Still 1-star, but wanted to update that I received a refund. Still out $40 for an Uber and a lot of wasted time, but there's that.

You would think that with all of these single stars that the service would be improved. Well, similar to everyones experience, I was very dissatisfied with my encounter. This was my first time using the service after my friend suggested it because of his experiences in Philadelphia. The ride to BWI was fine. The driver wasn't friendly but I didn't care at 5am. He was on time which I appreciated. Next time, I will lie about my flight departure time because I got to the airport way too early but better than late. Well, upon my return I waited and waited. Vans pulled up and none bothered to tell me I was standing in the wrong place to get on a van. So I went inside and they told me another 15 minutes. Annoying but whatever since I had already been waiting a half hour. Partly my fault. Well we get to the van and the driver moves slow as molasses. He doesn't speak, just looks at us and keeps fussing with cords connecting his equipment. He grabs our bags (what horrible customer service. I get it, its late but this is your job) and we get in. He gets me home safely so I am thankful for that but I'd much rather catch Uber. There are too many traveling options to settle for this! read more

The SuperShuttle experience you get at every airport is a bit different, but this one was not so bad at least compared to what I experienced at JFK one time. Unfortunately public transportation from BWI isn't nearly as good as it is from DCA or IAD (especially once Dulles gets connected to the metro), so SuperShuttle is one of the few options besides using the MARC Train or the Greenbelt Bus. I took the SuperShuttle from BWI to Northwest D.C. on a Saturday afternoon and had to wait about 30-40 minutes for a shuttle. Maybe it's my fault that I didn't make a reservation beforehand, but I figured it wouldn't take very long to get a shuttle since so many people fly into Baltimore to get to D.C. Either way, at least once I was on my way they did a good job of putting me in a van with other people who were staying in the same general vicinity so the travel time to my destination wasn't horribly long. The thing that's probably most irritating is how early they pick you up if you're traveling to the airport, especially if you have a morning flight. I've had 7:00am flights where the latest option I had to get picked up was around 4am. If you know you're planning on using SuperShuttle for your next trip, I would plan ahead and try to book a return flight that's at a decent hour so you won't be dead the entire day after that. The drivers for SuperShuttle are certainly more courteous than most cab drivers, but the friendliness level varies from one to the next. This doesn't matter so much unless you're awkwardly stuck in the front seat with one of them for the trip. In terms of prices, it's probably much cheaper than a cab ride would be unless you took one of those minivan cabs with a large group. I ended up paying around $35-40 each way between the Dupont Circle area to BWI airport. read more

I booked and prepaid for our service days before our trip. When we arrived on time at midnight at the airport in Baltimore we were told that our driver was either not showing up at all or would be 2 hours late. I told her we had confirmed and paid for the service and she said she was sorry but they had no drivers. So at midnight we found another shuttle to get us to our hotel. It's been a week and they still haven't gotten back to us. Terrible! read more

Do not take the Baltimore SuperShuttle to or from the Airport. I flew into BWI earlier in the week (Prepaid) and was left waiting for a shuttle for 1.5 hours. On the return trip yesterday from my hotel to the airport they were 25 minutes late at the END of the 15 minute window they gave me. No phone call and I was on hold for 15 minutes trying to get ahold of them. I finally gave up since I was worried I would be late for my flight and called an Uber which arrived within 2 minutes and was only 4 dollars more. The SuperShuttle arrived at exactly the same time as my Uber ride but I lost all confidence in Supershuttle at this point and went with Uber. The dispatcher at the Airport also assigned me a non-existent vehicle number on the way to the hotel. I had to listen to the driver argue with another employee for 5 minutes. Very incompetent dispatchers. Do your self a favor and look elsewhere for a ride! How about a refund on my ride Supershuttle? I've used SuperShuttle MANY TIMES at other airports but have never seen one this bad before. I won't be using them again after this experience! read more

April 12th update, still waiting for resolution to my experience. Sadly promised voucher for future transportation not received. Compensation for my having additional stress, last minute seeking alternative transportation along with cash tip rendered to Uber not being addressed. I am being asked to provide a receipt for a cash tip. Still waiting and hoping for prompt response as a regular customer I have another trip coming up in May. read more

My son spent Thanksgiving with his grandparents. We booked a round trip shuttle from BWI to their home (50 minutes away when there is no traffic ). The first leg of the trip was OK. Not so much with the return trip. The pick up time for the return trip was 5:40 AM on the Sunday after Thanksgiving. Right at 5:40 AM, my son received a call from SuperShuttle stating that the shuttle that was supposed to pick him up had a mechanical issue and no other shuttle was available for him. They just cancelled the trip, refunded half of the cost of the round trip, and offered no other compensation for the huge inconvenience. Based on the other reviews here, this type of unreliable service is not uncommon at SuperShuttle. We wish we knew this before doing business with them. Update (11/27)... As suggested in the response from SuperShuttle to my initial review, the reservation number and incident information were forwarded to the SuperShuttle social media email account. SuperShuttle sent the following generic apology. Thank you for contacting us. I apologize for the inconvenience caused with our service failure. It's clear that we have not provided you with the professional, courteous, and timely service to which we are committed. I have provided your information to operations management so that additional research can be done, and training needs can be addressed, to ensure that this is not repeated. We hope that you will provide us the opportunity to serve you in the future. Kevin M| CUSTOMER CARE CASE MANAGER Fax: 480-607-9317 SuperShuttle | ExecuCar The bottom line is a SuperShuttle reservation is not a guarantee that you will actually be provided transportation. If they feel like cancelling the reservation at the last minute for any reason, you will be left scrambling to find an alternative means of getting to where you need to go and only get a "Sorry about that" response from SuperShuttle. read more

TERRIBLE!!! Each time I tried to use them for this trip, 3 legs different cities, there were different/stressful issues. First, shuttle arrived 20min before early arrival time, then left before the early time. Second, tried to coordinate w a friend to be on the same shuttle to the same hotel and they wouldn't accommodate. In addition a taxi in SFO was the same price as two shuttle tix. Then lastly, there was a fight between the workers and everything was a standstill at BWI it took 45min from when I got bags for the shuttle to leave. then we had to go back to correct the list of occupants or something another 15min... I will never use again, cheap parking or other services!!!! Not worth small savings. read more

I used SuperShuttle for a ride from BWI to Ashburn Virginia at 10:00 pm on 11/20/2014. First it's easy to find their booth location at the airport. But once there here was my experience. I was told by the BWI Super Shuttle counter attendant that I was guaranteed to wait only 25 minutes. After 25 minutes I asked for an update. At that point she explained that it was a 25 minute guarantee to find a driver (Which is strange since I had already arranged and paid for the ride 2weeks before...I was expected). Once on the road my driver was courteous, however, while driving he kept straddling the lane line. Additionally he traveled at a very slow 50 miles an hour on the DC Beltway, 270 and 95. Luckily it was very late and there was little or no traffic. Next time I will find other arrangements, Super Shuttle wasn't worth the wait/driving skills. read more

This company reek stinks, and I will write a similar review on Consumer.org about SuperShuttle. DO NOT USE THEM UNLESS YOU READ THE FINE PRINT. I basically got scammed out $60 on my first time using them, because my flight was canceled the day of my trip. And in order to be refunded for roundtrip payments, you must call 2 hours ahead of time to get ANY refunds back (was not aware of that policy before I called to report my flight cancellation). When I called the 1800- they told me I was ok in getting my money back. My flight was not rescheduled until the next morning, and I was still not given a refund, even though they ensured me that they would. They had me purchase an entirely new pick up trip...which I now feel even worse about, because they kept my money on the round-trip payment. Get this: You have file any refund reports online to get any money back. There is no live person, a good way to circumvent dealing with people and having persons dispute the refund process. I emailed 8 times without any response, and no one got back to me. So far 1 month has gone and zero refund. I;ve called the credit card to dispute, awaiting a resolution. Secondly, in speaking to the driver on the way to the airport on my outbound trip, he informed me about all the expensive surplus fees they charge their drivers. They employ these folks on slave labor (was able to see the charges too)....most of the fees don't allow them to eat. I had to tip my driver additionally even though I had paid 20 % tip on the pre-paid charge. Use UBER?LIFT or whatever...but don't get scammed out of $60 like I did. Can you imagine how many $60-70 they get by such cancellations? How can you keep my tip money and all of it because my flight was canceled? SuperShuttle your so wrong. read more

I used Super Shuttle in connection with a recent trip to Las Vegas. I had no issues with delivery to the BWI airport or the delivery from the hotel to the McCarran airport on the way back. Both trips from the airport, however, were problematic. I waited approximately 50 minutes upon arrival at McCarran for the scheduled van. At BWI, the dispatcher could not give an estimate for when our scheduled van would be available. I opted instead to take a cab and asked for a reimbursement for the cancelled van. Of course, no reimbursement was ever provided. I used to depend on this shuttle for airport services. Now, there are too many viable alternatives to remain a customer. Count me out. read more

This is the second time in 3 weeks that SuperShuttle has stranded us at BWI. Even with reservations, they are not able to pick us up within 2 hours of landing. Never again. read more

Ugh supershuttle. I always use it because it's cheaper than a taxi but the people at the desk are USUALLY not very nice and it always takes forever to get back to Hopkins. ALWAYS! They pack the shuttles by region so we have to stop at all the inner harbor hotels before getting up to northern baltimore. However! One time I did leave my phone on the supershuttle and although I had to come back down to the airport to get it, one of the supershuttle employees charged it for me so that I could use it immediately after getting it back. I thought that that was really considerate! read more

I was disappointed with my pick up experience from my apartment because I was not notified that the shuttle to the airport was running late. Even though I was ready by the scheduled time I had to wait till the driver arrived 30 minutes after the allotted time. Fortunately I was able to view the shuttle's drive so I knew it was on its way. I was satisfied with my pick up experience from the airport because I was picked up shortly after checking in via the hyperlink that was texted to me shortly upon my flights arrival. I was the second person to be dropped off from the airport so I didn't have a long ride home. I regret getting a shuttle only because we experienced traffic and I was impatient to get home. If you don't have another mode of transportation then I recommend Super Shuttle because they have been reliable in picking me up and this is the third time I've used them. Also gratuity isn't included so you will need cash if you'd like to tip the driver. read more

What happened????!!!!! The last super shuttle was the best and I couldn't wait to use this mode of transportation again. Sadly, I was so disappointed with this last service. The driver didn't know where he was going and got lost. Then he went further away to pick up passengers when I should have been the last pickup because I was closer to the airport. I got to the airport less than 1 1/2 hours before my flight and really thought I would miss the plane because I knew TSA lines would be long. I am going to try another transportation company. I was very disappointed and don't recommend that anyone use this company. read more

I am never, ever, EVER using this service again. I had booked and prepaid for a shuttle to get me from my hostel in San Fransisco to the airport because I was leaving at like 5am and I couldn't book from anyone else. Now right up front, I admit that I had given them the wrong address by accident, but that doesn't excuse the service I got. The shuttle was half an hour late (inexcusable when trying to get to an airport), and I had to play phone trees with people just to get a human being on the phone. Of course, when I realize my mistake, I asked if they could just send the shuttle to the hostel as the original location was not far. I was basically told to rebook. Now at this point, I was out of money and couldn't afford to rebook so I asked for a refund so I COULD rebook. I was told "Tough luck" and wound up having to get a Lyft I couldn't afford just so I could get home. Don't waste your money with these people. Use Uber, Lyft or even Go Lorries. read more

I will not use this company ever again. To begin with, they provide you a pickup time when you book the appointment. Mine was 0535 on April 24th. I later discovered that was only the beginning of a pickup window. My pickup window was 0535-0555. The driver didn't arrive until 0605. I didn't get to the airport until 0625 for my 0730 boarding time. By the time I got through check-in, TSA, and my gate, I didn't have time to get something to eat before boarding my flight from Baltimore to Tuscon. Today I was reviewing my bank statement and discovered the company decided to double charge me for the transportation. I am now dealing with disputing the transaction with my bank. When I talked about this with a coworker, she told me she had a very similar experience with this company picking her up very late. I will not use this company again. read more

I'd give them 0 stars, if it was possible. They called me at 4:40am -- 45 minutes prior to my scheduled pickup - to tell me that no one was available to pick me up, to take me to the airport. It's a shuttle service; driving people to the airport is all you do!! Un-freaking-believable! Book at your own risk. read more

I was in Baltimore for professional work and have used Super Shuttle before in other cities -- as a state employee I have to keep the expenses down. On the good side, the drivers were nice on the outgoing and return trips from BWI. I waited about 15 minutes for my non-reserved ride out, and the driver arrived at the scheduled time picking me up for the trip back to the airport. So far so good. However, as a business traveler there were a few things that we sub-optimal. Usually when I have used the Shuttle in other cities it was pretty much a direct route to/from the airport from the area where my hotel was. This time, being out the outskirts of the city center, the ride in both directions included drives through residential neighborhoods as we dropped off or picked up people from their houses. It meant an hour in the van for an 18 mile trip to a location that was right of the interstate. It was unexpected, and something I would be mindful of when considering the shuttle in other places. It didn't make me late for anything, but it was not exactly a relaxing way to bookend my travel and work. I also wasn't sure what was up with the "fuel surcharge." At $12 is doubled the cost, I don't know why the just don't add it to the fare (which it effectively doubled). For an 18 mile trip that seems a bit much to charge for fuel, just roll the cost into the fare and don't make me wonder what you are up to already. I might use it again if I were heading to the city center, but will probably cab it for more tangential locations. read more

IAD to Hotel: Driver got lost trying to get one of the other passengers to her destination, not all his fault (she didn't have much of a clue where she was supposed to go either), but it added about a half hour to the trip. Airport check-in and the website are pretty efficient though. Hotel to IAD: It was cool that they called me on my cell when the driver was 5 minutes due to arrive, so I was able to hang in the lobby and do come computer stuff (like update some Yelp* reviews). The ride outbound was no issue, since traffic didn't suck on a Saturday. I have a feeling I'll be using these guys again... read more

I suppose this shuttle does the job, but I don't like it at all. Maybe I just don't like shuttles, but that's not super shuttle's fault. Lots of stops, fabric seats, pets in cages. I think I'd prefer a train/bus to this shuttle. read more

Never a good sign when the driver asks where is you town. But after taking the wrong folks to the wrong hotel...how do you follow it up, gong in the wrong direction to drop off the rest of the passengers. Not good, this ride is cheap, and you get what you pay for, expect to double whatever your expected drive time should be...an hour to go 11 miles from the airport. Miserable. read more

Good to have if you need it, but the overall experience is not very nice. The wait time for a van can get excessive, they sometimes pack the vans in tight, the heat/ac is not always set for passenger comfort, and the customer service is hit or miss. One driver was playing offensive music on the sound system and refused to change or lower the 'music'. I prefer to spend $10 extra to use Uber or Lyft. read more

It was going to be about $20 less than Uber/Lyft, but not worth it. I had to wait more than 20 minutes and then, they sent me to Door 7 but the driver went to door 16. He wouldn't come to Gate 7 to pick me up even after your CSR told him to go there. The other passenger was an elderly lady, so they wheeled her the extra eight gates. Talk about great customer service. The lady lived in a gated senior community, and after he dropped her off, his GPS took him to a different gate which was closed, He couldn't find his way out so after five minutes,so I told him to put BWI in his GPS like we were going back to the airport. He didn't get it but I explained that was just to get us out the front gate, which we finally did. The entire experience was awful. It took us over 90 minutes (not counting waiting time at the airport) for a trip that should have been 45-60 minutes, I filed a complaint and the person sent me a rude response in which he/she said that 20 minutes is within the contract norms. They failed to address the issue of wrong door pickup and getting lost inside the gated community. On my return trip (I had prepaid the round trip) about 15 min after they picked me up (10 minutes early which normally would be fine but it was 5:35 AM - I was told 5:45 - 6), I get a call from the dispatcher that they are running a few minutes behind. I explained I had been picked up already and she said she must have called the wrong person, DUH!!! What a bozo. I was trying to nap since it was early AM and it woke me up. My fault for being too cheap to take Uber/Lyft. If you have no regard for your personal time this is for you, I should have read the reviews first before I booked with them. Never again. read more

I was in Baltimore this weekend for a conference and used Super Shuttle for the first time. When I got to the airport, the Super Shuttle counter was just across from the baggage claim and easy to find. I went to the counter and gave them my name and they gave me a ticket to give to the driver. I had to wait in the waiting area for a few minutes until the shuttle arrived. I don' think I waited for more than 5 minutes. The driver was very nice. He was very professional and clearly knew his way around town. We had a full load (10 passengers) so it took about 40 minutes to get to the hotel, which is not bad at all. I received a confirmation call the day before I was supposed to go home which was nice. Super Shuttle gives you a 15 minute window for the pick up time. My window was between 10:05 and 10:20. They were there at 10:10. It was the same driver and he was just as courteous and professional as the first time. We made one stop on the way and got to the airport in plenty of time. Overall it was a very pleasant experience. The only reason I only gave Super Shuttle 4 stars is because when I called to make a reservation, the woman on the phone was rude, nasty and condescending. Not only that, but she had no idea what she was doing! I told her the hotel I was staying in, in Baltimore and she wanted to know if I was going to another city far away. Completely clueless! She was so nasty to me that I hung up and pretty much decided that I wasn't going to use Super Shuttle However, I found the website and decided to reserve online, which was a very easy process. You can even pay the tip online when you reserve so you don't have to worry about looking for singles while on the shuttle. I would reccommend using Super Shuttle, but by reserving online only! The people who man the phones were clearly not properly trained and do not have good customer service skills! read more

I had a totally positive experience using this service on Nov. 3, 2012. I was super nervous about this service after reading all the negative reviews here, but I had zero problems. The desk was right where the service said it was and the woman who helped me at the desk was swift and polite. She said I could take a seat and would be called in 30 minutes or less, and I was called in 20 minutes. There were four of us on the shuttle. The driver helped me load my bag, and was very polite. He drove smoothly, followed his GPS navigation with no problem, and got me to my destination (a residential address, not a hotel) swiftly. He helped me unload my bag, and was polite throughout. It was a relief to get good service like this, and I would definitely use them again. read more

I have used Supershuttle in the past and had no problems. Two weeks ago I booked a shared ride for a very early morning international flight. I was outside waiting for my shuttle when I received a call that they did not have anyone available to pick me up. They apologized for the inconvenience and ensured me that they would issue me a refund right away. Almost two weeks later I have called and emailed twice requesting the refund that I still have not received for a ride that was cancelled on me. I will never use this service again and would not recommend it. Super shuttle responded to this post on December 18th apologizing and promising a refund within 5-7 business days. It is now December 27th and I have not yet received a refund. read more

As a follow-up to my previous review. After I stupidly used this service after receiving an apology from SuperShuttle. I requested a shuttle to pick my wife and I up at 5:30 am. We had a flight to my fathers funeral! When I finally reached SuperShuttle at 6:10am. I was informed they had no shuttle in the area and was told it was cancelled. They had no compassion that I might miss the flight to my father's funeral. I would not use this company under any condition! I Recommend anyone read my review of last year. Nothing has changed. My suggestion "Run Forest Run!" read more

I have been using Super Shuttle consistently over the past 30 years. Recently, my last 2 trips were disasters. Got a call at 4:30 am that the van broke down so the pick up was cancelled. No credit for a future ride because of the cancellation, just an apology. Had to get Uber. Today, after landing at BWI, I waited an hour and a half for the shuttle to arrive, then another half hour for a delayed passenger who "never showed up". The customer service sucks. We sat there in the van no knowing what was going on, so had to ask. Then this joker gets in the van an turns on gospel. Im done!!! I'll pay an extra 10 bucks for an Uber or Lyft. read more

What an awful experience dealing with these people. They left my family sitting at the airport for over an hour. They got the phone reservation incorrect, they overbilled me. They even tried tacking on an extra person to my party. I finally had to walk away and fight to get a refund, which I still have not received 55 days later. Read the negative reviews of this company before you book travel with these people. If I could give them zero stars I would. read more

Return trip: As easy as the first trip! I'm definitely booking with Supershuttle again. read more

The service was HORRIBLE. Don't use it because you may miss your flight. Booked the airport pick-up 3days prior to my trip, and received a confirmation for the pick up time. Received a text message reminder a day prior to my trip to confirm the pick up time again. Then 30 minutes prior to the pickup time, received a call from an operator saying they DO NOT HAVE A DRIVER NOR A VAN to pick me up. Besides sorry, there's nothing they can do. Terrible experience and I would never use their services again. read more

I emailed the company per their request after my initial review. They are contacting the drivers direct supervisor and are going to refund me the cost. I appreciate their quick response and effort to rectify the situation. I therefore have adjusted the rating accordingly. read more

This shuttle called my mother a half hour before she was due to be picked up and taken to the BWI airport and they cancelled her pick up. Then, on the way home from the airport, the shuttle made her sit in the van for an hour to "wait" for other passengers so they would have more people. My mother at the time was 86 years old. This was unprofessional and very stressful on her. Fortunately, my daughter happened to be in the country and was able to book an uber driver for her at the last minute. read more

I had an early morning flight and arranged a 4:20 am pick-up two days in advance. At 4 am, a mere 20 minutes until I had to leave for the airport, I received a call saying that no one was picking me up because SuperShuttle could not find a driver. I asked how I was supposed to get to the aiport (as an Uber could not reach me in time), and was basically told it was not SuperShuttle's problem. I asked if I was going to receive any compensation in light of the last minute cancellation (especially since I would not have received any refund in the event I had cancelled within 24 hours of my scheduled pick up), and I was told there was nothing SuperShuttle could do (not even offer me a voucher). Disgusted by the lack of customer service from the dispatcher, I wrote to SuperShuttle customer service about my incident. I never received a response. Horrible company that does not hold itself accountable! Avoid if you do not want to be left stranded for the airport. read more

SuperShuttle -- YOU HAD ONE JOB and could not execute it. Confused as to that that job was? Heck...it's right there in your name. Headed out of town to be with my wife's family after my mother in law passed away. No sense in parking at the airport as we're driving home. Scheduled a ride with this shuttle company - no previous experience with them but I'd seen the vehicles on the road. Booked on-line the day before. All seemed fine until the shuttle never showed up. Got confirmation notifications abt two hours prior to the ride. Even had a uber-like map showing where the van was and the name of the driver. Then that all stopped. The vehicle disappeared from the map they'd linked to. I got a call from a hands-free device - utterly impossible to understand what he was saying -- I assume it was the driver? Eventually the company called and told me the shuttle was no longer coming because the driver was running so late that I'd miss my flight. They said they'd call a cab, which they did. (props for that) I asked how to get a refund for my prepaid fare and was told I'd need to go on the website. Guess what...the website has no option for "refund". You have to open a help desk ticket. BTW, the cab company they sent charged me 2.5x the shuttle ride I'd already PREPAID for. After I get home from the funeral I just can't wait to get involved the the unnecessary hassle of sorting this out. Following up... It has now been seven days since this company FAILED in its ONLY job. Six days since they responded to my help desk ticket acknowledging the "case" and promising me that a "case manager" would contact me. Wanna guess how much follow-through there's been? read more

I made a reservation for a 7:00AM pick up and at 3:30AM they called and cancelled my pick up saying they had no drivers. I will never book with SuperShuttle again. read more

NEVER TAKE THIS SHUTTLE. I wish I could give it no stars. My shuttle from the airport to my hotel was awful. The driver was RUDE, and aggressive, and refused to let me charge my phone. He yelled at me when I pointed out that we were going in the wrong direction. As a woman traveling alone, I was TERRIFIED. The 45min trip took an hr and 30min, and cost $35. I spent 15min crying, expecting to be murdered, kidnapped, or worse. Almost ruined my entire trip. read more

My shuttle was a FULL HOUR late, even after my plane was delayed by a half hour. I was sitting around the airport waiting for this driver who the GPS showed was parked at a random location the entire time. It didn't make any sense and was simultaneously super infuriating. It was difficult to get a hold of the driver, it was difficult to get a hold of a customer service rep. It was absolute bullshit all the way around. I can't recommend not using their "service" enough. Just get a fucking Uber, it's cheaper. read more

Created reservation on line. Was confirmed. Continued receiving automated messages after I landed with instructions for moving forward. No company rep on site as was described. Waited for about half an hour, called their dispatch, was told there was no shuttle service available, no drivers available or on site. Confirmed I never received an announcement that there might be an issue due to inclement weather. A full refund was promised and the reservation canceled. Noted that there were other local hotel shuttles running. Contacted Lyft, had a driver in a few minutes. read more