I made an online reservation this morning to be picked up at 4PM for an late evening flight out of Baltimore. I paid for the reservation online and was sent a confirmation that I glanced at and saw the 4:00 PM time. The driver came to pick me up at 12:30 instead of 4:00. When I came out to the van, I told the driver there must be a mistake and he was very nice and immediately called dispatch. I could hear the dispatcher calling me stupid on the phone and the driver proceeded to give me his cell phone so I could talk directly to the dispatcher. The woman on the phone was rude and impatient and told me I should have looked at confirmation more closely. She said I had to pay the $69 fee and they would treat the reservation as a no show and if I wanted to reschedule it would cost me an additional $69 fee. I told the driver that I didn't feel like I was receiving very good customer service. I driver kept talking to the woman in dispatch on speaker as I was walking away and I could hear her calling me a f___ing idiot. I never raised my voice and I never used any foul language in speaking to the driver or the dispatcher. The comments were unprofessional. I rechecked the confirmation e-mail and the pick up was scheduled for 12:30 PM and the flight was listed as 4 PM. The pickup was supposed to be at 4 PM and the flight was leaving at 8 PM. When I made the reservation it took a long time to confirm and I'm thinking that the times were mixed up somehow. I made another reservation for the trip from O'Hare to my hotel with another shuttle service in Chicago just after making this reservation and everything was fine. I'm drawing the conclusion that they was something wrong with the SuperShuttle website. I had used SuperShuttle in past when I lived in Dallas and Chicago had fairly good success. I will never use this service again. Thank God for Uber. read more

Worked for us. Able to book online the day before for a very early morning flight. Would have taken the Metro but it didn't run early enough. Arrived at our B/B 10 minutes after our selected time but that's not too unreasonable. Driver ran through a couple of stop lights, but we arrived at the airport with plenty of time to make flight. Very clean vehicle. read more

I read so many bad reviews so I was leary of booking them. But it all worked out fine. The reservation was easy to make on line. They had our information at the airport. Our flight was 30 minutes late, but there was a shuttle for us within 10 minutes of our getting to the desk. The shuttle was pretty full, but I guess that is how they make the money. The driver was not overly friendly, but he certainly was not rude. He drove safely and efficiently. I will book them again. read more

I booked a taxi to BWI and just to make sure that they pick me up on time, called them and paid extra to book the taxi. In the morning, I checked the status of my taxi and found out that about 45 minutes before pick up time the taxi was around Dullar Airport (more than an hour far from my address). I called them and after more than 30 minutes being on the phone, finally got the chance to speak with someone. They first told me that everything is fine and don't need to worry and that is just a glitch in the system. So I asked for the drivers' cell and they asked me to wait. Right when they should have picked me up, they came back and told me that they have forgot to assign mine to any driver so all they can do it to cancel the taxi. I rushed and called several places and finally found a taxi and paid three times more than the normal fare to get to the airport. I missed the flight and had to go through a lot of hassles. The day after called the supper shuttle and all they told me was to open a ticket online and the customer service told me they cannot do anything. Anyway, as the last option opened a ticket and they tell that they will get back to you within a week. Waited more than two weeks but no call from them. Called the customer service and told me that they will refund my money. After more than one month, still waiting for the refund. Finally had to ask the bank to reverse the credit. Please save your time and take a taxi from a different company. This company is a scam. This is the second time that they do not send the taxi. One in Salk Lake City and now in DC. This is a scam! read more

When SuperShuttle does wrong, they do so spectacularly: The $50 savings over a taxi ride to Dulles we're eaten up and then some when the shuttle arrived at the airport an hour late. Personally, I learned my lesson that $150 in airline fees are not worth the savings. Add to that the extra hour I'd have to spend traveling to the airport from now on, and SuperShuttle sinks pretty low in my airport transportation options. read more

After my review on 9/11, I decided to give a star back to Super Shuttle for their response to my situation. When I called their customer service line to see if I could get some reimbursement, I talked with a nice lady named Dana, who helped us get it. Two days ago we got a check for the full amount we requested ($780). No delay, no haggling. Thank you, Dana. read more

One word: Unreliable. SuperShuttle, I can't depend on you. Too bad I can't leave a "- 2" rating. My reserve pick up time was 5:58am. After waiting until 6:15am, I called Supershuttle to find out the location of the driver. The representative stated that they did not know and that they would have dispatch call me. Dispatch called about 10 minutes later (now it's about 6:25am) and I was told that they could not get a driver to me for whatever reason. I stated that I made reservation 4 days prior to my flight and asked what is the purpose of a reservation, if you will turn around and not have a driver. I also asked when was Supershuttle going to call and let me know that they did not have a driver; bottom line is they would've left me stranded if I had not called. The representative (she) was short with me and stated that the driver would be here in about 30 minutes, which in Supershuttle time means about 1 hour. I could not wait that long, which would've put me about 1.5 hours behind schedule, on the fact that they never had a driver in the first place and now expect me to believe they will get a driver out to me now and within 30 minutes - yeah right. I told her to cancel the ride and before I finished my statement, she said, well we can refund your money in a not so friendly way. I had to quickly contact a cab company (back up plan was to drive if I could not get a cab), which are not as plentiful as in the city. When the cab driver arrived, I told him my story and he just laughed and said you are not the first they had to rescue because of Supershuttle's ineptness. He said they've gotten so much business because of Supershuttle poor business and leaving passengers stranded. I told him that they should hope that Supershuttle stays in business, which would help grow their business. We both got a good laugh out of that. He got me to the airport on time and now they have my business of driving me to the airport. No more Supershuttle for me. They have lost this customer with their poor service. You get what you pay for in this case. It is not worth the savings. The stress will more than kill the savings. read more

Horrible, horrible disorganized service! Stood in line for over an hour with our reservation and then had to wait another 20 min for a shuttle. Not to mention the people at the desk having to multitask because they only had two people working. WORST transportation experience ever! read more

I cannot speak for any of the negative reviews here, but I have used Super Shuttle twice to/from my home in Falls Church and the service was excellent each time. read more

Service from the DCA to the hotel was OK. I had a reservation, but that was really more of just a pre-payment than a reservation. I had to wait in the same long line at the airport desk with others in my party who didn't have a reservation and some of them got on the van before me, while I had to wait longer. There was only one person working at the desk and she seemed a little overwhelmed. The ride to the hotel and the driver were both good. The trip back to the airport was better. The driver arrived a few minutes ahead of the time window, but I received a text about fifteen minutes beforehand showing his projected arrival time. Driver had my reservation on his tablet device, and efficiently loaded us all up and got us to the airport quickly. read more

It gets worse....no matter how many times I texted back "Stop", their texts kept coming. On the dot, every two hours, day and night. I emailed their customer services, but was told my complaint was "in a queue" and I was invited to phone Arizona if anything was urgent.... It looks as if the texts have finally stopped - after 48 hours, so that was at least 24 texts. Because I'm using a UK phone with a UK number in the US, all this cost money, about 80 US cents for each text and response, say about 20 USD in total. Whatever anyone does with this company, they should never, ever give them a mobile number - unless they are prepared to risk this happening to them. read more

TERRIBLE service!!! Every spot in the van was filled to capacity - with barely enough room for everyone. When the van picked up our party of 3 at the airport, one of the other passengers had already been sitting in the van for an hour - waiting to leave the airport terminal! The van was dirty, the driver had offensive music (lyrics) blaring, along with his GPS app talking. I had to make a phone call to make arrangements for our destination, and could barely hear the other party because the driver had the music turned up so loud. On the flip side, we found an EXCELLENT shuttle service provider who gave us just the opposite experience when we needed a ride back to the airport. Their name is Bethesda Shuttle, and the experience they provided was top-notch. I highly recommend Bethesda Shuttle, and I will never recommend Super Shuttle. read more

Although my flight was 30 minutes late in arriving, Super Shuttle at Dulles International were on the ball and I had just a 10 minute wait for a van. The driver was very pleasant, efficient and dropped my at the residence door just 20 minutes later. Highly recommended. read more

It's somewhere between 2 and 3 stars...but really "meh" does not quite feel appropriate. My main complaint is somehow they got the name of the hotel wrong, and being in the rush I was, I forgot to double check the reservation and assumed everything was fine, only to discover on the night before our ride that it wasn't...and then I checked the site to see if I could make a change, but apparently there is no link there to change a reservation (is this some kind of security strategy?) and they do not have a toll free number to call either...(I think they should have one for persons needing to change a reservation last minute)...so I had to leave that alone...then the following morning the driver was of course at the facility next door (we have the same address) because he obviously was not looking for building #2...and although I tried as best I could to look for a blue van, I did not see him, so I spent a few frantic minutes trying to figure out how to contact Super Shuttle because I was not seeing the van though the text had said he was outside waiting. He finally appeared at the hotel, and did not apologise for being at the wrong location, though he did admit there must have been a mistake. An apology would have been really nice, and would have done a lot to make me feel like they understand there was a problem and it was not mine. The ride cost was ok...I guess...it's a long way from what I remember it to be, but times have changed. Also, I did make a reservation several years ago, (in Los Angeles, CA) and got left waiting forever - had to find alternate transportation, apparently somehow my reservation never existed as far as they know...good thing that episode ended well for me, but after that, I was not really enthusiastic about using them again, but I decided to try one last time this year. So, the following things stand out for me: 1) Clearly they need to have some way for customers to contact them besides email, because at the last minute, email is not the way to go. 2) The form for requesting a ride on their website does not have a field to input hotel room #. Is this a security issue? I think it would have been helpful if drivers can use that information where necessary. It's doubtful the driver assigned to me was aware of the room number, but I did put it in, in the same field as the hotel name because I wanted it to be noted in the reservation...somehow it never showed up in the confirmation as "room 105" though the number 105 was placed at the end of the address. and the fact that it was building #2 was also not recorded. 3) The person who is processing reservation requests needs to be more meticulous...because there is no way the name I submitted could have been mistaken for the name they used...though it may be that they only have one hotel stored in their database for that address and just decided to ignore the name i used, which is not only unfortunate, it shows a lack of care for the customer. If unsure, they should have emailed or called me to verify. 4) I never found out why my other reservation was cancelled or ever received an apology from the company-this is not how you build customer confidence....this company is showing they do not care about customers...so...they are not ever going to be at the top of my list but I will use them in a pinch. read more

I have used Super Shuttle previously. Tried to book online, no luck, tried to use a coupon code, no luck. I was not offered round trip rate. Customer Service (phone) did get me a reservation but not much else. read more

My United flight into DCA was 2.5 hours late and Super Shuttle was still able to locate a driver and get me home last night. I'm very impressed with Super Shuttle's willingness to do what it takes to make the customer happy. read more

Two really bad experiences with them. After the first I didn't want to use them and went online to order from another company to take my group of five to/from Dulles. Only to find out they subcontracted to this company. On the trip to the airport SuperShuttle showed up with two vans and tried to charge me for their error. On the trip back they said they needed my reservation number to honor the reservation. Fortunately I had the originating companies email on my cell and called them to get the number. Once I had that SuperShuttle said they didn't have enough drivers to take us. Back on the phone with the originating service who couldn't believe that the paid reservation wasn't being honored. After a full day of travel, 10:30 on a Sunday night with five friends who all need to work in the morning and I have to make half a dozen phone calls to have this company provide the services they have already been paid for. NEVER AGAIN. read more

This was a terrible experience. I wanted to take SuperShuttle from DC to Dulles for an international flight. They had the wrong address in the system for me, even though my confirmation email had the correct one. When I called to complain, they booked me on the next one in my area, which was an hour later than the one I had reserved. When THIS shuttle didn't show up, I called (20 minutes after it should have been there) and they told me my shuttle was 10 miles away, and that they were going to get me a cab that was prepaid. 45 minutes later there was STILL no cab. It was 2 hours before my INTERNATIONAL flight left, and 2.5 hours later than I wanted to leave, and finally, after calling them repeatedly and spending 3/4ths of the time on hold, I got in my own cab that I had to pay for myself. Instead of comping me that trip and my trip back from the airport, they informed me that I would have to complete paperwork to APPLY for a refund and it would take 2-8 weeks to actually see any of that money. If it was $15 or even $20 for the SuperShuttle dealing with their so called "business model," it might be worth building in extra time and dealing with the headache. But it was $34, outrageous for airport transportation with extremely poor reliability and service. read more

First review. Starting with some pretty bad service. On a 3 month tour of US from Australia. Got to the shuttle desk at IAD which was great as there were no desks to be seen at LAX or JFK from other services. Was promptly seated in a van just in time to miss a heavy downpour. Fantastic you'd think. No. Was last to enter the van and waited for five minutes while three different supershuttle drivers were arguing in full view about who we were to take us. Very unprofessional. Was asked to exit the van we were sitting in (raining) and walk 50 meters carrying our own bags. Ok now on our way. Not knowing the DC area at all we sat in the van for 80 minutes while all but one other passenger were dropped and proceeded to travel for a further 10 mins through residential area. Arrived at an address and said that this is our stop. No Hilton hotel here. We should have been second off the bus. After giving the exact location of the hotel to the driver I was told to settle down after asking could we please just be taken to that address. 2.10 mins from IAD to DuPont circle on a sunday afternoon. We were even dropped at the wrong entrance to the hotel. Question for you super shuttle. Can my partner and I please have an hour of our lives back please? And to think the driver was lingering, waiting for a tip. read more

I went to Dulles to pick-up my brother and his wife who were coming from France. I had made a reservation for the shuttle. Their flight was on time and we went to the Supershuttle at the appropriate time. There were a lot of people waiting there. I went to the counter and was told that they had "run out of vans"(???) and that we would have to wait 25 to 30 minutes. One hour later we were finally sent outside, in the cold, to wait another 10 minutes for the van to arrive and then 10 more minutes for the driver to enter the addresses in the GPS: there were only 5 addresses to enter...We finally got on the way and it took us 1hr and 45 minutes to get to Connecticut Avenue. At this point one young lady realized the driver had forgottento drop her off in Arlington... It was obvious that he had no knowledge of the city and that his driving skills were less than impressive. The employee at the airport told us that after 3:00PM it was always like that. What shuttle company runs out of shuttles everyday and not do something about it??? I have used Supershuttle before from my place to the airport and have had no problem. Today's embarassing (because I wanted to welcome my visitors in a nice manner) experience is going to put an end to my giving my business to supershuttle. There is now some competition... read more

I was scheduled to be picked up between 4:30-4:45am. I was alerted that the driver was 5 minutes out at 4:40. I was called by the operator at 4:50 that the driver was outside. I told the operator that the driver was not outside as I was standing outside. After several times of back and forth between the driver and myself (one of the times telling me that the driver was in the circle driveway to the hotel - I live in an apartment complex), I finally spoke to the driver to tell him the cross section he needed to be at. When I was finally picked up - at 5:05, I noticed that in his list of addresses to pick people up, he had the wrong address in his list. Although he blamed it on the GPS saying it gave him wrong directions. We still had to pick up 2 more passengers before heading to the airport - one of which was in the opposite direction of the airport and the driver couldn't follow the GPS's directions at all. Never received an apology from the company for the company and drivers' mistakes. Not reliable. read more

People should reserve a ride to the airport or to their home without any delusions. Unless you pay for something private, it's a shared van so it does not leave when you are ready. I took it round trip to Dulles - it arrived at the end of the window and we went to pick up one rude passenger who lied and said he was on his way, but made us wait for 20 minutes. I understand that Super Shuttle tries to wait for people who make a paid booking but again, fellow passengers, accept that is a shared service and do not inconvenience other passengers who also have flights to catch. On the way home from the airport, I presented my prepaid receipt, received a number and waited for about 5 minutes before the van was assigned. My only complaint is the vans are always the farthest away from the door from which you exit. Does it take you longer than a regular taxi? Don't include the tip in your booking but give it to the driver as I've heard Supershuttle company keeps the tips - most, if not all of these vans are independently owned and operated so in this time and age when everyone is struggling, thank the driver himself if you are satisfied with his service. read more

This service is absolutely awful. Terrible customer service. Cram to many people into their "11" passenger vans, will only fit 11 people if they are children not full grown adults. Landed at DCA (National) checked in at the counter and was told my driver would be there soon. A few moments later was called to my Driver, got on the van and was off "thinking this is great", 10 min later the driver is called and told he took the wrong passenger. We are required to loop through DC and back to the airport. I am then told I got on the wrong van, excuse me this is the van they told me was my driver. 15 min later "MY" van arrives with 9 passengers in it already, no room for a man of large stature. Phoned the corporate office and was told they are 11 passenger vans and I should have gotten on by an extremely rude woman. She checks with dispatch and the next van should be there in 2 min. 15 min later a van with 8 passengers already onboard comes and I am required to squeeze to the back seat between to other men of larger carriage. I will never do this again read more

It is very difficult (but not impossible) to avoid Super Shuttle, because the outfit that runs it has a near monopoly on ground transportation service at Dulles International Service. That is why, despite her occasional comments to bad reviews on this web-site by Linda T (who says she is with Super shuttle Customer Service), Super Shuttle has no incentive to improve its service. Because Super Shuttle does not care about its customers, it PACKS its vans with passengers going to dis-similar destinations FROM Dulles and it routes its vans TO Dulles with whoever reserves a ride, without regard to their proximity to other passengers. Typically, until I found an alternative to Super Shuttle (google alternatives to Super Shuttle), I would wait 15 to 20 minutes near the Super Shuttle desk until I was given a van number. Then on arriving at the van, I would wait another 10 to 15 minutes while Super Shuttle scraped up a few more passengers. THEN the fun began as we questioned each other on our destinations and found that the last passenger would have to sit through four or five stops and 50 extra miles and an additional hour to get home. Here is a message for Linda T: Improve your service and you will not have to reply to all the horrible reviews. All you will have to do is thank people for rave reviews. Acknowledge that every van will not go out with a full load. Change your computer algorithm (if you have one) to find more efficient routes. For me, I will continue to avoid Super Shuttle until I start seeing more positive comments about Super Shuttle on this web-site (and other sites). Bottom line is that Super Shuttle is not Super at all. In fact, for a service provider, it is a horrible way to run a business. read more

Once a quarter I need to get to Dulles before the metro opens. I took the other shuttle once before, but decided to try SuperShuttle this time. As far as a shared ride service goes this was great! I moved the time up by half an hour to make sure I would arrive in plenty of time, but it turned out I didn't need to do that. We got to the airport about two hours before I had input the flight time. The driver was efficient and courteous. I had chosen text notifications, and before my window opened, I received a text with the ETA and a GPS locator of the van in relation to my pick up point. I was able to keep tabs on it and know when to go outside, so I wasn't having to stand in the rain long. The driver grabbed my bag and off we went. He was good at driving, and sure of the route he was taking. In conclusion, I will probably use SuperShuttle again next quarter, and not move my time up nearly as much. read more

I made reservations for Super Shuttle to take me from National Harbor to Dulles on 10/10/15. I waited at the hotel for the appointed pick-up window and was texted that my ride was going to be 30 minutes. You would think that knowing they were 30 minutes late that they would have some urgency in getting me to my flight connection. As it turned out, the driver missed a few turnoffs picking up two other passengers (i.e. he was constantly on the phone) and further added to the delay. By the time we reached Dulles we were ALL dropped off at a common location and told to go to our airlines there...Needless to say, I missed my flight and connection in LA to Hawaii. I had to stay overnight in LA and lost a day of work. I filed a complaint with Super Shuttle (Case #653707) and never received a follow-up response. I've never had problems with Super Shuttle in other cities, but in this case I wouldn't recommend them in the DC area...VERY POOR servicing... read more

I have used Super Shuttle and Execucar very often and they have been reliable about 80% of the time. However, I just had a horrible experience and all they offered was a "sorry." I scheduled Execucar to pick me up from the airport since I was traveling alone with my 15 month old son, a car seat, two carry-on bags and two checked bags, I really needed the assistance. Well, the flight was delayed due to weather and we arrived about 1 1/2 hours late (about 1030 pm). When I arrived at the luggage carousel, there was no one there to meet me. I got my baggage and continued to wait, checking my phone repeatedly, but no one arrived and I received no phone calls. I finally called Super Shuttle and they first asked me if I had called them to tell them I was arriving late - I stated, no, I was on an airplane and besides, that is why I provided the flight number, so they could check the status. Then, after being put on hold for about 15 minutes, someone else came on the line and stated they were sorry, but they had called earlier to tell me they could not pick me up but no one answered the phone. I stated that of course I didn't answer, I was on an airplane, however, I had no messages and no missed calls. Anyway, after being on the phone with them for about 1/2 hour the final deal was that no one was coming to pick me up and I would have to drag all my stuff and my tired and cranky son to the taxi line to get home. The kicker was that I had to call twice in order to get a refund since I had prepaid for the trip and a tip for the driver. They offered nothing besides a standard refund and "I'm sorry." Nothing to offset the amount of inconvenience and abandonment they had caused. I will not be using them again. I recommend Uber or a taxi. read more

Oct 2, 2015 - Booked and prepaid a roundtrip from DCA to National Harbor and back. Got to DCA in the pouring rain; started getting texts from Super Shuttle (SS) - telling where to go and which shuttle to board. Found the right van (#918) - only NO DRIVER. Waited over 35 minutes; called the SS Dispatch several times; Finally found a SS driver and he said the driver was probably asleep in the van. He banged on the window and finally WOKE UP the driver. The driver was very disoriented and immediately rushed into the airport. Although I saw him walking around several times over the next hour, he never returned to the van. When I tried to approach him, he literally turned around and walked off as fast as he could. I kept calling SS Dispatch - no help. I asked other SS drivers what was going on and was anyone taking the van to National Harbor and although I got a variety of different answers no one showed up to drive the van. After almost two hours at the airport, with no help from the SS Dispatch (the 800- 258-3826 number) I finally took a taxi to the hotel in National Harbor. By this time, it was rush hour and the trip cost $40.00 When I called SS to get a refund, they consistently put me off, they had a zillion excuses and to this day on November 6, I am still waiting for a refund. This was the worst experience possible and SS seems to think it is all in a days work. I wouldn't ride a SS anywhere again. Dozens of phone calls have gone unreturned or unresponsive. There's always another person that has to be consulted. WORST CUSTOMER SERVICE EVER !! read more