I read the reviews and decided to give it a try- glad I did. Prompt, excellent service from BWI to Silver Springs, MD. New van, clean, excellent driver. The state of the art communication to help me navigate to the shuttle. read more

"30 minutes or less". Yeah right, try closer to an hour. After 30 minutrs of waiting turned into 40, my wife asked the person working the counter how much longer our wait would be. After supposedly co tacting our driver, he said our shuttle was "just around the courner". We continued to wait anouther 15 minutes. We landed at BWI before 10 pm, but did not leave in our shuttle until 11:15. So much for getting to the hotel at a decent hour. As our group piled into the van, the poor gentleman who was unfortunate enough to be the last in line discovered he was left without a seat. The mix up caused us to wait another 10 minutes before we started down the road. Next time I'll pay extra for a cab. read more

DRIVER HAD AN INCIDENT????? I pre-paid for the Execucar Meet and Greet Service (Driver meets you at your baggage claim with a sign that has your name on it = 72.50 including tip) We arrived at the baggage claim area at 12:50 am this morning and did not see the driver but figured it wasn't 1:00 am per the scheduled arrival time and we had to wait for the bags anyway. Still no driver at 1:13 am so I called customer service. I was on hold for 4 minutes then talked to somebody in customer service who said "Let me put you on hold and find out what happened" I was then put on hold for another 5 minutes while I sat and watched passenger after passenger get picked up by BWI Taxi Service. Finally somebody (a dispatcher) came on the line and said that she was just informed that the driver that was scheduled to pick us up "HAD AN INCIDENT" Looking at my phone it was 1:22 am and I couldn't figure out how that could be? Wouldn't a company do some sort of check on their drivers if they hadn't checked in with a scheduled pickup? Again our scheduled arrival was 1:00 am and it was now almost 1:25 am and they had just learned their driver had been in an incident????? She then said she could get us another car but it would take 30 minutes. So...again as a good customer service company wouldn't you contact the patron immediately explaining why their driver wasn't waiting for them at the scheduled time vs. the patron having to call the company to find out what happened to their driver and the pre-paid meet and greet service??????? We then canceled the service and requested a full refund, walked outside and got a taxi and it was about 1:30 am. Taxi's are available 24 hours a day and there is a taxi valet right outside "Door 14"The Execucar Kiosk is right inside door 14. The Taxi cost $50 including tip but we gave him and extra 10 because he understood 2 things. We wanted to get home and we were pissed so he was very pleasant and was able to get us home safely while talking us off the cliff :) If your are coming to Baltimore by train, plain, boat or or whatever mood of transportation you are taking to get to Baltimore that requires you to get a "car service" DO NOT USE EXECUCAR SERVICE BY SUPER SHUTTLE!!!!!!!" We expect a refund within 5 business days and if we don't get it we will be back to tell about the experience. It is not possible to give 0 stars so 1 was a low as we could go. read more

DO NOT RECOMMEND THIS SERVICE AT ALL!!!! Warning! Service was subpar in all aspects. First, I had booked and paid in advance for the service to transport 5 people from BWI to the Verizon Center in Washington, DC and back to BWI at the end of the night. (On April 10, 2014.) Upon arrival we were told each person would have to pay an additional $13.00 for the return service. Girl at counter didn't seem to recognize that we had a printed confirmation for the service and paid receipt. Still wanted to charge extra. After about 20 minutes got that straightened out and were transported to BWI. Driver did not speak good English and it was difficult to communicate with him. Pick up time was to be at 10:45 pm. Driver showed up well after 11:00 p.m. Driver that finally showed up could not speak hardly any English, and was TALKING ON THE PHONE AND TEXTING WHILE DRIVING!!!! I'm pretty sure this is against the law in Washington DC as well as Maryland!! Not a good driver and we will never use this service again. And Super Shuttle, before you respond that "you are sorry we had a bad experience and to please follow the link below to our customer care center" I would say, "Don't Bother". I took your survey and complained. Enough said. read more

I decided to post my exchange with SuperShuttle's customer service in the hope it helps/prevents someone else from having a similar experience. We were left without transport after having been forgotten, put on the wrong shuttle, driven off the road, and ignored. I should also mention the van had an engine and oil light blinking and beeping a warning the entire time. 1st Email: I booked a shuttle trip over a month ago from BWI to my home tonight. I went to the ticket counter and received a number. The ticket agent never called our number. I went up after the allotted time had passed. The ticket agent was on her cell phone. I showed her my ticket, and she said she completely forgot to call our number. I pointed out that we had been sitting right in the waiting area. Our shuttle had left 15 minutes before. We were the only passengers still waiting in the area. Now not only am I not on the shuttle I was supposed to be on, but I am having to take a roundabout way with other passengers not on my original route. I should not have to pay for this service. Response: I want to thank you for contacting us regarding your experience. Feedback regarding our services is put into a queue to be handled by our Case Management team. The case number for your feedback is... A Case Manager will be contacting you in the order received. If for any reason you would like to contact them directly, you can do so by calling 888-888-6025. Case Managers are available Monday through Friday, 7am to 5 pm, Arizona time. Thank you for taking the time to provide us with your feedback. We value your business and appreciate the opportunity to serve you. 2nd Email: Dear Mary, Thank you for getting back in touch. I look forward to hearing from a representative. After we were left in the waiting room, we were put on a different shuttle. This shuttle was not safe to be in operation. Multiple engine and oil change lights were blinking and beeping the entire time. The driver ignored them. More alarmingly, the address in the driver's computer was not the address I had given to the driver, nor was it my name. I asked him about it, and he swerved and drove OFF the road as he was looking at his computer. My father said, "Whoa! Watch it!" and the driver started yelling at me that I had caused him to drive off the road. I said I had noticed that my name did not match the reservation, and my father asked him to pull over to prevent another near miss. He said I needed to decide whether I wanted him to drive or to answer questions. I replied I would prefer not to crash. The driver accused me of getting on the wrong shuttle. I told him I went to the exact shuttle number I was told to get in and repeated the number. I also pointed out that the driver had scanned the ticket I had given him that had contained both my name and address. He then pulled over, looked at the tickets, and said there had been a mistake. He did not say another word and refused to answer any questions. We realized he had turned around to return to the airport. I asked him why, and he said he would not drop me off at the house. He had other people in the car (and was already quite a ways into the trip), so this was extremely unprofessional. Here is the another issue: the location he had on his computer was DCA, which was a mere 5 miles from my destination. We were rudely deposited back at the airport with no transportation provided for our way home. We went to the ticket counter and another customer was having a similar experience with your ticket counter representative. We ended up taking a taxi from BWI to Alexandria at significant personal expense, on top of the amount that I had paid for my SuperShuttle tickets. The main reason I am taking the time to write this is that my experience in trying to explain what happened to your customer service team has been very difficult. I was told by the driver to call your "BLUE VAN" line. I was put on hold for upwards of 20 minutes and bounced to three different representatives, none of whom contributed anything to the situation's resolution. They listened to my story and then put me on hold. What I find especially concerning is that after I went back to BWI and told the representative that the van and driver were not safe and should not be operating, she immediately refunded my fare but made no effort to take a report or record the dangerous conditions in which the driver was operating. Each and every member from your company has displayed appalling customer service. Furthermore, representative of the state/county's licensing board and airport should hear about the downright despicable operating conditions of your vans. I am not sure whether I will hear back from your organization. I tried to resolve this directly with the company in the hopes that feedback could spur change. I hope I will hear back, but I also know that some sort of safety or licensing board should hear of this experience. read more

My flight arrived on time and I had my luggage by 1:20am. We finally left the airport after 2am. We were told to get on shuttle 780 and then asked to get off again with all our suitcases because there apparently wasn't enough space for everyone + suitcases. This shuttle drove off and we waited outside for the next set of information and instruction. I did not get home until quarter to 5am. Taking close to three hours for me to get home from BWI airport. I live 40min from the airport. Having experienced this service I will not ever recommend it and hope to never be booked on it ever again. It was very disorganized and not even close to being worth 50$. Since it was already payed for I have to take the shuttle again today. I had a scheduled pick up of 2:06 but was informed this morning that I would need to be ready by 1:45pm. This company has horrible customer service! read more

An overall disappointment - poor reservation accuracy, angry, disgruntled (possibly hung over) driver calling me, rude customer service hung up on me, inaccurate note on our reservation (that we didn't show up) and can't resolve anything because it is Saturday. Never again. read more

Service was on time. The driver was very nice, helped me with my heavy bags from the door to the car. They have a great map tracker that lets you see where your car is which was a great way to confirm the driver was close by and would be on time--especially since GPS doesn't always take the best route to my house. Highly recommend. . read more

I would have chosen 0 stars if possible. I had a great experience with super shuttle in Pittsburgh but my experience with super shuttle bwi was the opposite. We waited over an hour an a half (at least for now it's only been an hour and a half, we are still waiting) for the shuttle. We've already been reassigned to different shuttles twice. The person at the ticket counter was very helpful and would not provide us any information about when our shuttle might arrive and seemed bothered that we would even ask a question in the first place. I recommend not using this service and finding some other way home. read more

This was our second attempt at using Super Shuttle. Last time, the were only 20 minutes late. ..and I live 15 minutes from the airport. This time, they didn't bother LEAVING the airport until after my scheduled pick up time. When I called to complain, I was told they were 3 miles away and placed on hold for 12 minutes. I hung up and checked the tracker. This time, they were 6 miles away and heading away from me. I called back and was told it would be at least 20 minutes before they world pick me up. ....almost an hour after the scheduled pick up. I just demanded a refund. Unreliable at best. And don't even get me started on the return trip from the airport. Take any other means to get to the airport. read more

They were late picking me up, driver got lost and was driving around DC trying to get back on freeway to Maryland (my hotel was in Maryland so there was no reason to go into DC to begin with to get to BWI.) He had trouble reading signs and swerved in and out of lanes several times. It was a terrible experience and when I complained out counter, the gentleman said he "was not going to take money out of his own pocket" to give me a refund. Just an "I'm sorry for your harrowing experience" would have been nice. Driver was not experienced nor professional and I felt lucky to get to airport. It was the most unsafe I have ever felt on a shuttle van. I would never use them again and would never want any of my family, friends or co-workers to use them. I don't even want a stranger to use them. read more

Booked online for a round trip -no stops - from airport BWI to a hotel downtown inner harbor. They have no counter at the airport. The directions I received were to head outside to a pickup point, where a representative would assist at the curb. Many people were waiting at curb. Two girls sitting in Delta wheelchairs playing on their phones never looked up. A van marked Super Shuttle pulled up. I talked to the driver, I was not on his list. Only then did one of the girls in the wheelchairs look up. She had no company identification and was dressed very casually. The other girl had a blue jacket with a very small Super Shuttle embroidered on the front. They finally asked if they could help. I had waited 30min. I finally made it to my hotel. Going back to the airport, I was also supposed to have nonstop trip. The driver was routed to pick me up,then someone 30 min away in the county, then come back downtown just blocks from where I had been picked up. The driver was not happy with dispatch and neither was I. THe vans were clean and the drivers were courteous and apologetic. My impression was the dispatch and the ground employee were not very efficient . I will not use this company again. read more

Can it really be that no one has complained about SuperShuttle at BWI before? Anyway: we had the most amazingly RUDE and incomprehensively terrible pick up this morning for my wife this morning: guy shows up way early, then claims he's in front of our house: no sign of him! He berates my wife over the phone and she keeps explaining: "You say you're in front of our house but you're NOT - no van is anywhere near our house." The guy wants her to come outside in sub-freezing temps to stand and wait for him rather than actually LOOK for house addresses (retroactively I realize that his Google maps/GPS put him NEARBY but not right at our house, but he was too lazy to look at house #s and was pissed). Insult to injury, he finally appears at the nearest intersection - my wife spots him and he calls and DEMANDS that she walk down the street (half block, subfreezing temps) to meet him instead of him (in warm van) driving 100 yards to our house. This isn't the first weird, terrible Supershuttle driver experience we've encountered, of course. This is just the one that prompted this vent in Yelp. Of course we left vmails for SS management at BWI and are writing the company and BB. read more

I live in NW and had a painfully early flight out of BWI. They were supposed to come between 3:00-3:15am. I called two times and was repeatedly lied to on the time he would arrive. 5 more min. 7 more min. I started to panic b.c I was cutting it too close and ended up waking my husband up to drive me. At this time it was 3:50 and they were telling me he was on my block and I'd be "foolish" to cancel. While I was on the line for a third time, I got a vmail that the driver was 5 min away. Still! The woman on the phone refused to give me a refund for the cost or the pre-paid tip b/c the rule is you can cancel up until 4 hrs before. I held up my end of the bargain and was ready at 3am so i think it is ridiculous that they can't come close to holding up theirs. I get 5-10 min late when there is traffic, but this was in the middle of the night and was 45 min late...maybe. I can't verify when they would've ever arrived b/c I had to speed out of there. read more

I have taken Super Shuttle a number of times and have had no issues until now. If I can find an alternative, I will do so. I left a camera on the van and KNEW it was there within 30 minutes of being dropped off at BWI. However, 15 hours later, no one can tell me whether or not the driver has located it. From what I can tell, they have no way to communicate with the drivers--they seem to be hoping he'll take it to the main office in Baltimore when he reports for his once-weekly visit. The customer service on this has been lousy--when we knew within 30 minutes where the camera was...but no one can actually look in that van to find it. I realize that it was our fault at having left it, but we received no help whatsoever from Super Shuttle to allay our fears about the camera. All I can say is I'm glad this was a replaceable camera, and not an irreplaceable item. I will continue seeking alternatives to Super Shuttle, even if they do find the camera, as their customer service is quite disorganized and unhelpful. All I wanted was someone to tell me the camera had been located...but they cannot do that. What kind of way is this to run a business for travelers?? read more

WE WAS ROBBED BY SUPERSHUTTLE BALTIMORE! We pre-scheduled a SuperShuttle van ride for 4 adults through their website from the Hilton Garden Inn at Baltimore Inner Harbor to BWI Airport for Thursday, May 24th. Pre-paid at a cost of about $71 for the group. Our scheduled pick-up time was 5:15 a.m. We walked out of the hotel at 5:05 and the door man said the SuperShuttle just left. Said he was there a little while, asked about for us, and then left. Thankfully there was a livery service guy waiting nearby, who got us to the airport in his Escalade for $40! Called SuperShuttle the next day to get a refund, and the disinterested manager told me to look at the fine print on the receipt where it says there was a 15 minute pick-up window, and we should be outside waiting by 5:00 a.m. So we argued a bit, and I accused them of engaging in deceptive business practices - why would they list 5:15 a.m. as your scheduled pickup time, and then in fine print say you needed to be there 15 minutes prior, and not be willing to wait until 5:15 before driving off without you? Makes absolutely no sense to me. I bet this confusion happens all the time with them. Would it not be a lot clearer (and fairer) to say your pick-up time is 5:00 and the driver may be delayed a bit? Why even print the word "window" if they don't really mean window. Anyway, the guy sounded like he had heard it all before, many times. So I said in a calm voice - well, you can either refund my money or I'm going to look for every SuperShuttle review site on the web and tell of my "super" experience with your company. He was not willing do so - so here I am, and that's the story of how we were robbed by SuperShuttle. Oh well, for the price of $71 I guess I get the right to vent and to slam SuperShuttle all over the internet. But on the other hand, for $71 they possibly lose thousands of dollars of potential business - stupid, stupid business. So people, why risk being stiffed by SuperShuttle? Anything could delay you a few minutes at checkout. Why not just ask the hotel clerk to call you a cab or livery after you check out, and for probably a lot less money and hassle? Happy traveling! read more

I had no issues whatsoever using SuperShuttle despite the negative reviews online. I suspect many people have fine experiences and don't post about those. I had pre-booked a round-trip BWI-DC downtown. I mixed up my dates, needed to cancel and re-book, and my refund was issued immediately with no problems. Because I had pre-booked and provided my flight info, about 2 minutes after stepping off our plane at BWI, I received a text asking me if we had arrived and whether we were picking up luggage. Once I picked up our luggage, I "clicked" that we had luggage in hand. Within a few minutes, I received a text confirmation, clear instructions on where to meet the van, our van number, and a GPS link to follow the van. We did have to wait about 15 minutes for the van although the SuperShuttle rep offered us to wait inside the airport. Our trip did take nearly two hours as someone was being dropped off in Maryland well off the expressway. There was terrible traffic and many red lights. I knew that it could possibly take that long so, although tedious, I didn't think it was an unacceptable amount of time and based on our driver's comments, I don't think it usually takes that long. Our driver was very safe and courteous. On our return to BWI, I received a reminder text 24 hours in advance, a text about an hour in advance, and then a text about 30 minutes in advance with the name of the driver, GPS tracking link, and approximate time of arrival. The shuttle was supposed to arrive between 12:00-12:15 and our driver was at our hotel at 11:56. He was also safe and courteous and the return trip to BWI was maybe 75 minutes. We had a safe and reliable experience both directions. read more