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SuperShuttle Before disembarking on my trip to Europe. I needed a ride to the airport. I decided to use SuperShuttle. Here is a break down of my not so "Super" experience. UPDATE: SuperShuttle Customer Service pulled through. I will give them another chance.
Customer Service,
I am writing this letter in regards to
my SuperShuttle experience on December 19th 2003. I had scheduled for
a van to pick me up from my apartment at 6:15 AM, my address is 123
Main St Ave #1, Los Angeles, CA .
My first point of concern was that the
driver of the van did not stop in front of my apartment, but at the
neighboring complex. When I came out to go to the van, the driver made
no attempt to assist me with my luggage, and I had to walk up the hill
about 30 yards in order to reach the van. While I am more than able to
walk up a hill with luggage, a reasonable person would expect that
when my address is given, then van driver could stop in front of my
apartment building and not the neighboring one.
The trip to the airport was further
delayed as the driver was lost on the way to the next pickup and made
an illegal u-turn in order to get on the right track. In this day and
age of GPS navigation and Thomas guides, there should be no reason why
a driver is lost, let alone disobeying traffic laws.
Finally, upon arriving to LAX, as I
exited I handed the driver my credit card. He asked, in very broken
English, if I had cash, and was quit disgruntled that I had not told
him earlier that I was going to pay with credit card. He hastily took
my card and asked me to fill out the credit card slip. I filled out
the price which was $20.75, and signed the slip. When I handed the
slip to him, he criticized my writing and said he could not make out
the 20.75 that I had written. I was quite appalled that while rushing
me to fill out the slip and giving me an uneven writing service, the
driver, who could hardly speak English was criticizing my handwriting.
After traveling throughout non-English speaking countries in Europe, I
found many people who spoke English much better than your driver. I
cannot understand why in America, SuperShuttle cannot find a driver
who can speak English.
Furthermore, when I originally filled
out my reservation I noted that I would like to pay with credit card.
It should not be my responsibility to inform the driver that I wish to
pay with credit card. The last thing on my mind when entering the
shuttle is whether I will pay with cash or credit. What is the point
of telling the reservation system that I will pay with credit card, if
I upon entering the van I have to inform the driver that I will be
paying be credit. It should be the driver's responsibility to ask me
upon picking me up, if I will pay by cash or credit. But then again,
in this situation, I doubt the driver could have asked me in English
if I wished to pay with credit card. Maybe if I spoke his native
tongue, I would not have been in this situation.
My experience with SuperShuttle was not
"Super" at all. The next time I need a ride to LAX, I would much
rather walk than to have to use your service. I will forward a copy of
this email to the better business bureau, and I will also post a copy
of it online, so that the next time someone searches for SuperShuttle
online, they will find this letter and think twice about using your
service.
I have a copy of my credit card receipt
which can be mailed or faxed to you if required.
Finally, your website only gives to
forms of contact for customer service. One is this email which is for
reservations and the other is for technical support. This is not a
reservation specific question, there should be another address for
other inquiries. Then again, if my not so super Shuttle experience is
how this company regularly does business, I can understand why you
would not want people contacting you.
Thank you,
- thepuya.com
Response received within 24 hours. However, they called me Mrs!
Dear Mrs. ThePuya.com, Another Response. Nevertheless, I am still Ms! Ms ThePuya.com,
I would like to apologize for the poor service you received from SuperShuttle on 12/19; we do take customer service very seriously at SuperShuttle. The driver that transported you has had some prior customer service issues and also received another complaint after yours. He has been re-trained and warned in the past and he obviously did not take it seriously. He has now been dismissed from our company and will never operate a SuperShuttle van again.
I know that John Hess had emailed you to send us a receipt but at this point I will have them issue you a refund check for $20.75 and also a free ride voucher. I’m hoping you will give us another chance to prove our service to you.
Thank you and again my apologies! General Manager SuperShuttle Los Angeles
SUPERSHUTTLE SUPER SHUTTLE
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