I've been a customer of Super Shuttle since Sept after using them when my mother visited where I began to first experience their seeming lack of professionalism. My mother's flight departed at 5:55pm, her 'call time' was btw 2:30 to 2:45. There were no traffic issues. The driver began calling us at 1:30 to say they were on their way. I ignored the first few calls then answered at 1:45 to say we would be home by 2, where the driver was already waiting for us. I rushed my mother on her way, she was gone by 2:15. She arrived at the airport @ 3 where she waited till 5:55 for her flight:-/ On top of that, I prepaid for her ride however the driver requested payment from her and I later complained since I was charged double, and received an apology and a refund.

For Thanksgiving I used them again. My flight time was 9a.m., they gave me a call time of 5:30-5:45a.m. (because they insist on having U there 2 hours early). I live in Times Sq and was traveling to Detroit out of Newark. The driver calls me at 4:27a.m. to say he was on his way, I complained and delayed him till 5:15 where he picked me up and had me at the airport by 6a.m. There was no traffic, no delays, I was 3 hours early. He also, despite my given authorization to use my credit card from SS, refused anything but cash, resulting in a complaint and later an add'l refund of $3.15 the unauthorized tip that was charged to my card. I was offered many apologies. So upon traveling this Xmas I chose to use them again. I called the reservation agent and explained how I didn't want to relive my former experiences, that she duly noted, apologized and comforted me about and guaranteed would not repeat.

My flight leaves @ 8pm, I told her, Since it only takes 20 min from Times Sq to JFK, we'll give him more time for possible traffic but I don't want to get to the airport before 6pm. Each time I've traveled and when my mom traveled, we both got to the airports in less than 45min. Super Shuttles reservation agent claimed the entire ride shouldn't be more than an hour maximum and she recommended a call time of 5 to 5:15pm I asked (looking back at last experiences and noticing they ALWAYS came early) if she could make sure that he didn't come before 5:15pm. She agreed that it was no problem and that she would make sure that the driver called before he came and wouldn't come earlier to make sure I didn't get to the airport before 6p.m. The driver didn't show up until 5:45pm. He didn't call, he just showed up.

He had 4 other passengers and claimed he had 4 more stops. He drove very slow as if unsure of his direction and often had to make U turns or came to a stop to check. He picked everyone up by 6:05 and we were driving thru Central Park by 6:15 in an over stuffed shuttle thinking we were on way to airport. Had he hit the highway, we were 20mins away. He drove slowly thru Manhattan Central park to 147th street to 72nd/York as if lost. By 6:40 I called the offices to report his driving, they comforted me as they radio him where he constantly told them 20mins. I stayed on the phone giving play by plays of what he was doing. A dispatcher told me if I missed my plane they would reimburse me and my travel expenses, ..the driver got me to my gate @ 7:45, I missed my first visit with my mother in 8 years!

My ticket was non refundable, the new rates are $900+ and Now Super Shuttles after putting me thru the hoopla are saying they won't cover expenses that I traveled at my own risk. I'm trying to dispute it to get them to get me a ticket home for Xmas and they're constantly giving me voicemails and no help!