Zero customer satisfaction here. Warning: they can't handle changes. Of any kind I had reserved with them for a particular hotel, and had to change hotels to one right across the freeway. So I called the number on their Confirmation they sent me. No answer - called four times, twice left a message (48 hours in advance, and 36 hours in advance) that hotel address had changed, and gave them the address. On morning of shuttle I finally got hold of them - they told me although that number was on the confirmation, it wasn't the number I should have been calling and they couldn't help me. I asked why they hadn't gotten back to me as a result of my messages, and they just side stepped that question. I called the other number they gave me two hours before the scheduled pickup. They said changing the info in less than 24 hours was a "cancellation", and for cancellations they charged whether they picked you up or not. They wouldn't make the change. AND they charged me any way. I ended up taking a cab, which cost half as much, was more convenient - and the cab driver gave me great customer service. BOTTOM LINE: CALL A CAB read more

Totally agree with all the other 1 star reviews. This place is totally unreliable. Booked a shuttle two weeks in advance to pick up my family and I from LAX at 1:00am. Arrived from our vacation and called the company regarding our shuttle. Spoke to the CSR who responded with "I'm sorry, there are no vans in the area. We won't be able to provide you with shuttle service tonight." All I could say is "WOW !" My jaw just dropped to the floor. Here I am at LAX, with little kids and elderly parents in tow, at 1:00am in the morning with no ride home. TERRIBLE SERVICE !!!! Had to go out of my way and book a ride with one of the on-site car rental places at a much higher cost. If you want to know how it feels to get stuck at the airport, give 'em a try. As for me, NEVER AGAIN !!!! read more

DO NOT USE THIS SERVICE. We used this service to book at airport shuttle. Scheduled our time for pickup. On the day of pickup, they called to confirm the time. Pickup time comes and goes, then the actual shuttle driver calls us to tell us he is on his way. 40 minutes late, which we barely made our flight. They did not schedule a driver until the morning of pickup. GO DIRECTLY TO THE SHUTTLE SERVICE AND BOOK. This is a service that you schedule transportation through for multiple vendors. read more

I am re-posting this as I realize this company is going under a different name now: I was scheduled to take this shuttle service on 9/3/09 at 3:30. I received confirmation emails and called to verify my appointment on that day and they said that the shuttle would be there at the scheduled time. When it was 3:35 I decided to call again and was then told that they do not run in the summer and they were supposed to call and cancel my appointment and must have forgotten (the man did not sound concerned or apologetic at all). He told me that there was nothing they could do. Another person that I talked to, Courtney, at their affiliate that I booked through, GO shuttle, said that they would refund my money for the shuttle and pay for a taxi fare for my inconvenience as that was the only option left at that point. Now, no one at either Big Sky of their affiliate GO is taking my calls or willing to pay any amount of the $255 taxi ride to Denver from the mountains! They are impossible to deal with and everyone that picks up the phone is rude and unwilling to help. One lady, Maria, even put me on hold and then never picked the phone back up- I waited 15 minutes- or called me back. Also, they keep insisting that a internet receipt and confirmation are not a contract nor a guarantee that they will actually pick-up as stated on the receipt... . Please save yourself the trouble and the more money they will end up costing in the long run. read more

Rip OFF! Signed up easily enough online, got my pick up time from CT to JFK. Woke up early, got ready, no ride? I call them, apparently they had a flat tire and said they may still make it since the time to get me there is only 1.5 hours (he checked on google!) No the time to get me there is 2.5 hours!! Had to drive like a maniac, missed my flight. Still no refund and it's been 3 weeks. RIP OFF! read more

Charged me twice for one trip. Never sent confirmation email, or any email for that matter. Not even a 'Thanks for signing up' email. You may have better luck if you just call them, but the website needs help. read more

If there was a ZERO I would have given this company that! Most horrible experience with an online company I have ever had. Booking was easy enough. They charged my card right away. Then they failed to pick me up. Not once, but TWICE. Tried to call to find out and got voicemail stating customer service hours weren't until 8:30 est and yet site claims 24/7 customer service. Tried to email but didn't hear back until next day. Doesn't help me. I ended up missing my flight. Finally got an email saying they would refund half my money and a free future trip. Not good enough. I would never ever use this company again why would i want a free future trip. read more

Refund for my cancelled return trip to LAX due to change in plans went through without a hitch. I haven't had such good service from a company in I don't know how long. read more

Terrible Service!! I waited for two hours for a van to pick me and my husband up from LAX. We had a reservation for a van to pick us up at 11:45 p.m. and did not get picked up until 1:45 a.m. I kept calling customer service and kept being told that someone would be picking us up in ten minutes and still no one would show. Finally when the driver did pick us up and we got on the road I was scared for my life. The driver kept swerving from one lane to the next. Will never use them again. read more

I prepaid a shared van service for my daughter arriving at JFK. First, the number on the email was for Delaware! She discovered that when, after trying to get someone on the phone for a pickup and failing, she called me. I finally got a live person on the phone and they thought she was somewhere else! Finally found a number in NYC and they could not help. So she ended up getting a taxi and I may or may not get a refund. Avoid using Shuttlefare to schedule any pickups. You are better off with Dial 7. read more

Avoid them if you can. I didn't realize that they are a third party company. You go through them and they arrange transportation with another airport company. I arrived at the airport looking for Shuttlefare but I was booked with GO Shuttle. I went to Go Shuttle and explained that I thought my ride was with them through Shuttlefare. The driver said he never heard of them and that my ride wasn't with them. I tried to call Shuttlefare but they don't answer their phone on Saturday's before noon and it was only 10:00; same with the Go Shuttle. I was stranded at the airport and took a taxi. I called Shuttlefare after noon, when they would answer their phone, and they said they would give a refund if they checked with GO Shuttle and I did not ride. The refund never came. I called Shuttlefare and they said I was a no show and I would have to call GO Shuttle for a refund. No luck. I have left message twice and sent them an email- they don't bother to respond. I told them I was going to write a review and that didn't seem to matter. On my return trip to the airport they had my address wrong and didn't give the driver my cell phone number so he couldn't call me to get the correct address. He finally figured out, through process of elimination, where I was and I got my ride. That driver never heard of Shuttlefare either. So... not a good experience coming or going. read more

Can I give them a zero? How about negative stars? Here is the whole sad story... I made a reservation, a week in advance, and paid up front. The specific company that shuttlefare.com contracted it out to was Carmel Limo. Less than 24 hours before they are supposed to pick me up at the airport (SJC), I get a phone call (voicemail) from the contractor telling me that the price has changed - an increase of 60%! So I called them back, was told that they wouldn't honor the original reservation, and that I had two choices - I could either pay the increased fare or I could call shuttlefare.com to argue about it. So I called shuttlefare...they told me to call the contractor. when I told them that carmel limo had sent me to them, they provided me with a different number to call. So I called that number...still no change from the jacked - up price, and they start giving me static about having to pay anyway, since I was cancelling less than 24 hours in advance! Finally agreed to cancel the res and refund my money. We'll see if it actually shows up...Then I get a call from a guy in San Jose who carmel has sub-contracted the reservation to. He wants the higher price, but says he could do it for less - and gives me a price which is still 30% over the original reservation price. Isn't BAIT & SWITCH illegal? Yeah, i thought so. read more

One word...refund. This site is unbelievable. I booked for the night before Thanksgiving, received 6 or more confirmation emails from Shuttlefare saying my shuttle will be there within this 15 minute time frame, here is your confirmation number, the number of the dispatch for the shuttle that will pick you up, etc. Great, I'm all packed and ready to go. Now, since it was the day before a holiday, I gave them 15 minutes past before I called the number, because I understand what L.A. traffic is like. I call the number, which is for Road Runner, which is the fare I booked through Shuttlefare. They have no record of my reservation and told me that Shuttlefare never sent it to them. I tell them there must be a mistake, since Shuttlefare sent me numerous confirmation emails. I forwarded them 3 of them to verify, and they confirmed they never received any of this from Shuttlefare. I called Shuttlefare...closed. Called their reservations number and they said, "Hmm you are right, I guess we never sent them the reservation..." They didn't even care. I demanded a refund; he told me I would have to call customer support tomorrow to deal with it. I called on Thanksgiving, but they weren't open, like I thought. Called Friday, gave my story. She put me on hold, came back and said she called Road Runner and I was right, they never sent them my reservation. I'm not sure why I had to keep coaxing them into giving me a refund, since they should be going out of their way to make it right. No apology, just said fine, they would refund my cost in 7-10 days. I am so glad I called because if I didn't leave when I did, I would have missed my flight. I do not recommend using this site, take the extra few minutes to compare prices on your own or use a different site. read more

Worst transport company I have ever booked with. Typed in correct address and zip code and when I went to confirm before the trip, I discovered they were going to send the driver to the same address in the neighboring city. They would not return my calls so I had to contact the car company (Carmel) directly. They charged me a $20.00 fair difference to fix Shuttlefare's mistake. I entered the same address later to make sure I hadn't made a mistake and it still came up with the neighboring city. I can see why have an "F" rating with the BBB. If I had known this at the time I would not have booked with them. I am still waiting for a response from this company. read more

Terrible customer service!! Don't book an airport shuttle without reading the fine print, they basically can charge you anything extra they want - for gas and tolls!! It's a rip-off!! You're grand total is only the start of the charges!! And they DO NOT return calls, BAD experience I will never use them again. read more

THIS COMPANY IS A TOTAL RIP OFF!!! I HAD A NIGHTMARE AFTER MAKING MY RESERVATION WITH THESE MORONS! I booked a mini van through shuttlefare last week to drop off my family (3 passengers) to the airport it was an early morning pickup from my residence to the airport. The day before the pick up less than 24 hours towards the pick up, the cab driver calls me and ask how many bags will be there and confirm the time with me and then half and hour later his collegue a very rude lady calls me and tells me to upgrade the vehicle i purchased because they can't carry 6 luggages and two carry ons. When i made the reservation through shuttlefare they have specified that each person can bring two luggages and one carry on and that's why i went ahead and booked with them at the first place. Now this car company some Carmel Car and Limo calls me up and say nope sorry you better pay $46 on top of the $65 i paid for the mini van if I want them to pick my family up or reduce the bags. First she said her driver told that I told it was 9 bags and when i insisted that it's just 6 bags she still tells me no it has to be less than 5 bags! my family was taking an international flight and there was no way they could reduce their bags because the cab couldn't fit it in. That was the whole reason why i booked a mini van and checked their bagage policy. I was furious, the lady was so arrogant and rude to me and when i repeatedly tried to explain that I had no idea of this 5 pieces bagage policy before i booked and I had no idea what the car company is even going to be, they hadn't listed or informed about this restriction before i made the reservation through shuttlefare. This lady tells me that's because we have our own policies and shuttle fare is jst a third party service we're the one's who pick you up from the place. I was like "WTF!" I mean I never even selected this car company, I made the reservation and made the deal with shuttlefare and i agreed to their luggage polcies that's why I pay them, and then some other taxi company comes and tells me no you just paid to a third party service, we have different policies so you ought to pay us extra if you want us to give you our service. That too they tell me towards the end of the day when my family is suppose to take the flight less than 24 hours early morning the very next day. This lady in dispatch unit of the car company throws me an attitude like take it or leave it. Pissed off I call shuttle fare and tell a customer rep the story and someshow she straigtened things up with the car company and confirms that I'm good to go with the reservation and confirms that each passenger is allowed to take 2 bags and 1 carry on. I calmed down and put that stressful situation aside only to get another call from the car company again half an hour later to tell me that they would only take 6 bags and not any more than that, and i tell her that I already spoke to shuttlefare and that they fixed the problem and i am allowed to take two bags and 1 carry on per person. This lady goes ballastic again telling me I shouldn't be asking that from shuttlefare and tells me she can't take me blah blah and I just blew it on her face for some good 20 seconds until she couldn't speak. I call shuttlefare again and they keep transferring me to different lines and put me on hold and cut me off, and then advice me to cancel the reservation and listen to the car company. I was at my wits and told shuttlefare to cancel my booking and YOU KNOW WHAT THEY SAID? WE'RE NOT RESPONSIBLE OF YOUR RESERVATION ANYLONGER AND YOU SHOULD CALL THIS CAR COMPANY AND ASK THEM TO CANCEL IT! I MEAN I WAS SHOCKED!! RIGHT THERE IN THEIR CANCELLATION POLICY IT SAYS THAT SHUTTLEFARE CUSTOMER REPS CAN AMEND OR CANCEL A RESERVATION BUT I FELT LIKE THESE GUYS WERE HARRASING ME! It was unbelievable and i was horrified, I haven't faced that much worse customer service experience ever in my life!!!! I called my bank immediately and cancelled my payment which they did without any hassle. I wasted 3 hours of my time and towards the night I managed to book another cab company to pick my family up. SHUTTLEFARE IS A TOTAL NIGHTMARE! I HOPE SOMEONE SUE THIS COMPANY ALONG WITH THEIR TAXI PARTNERS! I SHOULD'VE GOOGLED AND READ THE BAD REVIEWS ABOUT THIS LOOSERS BEFORE I BOOKED! read more

Shuttlefare just gave us the biggest nightmare EVER!!! Don't use them!!!! I thought I had made my reservation directly with Super Shuttle as I had in the past, but somehow they got my reservation; and yes they are some type of umbrella company that makes reservations for multiple companies; as I know now. They had our reservation so messed up with multiple days and times and even airlines. The right hand didn't have a clue what the left hand was doing. After many attempts via phone,email and even tweeting, no one would get back to us to confirm our reservation as we had a really bad feeling about it. Sure enough, came the time to pick us up.......no show. And then when we requested a refund since they didn't show, they told us we weren't there on the day and time they had so we couldn't get a refund; even though it was the incorrect day and time. So ended up disputing the charge on my card and finally I am supposed to get a refund. DON'T USE SHUTTLEFARE!!!! read more