Great service if you don't like to stay on schedule! I would rate them negative 5 Stars if I could.
On March 12th, I had a reservation from Sheraton Hotel to LIH scheduled for 645a with my flight departing 920a. Unfortunately, 6:45 a.m. was the latest shuttle time that was available. At 1 a.m. on March 12th as I woke up momentarily, I was able to check my email and found a confirmation of my reservation and had noticed a departure time of 6:15 a.m. instead. I quickly called the customer service number and inquired about the reason for the change. I reach the Honolulu office and they explain that they were unable to make any changes because the Hawaii office does not open until 7 a.m. They stated that they would not be able to reach the driver prior to my departure time and recommended that I called in the morning to address the issue. Frustrated, we reluctantly went with the 6:15 a.m. departure.
Our driver arrived at 6:15 a.m. on time according to the REVISED itinerary for me. Our driver was pleasant and friendly. We arrived at the airport without issue almost two and a half hours prior to our departure.
At 7:15 a.m., I called customer service and reached Chris who works at the Maui office. I explained my situation to him. He told me that I had received two calls with messsages and an email the day before notifying me of a change. However, I received no phone calls in my phone log, and I did not receive any voicemails. The email that I received at 5:07 p.m. on March 12th was not a notification of change; it was actually a written as a CONFIRMATION of my reservation with a revised time hidden within it. I would like to relay that Chris has UTTERLY poor customer service. He began to raise his voice and kept repeating that email customer relations. When I asked him to not yell at me, he stated "you haven't heard me yell yet!" He stated that speedi shuttle has the right to change a reservation within 24 hours as it is a shared ridee service. When I kindly asked to speak to a supervisor, he stated that he was the one to talk to and that it was not possible to speak to anyone else. He continued to repeat the email address that I was supposed to contact and HUNG UP on me.
I understand that speedi shuttle is a shared-ride service. I am willing to accept that time may be changed within 24 hours. However, there are no phone calls or voicemails logged. Additionally, the email that was sent was not a notification of change. In fact, it was a confirmation of my reservation. It was out of luck that I noticed the change in time in the "confirmation" email.
My wife and I had actually prepaid for a breakfast at the hotel which cost $30 per person. We ended up missing this breakfast and was unable to recieve any refund from the hotel (not their fault).
To make matters worse, when I called to voice my frustration, Chris did an poor job at addressing my concerns. There was no apology. He made this sound like it was a common practice of speedi shuttle and that there was nothing wrong with what happened. read more
