3 military members deploying and we were left by the shuttle because our luggage was "too big." The girl at the counter said we were suppose to have only one bag of luggage. She was helping us out but it took too long. read more

Booked online. Picked up on time. Roads with friendly strangers. Arrived early and safely. Thanks for a great trip!

Absolutely terrible. More than 30mins past my pick up time at the airport with no updates from the driver/attendants sitting there. Rude workers and driver. An elderly man who had a difficult time getting into the shuttle was basically shamed. The driver's personal belongings were everywhere so the front seat was inaccessible. He eventually moved his junk so that the elderly man could sit up front, where it was easier for him to get in. I was planning on using this service for the ride back to the airport but will be canceling my ride back and using another service. read more

Shared ride shuttles are a waste of time. Literally. A ride from the airport to downtown took 75 minutes because of multiple stops to pick up and drop off other people. I could have taken a taxi and been there an hour earlier. Sure, a taxi would have cost $20 more. You've just got to ask yourself if your time is worth more than $20/hour. read more

NOT SAFE FOR ME I travel a lot. I booked SuperShuttle on-line and had a flight delay. I get to the SuperShuttle counter, no checked bags, and in a line of 10 people who are booking their trips. I wait my turn and then finally when I get there I am given a ticket that shows when I was waited on and that my shuttle will arrive in 30 minutes. BTW it is 12:40 am and the van arrives in 30 minutes as promised. Off we go to DC; 2 hours and 7 stops later I am brought to the wrong hotel (Marriott not Hilton) and then off to the correct hotel where the driver drops me on the corner and points at the hotel. He says a truck is blocking the road (so instead of going around the block)....I am now walking. Again mind you I have luggage and flew all day and now I have to walk at 3 am to my hotel; only a few hundred yards but still the same. Is this a safe practice? Bottom line - I am now done with SuperShuttle; I can't imagine asking my colleagues to use a system that I can't place my family on....I mean really at 3 am in the morning and "Here is your luggage, your hotel is down the road...have a nice day!" read more

Worst ever! They had us sit in a stuffy car for 25 minutes at 2am. The driver just disappeared and came back and was incredibly rude. I have never experienced such awful service in my life read more

Usually use this service with no issues. But my pick u was 4am and they never showed up or called. When i tried calling they were able to provide help in tracking the driver. By 6am i cancelled and took a uber read more

Our reservation time for pick up was 5:15pm. We received a text message informing us where we needed to meet the Shuffle. We got there while at least 4 Super Shuttle vans passed us, none of them assigned to us. After waiting about 15 minutes after our pick up time, we sent a text message to the driver, who called us back and said he was waiting for one other. After 10 more minutes and more shuttles passing us by, we called him. Then we were told that he was waiting on dispatch. He finally picked us up after we waited in very hot weather and lots of exhaust fumes for 30 - 45 minutes. Very poor service in my opinion. It will be a very cold day in Hades before I will book another Super Shuttle van. Believe me, I will let my friends and acquaintances know my experience, plus post this review in every Internet site I can. read more

It was the worst that I'd ever had. I reserved a round trip on-line a day before my arrival. On the reservation site, I couldn't find my hotel, so I typed the hotel address. It's understandable since it's just open that week. But, the problem started as soon as my arrival. I checked in 10:23AM and waited about 20mins. No sign of my van. So, I asked a lady at the ticket counter about how long I needed to wait. She looked at her monitor and said another 10mins. I, being upset, complained about it because their website says the van is in a holding lot near the airport. Then, she rudely said that a van comes every 30mins. (I couldn't find any like that when I reserved it!) What's worse was that the van actually came 11:00AM almost 40mins after I checked in, and actually left the airport 11:10AM because it needed to stop at another terminal. That wasn't the end of trouble but a beginning of a nightmare. In the van, another guy, who looked like a trainee, was sitting in the front passenger seat. From the airport to the hotel, the driver and the trainee NEVER stopped talking to each other very loudly. It was not only very annoying but also scary because the driver obviously distracted a lot. In addition, the driver didn't know the hotel, so he stopped to ask the direction to a taxi driver. After a long detour, the van finally arrived at the hotel at 11:45AM, and I felt a headache because of the ride. read more

This service is awful! I got out of the van and got in a cab to get to the airport on time. They initally agreed to refund my money but then refused. They are rude and awful to deal with. Do yourself a favor and call a cab. read more

Called me 15 minutes before pickup to tell me my ride was cancelled. They did refund my ride, but it was difficult to make last-minute arrangements for an early morning flight. Would not recommend. read more

My driver from the airport was so helpful. He made sure I was able to get a bite to eat because of where my Hotel was located out of walking range from anything quick to grab. He help with my luggage and was informative. I'd use again. read more

I have used this service in dozens of cities. This is the worst one. Twenty minutes before a reserved shuttle showed up then they packed 10 ppl in it. Slow as hell. Take a taxi. read more

Was picked up 30 minutes after the latest time we were supposed to be picked up. Had 15 minutes to get through security. The driver was horrible navigating traffic in the city. Supershuttle was unfriendly and rude when complained. If you like traveling in a state of rage and angst, this is your service. read more

Booked a SuperShuttle for a ride to BWI airport well in advanced. My pickup time was originally at 6:15am but later received a text that morning notifying me of my new pickup time at 6:20am. The driver arrived exactly at 6:20am. I was the only passenger in the van, and there was no other passengers that needed to be picked up. Driver drove me straight to the BWI airport, and I had a nice conversation with him along the way. I'm very glad that I booked with SuperShuttle, and am pleased with their service. I will definitely recommend SuperShuttle to everyone I know. 5 Stars! Thank you SuperShuttle! read more

Super slow, super expensive. I took one of this from Miami airport to Ft lauderdale. It took me 45 mins the wait. It costed me 55dols when the normal ride is 35. I didn't know about the trail rail,Next time I will get it. read more

It is currently 12pm. My reservation was for 10:45am, and they've put us in a van for well over an hour. I wholly understand a shared discount shuttle will incur significant delays, but this is inexcusable. It frankly would have taken less time to jog to my hotel 10 miles away, even being absurdly out of shape. read more

Very dissatisfied with Super Shuttle. After waiting for 30 mins, at 4:00 am, for our shuttle, we decided to contact Super Shuttle for a status on our van. After being placed on hold twice, we were we advised that they would have to reimburse us, and would not be able to pick us up. With NO explaination! Had we not called when we did, we would have missed our flight, as it's about a 1 hour drive to the airport. We were able to get a ride to the airport (after much speeding) and made it to the gate as the plane was boarding. I'll never utilize Super Shuttle again! read more

Last time I used Supershuttle I said never again. The driver got lost trying to find my easy to find apartment and showed up an hour late-- the day before thanksgiving. I made that flight with 6 minutes to spares several months later I thought ( stupidly) to give them another chance. BAD IDEA. I reserved a seat but still am stuck waiting at BWI for 45 minutes to get into DC. If you care about getting to and from the airport reliably, don't use this company. read more

Nice guys, crappy company. You can tell they are doing the best with what they are given.

Decent price, however when they grouped my last van (from people who were supposed to go to the same area as everyone else) someone got on and we not only drove WAY out of the way, we took him first. I was flying back into the DC area and we dropped a passenger off at the National Harbor, instead of dropping everyone else off in the city, then making that one person go for a longer ride. Also, my drive started to drive away with the passenger door open. When I yelled from the back it was open he sat there, waiting for me to unbuckle, climb over the seat, and close it for him...finally he goes, "I'll get it"...yeah, I'm not haha. It would be more benefial to find a different ride, I guess just depending on where you're going and how far from the airport. read more

First time using super shuttle. I was very disappointed 1 1/2 hours later 6 people were called but I sat waiting. Called and cancelled my pick up using the number given with my reservation...I was going to have a very long wait. Need to step up your customer service! I will not call you again. read more

Three groups scheduled three shuttles for when we arrived at the Denver airport. (Scheduling online was okay but not super simple.) We had a hard time finding the pick up location a the airport signage was bad and no directions were in the email from SuperShuttle. Followed the instructions in the email confirmation to let SuperShuttle know we arrived. Then we waited. And waited. We got a text message to say we should proceed to our shuttle but there was no way to reply. We were lucky to have a SuperShuttle driver waiting for another group, and he contacted dispatch to try to connect us with at least one of our drivers. This had to be done several times as the message back to him was always, "Their driver on his way." In the meantime, I'm getting texts telling me to proceed to my pick up location as my driver is waiting. Texting back is not an option. One driver finally arrived, told us he was told to wait in a different area. We all piled into his van so I don't know if the other two vans ever showed up. Our driver was apologetic, courteous, and a good driver. I emailed Supershuttle to say what happened, and request refunds on the two rides that didn't show. More than a week later, they replied with an apology, promise of a refund, and said they'd deal with the driver as is their policy. I replied for the last time, telling them the drivers aren't the problem - the lack of two-way communication is a problem, as is their overall process. I won't bother with them again as the whole thing feels very automated and certainly not smooth. After using Uber and Lyft, and knowing there's a good process for dealing directly with the driver, I see no reason to do it the hard way. read more

I will never use supershuttle again. I booked my van for 7:05. He showed up at 7:45. No apology, no excuse. By the time we got to IAD I had 15 minutes to make my plane. If you know Dulles Airport, you know that I was running! There are too many options now to put this amount of stress on myself about a ridiculous ride to the airport. read more

On July 19, our scheduled pickup was between 6:05 and 6:20 AM. While watching the online tracker, at 6:05 am the driver was in Gaithersburg MD, which is about 40 minutes away from us. Continued watching the tracker, saw the driver at an intersection very close to our house around 6:30. Contacted driver via text on the tracker asking for an ETA and never heard back. Next location on the tracker was that the driver passed us and went to the airport without us!!! A dispatch person finally contacted us around 6:49 am that the driver will come in 10-15 min which was already 40 minutes later than originally agreed upon. After waiting several more minutes. we were worried that we'd miss our flight which was at 8:20, so we ended up driving ourselves to the airport. After we left the house, the driver called saying he was at the house. Why would we wait until 7:00 am which is almost an hour after the scheduled time for him to arrive? The airport is about 15 miles away and traffic was building up. And who knows if the driver would try to pick up other costumers before taking us to the airport. We had no choice but to leave if we wanted to make our flight. Absolutely the most stressful trip to the airport. We haven't even been refunded the fee for that ride which we never completed. I submitted 3 complaint tickets about 3 weeks ago and have not heard anything back at all from Super Shuttle. We previously used Super Shuttle in the past and had a great experience but after this, never again. They don't care about costumer service at all. read more

My wife had a reservation for pick up last night at midnight (as did a number of others). It took Super Shuttle more than an hour to find a van/driver. They had passengers going to Woodlawn, Rodgers Forge, Canton, and Timonium. One van to go in four different directions? It took her more than 2 1/2 hours for her to get from BWI to Canton, with no traffic or weather issues. We're talking a ride from the airport to Canton in Baltimore guys, not Canton Ohio.... God bless the poor man who still had to make it to Timonium. I wouldn't be surprised if he got to see the sun rise, for no extra charge... The issue is incompetence and indifference on the part of the company, not the driver (who was apolgetic). Super Shuttle does works fine in some other cities, but It's a train wreck here. And to the one individual who wrote the glowing 5-Star review amongst a sea of compalints, best of luck to you with BWI Super Shuttle. Were you Ghandi in a former life? read more

Despite making a reservation online, you still have to wait for a shuttle (upwards of 30 min-1 hour after you check in at the desk during non-busy times). Definitely pay the $20 more and get an Uber or Lyft. This service is awful. read more

I did formerly report this twice to super shuttle and provided my phone number. No one ever contacted me. So the customer service team you are are referring to is non existent. This horrible company runs from top to bottom, I guess that's why employees know they can be rude and late and unprofessional. Plus you stole my money on the reverse trip after I cancelled 3 days prior. Yet you still debited my dad. I will report this the BWI as well. PS they called and made it right with me. read more

I have never ever been disappointed by SuperShuttle. Several business travels this fall had me depending on them each and every time I have had to get to and from the airport in the DMV region (with one exception-they were closed on an after mid-night arrival, I had to use another shuttle service as I had not made a previous reservation). Polite, careful drivers, who deal with the the craziness of the traffic in this area well. Consistently outstanding! read more

I had prepaid an appointment but it was near midnight when I landed. I went to the counter and they said they checked in me and a shuttle was on the way. After almost an hour of waiting I checked back in and they said there were no shuttles coming. They gave me a number to call to get a refund, which I did. But I was left stranded and had to call an Uber (which came in like 5 minutes). The only thing they gave me was a 10% discount coupon code for future rides (which anyone can Google for in the first place. Karma to this company. May they be the next blockbuster. read more

Super Shuttle is horrible! I have taken them from the airport home once or twice, but never from home to the airport. The service was hideous! I signed up the night before to arrange a ride for my mom to Dulles. I had the bus stop by three hours before her flight was to take off. The bus arrived 20 minutes late. Then, it proceeded to slowly pick up more passengers so that one hour before her flight, it was still weaving through DC. I called the 800 number to find out when the bus was due to Dulles, but the representative said he had no idea and could not contact the bus driver to find out. Only the dispatcher was allowed to contact the bus and he wasn't going to call them. So, my poor mother is on a bus weaving around DC without any time left for her to possibly make it through security. What a nightmare! On top of this, when I signed up for the service online, it would not complete my reservation without a mandatory tip for the driver. Talk about insulting!!! I will never use them again. read more

I found the telephone customer service rep to be extrememly rude, pushy, and seemingly annoyed to answer simple questions. It was difficult to get answers from her, but I figured this couldn't be reflective of the whole outfit. When I landed at BWI, the customer service got even worse. It is not clearly marked in the airport where to find the desk. As the telephone rep had been so rude and uninformative, I didn't even know I needed to find a desk. I initially went outside searching for the Supershuttle. When I did realize I needed to locate a desk and reached it, the customer service rep there was extremely rude to one customer after another. I witnessed five customers walk away shaking their heads and clearly annoyed. The rep kept sighing loudly and cursing under her breath. She kept taking frequent cigarette breaks, and then would return to the desk seemingly annoyed to find a line there. Then I had to wait for a shuttle, after already waiting in a long line at the desk. At least the driver was courteous and safe. I won't use them again. read more

I had planned a trip to California near the end of July, 2012. I ordered the services of SuperShuttle for a trip from my house to the Baltimore Washington International Airport. I wanted SuperShuttle to pick me up from my house around noon. The time we scheduled was between 12:15 and 12:30. At 12:30, the driver had not arrived. I had not received a phone call from SuperShuttle explaining that no van was coming. At 12:35 I called SuperShuttle to ask when the driver would pick us up. I was told that the driver was not going to make it to our house and that SuperShuttle had no other vehicles available. I was advised to find alternate transportation. All of my neighbors work, so there was nobody around who could drive us to the airport. We finally drove to the airport ourselves. We ended up paying a lot of money to park at the airport because we had to leave the car there for 2 weeks. When I arrived home, I called SuperShuttle to complain about the poor service. I was informed that they had already refunded my money for the trip to the airport. I was advised to send a copy of the receipt for the parking charge. It took a couple of weeks, but I did get a check to repay me for the extra expenses I incurred for parking. They refunded half of the parking charge. I'm relieved about the refunds, but I am terribly angry about the poor service. SuperShuttle really should have a larger fleet of vehicles and more drivers so that passengers would not get stranded. read more

my SuperShuttle naïveté was apparent when I took the service home to DC after a late night flight into BWI. normally I fly into DCA since I live in the District, but my flight into BWI was $500 cheaper, so hence my decision. My flight landed at 11:35pm. I had my bags by 11:55. I registered at the SS kiosk just before midnight. The man at the counter said it would be a 30 minute wait. It was 35. I got home at 2am. I don't know what I was expecting, but it was not a 2 + hour ordeal for $48 (including tip). I've taken the BWI cabs home before and it is expensive - $115 one time in traffic; closer to $85 without. If your driver knows where he's going and there's no traffic, it takes 45 minutes to get into downtown DC. I'd say take SuperShuttle if you don't have to be somewhere at a certain time and you want to save a few bucks. Don't take it if you have a meeting at X time you can't miss. Don't take it if you have a limited time on the ground where you're going. Don't take it if you're impatient. Don't take it if your time is more valuable than money. But if you're young and/or poor - it's not all that bad. I can see, however, that it could escalate into a hellish experience...so don't take it if you're in the least bit in a hurry. that said, my driver was respectful, familiar with the area, and I'd give him 5 stars if I could! read more

Today I had my worst customer service experience, and it was in a Super Shuttle. Here's all you need to know if you're thinking about taking the Super Shuttle: 1. Do you need to get to the airport on time (on time meaning that you don't have to stress out all the way through security and make it to your gate just as they are making the final boarding call)? 2. Do you mind if your drive to the airport (a 20-minute trip) takes over two hours because the driver has gotten lost? 3. Would it bother you if your driver became angry and belligerent to you and a little old lady, the only two passengers in the car, because you expressed concern about the situation described in (2), above? If the answer to any of these questions is "Yes," don't do it. DON'T DO IT. JUST PAY FOR A CAB. If you're still thinking about taking the Super Shuttle, consider this: My driver was so involved in yelling at me that he didn't let me out at the Jet Blue terminal, so we had to make another lap of the airport. When he did let me out, he said, "fuck you." Yep. Right back atcha, man. read more

Overall it seemed really disorganized. The woman at the desk was running around yelling for people she couldn't find. She was very friendly but it all seemed out of her hands. She told me 45 minutes or less until my van came, which gave me a mini heart attack after traveling for 13 hours earlier already, but the van actually came in about 10 minutes. Driver was very rude. He didn't even say hello back to me, and didn't acknowledge any of us for the entire ride. The only positive thing about this was the price- definitely wouldn't recommend. read more

I tried to use Super Shuttle, but they never showed up to pick us up. This was on Thanksgiving day. The shuttle was supposed to arrive at 6:25 AM. At 6:45, it had not yet arrived, so I called Super Shuttle. I was told that there was a problem, and that the shuttle was not coming, but that a taxi had been called, and that it would pick us up in 10 minutes. At 7:00, 15 minutes later, the taxi still had not arrived, so I called Super Shuttle again. I was then told that the taxi would not arrive for at least another 20 minutes. At that point, we were extremely worried about whether we would make our flight, which was scheduled to depart at 8:55. Therefore, we decided to drive to the airport, though we were very worried about whether we would arrive in time. We did know, however, that we would not make our flight if we waited for a taxi that might or might show up in 20+ minutes. In order to save time, since we were now very delayed, we parked in hourly parking since it is attached to the airport (all other forms of parking at BWI airport require you to take a shuttle from the lot to the airport). Unfortunately, that parking costs $22 a day; however, we knew that we needed to park there if we wanted to try and make our flight on time. Fortunately, there were no lines at all once we got into the airport; the check-in and security screening processes went quickly, and we arrived at the gate as our flight was boarding. We were able to depart on our flight, but we just barely made it. We were extremely disappointed with Super Shuttle. We had never used Super Shuttle before, and we can't imagine trusting that a future experience might be better. The shuttle simply did not show up, and the taxi did not come when we were told it would arrive. Our holiday plans were almost ruined; however, Super Shuttle does not seem to care at all. Super Shuttle is wiling to reimburse us for the difference between the cost of the shuttle and parking, but nothing more. We also incurred toll and gas expenses, and we were terribly inconvenienced, not to mentioned stressed over the likelihood of missing our flight. We will never use Super Shuttle again. They were completely negligent. This was some of the worst customer service we've ever experienced. read more

They Called me 15 minutes before our pick up time to say they could not find a van to pick us up - at 3 am! Totally unprofessional and irresponsible. Then they wanted me to find my own cab. read more

This service is unreliable!!! I made reservation over a month in advance. The website says that they watch your flight and know when you are delayed but this is not true. I was on a flight that was delayed over an hour due to weather issues. I arrived at BWI airport after midnight and called to see where I should go to meet the van. I was told there would not be any pick up after midnight because they didn't have drivers available. Why wasn't I told that when I purchased my round trip ticket or why didn't anyone call once I was delayed so that I could make other pick up arrangements? Poor communication and lousy customer service. My safety was not taken into consideration when they left me stranded in the airport!! I will not use your services again and will never refer your services to anyone!! They did not even offer a full trip refund. I only gave one star just to leave a review, I take back the star read more

SuperShuttle did an excellent job. Originally, there was a problem with my pickup address -- I was scheduled to be picked up in the wrong neighboring town. SuperShuttle caught this mistake about an hour before my scheduled pickup. In order to make sure I got to the airport on time, they sent a private car. They easily could have just refunded me instead (and then I would have been in a very bad situation...). The driver was professional and courteous, the car was clean, and overall it was a great experience. SuperShuttle really went above and beyond. read more