It is now over an hour after my reserved pickup at the airport. No agent on site. I checked in 50 minutes ago and when I finally called them about 30 minutes in they said I was going to be assigned to a driver. Not impressed to say least. Their drivers have been good. So giving the company 2 stars. They will get you to the airport but they don't give a darn about getting you home. I just got on a van. Finally. They have lost a repeat customer. read more

I used Shuttle Express to go from the Seattle airport to Pier 91 to catch a cruise, then again on the return trip to the airport when we got off the cruise. When I made my reservation I was concerned about the timing for catching the shuttle because of the flight, the traffic, cruise ship, etc. I was told by the reservation agent that it would not be a problem because if I did not make the reserved time for the shuttle there would be more shuttles about every half hour. When we arrived at the airport we waited over 1 hour to get a shuttle and had to wait in the busy, noisy, parking garage. We watched as hundreds of other travelers arrived after us and boarded their rides, mostly with other companies. On our return from the cruise we were told that a vehicle had just left and we would have to wait for the next one. We waited an hour and a half, standing outside in chilly windy weather, with no place to sit. I will never use this company again. read more

I would not recommend this company for anyone looking for an affordable and reliable shuttle service. They got lost on the way to the venue and were AN HOUR LATE! Even though they told us ahead time that they visit the venue all the time and are familiar with the area. We even supplied the driver with a google maps drop pin and he still was unable to locate us. The late arrival unfortunately caused most of our guests to find other rides. It was also extremely hard to confirm payment and they called me three separate times asking me for my credit card number, and when confronted about this, they informed me they lost the paperwork. read more

In my experience, they arrive on time, help with your bags and are very polite. Costs roughly the same as a taxi, without any of the things that suck about taxis. What's not to like? read more

Left us stranded. I used the website to book my confirmation. I called in after booking, because when it asked for flight time it was not accounting for the east coast being three hours later. The website was showing a 7:30 pm arrival. At this point I spoke to someone letting them know this was my first time taking a town car with them. I informed her that the flight time was not giving the correct arrival time so I just entered the time I was arriving instead of the flight time. I told her I was traveling with a stroller, car seat, and each of us had checked bags. She assured me all was fine and that a car seat and stroller was not an issue. On the first leg to the airport, we had an SUV and a wonderful driver. She was courteous, helped us with our bags etc. On the second leg instead of a town car we were met with a Chrysler 300. As we arrived at the car the driver put one of the back seats down to put the luggage in. I asked where my car seat would go as there were only 2 seats in the back? He suggested we try to fit two adults in the front along with the driver. I told him no. I asked why they sent such a small car when I went over my needs on the phone. He remarked he didn't know and that he waited for two hours for us to arrive and that they should have sent an SUV. He also told me I need to pay the difference. This means my original call to Shuttle Express to change the arrival time was ignored as our flight arrived at 9:30pm along with all the other items I went over. I told them I would take another car. They told me I would still be charged even though they could not fit us and they sent a smaller car. After I got a ride from another company I was referring to the size of the car and realized I did not get the town car I had paid for with my reservation. My conversation with customer service was heated as they said I would still have to pay because they had a driver waiting After arriving home I looked at my reservation called back explained to them I did not get a town car, I got a smaller car. Lena the same rep who was not helpful before, informed me she spoke to operations and I would be refunded the second leg since they sent the wrong car. The problem is the damage was already done by this point. By making my mother, my 16 month old and myself stand around waiting for another driver and telling me I had to pay the difference they had already upset me. Combining that with the fact they sent the wrong size car, and the unprofessional attitude of the dispatch made it certain I won't use Shuttle a Express again. read more

If I could give them a lower rating I would. We reserved this service for 10 people a private van, from airport (waited 30min.) to hotel then 2 days later hotel to cruise, scheduled pickup @ 11:20am was in lobby by 11:am waited till 1140am and tried calling service was on hold 25min, was told on its way! Waited till 12:20 and called another service not a great way to start! We had another van scheduled to pick us up at after cruise at 1:30 Was so mad about the hotel no show canceled them..not happy very poor service and they take forever to answer the phone! Run run fast from them. read more

My wife booked a reservation to get us to the airport after a cruise. The email confirmation from the company said pick up at 8:30am. It is now 9:07 and we just got in a cab as Shuttle Express said we were listed on one of their computer screens, but not the other. The man operating the computer at the info desk did not know how to get to the "other" screen where we were listed so he had to call a supervisor and then dispatch. After asking for updates on our status 3 times, we were told "we are waiting for dispatch to call us back." While we waited for 37 minutes past our pick up time, approximately 20 other people/families were boarded into minivans and driven to their destinations. One of the large vans pulled into space, sat for 20 minutes and then came and asked the computer operator where his riders were because he had a pick up at the Seahawks training camp and could not wait. This, an empty bus pulled out with no passengers after sitting in the parking line for 20 minutes. Rather than continue to wait and possibly miss our flight, we got a cab ($40 flat fee to airport) and will be demanding the $52 refund from Shuttle Express. If you are going from a cruise ship to the airport take a cab or Uber. Cheaper and much more reliable!!!!! read more

Very disappointing. Driver was late, did not know the route to the destination

They arrived early to pick us up, were courteous,and got us to our destination on time. What else could you ask for?

Online booking is horrible, all my past account information has been deleted, I normally order town car, but It keeps asking for a shuttle pick-up thats 4 hour window. Also their 5-10% discount from e-mail is non-existed. Drivers are bad, one driver spend 15 mins looking for my apartment, he drove up and down street. My landlord had a apartment sign. I also gave specific instructions to my apartment. Lights on standing outside in the rain. At the airport no one (driver) was there 30 min.I had to drag my luggage to transportation concourse to dispatcher. I am a fair person so AM driver I tip 50% less, Airport driver, he admitted fault and refused gratuity. Dec-14/ Dec 20. read more

Take a taxi!! Reserved Shuttle Express from Pier 91 in Seattle to SeaTac airport and they never showed up. On-site rep at the pier said 15 minutes late, then half an hour, then 50 minutes, and when it reached an hour, I curtly told her to cancel and we'll take a taxi since we were cutting it close for our departure.. Taxi actually saved me $60 and was johnny on the spot. The worst part was I was on hold with their 800 number during my wait to expedite my pick-up the entire time, was number 9 in the queue, then they hung up on me after a half an hour. SO FRUSTRATING!!!! And to top it off, I had to call them 4 days later to secure my credit when I hadn't seen it on my on-line statement. No apologies, no follow-up, nothing!! Very poor customer service so I will be taking my business elsewhere. read more

Videos here https://youtu.be/rwGlNHghTs0 https://youtu.be/VJWgmfHdk1U https://youtu.be/ItjaLsM9AU8 On Friday June 9th, my family and I (a group of 7) returned from our cruise vacation to Seattle. We booked a hotel transfer from your organization many weeks in advance and were dismayed to find that we would wait upwards of 2 hours past our reservation time to travel the 3 miles to our hotel. Several groups of people waited over 90 minutes for their shuttle through your company. And During this time you had two individuals who were in charge of organizing the placement of groups on shuttles and many groups were placed ahead of us. My mother in law asked for clarification many times and was rebuffed each time. When I stood up to ask about the clarification the man who was dispatching asking me if our group was 2 people (after looking it up on the screen). I said, no it was 7, and he deleted the number and typed in 7. I asked if he thought we were a group of 2 for the past 90 minutes and if that was why we were being bumped over and over again, and he said, "oh no.... it was just hard to read the screen" I called him out on watching him change the number and he said he would put us on the next shuttle and never acknowledged his mistake. The "next shuttle" meant that three different shuttles and other groups would be placed before us so they could continue on to their destination. This was an abysmal system of assigning passengers. I recorded several aspects of this entire endeavor and the entire port leaving was clear before the shuttle EXPRESS passengers were finally boarding their shuttles. Others missed their car rental appointments because of your slow and disorganized service. My mother who uses wheelchair assistance and a cane was left standing for over an hour because we were told repeatedly that it would be soon. Soon didn't come for two hours. We were strung along by your staff. She finally got a seat when some kind people gave up theirs. read more

My experience with Shuttle Express is as a long distance shuttle for a group. We hired a van to take a group of 5 of us to Mt. Rainier for a 10 day backpacking trip. We didn't want to rent a car just to have it sit for that long. Our experience was fantastic. Our driver was extremely competent and good humored. The shuttle arrived on time and took us all the way into the park. Our hiking trip was cut short by 3 days when a bridge was out and a river flooded. After one call from the park ranger to Shuttle Express, our pickup was arranged for a day earlier than planned in a completely different part of the park. We didn't have cell service to confirm the pick-up, so we waited in anticipation as the hour ticked by. We knew the roads getting into the park were tricky, so we were happy the shuttle was only a half hour later than anticipated. We were excited to see that it was the same driver who had taken us out to the park. He was an extremely careful driver who made a trip over tricky roads comfortable for our group. We found Shuttle Express to be reliable, clean, flexible and all around a great addition to our vacation. read more

Do not expect good service. Checked in and they were very vague on what to expect. Waited for over an hour to get on a shuttle. After repeatedly going up to the desk to ask why the wait with little response, there was still no answer as to why we had to wait for so long. Advice- do not take this shuttle especially if you are in a time crunch. read more

I do not recommend Shuttle Express! My family and I waited over two hours to be picked up at pier 91 and to be taken to SEA Airport. For two hours we watched as bus after bus would leave with empty seats and the dispatch did nothing to correct the problem. USE ANOTHER SERVICE!! read more

A bus full going to the cruise terminal, the driver was going to take us to the airport! When he checked with dispatch and found out he was going to the pier he got all anxious and did not even drop us off where the buses were supposed to be dropping people off. After the cruise a bunch of people were waiting for express. You would tink that since they know when the ship is due in and they have hundreds of reservations they would just be ready and waiting. But no, we all had to wait and they filled one van at a time. They did not separate people going to the airport and people going to hotels. One group going to the airport got split up. I will never use this service again. read more

Been using Shuttle Express for years. Pickup from home to airport is on time and drivers are courteous. Leaving the airport has gone way down in service. I used to be on a van within 20 minutes of checking in at Seatac. Now, waiting up to an hour isn't unusual, no matter if it's night (~10PM) or mid afternoon (~1:30). My last trip, the driver missed probably 3 different turns, so we had to backtrack because he was too busy chatting with passengers. I don't know why we didn't take the toll lanes between Bellevue & Bothell, those were open and flowing while we were in the regular lanes. He blew past a red light on an onramp to 405 (we were NOT in the HOV lane)! Again, he was chattering away. It's OK if the driver wants to talk but maybe he should pay attention to traffic rules. Like stopping at a red light?? They're cheaper than Uber to south Snohomish county but they are going to have to step up their game if they want to compete. read more

DO NOT use Shuttle Express Seattle! They are not an honest organisation! I was upsold to a private trip when I asked about a child safety seat for an infant. The driver showed up at the airport without the seat and claimed they have never offered this amenity! My daughter and 10 month old grandbaby had to wait at the airport for her husband to travel to get the rental car downtown and back to SEA. Their flight was at 530 AM out of AUS. Traveling with a baby is hard enough but when you can trust the transportation company hired for transport, it's a nightmare! When I called them I was told that she should just hold the baby in her lap - which is not only a very dangerous risk but also against the law!! When I asked for a manager I was informed that they were all in meetings and that I needed to email my complaint. I did email and got a totally unrelated response about rental car facilities! I emailed again and no response. Emailed a 3rd time and decided that maybe they would "hear" it through Yelp. Let's hope so! I would hate for them to advise anyone else to hold a baby while in a moving vehicle in Seattle! Unacceptable! How do organizations like this stay in business? read more

Driver was SENILE! Had NO idea where he was going. Wouldn't plug any addresses in his Garmin (that he kept saying he had). Everyone had to give him turn by turn directions. That's just the beginning. He dropped a family of four off before us. unbeknownst to us he GAVE one of our bags to the family. Since this occur, Saturday July 26th, 2014, Shuttle Express has done NOTHING! They are not trying to help us in any way. Have been SO rude when calling. I am at a loss. What do you do when you load your own bag and the shuttle driver gives it away? I don't even know if the other family has called to report it cause Shuttle Express is NOT handling it AT ALL. SO frustrated and at a loss. They have us backed into a corner with our stuff and police can't help. I feel like this is stealing and they are not even acknowledging anything has happened. NEVER use Shuttle Express unless you are willing to have your stuff taken and not given back. This is awful and I would hate for anyone to go through what we are experiencing now. read more

I mid December, I called a book an Private SUV ride from Sea Tac airport to Tacoma. The purpose of my trip was for my wife and two children to surprise my aged parents on Christmas Eve for dinner. I was quoted $125 for the service and I booked. They immediately charged by credit card. I received an email confirmation for this service on 12-22-16. Knowing that traveling during the holiday can be difficult, I was happy to find upon arrival at our departure airport that the flight was on time for departure and arrival in Seattle. This was very important to us since my father has Parkinson's, live in a facility, and cannot stay out for long periods of time! The entire point of flying up was to share a Christmas eve meal with our family. Just before boarding the plane, I call Shuttle Express again to confirm our arrival and meeting place at SeaTac airport. It was again confirmed and I was told to meet in the baggage claim area where they would have a person with a sign with my name on it who would get us to our private SUV. We arrive on time in Seattle, grabbed our carry-ons and headed to baggage claim. I searched for 10 minutes looking for the Shuttle Express representative to no avail. I then called them, was placed on hold for almost 20 minutes only to be told that there was not car available for us!?!?!? I told them that was unacceptable and was placed on hold again. After several minutes I was told to walk to the Shuttle Express are of the garage across from the terminal where a vehicle would be waiting for us. We did and I approached the "desk". Of course, the associate working there had no idea what I was talking about. She got on the phone and about 10 mins later told me a "van" was coming for us. We waited again when an old, dirty van pulled up. I asked the driver if he was our ride? He said yes, but that he need to "go to the bathroom" before we could leave! We loaded our own suitcases into the van and waited again. Needless to say we arrived very late to our family gathering, and my mother had to leave before we finished dinner to return my Dad to the home because it was so late. Shuttle Express only credited us $50 for our inconvenience, emphatically stating that they provided the service that I had booked...NO! They should have never accepted my booking and charged my credit card (at time of booking) if they could not provide the specific service I booked!!!! As a hotel manger, if we book a room and the guest arrives and we don't have room for them (overbooking) we would provide transportation to a different hotel AND pay for their nights lodging!!! read more

This is the poorest service I've ever received from any business! We called to confirm our Shuttle Express driver, scheduled to arrive at 9:30am, at or around 7:30 am on November 18. It had snowed that day, but cars were moving around. They told us, no problem, Shuttle Express vans have chained up their vehicles and could make it for sure. At 9:45, no one had yet arrived. We called Shuttle express and were on hold for 15 minutes. Finally, a human being informed us our "driver would not be coming." They offered no excuses and no compensation. Why didn't they call us in advance? We drove to the airport with no problems, but we missed our flight! What a lousy way to run a business. Then to top things off, they charged our credit card account. To date, we haven't gotten a credit yet!!!! What a rip off!!!! We ended up paying parking $120, missing our flight (we had to change to another destination, costing $102) and wasted 14 hours of our life. We're thinking of suing them or at least reporting them to the WA State agency that regulates such services. I would never, ever call Shuttle Express again. THEY STINK! read more

I have been using Shuttle Express about 2 times a year to get between the airport and home (northern east side) since 1998. I have had no issues, they have never been more than 15 minutes late and have never cancelled a service. Very professional and they have gone above and beyond to deal with my occasional luggage and other concerns. Their airport location and process has changed over the years and friends have had problems, but not me. I will continue to use even though there are many more affordable options now. read more

This company is a rip-off. If you schedule in advance you should get some priority in service but that is not the case with Shuttle express. You always have to get up 4 hours before your flight and pick up at least three to four stops of additional people before you even get on your way to the airport. Okay I understand a full load of people. I can deal with that. But rude drivers at 4:00 AM no I don't think so. But the worst is when you book for both directions when you are on your way home you would think that because you had pre-booked they would know you are coming and to have drivers ready to bring you home. Never in any of the trips (10+) have they ever had a van, car vehicle ready to take me or my party to go and you always have to wait in the 3rd floor of the parking garage in the cold (year around) for at least 45 minutes. People that walk up get faster service that those that have made reservations in advance. We are never going to use Shuttle express again. There are many other companies willing to take you for a lesser price. read more

with shuttle express, i'd say customer service is their best! i called tonight for a very last minute reservation for my flight out tomorrow morning at 4. but they didnt have time slots available to me. in the midst of trying to find a time slot for me to get to the airport on time, the agent, de-ann, was SO helpful! i mean she was courteous and helpful where she went out of her way to make sure i can get on one of their shuttles! i was patient enough to sit and wait for answers from their dispatch group and if routing is in favor of time slots allotted. since it did not work out, i had the best customer service there. de-ann gave me so many options trying to work with what she had and was empathetic where it was actually sincere... i hate talking to agents who can't even practice decent customer service. next time you call shuttle express, you ask for de-ann. she is their best agent there and will go out of her way to make sure that they can accommodate your needs!!!!! read more

I am writing this review after having what was quite possibly the worst customer service experience I have ever had, in any industry. I arrived in Seattle from Los Angeles this afternoon. I found the kiosk and checked in and was told to sit and wait for my name to be called. An hour and a half later, (with no explanation or apology for the extreme wait) my name was called...along with nine other people. We walked over to the van and it became clear that there was no possible way that we could fit along with the excess amount of luggage that the other passengers had. The driver insisted that everyone could fit and packed all the luggage into the trunk and the front seat, leaving ten full-sized adults to fit into the back of the van. There are not enough seat belts for ten adults and not even enough room on seats! One woman had to perch on the wheel well for the entirety of the ride. That's not safe and it's not the service I paid for. Once we were all packed into the van, the driver said, "OK, sit tight" and left us for ten minutes sitting on each others' laps. To make it much worse, the van smelled incredibly bad. It smelled like years' worth of body odor and urine. Unfortunately, I think much of the smell was coming from the driver himself. The stench was nauseating through our long ride. It was so bad that the woman next to me took perfume out of her purse and put some under her nose so she could smell that instead. I breathed through my sweatshirt in an attempt to purify some of the air and not vomit on my fellow passengers. This was not the Welcome to Seattle I needed today, and certainly not what I paid for. read more

We have had several negative experiences in the past year with Shuttle Express, the most recent of which was their failure to pick us up at the time they designated and confirmed via e mail. I had to finally call to get them here when the appointed pick up had exceeded the agreed upon time by 1/2 hour.The other two incidents were similar in nature but involved their failure to transport us from the airpot to home as agreed to in advance. I phoned to let them know about the problems each time and they provided a ho-hum (sorry Charlie) attitude. We will explore alternate forms of airport transportation in the future as this outfit has lost it's way in my opinion !! read more

I made a reservation for a pickup in downtown Seattle at 5:20 am. Got to the hotel early, and tried to take the 4:50 shuttle, but that never showed up. A Shuttle Express van sat on the corner, the driver asleep inside. I called the number three times and was told that I wouldn't be left behind, that a driver would come, but no one showed up. I paid $32 for a cab to the airport and was at least granted a refund on my shuttle ticket. A complete joke of service, wish I had taken the train. read more

I have used their services multiple times. I have always been happy with their service to and from the airport. I continue to use them because getting to the airport is a pain for my friends/family and they are always there. Their wait times at the airport have improved. I was also once upgraded to a town car when there was no one else going my way. read more

Once again I had to wait 1.5 hrs to get a Shuttle. This is longer than usual as normally wait around 30-45 minutes. Not sure what the issue is but I am not sure if I will take this service much longer. Drivers are nice. Service to the airport is pretty reliable. It is the trip back home you can't count on. read more

This company is terrible in their customer service is awful and rude. The drivers are cool, but the price point is like $5 below a taxi, and you can get to the airport whenever you like. I have used them for 5 yrs, and just found out because they mysteriously wanted to secure my reservation with a credit card. I hope with the new light rail they go out of business. read more

NOT RECOMMENDED! OK, I can cope with waiting for an hour to be seated after I have arrived to Seattle Tacoma, but these guys sent a cab an HOUR before I was assigned to my back trip to the airport! You can imagine my feelings, when the reception lady in my hotel said they were there an hour before, and I did not show, so they drove away! Keep in mind, I had to go TO the airport to catch a plane! When I was giving them a call sitting in the other taxi, it took about 8 minutes to reach a dispatcher! And they said "yeah, we are sorry, we have these problems occuring". Hey, you are the company focused on the shuttle to and from AIRPORT! This is a very specific task, I assume! Keep in mind also that my shuttle was PRE-PAID. It drives me to conclude these guys making money without providing proper service. The shuttle costs $26, and the taxi just for you is only $9 more. Think twice! Good luck with traveling for all! read more

Concept is good but needs better organization. I understand customer service trying to be personal and call your name but wouldn't it be easier to tell you the car number and call out the number? I can't believe not responding to a mispronunciation of your name has never happened before. read more

Shuttle Express varies a lot. Not bad to go to airport, but absolutely rotten for return trips. I always say "Never again," then I forget. I won't forget this time. Took longer for shuttle to arrive than my entire trip from Oakland. Drivers kept asking passengers for directions. For a few bucks more, I could have been home at least an hour earlier. Most of the drivers are nice and friendly, but the management is apparently poor. Take Link Rail during day and taxi at night. read more

My driver MELLEREE that works for Shuttle Express picked me up and was very unprofessional. She was texting while in traffic and driving erratically, yelling at traffic etc. Just an unpleasant experience. I will no use them again because of that. read more

Well, you can find other options more cost effective and more flexible than Shuttle Express. This was the mistake I made. You cannot cancel your reservation within 24 hours of the reserved service. However, if you use a cab, it can be a lot flexible of timing and maybe just a few more bucks for 2 people. As a typical shuttle service, it might stop at multiple places before it will take you to where you need to go, therefore, be prepared for more travel time. If you really do have to use shuttle express, I believe that you can book the service last minute so you still have flexibility to change your mind. read more

The way to get from the airport to home! Took the Shuttle Express Town Car Service from Sea-Tac to and from home. WOW! Drivers were professional, on time and very friendly. We were picked up at baggage claim and the driver had his car right outside. Bottled water was provided and the trip was quick and easy right to our door. Driver assisted with luggage. Return was just the same with the driver being right on time (4:30 A.M.) and the same type of service. Will do again! read more

i booked a reservation for my sister who was hospitalized and had had no money. she lived in spokane. these people are incompetent and lack professionalism. they phone my sister and said they were on there way. then call me 45 min after they were too pick her up ( i am in california) and suggest she take a cab. do yourself a favor - pay for a cab. oh yeah - here is the topper. they even charged for a tip. read more

Had reservation to go from port to SEA airport. Van did not show at scheduled time. They did not notify me they would be late so I called and was told they were overbooked and unapologetically told that it would be at least another 30 minutes. Ended up missing flight. Terrible company. Never use! read more

What a terrible, terrible company. I had family members moving from out of state, and since we needed to haul a dog in a crate and a elderly person in a wheelchair plus luggage I suggested Shuttle Express since they have a wheelchair van. We "reserved" a non-shared (us only) van for a particular time and prepaid a whopping $175 for the service. Reservations for them apparently mean jack. We showed up at the reserved time and the van was there, but they couldn't send us because there was no driver. Vans kept coming and going picking up people and there we sat in the parking garage heat - an 89 year old woman on oxygen in a wheelchair with a confirmed pre-paid non-shared van. The "coordinator" at the counter was completely indifferent, actually acting annoyed that we were interrupting her reading her book behind the counter. The benches around us filled and cleared TWICE while we waited, and the response from the unhelpful person was snippy "we only guarantee a 20 minute window" and trying to convince us we had only been there 10 minutes. (Hey, we have watches. We aren't morons). We did not leave the airport for 65 minutes! Yeah, the driver was nice but for the price we paid and the assurance of a non-ride-share van that would leave when we were ready, we certainly didn't expect to actually wait for an hour! Find a friend, a hotel shuttle, or for $175 you can probably get a limo with a stocked bar! This place is not worth it! Oh, we are also very lucky that her motorized wheelchair didn't make the flight because despite their profuse assurances over the phone when making the reservation, there was no way that would have fit into the van as well. read more

Driver was very nice and on time for my pick-up but we ended up waiting a half a hour for a couple that forgot to set their alarm. Don't know what the policy is, but 5 minutes should be the limit. read more