I reserved round-trip transportation for my trip to Houston. However, for my return trip to the airport, the van never showed up. I called customer service and was on the phone for almost an hour and was kept on hold while the customer service rep was allegedly locating the van, locating the local dispatcher, locating a supervisor...none of which were secured. I ended up taking a private taxi only to miss my flight. As a result, I have to spend the night in the airport, fly standby for a return flight, get home a day later and miss client meetings.

I reserved round trip travel to/from my house and DEN. I’ve never used airport shuttle services before, and was looking forward to an easy, organized and stress-free ride. Unfortunately, SS turned the first few hours of my vacation and the last few hours of my vacation into a difficult, chaotic and stressful time.

I requested pickup in the window of 3:10-3:25. On the instructions SS reminds the customer they must be ready and waiting at exactly 3:10. At 3:30, no van. At 3:45, no van. We called SS, waited on hold for a while, and they insisted a van would be at our house in “6 minutes.”

At that time, we requested a credit or a discount for their late arrival time. SS refused. We then asked that at least the $5 tip could be refunded, but SS refused. They did, however, claim that they would reimburse us for the cost of our flight if we missed the flight.

At 4:10, the van arrived. Per the driver, he had just been called/dispatched, and had no idea that we were upset or in a rush to make our flight. We arrived at the airport on time, but only after a white-knuckled, all out, pedal-to-the-metal race to the airport.