaint. They could care less...... The owner refused to call back and the wife hung up on me. Good luck if you use this service. read more