Complaints

This profile includes complaints for SuperShuttle Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SuperShuttle Express

  1300 Lydia Ave Kansas City, MO 64106-3410

• 

  SuperShuttle

  4500 Glumack Dr Ste 1300 Saint Paul, MN 55111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reserved a scheduled shuttle at MSP Airport for my boyfriend who was traveling alone, and he is visually impaired. His flight was slightly delayed (20-30 minutes) and he called the dispatch and a driver never showed up. I called and was on hold twice for 20 minutes and the woman said "i can't hear, going to hang up." This was not a phone connection problem, as I had been on the phone all night. I have filed two complaints on Super Shuttle survey. No response from them. My boyfriend had to take Lyft. I would like my $44 refunded.

  Business Response

  Date: 03/12/2025

  full refund on 3.12  for the ride on 3.9.  Normally id does take a few days to show up on customer CC.  customer has been contacted.  

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/2024 I booked a trip with Super Shuttle to get my party from a Hotel near Acuisure Stadium in Pittsburgh, Pa to the Pittsburgh airport. I pre paid and included tip for $70. My ride never showed up or called. I was then forced to contact ** **** to make sure I make my flight. I contacted super shuttle at that time spoke with a nice woman named **** who confirmed they improperly dispatched the driver at an earlier time in error and that they would be unable to get us to the airport in time. She apologized and advised she will request a full refund due to their error. I completed a survey I received from them to advise of the service. I was then contacted by ****** ****** from customer care on 11/23/24. She apologized and advised she would look into getting the refund processed. I have followed up several times for status as I have yet to get my refund back to my credit card. I kept getting told it was escalated it was approved and it should submitted even told that it was the holidays and people were on PTO so that is why it was not done. I respect the fact that people should be able to spend time during the holidays with their families; however, the company should be full staffed regardless of people out on PTO and someone should be able to process my refund and I not have to wait almost 2 months for it. That is just terrible business handling.

  Business Response

  Date: 01/19/2025

  the refund was processed on January 7.  

   

  Customer Answer

  Date: 01/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I have heard from Super Shuttle and they have since issued my full refund.Thank you for your help.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-paid a trip for my son on Saturday (4 Jan 2025) for a trip on Sunday (5 Jan 2025). My son used the correct cab number and driver that was in communication with my son. When ******** arrived at the Navy base, the driver said that Super Shuttle Express did not pay the taxi cab company. My son then paid $108.05 for the trip from his debit card. That Sunday evening (5 Jan 2025), I made several calls between Super Shuttle Express and the taxi cab provider and received no resolution. I could not get my refund to my credit card and my son had paid on a USAA debit card (receipt attached). I made several calls between the two companies with no resolution. I was told to call the taxi-cab company on Monday (6 Jan 2025) and they would handle the refund. On Monday, 6 Jan 2025, the taxi cab company said they accepted my son’s debit card payment and cancelled my reservation so that I could get a refund from Super Shuttle Express. The supervisor also said they sent an email to Super Shuttle about allowing me to get a refund. I called Super Shuttle Express on Monday, 6 Jan 2025, at 1:07 pm and talked with a ******* who was a female. Again, I was told to call the taxi-cab company. I explained the situation to her and she refused to acknowledge anything but that I had to call the taxi cab company. I made a point of asking if we are on a recorded line and asked for her name and annotated the time of the call (1:07 pm Eastern). Again, no resolution.

  Business Response

  Date: 01/07/2025

  The refund has been processed, actually it looks to have been done on Jan 6.  at times it takes several days for the CC company to post refunds which is on them, not the merchant but often it occurs right after.  the guest has been contacted.   

  Customer Answer

  Date: 01/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  I do want to acknowledge that Mr. David Bird from SuperShuttle handled this situation very quickly and professionally.  I am glad that he understood the situation and made me feel positive about retaining my business with the company.  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:11/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Susan Redmond, Confirmation Number4****** PickupOct 22 2024 6:47AM Pickup Location:**** American Blvd W Minneapolis, MN, 55437 Drop Off Location:MSPAirport Express Non-Stop Ride Direct ride Transportation Provider* Transportation Plus 1 Passenger Delta Air Lines #**** 10/22/2024 9:00:00 AM Trip Total $37.40 Your SuperShuttle Express Confirmation Number ********** has been assigned to Transportation Booking ID: ******** Passenger Name: Susan Redmond Passenger Phone: *********2 Flight Number: DL 2463 Requested Date and Time: Oct 22 2024 6:47AM Pickup: **** American Blvd W, Bloomington Destination: Msp Terminal 1 - Thank you for reaching out, your email has been sent to our refunds department.Generally it takes 3-5 business days. They will send you a response. Have a good day!Reta Post • [email protected] 11/24/24 Following up on my second refund request, no refund issued no communication. I'll be filing a complaint with the better business bureau Wednesday morning if the refund isn't issued. Show quoted text Payment Info Payment Method Payment Total Discover **** ****  $37.40 If your plans change: For refunds, please cancel at least 2 hours prior to scheduled pickup time. Within 2 hours of pickup time, for changes or status on your vehicle please call the provider directly at ###-###-####. **If more than 2 hours in advance, to change or cancel please call 1-800-Blue Van (###-###-####) or visit www.supershuttle.com. Please mention that you have a SuperShuttle/ExecuCar reservation. Confirmation number *******  Every SuperShuttle Express affiliate is locally owned and operated and has been qualified by SuperShuttle to provide this service. Please contact the provider directly if there are any questions regarding your trip. For arrival flights, if your flight is significantly delayed, please contact the local provider to check on vehicle availability

  Business Response

  Date: 12/04/2024

  sorry for the lack of service and we are continuing to review.  A full refund was processed on 12.4, may take 48 hour to show on your credit card statement.   

• Initial Complaint

  Date:02/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Fri Dec 27 at 3:20p I booked a ride to the BNA airport through supershuttle.com. I received a booking confirmation with the confirmation # of *******. The ride was booked for the following day, Dec 23 at 4:30p. No driver showed up and no notice was provided. I called the Super Shuttle customer service to complain and they said they would process a refund of $148.48 which had been charged to my card. I have called multiple times and spoke to a customer service operator and they always say the refund will be processed in 2-3 days. I called again on 1/29 and 2/1 and no refund has yet been processed.

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 13, 2023 I was supposed to have been picked up by Z-Trip, booked thru Super Shuttle/ExecuCar and taken to the airport at 4:31 am. I received a call an hour before my scheduled pickup but no voicemail was left. I called back and was told that they could not provide be with the ride, which was booked on January 26, 2023 and I was given a confirmation number of 4352906. They told me that they had been trying to find someone to pick me up since midnight on the 13th, I live an hour from the airport and they could not provide me with a ride, even though the service was promised. I asked for a refund and it still has not been processed. I was told it had to be investigated and a decision would be made in 7-10 business days. I feel like this is extremely unprofessional, because THEY did not hold up their end of our agreement. I was charged 122.83 for a ride to the airport and they did not complete this service. I cancelled the return trip and it was immediately refunded, so the same should have been done for the trip THEY cancelled.

  Business Response

  Date: 03/07/2023

  I have reviewed the reservation and apologize for the lack of service, and the lack of follow up.  I have just put in the refund.  It may take 2-3 days to show up on your Credit Card.  If there is not a refund by Friday you can reach me direct at *************  again, sorry for the service issue.  i will also follow up on our side.  

   

  ****

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Now that I'm home safe and sound there was an incident Friday night 1/6/23 on the way to our 25th anniversary gala that we were running 2 hours late too is ZTRIP taxi cab driver got lost was trying to get back on the highway left turn right turn I'm rocking back and forth in the back of the rear entry Dodge caravan he goes up over the railroad tracks I freaking yell at them he hits the brakes my head goes forward and hits the seat belt buckle it's mounted on top of the bench seat resulting in the following with seven stitches in my nose and only being able to stay at the company party for 45 minutes because it was flipped so bad everybody insisted that I go to the hospital thus Friday night I was in the emergency room until 1:00 in the morning. And the hospital that they brought me to was the ****** **** ****** ******** that was absolutely horrible you would think they bring you somewhere other than the crack house hospital. Prior to making this BBB complaint I contacted the Kansas City Z-Trip office advised them of all of the above and they said they'd get back to me. They have not and I have no faith in this company whatsoever as there were multiple other issues with them over the weekend with the booking of a handicap accessible vehicle for my out of town trip to Kansas City. On top of it all the driver did not use one single tie down to strap down my wheelchair and there was no seat belt in the back of the handicap accessible vehicle

  Business Response

  Date: 01/11/2023

  this complaint was sent to the wrong person/city.  I am located in Pittsburgh, Pennsylvania.  this customer is filing a complaint for Ztrip Kansas City.