I have left a previous review as I had a few bad experiences, but my experience with Groome within the last day has been nothing short of wonderful. The team members I talked to on the phone this time were incredibly helpful and got everything figured out for me. My driver today was also fantastic. I think the negative experiences just depend on who you get to interact with. read more

We had a very disappointing experience with Groome Transportation today. My friend called to change her shuttle to an earlier time, and I was listening in to help since English is not her first language. The agent we spoke with was EXTREMELY rude and dismissive. When my friend asked about switching to a 4:30 PM shuttle, the agent responded in a snide tone that "we don't have a time at 4:30p," without offering any alternatives or trying to assist. The situation escalated to the point where I stepped in to address the agent's attitude, and she HUNG UP the phone on us. I called back to report the issue, but the experience was already very upsetting. The tone and treatment we received felt disrespectful, unprofessional, and quite frankly discriminatory especially toward someone who was simply trying to communicate clearly in a second language. No customer should be treated this way. We will see if her timing gets updated as no confirmation was given to her. Do better Groome! read more

The shuttles 3/3 times now have not been on time. This last ride, the driver let two people on who cut in front of everyone waiting to get on the shuttle and who were to be on later shuttles, get on before everyone else. The service just doesn't meet expectations compared to the other shuttle in town. This one does have more shuttle times throughout the day but that's the only perk. read more

The WORST customer service experience I've ever had. Don't expect to get any help if your flight is delayed and it's past business hours. My husband barely missed his scheduled shuttle at 10:25p from MSP Terminal 2 to Rochester due to a delayed flight; he spoke on the phone to the original driver (Steve) who assured him a shuttle would be there at 11:25p to pick him up. He waited 2.5 HOURS - no one showed up for the 11:25p shuttle, and no one showed up for the 12:25a shuttle. Multiple attempts were made to find ANY contact information beyond the Rochester office, which apparently closes at 10p. He spoke to other Groome drivers on routes to St. Cloud and Eau Claire who only said to wait for his scheduled shuttle, offered no other help. It is insane to me that a business can continue to operate and not have any feasible way to contact a human being when issues arise. So disappointing. Will be requesting a refund for his shuttle cost and the Uber he inevitably had to take when 1am rolled around and he remained stranded at the airport. read more

Extremely bad behavior by the office staff: Hi, I am a regular customer of Groom transport, and mostly use the shuttle between Rochester to Minneapolis airport. I had good experience with the shuttle service as well as the staffs behaviors so far. Last week July 10th, at 5:20pm I called the Rochester groom transport office (507-280-9270) and asked for scheduling a shuttle from Quarry Ridge Apartment to Msp terminal 1 for July 12. One lady picked up the call and told me that the shuttle only picks up from the transport office. However, as I mentioned before that I took the shuttle multiple times, I was pretty sure that they have a pick up place at Quarry Ridge Apartment. I must say that the lady behaved very badly from the beginning, was not even willing to listen about my request. And then she harshly denied to book the shuttle for me, and disconnected the phone. This behavior was highly unprofessional and very disappointing. I take groom transport in a regular basis for my work trips. It is not like that groom is the only shuttle here, however I prefer groom because I am using this shuttle since 2017, recommending all my friends and family. However, I will think twice after this experience. I will share my experience in the social media platforms, just to make sure someone else does not get this kind of behavior in future. read more

HORRIBLE SERVICE!!!! I had booked a shuttle and needed to change the date. I clicked on "manage reservation." The link didn't work. I went to the website, put in my reservation number and there was a box that said, "additional information." I called and asked the lady, what additional information do I need? She said, "I don't know!" I told her to cancel it, so she did. I booked another trip, only to find out, they didn't refund it, they gave me a credit. Why did "I don't know" lady tell me that and help me re book it?? So I paid for another trip, only to find out, after I called to confirm, they won't let my SERVICE animal on!!!!!! So I have now "donated" $250 to Groom transportation. This must be how they stay in business. STEALING from people. DO NOT USE THIS SERVICE!!!!!!!! They can't even help you with their own website. read more

I appreciate Rene responding to my post regarding issues canceling a reservation with Groome. I think their no refund cancellation policy (under any circumstances) should be a very visible posting. My heads-up was to alert people to read every word and know that under no circumstance will you get a refund even with a 60 day advance cancellation or due to a debilitating medical condition. Also, the statement that they (Groome) are nationwide and therefor a credit is always useable.. not true. Groome has no service in the state where I reside, nor in States where my family reside. Shirley N read more

I highly recommend this shuttle service. We used the shuttle from Minneapolis to Rochester. 87 miles by car. Bob was our driver. He was a super friendly and down to earth driver. He got us to our destination in a safe and timely manor. There rates are reasonable and the service good. I will use this service in the future. read more

I do not recommend using this service AT ALL. In my most recent experience with them they were rude, unhelpful, and so dismissive. A customer, and one that has used there service often, should never be treated like this. Here is my story: I had booked a shuttle for Tuesday January 26th at 3:30 pm (since I was off of work at 3), I got a call from an employee from Groome at around 2:50 pm saying that the shuttle is picking me up now, the time of 3:30 pm was wrong, and I needed to be ready for pick-up now. I told the man who called me that that could not be right because my email AND the time I selected said I was scheduled for pick-up at 3:30 pm. He told me "no, that time is wrong we need to get you now." I reiterated that my email says 3:30 pm and that is the time I can and should be picked-up and he told me "We called you multiple times to let you know and you never answered." I told the man I am at work I can't answer my phone and I didn't think they would just change my shuttle-time last minute without ever even getting a consent from me because I never spoke to anyone they just left voicemails that I never saw because I was working. I asked the man if I could re-schedule a shuttle ride for a later time like 4:30 and he said "No, we are full, can you just meet the driver at the St. Mary's emergency room?" I told him no I can't do that, I live on the other side of town!!! I was so upset and hurt and what did he do: HE HUNG-UP ON ME. After he hung-up on me, I called back and he answered and said "Is this Adelie?" I told him yes and asked why he hung-up on me and he said, "We got disconnected." (which I knew was a lie and that he just hung up on me). I told him this: Me: "No you hung up on me, I need your first name" Employee: "How can I help you?" Me: "No, I need you to tell me your first name" Employee: "Ma'am how can I help you?" Me: "You hung-up on me, I need to know your first name" Employee: "Good-bye" The man hung-up on me again and I called multiple times after that and for some odd reason I kept getting the recording over and over and over again. I couldn't get through to anyone, I just got the recording each time. I knew that this employee was ignoring all my calls. So I never spoke to anyone after that since I wasn't able to get through. Not only did I never get on the shuttle, he never tried to help-me find another ride for later that day, and THEN he hung-up and ignored all my calls after that. I have never been treating this poorly before form a business EVER. This experience took place in the Rochester location, January 26th, and the male I spoke to was working around 2:50 pm. I still would like to know the name of the man who treated me just so terribly. In addition, I was not able to even speak to anyone myself about a refund so I still do not have my money back. Will try later to see if someone will answer my phone call form this service. Long story short, will never use this service again. read more

Groome Transportation - Here is the email sent to be from groome that says my shuttle time is for 3:30 pm. - Airport Shuttles Near Me - Rochester, Minnesota

I would like to say if it is necessary, never take the shuttle by this company. I will describe how bad the experience I had today, and I swear to god everything I said is real. I booked a ticket from Amtrak train first, from Winona to MN airport, and the ticket showed the time to leave was 2:00 PM. The weather was so cold so I arrived there only 5 mins early at 1:55 PM. I didn't see the shuttle and from the ticket it showed it was run by Groome. I called the Groome service from 2:00 PM, no one answered the phone until 2:08 PM. I asked I didn't see the shuttle and the staff she said it's left at 1:50 PM as scheduled. I explained it to her that it my ticket showed it would depart at 2:00 PM, and she was mad at me with no patience and hang out the phone right away. I did need to go Minneapolis tonight, so I just booked another one from their official website, and the bus scheduled as 5:50 PM. I got out the Kryzsko Commons about 5:37 PM, addressed as 250 W 10th St, where there are two parking lots. I walked around between the two parking lots since it didn't show the exact spot to wait. I waited there for about 40 mins in a really cold weather, but no shuttles showed up, no one contacted me, and the service didn't pick up the phone. I called them for about one hour, and there's only once that I got connected and they hang out the phone right away. Also, there is no way you can get refunded online, and I guess it's the only way since they will never pick up your phone. read more

Called Saturday to find out about a refund and there's no manager on duty to authorize the refund. It'd bad enough I had to pay over 50.00 to Uber to get half way home so neighbor didn't have to go all the way to airport. Thier expectations that customers are willing to sit in an airport with no food or drink or entertainment for 4hrs shows this company really does not care about its customers. Rochester direct at least has shuttles over night.!!! read more

I was dreadfully disappointed in Groome Rochester this Saturday. I had booked a shuttle to take me up to MSP airport at 8:10 am Saturday. I was there 30 minutes early (they recommend 15) minutes. Around 8:20 am, no one had arrived so I called and was told they "forgot" to pick me up (I had an email confirmation the day before so I know I was in their system). There was no manager to talk to, the only thing they were willing to do was put me on the 9:10 shuttle which would have gotten me to the airport too late. They didn't take care of their customer AT ALL! I have yet to be refunded the fare (they said they would do that). I have called twice now and asked to talk to a manager and they have yet to call me back. I will NEVER use Groome again and recommend others not to. read more

I booked my kid on the 7:25am shuttle to the airport through Groome Transportation for today. Her flight was at 10 and Groome's website recommended this particular time. It said she would be to the terminal around 8:30. We showed up 15 min early to Zumbrota Kwik Trip (pick up spot) like they said. 7:25 rolled by, 10 minutes late rolled by - After they were 20 minutes late I called the office to make sure they were even coming. I was told "sorry, we are behind today". I asked why they didn't call to let us know if they knew this was happening - "sorry I'm the only one in the office and the phones are busy". People are trying to catch flights so don't you think you should take care of your paid up, scheduled customers FIRST? keep us informed?? It finally showed at 8:10. The shuttle was 45 minutes late. The driver provided NO explanation or apology for anything. Thankfully my daughter made it in time for her flight but another woman on the shuttle did not. Rotten service all around. Do not recommend. read more

Unhelpful, extremely rude agent unable to resolve their problem with credit card. Have used their service in past. This time, they were unable to process credit card payment, stating declined for fraud alert. Tried in person and on line using two valid credit cards. Bank confirmed no fraud alerts with either card, stating charges were declined for "address error." Agent stated that other customers had told her the same thing but insisted there was no problem on her (the company's) end. Decided to go with alternative company, Rochester Shuttle Service, able to book reservations using the same "declined" credit card with no problem whatsoever. Same fare, more convenient times. Shall never again use Groome. read more

Very good service and friendly drivers. The shuttle was never late - always 5-10 minutes early for the pick up. I highly recommend them.

BEWARE NOT RELIABLE : most 1 Star reviews are from the last few months. I have been a frequent customer of GROOME for the last several years. Between family visiting several times a year and business travel I have had many reservations made with this company. The last 6 months or so, service has been unreliable. From being picked up late at the airport to drivers completely not picking up at all because "they forgot" or they left earlier then their scheduled departure. And today, their driver didnt want to take the 4pm drive despite an employee saying there was plenty of room and just pay 20 mins prior at our office. All of the inconviences have been met with defensiveness and poor customer service by an employee named Paul at the front desk. Today Paul said, that his co-workers in the back who gave me this information were "not the brightest." And said his 4pm shuttle wasn't coming to pick up anymore. He also said that he can refuse me service unless I was more cooperative when I asked him to try to call his driver. I would encourage anyone with shared experiences to contact Andy Duran during normal business hours to voice your complaints about this employee. Thank goodness they are not the only shuttle service. I am currently on a Rochester Shuttle Services vehicle to MSP. read more

BUYER BEWARE! Their "refund" policy is a ripoff. Instead of getting your money back they offer a voucher to use within a year. I had a reservation I had to cancel in Aug 2021 because my travel plans changed, and I wasn't able to travel within a year so I basically lost all my money. But in return, they have lost my business. I typically travel to/from Msp and Rochester 1-2x a year. I now use Rochester Shuttle Service who will give you a full refund if you cancel with notice. So now I can book with peace of mind, and not worry about losing my money if my travel plans change!! I will never again use Groome Transportation. read more

GREAT SERVICE! I would give 4.5 stars because the guy on the phone was very pushy and did not give me any time to ask my questions. He hung up super quick Drivers were on time and perfect. Phoenix to prescott and prescott to phx. I sent an email to the corporate office too. read more

I attempted to book this shuttle service and encountered a very rude employee who took the call. She was rude and hung up on me in the middle of me asking a question. I was professional in my demeanor. I called back and she yelled at me "look lady I am only a dispatch it's not my job to help you - go online." I was taken back and decided to book with Rochester Shuttle Service. They have a shuttle that goes from Minneapolis Airport to Rochester also that runs on the hour and the schedule is more flexible. Price is the same and more importantly the agent who answered the phone was thoughtful, helpful, kind and had great customer service. I would steer clear of Groome Transportation - why give a company your money that employs rude unhelpful employees. read more

The shuttle was on time and the trip was efficient. The shuttle was clean and comfortable. The driver was friendly, greeted me by name, and was very helpful. If given the opportunity, I would definitely use this service again. read more

Great alternative to getting from Rochester to MSP airport, and back. Booked a RT Rochester to MSP airport, super early departure from the main office on Civic Center Drive. Pros: -$19 OW or $38 RT transportation to the airport -Website is informative: it has the schedule which is the most important part so you can plan accordingly. -Pocket size schedule card is also available, grab one if you need it. -Easy to find counter at MSP airport: collect your baggage and follow the signs, you'll need to use elevators/stairs/escalators. -Departure was a little late, but we made up time on the road and got to the airport with enough time to clear security and get to the gate without rushing. -Plenty of seats in the van for people and with space for luggage in the back. Don't forget to buckle your seat belts! -Office has Wifi, a vending machine, plenty of chairs, and restrooms if you need to wait for a ride or waiting for someone to arrive. Very important for those traveling during the cold months, early mornings, or late evenings. -Per the agent, they said that parking (while you're away) is in the plans for the future. Cross your fingers! -Vans have Wifi, just ask the driver for password if s/he forget to tell you once you board. -Office is open 24/7 to accommodate departures and arrivals -Agent was very pleasant and informative during my inquiries via phone and in person. -Discounts for Mayo employees Cons: -Online booking feature needs work: I had to make my reservation in person since it didn't give me the option of the main office as the pick-up/drop-off point. -Seats are not the most comfortable, it can get bouncy during the ride. Some may find the seats a bit small and tight. -Careful when you drive in during drop-offs or pick-ups, there are some major potholes in the office parking lot. read more

Shuttle was 15 min late. Did not have any info prior to purchasing a ticket that have increased to $44 for one way, about requiring a mask. Would have found other transportation. read more

I always request the front passenger seat due to frequent car sickness in the back. I got to the hotel and the driver Lonnie knew I needed and requested the front seat--all is good until we make a stop in Zumbrota and a "manager" named Christie says she needs the front seat as she is evaluating the trip. Well sorry- I'm a paying passenger and was not about to give up my seat for anything close to her reasoning. Very poor on the part of a so called manager who shows up for work with wet hair and wants my seat, handicapped person YES, her no way! Usually a good trip with them but this was uncalled for. read more

They provide refunds, customer service is hard to connect to and hung up on me when they finally answered when I tried to cancel a ride to use for another time read more

Buyer beware. We had a one-time family event coming into Rochester Minn. so my brother booked transportation with Groome from Rochester back to Minneapolis airport. The next day his plans changed completely but no refund whatsoever from Groome. $52.80 down the drain. And this was still more than a week out from the reservation. You can rebook the reservation any time over the next year but this was a one-time trip. read more

I cannot say enough about this service. I have been using Groome Transportation for many years. They are always on time and their drivers are exceptional with customer service. In particular I recently had a circumstance where my travel documents were left on the shuttle. You can well imagine my worry but the driver, Dan Ihrke was able to retrieve my documents and personally meet up with me to hand deliver them to me. I will forever be grateful as I am a permanent resident of Canada and would not have been let back into the country without proper documentation. Thank you Dan for going above and beyond!! Sincerely, Chastity Regier read more

Do not book with Groome transportation unless you want to risk being stranded at the airport in the middle of the night. There was a man who came to the groome desk for 5 min and refused to check me in, saying that my driver will check me in when he comes. The driver never showed up despite waiting for an hour after he was scheduled to pick me up, so I had to take $100 Lyft home. There was no one to call and no way to contact groome transportations after hours. I called groome the next day about this, but h the the manager refused to talk to me about the situation. I called a few more times over the next month, but again the manager refused to talk to me. Don't waste your money on a company that does not care about their customers. read more

I've heard great things about this service. I've gotten lots of recommendations from friends and read many reviews online. Unfortunately, when I called in to book my first ride, I was on the receiving end of a highly hostile attitude, unapologetic man with a rude tone of voice and impatient customer service skills. I was only on the phone with him for all of 2 mins and 58 secs! That's how snappy it took for him to be unkind! I travel very frequently on my own and with groups of 10-15 yearly and we were looking for a great service to be able to work with. This ONE bad experience over the phone has turned me off 100% from using this company. Coming from someone whose career is to TEACH client service skills, I was NOT impressed by this verbally abusive man who claimed he was the MANAGER! That shocked me even more! I wonder, is he teaching these poor service skills to his employees? I can't imagine with keeping a man with skills like that, this company will thrive for years on end. I truly hope that this man finds it in his heart to talk to others the way humans should speak to other human beings. Or that this company releases themselves of toxic people in order to continue on strong. I'm sure that this ONE person is NOT a representation of this company's values, but unfortunately, I cannot support a service where I was spoken to with such harsh intentions. read more

I typically have had good experiences with this shuttle service, and I would have given them 4.5 stars, but I had a bad encounter with the shuttle service today. I arrived about five minutes before my 03:15 am pickup at their headquarters and waited for the shuttle. I saw no one there, and then I walked outside and again saw no parked car or person. I loitered in the entryway of the hotel, and the hotel staff saw me on the camera and asked if I wanted to wait in the lobby because it was cold and all I had was a light fleece (was going somewhere warm with only a carry-on). I told them that I am waiting for my shuttle, and the staff said that they will come inside for me and that no one had come by yet to pick anyone up. Ten minutes after my pickup time, still no one showed up so I called the office. They then told me that I was not on the reservation list, despite me purchasing my ticket in advance in person at their headquarters, so they said to hold on. They then said I was a no show. Seriously? I came on time, and when I called, they said they didn't see my name on the list, possibly suggesting their poor documentation. The worst part is that this woman on the phone did not apologize and was rude to me. She told me to wait for the next shuttle 45 minutes after my scheduled appointment. Needless to say, if I had made my reservation close to my departure time, I would have been in big trouble. Plan ahead if you want to use this service. Give yourself an hour buffer time. I would have given this company 0-1 star based on this incident, but I gave them 3 stars because I have met some nice drivers who make up for this woman's rude behavior, for the poor documentation of my reservation, and for lack of any compensation for 45 minutes of wasted time. The service is not what it used to be! Update: I got picked up at 3:45 (early) at Holiday Inn Rochester. We made it out of the city at 4:50 am after picking up everyone else. Got to the airport at 6 am after speeding (thankful to the driver). Made it at the end of the longest tsa check-in because it is Thanksgiving. The worst part is that I left early at 3 AM and still encountered this hassle. Downgrading this service to a 2 star review because I am nearly missing my flight. I am lucky that I checked in on my cell phone and did not require any luggage to be checked in. read more

Exceptional experience. I was flying out Christmas day and was able to ride with them on Xmas Eve. Scheduled for 7 pm shuttle and arrived at minneapolis airport at 8:25 pm. Smooth driving and exceptional customer service. Thank you guys and thank you to the driver who made it possible for me to spend Christmas with my family. read more

I appreciated the customer service this business presented friendly and the driver was awesome. Dope business!!!! 2 thumbs up. And they go above and beyond to accommodate their customers. Definitely giving them five stars. read more

Okay so I am going to make my honest opinion about this company. I use to use Rochester Shuttle because they are so nice and very reliable and then because this company made theirs half price I started using them. Final suggestion - do not use them if you can help it! They are NOT RELIABLE! In the same booking my pick up location was wrong and the time of pick up was wrong! How can someone make that much mistake! I called them and I was very angry and maybe used some inappropriate words but instead of the representative helping me to solve my frustrations about their service he threatened me that he would barred me of using their service if I continue to be angry! What kind of customer service is that? They honestly do not care. So I called Rochester shuttle service and guess what? They will match competitors fare if you mention it to them!!! Yes to ROCHESTER SHUTTLE! Thank you! read more

Prompt service. Required masks. Passengers spaced for social distancing. Felt like they were doing everything in their power to make the trip covid-19 safe read more

I had the privilege of riding with Henry from Microtel North in Rochester to my house, which wasn't a far drive. He was very friendly and raved about how much he loved his job because he gets to meet new people everyday. It was also very nice to not have to drive all the way home after a long day of traveling. read more

Never again! Pick up time was 2:10. Called 3 times because shuttle hadn't shown up. No phone call from company saying they were running late. 3rd call to them. 2:35 was told "old people take longer and we give ourselves wiggle room to be late. It will be another 5 or 10 min. This was the 3rd time they said just 5 to 10 more min. Now on my way in my personal car. 40 min after my pick up time. Not sure when they would have shown up. read more

Do NOT NOT NOT EVER EVER USE GROOME OR GO ROCHESTER VAN TO MSP. A truly dumb employee placed us on a van that left too late causing us to miss a flight and forcing us to wait at the less than well designed for an additional 5 hours. Whenever she flies may she miss ALL her connections. read more

Not reliable! I used them once to take a shuttle from Rochester to Minneapolis airport and it went great, but then my second experience was quite the opposite. I took a Amtrak for Montana to Saint Paul union depot, my train was 20 minutes early and I arrived at the pick up spot 15 minutes early but with no sign of the bus. After 15 minutes went by, then 30 minutes, I attempted to call Groome several times with no answer. Finally someone picked up. She contacted the driver and had relayed to me that he was gone and had already left. When I expressed my frustration and confusion she replied " it's my day off and I came in to help out so I don't know what's going on." There was a blatant lack of concern in her voice and she provided no solution to the problem. So I was stranded at the bus depot, and was expected to have to wait five hours for the next shuttle, which was unacceptable for my situation. After fighting for a refund of my money for the bus ride, I was forced to spend $120 on an Uber. Nobody called, nobody emailed, no communication was provided to me to let me know that the bus driver had decided to leave 25 minutes before my pick up time (for some unknown reason). I will not use them again and I would recommend that you do not use them. According to the Amtrak worker they have done this several times. There is a shocking lack of communication and poor professionalism with Groome. If you have an important appointment or a time sensitive appointment DO NOT use Groome. read more

Wow, not good. Fellow MN peeps, DO NOT take these guys. I was hopeful because I have taken the company when it was the Go Rochester Direct. This is NOT the same company. The driver was rude and short with me. The guy that made my reservation asked if I was a girl or a boy? Creeped me out. On top of all that, they changed my shuttle time without notifying me! I showed up and waited for over 45 minutes to find out they moved my time sooner and I "missed" the shuttle. Will never take this again. read more

I booked a ride for 3/14/19 for my son and myself from St. Mary's Hospital to MSP three days in advance. I did this in person at their office and paid with my debit card. I was given a printed receipt with a confirmation number on it. On the day of our flight the van arrived at the pickup point exactly on time at 3:40am. But almost immediately after boarding, the shuttle driver insisted on taking us to their office instead of the airport. At the office I was told we would not be allowed on that shuttle as it had been overbooked! What? We got kicked off, yet three guys sitting in the office there immediately got into the van and it drove off! Groome told me they had called and left a voicemail, but if they did, I never received it. I was told we could get the next shuttle at 5:40am but there was no way we could make our 7:55am flight at that time. I called my husband at home and had to drag him out at that hour to drive us 80 miles to Minneapolis. We arrived at the #2 terminal at 6:45 with just 70 minutes until our flight left. Fortunately, I had checked in online earlier that night, but after the insanely long line at security we just barely made the flight. I demanded that my money be refunded by Groome and it was redeposited to my account 6 days later. If I ever need a shuttle ride to MSP in the future it will be with the other company in Rochester. Oh, by the way, I received the voicemail from Groome about being overbooked while I was at our departure gate just a couple minutes prior to boarding our plane. Hmmm. read more