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

Our first shuttle ride from the airport to our rental house was 20 minutes late, and the driver did not even say hello to us. Our second shuttle ride from the house to the airport was horrendous. The driver was flooring it and then slamming on the brakes in stop and go traffic for the entire time. I have never before in my life been car sick, and I threw up the moment I got out of the van. We paid $450 for these shuttles and it was a complete waste of money. I would've rather walked. The other passengers riding with us got to the airport with only 10 minutes to spare before their plane was departing. We got out at the wrong stop just so we did not have to stay in the shuttle for any longer. After booking this shuttle, I now know to check Yelp ahead of time. I wish I could give less than one star, I am completely disgusted. read more

Avoid at all costs! Driver Raul arrived 40 minutes late. Then drove unsafely, speeding to FTL airport until he was asked to slow down (did so after being sarcastic and rude). Went to MIA airport first, even though my wife was late and the MIA passenger's flight was 2 hours later. As my wife tried to discuss options with him, he told her she was distracting him, and he was going to pull over and call the police if she didn't stop talking to him. Also refused to use a navigation program as "there are only two routes" (not true). Do yourself a favor and use anyone but Keys Shuttle. read more

**Review from July 2018** Unlike other reviewers, I was NOT called 15 minutes prior to pick up, rather called when he was there and told to come now. Since it was 110 outside, I was waiting inside the hotel complex and needed a couple of minutes to get to the front. The driver was up the block and across the street. After a couple of minutes driving, I asked him if he thought it might cool down in the van since it felt as though either he had just started it up or the A/C wasn't working. The driver immediately started on a diatribe about how he just picked it up from the mechanics and its not his problem, etc. I said okay, seems as though the vents are blowing hot air. He said he would let the company know. He was on the phone (and off and on again) for 10+ minutes, and since I didn't hear anything from him, I decided to call myself. The driver then finally defensively said I just called and there ain't nothing they can do you gotta call them. I called again and spoke to someone, explaining that for $90, in 110-degree weather, this should at least be air conditioned and if not they should at least provide water or something. They claim it the first they heard I said that the driver claims it just came from the mechanic. The driver then gets all agitated and starts swearing at me and saying how he deosnt care as long he is paid its not his job to do anything else and uses some choice words. I ask him to stop cursing, he keeps screaming. I called back and am basically told they are not going to do anything, and we can stop for water (which I paid for btw for everyone) and boom, thats it. So thats their customer service model. Take Greyhound!!!! read more

If I could give this place less than one star I absolutely would. The experience was awful from start to finish. It began with the reservationist failing to tell the driver to pick me up. Then the company told me I was out of luck and all They could do was issue a refund for the service. Of course, this is my only ride to the airport. No taxis available. No other shuttles. I put all my eggs in this basket and they completely failed to do their job. After many complaints and possibly a few tears, The company said that they had found another driver who could take me and he would pick me up in 15 minutes. 15 minutes passed, no driver. An hour passed, still no driver. Each time I spoke with the company, they told me that he was on his way. They told me that he had lied to them when he said that he was only 15 minutes away from the office. It all sounded very fishy. Finally after more than two hours, the driver arrived. He drove right by me, which wasted even more time. When we finally got on the road, the driver was swerving And accelerating or decelerating for no apparent purpose. He pulled off the side of the road for different times and when I asked why, he told me "don't worry about it" or "take it easy". I was in fear, not to sound too dramatic. At another point, the driver pulled off at a gas station and said he needed to take a mandatory 15 minute break. This literally sent me into tears because I was just about to miss my flight. When I called the company to ask if they could get him to drive instead of taking the 15 minute break, they said that they didn't know why he was taking that time. They called him and he denied ever pulling off the road. So he lied again. At another point during the trip, a policeman pulled up behind us with his lights on and horn honking. The driver was going so slow in the left lane that the police officer had to activate his lights to get around us. Other drivers were honking too. I made it to the airport with minutes to spare and as I hopped out of the vehicle, The driver laid on his horn for a good 20 seconds as a gracious goodbye. I can honestly say this was one of the worst travel experiences. After calling to describe my trip in detail to the manager, the owner refused to even issue any sort of a discount for the harrowing experience. Take my advice, do not use the shuttle company. It'll save you a lot of anxiety and discomfort. read more

My mother and I were picked up by Keys Shuttle driver Joe at our Key West resort on a Sunday morning in April. We had made our reservation for this trip to Miami Airport over one month in advance through Miami Beach 411, paying the full amount of $150. Our pickup was scheduled to be at 7:30am. At 6:42am, we got an abrasive phone call from the driver telling us that he would be there at 7:00am. Scrambling to get ready under the constraints of this new deadline, he rudely called three more times to let us know he was downstairs. Once downstairs, he was either unable or unwilling to lift our suitcases into the back of the shuttle. I had to do it myself. He informed us that he only had a reservation for one, but was willing to take both of us if we paid the additional $10. My mother informed him very politely that we had already paid, pulling out her confirmation printout. Joe then raised his voice tremendously, threatening to leave her behind if she did not pay the fee. He then began to swear at her, yelling that he "would pay the f***ing $10." I tried to calm the situation as we boarded the shuttle, Joe still swearing about us from the driver's seat. At this point we were the only guests there. The shuttle made two more stops without any incidents, picking up a total of 3 women. Joe informed us that we would be stopping for coffee at the half way point, where I planned to call the company to confirm our payment information. At a gas station I called Keys Shuttle while the driver was inside. The dispatcher I spoke to was very rude on the phone, informing me that she only had a payment and reservation for one person on record, and I would have to call Miami411 for more information. When I asked her for the phone number, she said she did not have it. Luckily I had my blackberry and was able to find it. The woman I spoke to at Miami 411 was friendly and helpful, confirming our payment and told me she would contact the Keys Shuttle dispatcher to fix the error. Joe then came back and was collecting payments from the guests who had not yet paid. One of the women we had picked up gave him her credit card, for which he used no discretion when loudly giving the dispatcher the number. He then turned to us and said "you owe me $10." My mother and I began to explain that we had just spoken to Miami 411 and Joe again lost his temper. He climbed over the seat and began screaming at my mother to "Get out!" and "I don't want you on this shuttle!" I had the confirmation of our payment in my hand and tried to intercept him by saying "Excuse me sir" and he stood over me, inches from my face, screaming "Shut up! Shut up, you shut up!" He then turned his attention back to my mother and continued shouting, informing her that he was a 70-year-old Vietnam Veteran, had raised a family and was an ex-high school teacher, and the he "wouldn't take any s**t from you!" The reason for this speech - where he compared my 50-year-old mother to his experience in Vietnam - is beyond me. Shouting at her again and again to "get out" (while we were at a gas station in an unfamiliar part of the Florida Keys), I could hear his dispatcher calling him on the radio and begged him to answer it. At the same time Miami 411 called me back, informing me that she had spoken to the Keys Shuttle dispatcher and we were all set. Shaking, I told her that the driver was attempting to throw us off the shuttle while Joe continued to yell. I could not hear what the dispatcher said to him on the phone, but Joe yelled "I don't care, I still want her out" and "I don't like her attitude!" After a few moments he calmed and hung up, but still glared at my mother, saying "I don't like you!" and did multiple mocking, exaggerated impersonations of her declining to pay the additional ten dollars. He did not speak to us for the remainder of the ride, and did not offer any apology when I collected our bags from the shuttle at the end. I work in hospitality and have never been treated this way, nor have I ever seen anything close to it occur. I cannot believe the level of verbal abuse from an employee whose company had made a clerical error. I was ready to call 9-1-1, afraid of what this clearly mentally unstable man would do to us. Never have I been so scared of being harmed by someone. I don't think I need to point out that this experience nearly ruined our vacation. Joe's temper and mannerisms were not the only problems associated with his performance in the trip. During the entire trip his driving was erratic and frightening. He sang loudly to the radio in the quiet shuttle where the other guests were sleeping, only pausing to loudly cough up whatever substance was lodged in his throat. If this is the type of person and experience Keys Shuttle approves of, they have lost a customer. I do not blame Miami 411 for this experience as their customer service was extremely helpful, but I do want them to see what type of person is representing their company. read more

I dont think ive ever met a more awful person than the driver for this company. The driver is the owner!!! He was supposed to pick me up at 4am, but decided he had to be leaving a different location then so he was leaving me at 3:50, 10 minutes before our agreed pickup time! He was a total jerk about it. I was running down the street with my luggage!! I called the main number and the guy who answered was very nice and agreed that this was wrong and that he couldnt pass complaints on to him and this sort of thing happens all the time. He said he doesn't need the money and thats why he treats people this way. Huge warning here!! This is a terrible company run by a terrible man. If i could give zero stars i would. Worst part about it was the first time I used them I waited 45 min due to the fact that another lady was running late... Honestly, I'm still in shock that he couldn't wait one min for me to be early! read more

We had nothing, but a pleasant experience with Keys Shuttle. We took the shuttle roundtrip from Fort Lauderdale Airport to Key West. On the way down to Key West, we were called approximately 15 minutes prior to departure time. The bus was much nicer than I expected. It wasn't one of those shuttles like you take from airport parking to the terminal. It was a very nice and clean shuttle with multiple rows of seats with comfy seats with headrests and seat belts. There was 6 of us in the shuttle so it wasn't crowded and the other 4 people got off in Key Largo so it was just us the rest of the way. We took two rest stops on the way since its a pretty long drive and were able to bring alcoholic beverages aboard. The driver was pleasant and provided good conversation at times and nice silence at others. The way back from the hotel to the airport was just as pleasant. Like before we were called 15 minutes prior to departure. The trip back it was just the two of us so it was a pleasant and much quicker than scheduled drive. We made it from Key West to the Fort Lauderdale airport in about 3 hours and 45 minutes. Like before, the driver was pleasant and we had a nice drive. The Keys Shuttle is definitely the way to go if you're not flying into Key West or if you're going to one of the keys in between. read more

Booked this shuttle for my daughter, she was waiting outside Miami airport at night in the rain for over 1 1/2 hours, had to call them to find out what was going on, were not helpful! THIS IS NOT GOOD SERVICE!!! read more

Slow and unreliable. Was suppose to leave Miami airport at 3p showed up at 3:20 then half hour in he had to stop for gas. Why he wouldn't fill up before picking us up is beyond me. Van was full- 6 passengers. After gas finally full he decides to go into store to buy himself food. Arrived a full 40 min after published arrival time. Also pick up spot hard to find- in grey hound station. Will do uber on way back. read more

The airport shuttle to Miami was fantastic. The driver was very nice, he was no time and he give us a tour. His knowledge about the keys impress me. He call us 10 minutes before the pick up time, and patiently wait for us at the door. The shuttle has only 4 more passengers and all of them ask him question about the bridges and stuff. The price is very reasonable. In general we highly recommended Keys Shuttle. read more

I was not able to actually ride on the shuttle because I had travel difficulty getting to Miami airport in time for our pickup, but Keys Shuttle was very understanding and tried to get us on a different shuttle. When they were unable to find room on the latest (9PM) shuttle, they refunded my ticket price both ways. I appreciated their understanding and great customer service. read more

I used keys shuttle to go to my daughters wedding in Key West. The ladies that answer the phone have extremely bad attitudes and are very rude. The ghetto fabulous driver I had driving me back to the airport from key west drove like a maniac. I have pictures of her driving and on her cell and a video of the 100 miles an hour she was driving. Other passengers were dropping their mouths open and bucking their eyes because they could not believe how horrible she was driving. There is no professionalism whatsoever in these drivers and they throw caution to the wind. Its apparent ownership approves of this behavior because I am not the only one stating these issues or complaints. I will NEVER EVER deal with them again and if you care about your life don't use these people! Their service is ghetto and wreckless! I have decided however to turn them in to several agencies and have their behavior investigated and to several news channels to maybe end their services. Please join me in reporting their behavior to different agencies. Maybe we can get better service, or they can lose clients from horrible behavior. read more

This isn't a luxury service, but they did a good job for us and cost a great deal less than flying into Key West. Vans were clean and in good repair, but not overly comfortably. If it's a full shuttle, seating is a little tight. As for the timing & reservation issues mentioned in other reviews, they do seem to be a little sloppy. On the way from MIA to Key West, the driver didn't have one passenger on his list, and we had to wait about 20 minutes for someone who was lost in the airport. He handled both of those problems nicely. On the way back, our driver was half an hour late. I called the office after 15 minutes, and was told he wasn't answering his phone and must be in the middle of a pickup. He called a few minutes after that to say he would be there in 10 minutes. When he picked us up, he said he'd been pulled over by the police because one of his tags was bad. Nonetheless, he got us to the airport in plenty of time for our flight. If you book with them, you should confirm reservation and pickup time, and listen to the answers - we were told when we confirmed to be ready 15 minutes before our pickup time. Print out your confirmation. Most importantly, plan carefully if you're catching a flight - even if Keys Shuttle was perfect, it's not magic, and traffic is something they can't control. read more

Im a key west local who is living in Miami for a year to go school. I've always heard good things about the shuttle and decided to take it down to key west every week to be with my family when I'm not in school. Thanks to their driver Tom, I can go to class and be home every week. I count on this company and Tom to get me home safely and he hasn't let me down. Not only is he an expedient driver but his friendly demeanor makes me feel at home on my trip each week. I actually look forward to hopping on, having polite conversation and curling up with my audiobook on my way home. After 6 months of continuous service I can truly give a solid review. Thank you Keys Shuttle, and thank you Tom for above and beyond service! read more

I always have very good experiences when using Keys Shuttle to get me to Duck Key from Ft. Lauderdale and then back up to the airport at the end of my trip. Great drivers and always on time! A quick stop for bathrooms breaks is always nice. This is the way to go if you do not want to rent a car. read more

Ride is not for the faint of heart. Pros: clean air conditioned vans, 2 pit stops from Ft. L to Key West, cheaper than flying directly to Key West, on time. Cons: unfortunately had the same driver on going and returning. driver was drove very aggressively, tailgating, speeding, cutting off other drivers, constantly weaving in and out of traffic, eyes not always on the road, talked way too much, too loud and very opinionated (perhaps could be offensive to some people). my husband as a nervous wreck. drivers are worked up to 15 hours per day and little time off. folks in the office don't seem very happy; they could use some training on customer service. read more

The 5PM bus just arrived at 6:25 PM. We are still waiting to leave because the driver does not have an updated reservation list. 4 passengers already on bus from FLL are upset for the wait. 3 of us are picked up at MIA and we are tired and upset. Dispatch is dishonest of drivers ETA, which makes tensions higher!! We are finally on our way at 6:30. Next time I'll take an Uber, $112 from MIA to Marathon. The driver was very nice and helpful, if it were not for him, Keys Shuttle would have nothing at all!!!! read more

Expensive, yet horrible experience, get a rental car.

Tom and his sidekick for our ride up which was another passenger Dave. Were amazing for the few hour long ride from key west to Miami International Airport. If you get a chance to meet Dave, ask him about Pokémon. Tom was just a curious driver with a great personality. read more

We had a great experience with Keys Shuttle from Miami to Marathon and back. Very convenient, to-your-door service. Comfortable vehicle. The drivers were friendly and knowledgeable. I would definitely recommend and would use again. read more

I called to reserve a shuttle from miami to Key Largo. The woman i spoke to sounded as if she was half dead and VERY unprofessional. After I told her my destination she "Asked me" where it was??? Like I would know that. Fortunately, I needed to change my flight and couldn't use Key shuttle's specific time slot for pick up. When I wanted to return to Miami airport, I thought I would try and give them another chance and made another reservation for a shuttle pick up. Again they took my credit card information over the phone and said I was all set for the next day. The next day came and they didn't show. I called them and a different woman answered stating they didn't have me on the schedule at all. Yet I was charged! Had to call a cab for the hour and half drive to airport that cost me $100 more than what Key Shuttle quoted. Do your research folks! read more

Run for the hills.I will never ever, ever,ever use this shuttle service again. The shuttle was 45 mins late. The driver was crumpy and smelled like cigarettes. The van was dirty and worst of all we got a flat on the way to MIA so I missed my flight and had to incur a $75.00 rebooking fee. I may have been able make my orginal flight if the driver had arrived on time formy pick up and had the proper equipment to fix the flat. Instead we had to way for the highway patrol to arrive with the correct equipment. What a cluster....... read more

Do not use Keys Shuttle! The customer service is horrible! We took a shuttle from Ft. Lauderdale airport to Key West. The van had no air conditioning and the driver didn't care. 4 hours in a van with no A/C in Florida!! One of the other passengers complained to the driver and was told "I don't need any s**t from you". Unvelievable!! My husband called the office and was told there was nothing they could do about it. I hope they go out of business or at least fire the driver. read more

The drivers are great, but don't count on any advance communication from them or 5he company about keeping to the schedule or late pick ups. You will need to call and manage the time. You might need to cancel a trip as I did because the pick up was so late getting to the airport due to traffic...which is not calculated into the travel time by the company as they use this explanation much of the time. Had better luck with Uber and Lyft my last trip March, 2018. read more

Key Shuttle has horrible customer service. I called the morning of my pick up time at 10:00 to confirm and was told the pick up would be 12:45pm-1pm. No problem! The shuttle driver called me at 11:53am and said he would be arriving early, around 12:20pm. Which put me in a total panic because I was not prepared for the early pick up. I raced back to be ready by 12:20pm only to wait around until the drive showed up at 1:35pm!!! To top it off there was a woman on our shuttle who was assured this later shuttle would be fine for her flight, but being late, it was not ok. Now we are driving like a bat out of hell to try and accommodate this poor women so she doesn't miss her flight. When I called to complain, it was confirmed to me that the driver had more pick ups than the time allowed. I asked to speak to a manager I got a total run around. When I finally did speak to the "owner" Ana, she was completely rude and abrasive. I was shocked in the way she was talking to me. I would not recommend this service to anyone and will never use them again. With customer service like that I don't know how they are in business. read more

I agree with Every previous review on lateness (we waited an hour), no warning calls about their tardiness, very aggressive driving because we were so late and the general "don't care" attitude from the company. I was concerned about a couple in the van that was so close to missing their flight. It's just too bad because this is not rocket science. Plan your route, (consider traffic and accidents) pick up on time, communicate with passengers and drive safely. The driver on our trip was extremely nice by the way. We will rent a car next time. read more

Stay away from them! The worst experience! Overcharged for my 5month old baby, they said i have to pay full price of 100$ and they didn't brought a car seat, as a matter of fact they said didn't had any available so they "ARE DOING US A FAVOR" because they took us on the ride without car seat! When we called the manger/owner was EXTREMELY RUDE and unprofessional saying thing like "don't waste my time, don't bother me etc". The most important even without this situation THERE IS NOTHING LUXURY IN THEIR RIDE! Save yourself a headaches and your money and use grey hound or any other transport read more

Reservation was easy to book. Friendly driver, clean new shuttle. Driver Called 15 min before he arrived to say he was on his way. (he arrived on time). Great experience and better than I expected. Service from marathon to ft lauderdale. read more

If you think you have a reservation for a certain time, think again. Guess it depends on the mood of the dispatcher. We made a reservation on the 17th for pick up at 1:45pm on the 23nd of Feb. We were going from Islamorada to the Ft. Lauderdale airport. My husband called and confirmed the reservation on the 22nd and was told they'd be there. On the 23 we went to have lunch about 10:45. We had just been served when we got a phone call from the driver that he would pick us up in 10 minutes. The driver said we were scheduled for 11:00 pick up. My husband called the office and was told basically take it or leave it they didn't have any room for us at the 1:45 pick up. In other words they overbooked and didn't have the courtesy to call us and let us know.By this time the driver was on his way so we were left without transportation. Fortunately our friends and the people at Thrifty Rental in Marathon came to our rescue and we made our flight home. If you need a ride call Keys Transportation not Keys Airport Shuttle!!! read more

Absolute worst service. Driver very rude and on top of it my friend missed her flight because the driver couldn't get her to the airport on time. Zero confidence in this company. Will never ever use them again or recommend them. She was picked up in key largo at 2:15 pm her flight from Ft Lauderdale to Chicago was at 5:15. At 4:00 pm they stopped at Miami airport to drop off passengers. She knew then it was going to be impossible to make her flight. Driver didn't care one little bit that She was going to miss her flight. Perhaps you should hire people with some basic customer service skills. This guy was a total asshole. I would give ZERO stars if I could. But it won't allow you to post it if you don't choose at least one star. read more

Had a pretty decent experience on the Keys Shuttle. It was $200 roundtrip for my boyfriend and me, which was considerably cheaper than tacking on the flight to and from Key West. Our flight was delayed coming into MIA so I called from the tarmac and asked if we could jump on the next shuttle, which worked out fine. We had 9-passengers (including my boyfriend and myself). The shuttle we ended up getting on was set to only drop off Upper Keys passengers, so we were the last two (going all the way down to Big Coppitt). We stopped once before going down the Keys and once in Marathon. The driver was very chatty and nice (a bit of an oversharer, but that's fine). The shuttle back to MIA was about 10 minutes early (no problem for us) and the driver knew every stop he was making and didn't lose any time. He was very nice and professional (for Keys standards...no suit and tie, but he wasn't crass or rude). We stopped once before hopping on the 18-Mile Stretch and got to MIA about 10 minutes early actually. Wasn't really a negative experience for us at all, my only notes would be: - Be sure to call the day before and confirm. Personally, we had no problems, but reading the other reviews, that seems to be an issue for some. - Since we were the last two left on the shuttle going down the Keys, we asked if we could pass up the second stop in Marathon. But he said that was his chance to take a smoke break and really would appreciate it if we could stop. No real issue, but by that time we had been traveling for 12 hours and really just wanted to get to our destination. - If you're coming from the West coast, going all the way down to the Lower Keys and can afford the extra money to fly, I'd suggest it. The shuttle is very nice, comfortable, and convenient. However, the convenience of flying outweighs spending 3 more hours than necessary in a van with strangers, who could or could not make your trip enjoyable. Overall, the vehicles were clean, the drivers were polite and efficient. If necessary, I would take the shuttle again. read more

Not sure why people are bashing this service. It is a cheap and easy way to get to the Keys and is a better option than renting a car. The vans are very clean and comfortable (well air conditioned). They drop you off and pick you up at the location of your choice. For the what it costs.... its perfect. read more

First off, I called them to confirm wheel chair ok for the long trip for my 93yr old grandma and 63 yr old mother. I was informed as long its a foldable wheelchair. Also told them to have the front seats reserved so mom can be next to grandma. When the driver arrived he was on time 0715 (0730 PICKUP) but was unaware of the wheel chair and tried to place my grandma separately from my mother with another couple up front. I told him No and then he agreed after I had to explain why, lack of common sense. Anyhow, everything went well until they arrived to Miami. Apparently, he was running late because another passenger was going to miss their flight, rushed them off and dropped them at the first entrance. When her airline was located all the way at the other end (Avianca). So mom left with 4 luggages/2 carry on, grandma to push in her wheelchair and a long way to walk to the other side. Fortunately, she found help to get her luggages but not the service I was assured of from Keys Shuttle. read more

The trip from Ft. Lauderdale down the Keys was made horrid by our driver Wayne. I read the reviews and found them to be 50/50. If it weren't for the other passengers I would have hailed a cab. Wayne was rude, called one passenger a f#$** bitch, and really didn't give a shit. My driver from the Keys to FTL was awesome. Ed was the bomb diggity! He was pleasant, positive Key attitude. If I could request him for every trip I would be a happy camper. MY RECOMMENDATION: Take the shuttle, if you get Wayne know that he swears and is rude, suck it up. If you get Ed provide a nice tip! read more

Nope. Driver was an hour late, I had to call them (twice). Despite being an hour late and letting him know I was probably going to miss my flight, we were being passed on the right for the entirety of the trip. Rule #1 if being an airline shuttle: don't be late. I couldn't care less about anything else. read more

I took a round trip on the shuttle and both drivers smoked before and during the rest stops and brought the awful smell inside! There are no leg rests so your feet have to stay in the same position the whole time. There are no small pockets in the back of the seat in front of you for convenience. Minor additions could make the trip more comfortable! read more

This service was a wonderful discovery. I had to reschedule my pickup and drop off several times, and they accommodated me with no problems. Our driver Raoul was professional and pleasant. The vans were clean, and most importantly, the value can't be beat. Next time I'm in the Keys, I will definitely use this car service. read more

Lady on the phone was rude and condescending. Do these people realize that if they are rude I just won't use them again or don't they care to have a job? read more

Used Keys shuttle from Fort Lauderdale to Marathon, bus nicer than anticipated, driver arrived on time going and early on the way back. On the way to Marathon the driver gave us lots of interesting information about the area and made the journey very pleasant with his commentary, drivers were careful both way even through torrential rain only made one stop for toilet break and were very courteous, would definitely use this service again. read more