Created reservation on line. Was confirmed. Continued receiving automated messages after I landed with instructions for moving forward. No company rep on site as was described. Waited for about half an hour, called their dispatch, was told there was no shuttle service available, no drivers available or on site. Confirmed I never received an announcement that there might be an issue due to inclement weather. A full refund was promised and the reservation canceled. Noted that there were other local hotel shuttles running. Contacted Lyft, had a driver in a few minutes. read more

DO NOT book with SuperShuttle unless you have a lot of time to waste. They promise they will pick you up within a 15 minute window, but I have been waiting for 45 min, and my ride is still not here. I called the 800 "help" number, which was not helpful. The automatic recording has a glitch. After waiting 10 minutes to talk to a person, they said my shuttle is at the airport, waiting to come in, due to traffic. Traffic does not seem heavy to me, but regardless, I feel a transportation company should monitor traffic patterns to fulfill their contractual promises. Update: After writing my review above, SuperShuttle contacted me immediately to apologize for our long wait time and provided a refund. Therefore, while I give them 1 star for our experience; I give them 5 stars for customer service. read more

I booked a ride to BWI online. I liked that SuperShuttle now provides an online map to track the van that is picking you up. The driver showed up on time. My good experience ends there. The driver turned right at a "no right on red" intersection. He never used turn signals. He waited until the last possible moment to get into the correct lane to make an exit. He constantly veered into other lanes only to jerk the van back at the last second before side-swiping another vehicle. The driver also varied between driving too fast and driving way under the speed limit - no matter if on I-495 or on lesser roads. While he had a large pad/tablet mounted that clearly showed and voiced directions (like googlemaps), the driver missed the South exit for Colesville Road (for picking up another passenger). He had to take the next exit and double back. Back on I-495, he missed the exit for I-95 North to get to BWI. He then missed the exit for BW Parkway North. He finally took the next exit and doubled-back to take BW Parkway North. All the way the driving was highly erratic. He almost ran up on the curb when we were close to the airport departures. It was a terrifying experience. I submitted a complaint on SuperShuttle's website and received an email acknowledging that a ticket was created. However, its been 5 days and I've heard nothing back. I'm sure SuperShuttle employs safe drivers as well, but I won't take that chance again. read more

Had booked a super shuttle to pick me up 4 hours before my flight. Freaking shuttle didn't show up one hour after designated pick up time. Then to make matters worse, I used their app to tell the driver to immediately contact me. No signs of human life. My fiance called super shuttle, requested a refund for their absurd service. Refunded, but no complimentary service after the mishap. Will never book again read more

Consistently cancelled my rides 4+ times this year. Last minute to boot. I despise this company and their apologies and ride credits to make amends. This morning was the last time. They need to be put out of business, the service sucks royally! Go out of business you're failing! Ugh! read more

Pros - Affordable, especially if booked through a vacation website such as Expedia or Hotwire. Vans were clean Cons - Given misinformation from one of the employees at the airport counter, delaying my shuttle service. I booked round trip SuperShuttle service from BWI to Downtown Washington DC through Hotwire. The cost of booking online with my flight and hotel was a very good price. I followed all the direction from the Hotwire website, I called in advance to reserve a shuttle when I arrived and for when I was leaving and I printed the voucher provided from Hotwire. I arrived at the airport and went to the SuperShuttle counter. I told the man behind the counter that I had reserved a shuttle and I had a voucher. He looked up my reservation and then told me the cost would be something like $36. I reminded him that I already had a voucher and he took my voucher to correct his error. I then asked if I would need the voucher back for my return trip and he said that since I already had made a reservation for the return trip, I would not need it and he didn't return it to me. Even though my reservation was for 9:15 it did not arrive for about 20 minutes. I sat in the waiting area until the shuttle arrived. The shuttle itself was clean, it did have an odd smell that was being masked by an air freshener, but it was nothing abhorrent. There were three other passengers with me in the shuttle and the driver helped us all load our luggage. It took about 45 minutes to get into DC where the first two passengers were dropped off, then the driver got a little lost on my way to my hotel and circled a few blocks before driving by it. He was going to circle back around to drop me off, but I told him I could walk back. He thanked me and helped get out my luggage. For my return trip I received an automated message reminding me of my pick up time. The shuttle arrived very close to the estimated time. When I got in the shuttle there was already another passenger in the van who was also on the same outbound flight for BWI. The driver then asked me for my voucher. I told him that the SuperShuttle employee took the voucher from me at the airport and told me I wouldn't need it. I showed him my e-mail confirmation, but he said he needed the voucher to get paid. The driver then called his dispatcher and put the dispatcher on the phone with me. The dispatcher told me I would need a voucher or else I would have to pay the driver. I asked if I would be reimbursed at the airport if I did pay the driver and the dispatcher said he could not guarantee that. I told him that I was found it unfair to pay twice for the same service, but he said there was nothing he could do. I gave the phone back to the driver and asked him if I could run into the hotel lobby to use their computer to re-print my voucher. He asked me how long that would take, and I responded, "a couple of minutes." He then said, no, I need a number, "10, 20, and hour?" I told him "five minutes." He asked me to hurry. I apologized to the other passenger. It took a few minutes for the computer to boot up, but I was finally able to re-print my voucher. The voucher stated it was for round trip shuttle service and only one voucher was e-mailed to me. I showed this to the driver and he said that I needed to have printed two copies (which was stated no where in the instructions.) I felt bad for causing a delay and I understand that the situation was not the driver's fault. I even recognize that Hotwire needs to be more specific in their instructions for claiming the vouchers. But what frustrated me was the fact that I specifically asked if I would need the voucher for the return trip and the airport employee to me that I would not. I then also did not feel that I was treated very professionally by the driver and the dispatcher on my return trip. For this reason I would not recommend SuperShuttle as it seems that not all of their employees are knowledgeable about the paperwork and billing aspects of the business. read more

I wish I could give this company a negative rating. 1. No one knows the company policies! We tried to make a reservation for pick up in Baltimore weeks ago while we were still in Sacramento. They wouldn't take a company check to pre-pay. 2. We ere quoted a per person rate and told we just call when we got here. WRONG! Called, was told a different rate, not given a reservation, told to go wait at a specific location for pick up and guess what. One of the two lazy super shuttle workers comes up to us asking for our.reservation!?!???? Needless to say, after another 10 minute phone call getting yet another rate AND more wrong info, our party of 12 called Uber. The moral of the story is this wasn't my first bad experience with super shuttle but it will be my last. read more

Sorry to see that this company has apparently one downhill. I would imagine UberPool has killed them. Either way, this was brutal. I have always used SuperShuttle in the past and always had good experiences both to and from the airport. This time around there was nobody attending to customers when I arrived. I checked-in online and was told that I was assigned a van. We were waiting outside in 90-degree heat and nothing at all happened for 30 minutes. Finally someone showed up to tell us the driver was on his way, then she left again. Might have been because she saw me calling the 800 customer service line. Another 35 minutes passed and the van finally showed up. We were told to get in and that we would be leaving in 5 minutes. I told the women "I don't believe you," and my intuition was correct. We were sitting for yet another 30 minutes with no explanation whatsoever. The driver had no idea what was going on and the attendant had disappeared. Finally another group of people showed up to fill the van and we left. Over 90 minutes after I showed up I finally headed toward my destination. Really frustrating and I won't be using SuperShuttle again if I can avoid it. read more

I used Super Shuttle for the first time for a business trip last week. My biggest complaint is that the drivers seemed to be unfamiliar with the geography and streets in Baltimore. My driver picked me up at 8:30 am and said that he had not slept at all the night before, which worried me. He depended on his GPS which caused him to make circles in downtown Baltimore and drive the wrong way on one-way streets. I was frightened by his driving. He also commented on how he expected $5 tip from his passengers and bragged about previous passengers who had given big tips, which I found to be unprofessional. On the return trip from the airport, the driver was more competent, but I had to wait in BWI for 90 minutes before my shuttle departed (with 9 other passengers). I was the 5th person to be dropped off. I've used Super Shuttle in other cities but never had such a bad experience. As long as I live in Baltimore, I will find other ways to get to and from the airport (such as the MARC train or a $50 taxi). read more

I booked online weeks in advance of my flight and made the note that I would not be available prior to my scheduled pick up time. The driver called me anyway to try to pressure me into an earlier pick up, and complained that they would have to go back in the opposite direction to pick me up at the scheduled time. I said I couldn't adjust the time (I was stuck at work and unable to leave early). He hung up on me, then called back to say that he would arrive at the scheduled earliest time which was fine with me. Then, after he picked up the final person for our shuttle, he chose to take 495 to get to BWI when there were two accidents on 495 with a 25 minute delay. We asked why he didn't take the ICC (200), and he said he forgot the transponder in his truck. I arrived at the airport less than an hour before my flight started boarding, which was barely enough time to get to the gate. I don't know if the dispatchers messed up the route or if it was driver incompetence, but either way it was a stressful way to get to the airport and almost ended in me missing my flight. I think I'll Uber next time! read more

Late picking me up earlier this month on my way to BWI. Then when I get back to BWI the nearest shuttle was in DC. I had to wait almost 45 minutes for a shuttle I already paid for. I'll use Uber next time. read more

Here is my horror story. The super shuttle was late for more than an hour to pick me up for international flight. After 15 min delay the dispatcher told me that they are late for another 10 min, and they already called me to warn me. I could not discover any trace of this call in my phone log though. After 30 min delay they told me the driver will be in a minute. After 45 min delay I realized I can miss the flight and requested a manager. Manager told me that he had never been informed about my problem. After I twisted their arms a bit, the manager agreed to call me a taxi. After about another 20 min the shuttle showed up. Just because it was very early in the morning I was able to get in time exactly 2h before the flight. They refunded the fee on my request. No explanation why the shuttle did not show up in time was given to me. The worst things were - the lies from multiple dispatchers. Do not exclude they were deceived themselves. This was our hard earned 6 days' vacation start! :(( Hard to keep positive after all. I'd not use them anymore unless I absolutely need them. read more

For the second time, supershuttle picked me up 40 minutes after the pickup time and barely made it to my flight. This time, they didn't even bother to send me a message with a link to the map, and I had to communicate directly with the driver. The 2 stars are because the driver actually got me to the airport pretty fast and I made it to my flight, but he was not exactly in a good mood. read more

We took this from BWI to our hotel in the Inner Harbor in Baltimore. We were second last to be dropped off in a van with 5 others, and watched the driver go past our hotel once to drop someone else off first. Nice. If you are going to Baltimore from BWI and there is more than one person, take a cab. Cabs have to charge a flat rate to a good size area in Baltimore and I learned this a night or two later in a cab on the way back to the hotel. With the flat rate, it worked out that the wife and I didn't save much money by taking the $13 per person SuperShuttle. Or take the Light Rail for $1.60. Our flight landed too late to do that. read more

They were polite, professional, and prompt. The price was decent..less than a taxi and the driver paid attention to people's stops. Not much to say...this is a great resource. My suggestion....book online to avoid long lines of waiting. I paid when I got to the airport -and didn't have to wait too long..but I did have to wait because I didn't have a reservation. No biggy...I had plenty of time to get where I was going :-). Please remember to tip the driver...he is lifting your bags and getting you safely and quickly to your destination. read more

An economical option from the airport, however, customer service is terrible! While I was at the counter, the woman working seemed annoyed by me. An older gentleman came up and asked the other employee "Does this take me to {insert location}" (I can't remember exactly where he was asking to go). Employee: "What is the zip code?" (as she sits behind a computer where she probably could have googled it) Old Man: "I don't know." Employee: "I don't either." {akward silence} In addition, the driver made me pull my own bags from the curb to the back of the vehicle... but it clearly stated on my receipt that gratuity was not included. If I have to move my own bag, I needn't pay you a gratutity. His driving was a bit frightening too... got a "honk" from a car in the lane next to ours because he was weaving in and out of two lanes pretty much the entire time we were on the interstate. If your safety is more important than your money, I might suggest a different option. If customer service is important, I might suggest a different option. If just getting to your destination and saving $15-25 on taxi fare is important, then (and really only then) would I say SuperShuttle is the way to go. read more

Great service when you book in advance by computer. I went with one other pick-up, driver hit traffic but knew a back way. We both made it on time. Trying to engage them for trip from airport to go home is difficult. They need a dedicated phone line at the airport like they had 20 years ago. Or they need a desk with agent to organize trips from airport to the suburbs. Try to book your return trip on line and tell them to watch your plane and plan accordingly if it is late. Maybe it will be on time? read more

Wish I could give these guys 0 stares I have used them twice and both times the drivers had the radios loud and talked to people on there cell phones while driving. Both trips were pre booked as a single person with tip Included. read more

They actually deserve half a star! My last experience with Super Shuttle was a unpleasant one. I was heading home for Mother's Day and received a call from Super Shuttle informing me that the shuttle was en route in 10 minutes. Ten minutes goes by, no shuttle. I wasn't too worried at first, but when 20 minutes went by, I started to worry. I called Customer Service, and informed them of the situation. They kept telling me that they were in the area. I live in a town home community, and seeing cars come and go is easily noticeable especially at 2:30am. So customer service transferred me to the actual dispatch. I was very worried at that point because we were now 30 mins past the pick up time., Both their customer service and the dispatcher made me feel I was crazy to not notice where the shuttle is. Believe me, the time I requested service was 2am. They expected me to walk down to find the shuttle. Really? I mean what was the purpose of giving them my physical address if they weren't going to pick me up there?!? When the driver finally arrived, his voice was raised as though it was my fault. He said he could not see the #s of the homes. Instead of taking the initiative to look, he would rather park at the other side of the parking lot, and I lug my luggage over to the shuttle. ABSOLUTELY LAZY!! The time was wasted arguing that the shuttle wasn't at my residence. Having their dispatch and customer service tell me he was in fact there was time consuming. When I arrived at the airport, I did not feel the need to tip him. I was surprised how crowded the airport was, but it appeared everyone was traveling to see their mother that weekend! I was fortunate to have made my flight, but I will never use Super Shuttle ever again!! It looks like I'll be parking at the long term parking lot at the airport from now on!! read more

DO NOT USE THIS COMPANY!!! If I could give a negative star I would. Started off great with communication. Sent texts with confirmation and it seemed like this was going to work out. When I opened that app at 6:25 am to see where my vehicle was for a 6:30 am pick up it showed it was in Alexandria VA... I live in Baltimore.... 50 miles away!! I thought this had to be wrong. Gave them until 6:45 and started loading our vehicles... all 10 of us!!! Took about 20 mins for someone to answer. Kept me on hold for another 15 while they talked to dispatch. I told her at this point I'm in my car and I want a refund! She told me she couldn't do that but she would stay in the line with dispatch and tell them. This is not how I wanted to start my magical Vaction!! read more

My original trip from home to the airport was uneventful. The van rattled a lot but the trip was acceptable. The return however was non-existent. Although SuperShuttle has my landing information correct they kept sending their vans for people headed to DC or Virginia. Since I was the only one going to Baltimore, they couldn't (or Wouldn't) send a van for me. After waiting more than an hour I called a friend to come rescue me. Never again will I use this service. read more

This is the second time they have stood me up in three months. Last time I was supposed to get a van at 4:25-4:40 AM , after dozens of frantic calls at 5:30 they realised that they had not assigned a driver. This was May 25th. I had to desperately call a cab at 5:45 and somehow managed to catch my flight. Today, Aug 15th, again the driver did not arrive for my 3:55 AM pickup. Even up to 4:15 AM they kept on saying it'll arrive in 6 minutes, but finally they gave me a call saying it wasn't coming at 4:22 AM. I've been told that a cab has been arranged, which will come in another 20 mins. I hope that comes. They always do this in the wee hours when it's almost impossible to find an alternate option. read more

We had purchased a voucher for SuperShuttle through a third party. After locating the attendant, we approached her and presented her with our voucher. She did not look up, did not take the voucher and did not even look at it. She asked for a name and destination and then assigned us a shuttle number, which we wrote on the voucher. After boarding the shuttle, as we were preparing to pull out and with five other passengers on board, the driver stated we had not paid. We told him we had, that we had a voucher, and he again said that we had not and that we could not go unless we paid by cash or credit card. Feeling like we had no other options, we gave him a credit card and were charged the full price for the trip which was almost double what we had already paid through the third party. While still on the trip, we contacted SuperShuttle customer service who informed us we had to submit a refund request through the website. We submitted that request immediately with a full explanation. It is now SIX days later and we have had NO response. I am very frustrated, first with the attendant who did not acknowledge or take the prepaid voucher, then with the driver who additionally did not accept the voucher and insisted on payment, and third with the customer service who has failed to respond in any manner to our request. If you are looking for transportation from BWI to DC, use Amtrak! We booked a ticket for our return to BWI which cost the same as what we paid through the third party for SuperShuttle, and it takes less than half the time of a car trip! Wish we had know about Amtrak before this fiasco. read more

After being stranded in DC at 1:00am after getting a written confirmation that we would be picked up, We finally heard back from their customer care dept. They graciously gave me a refund for the ride I did not get. They said they would pay the difference from the taxi price and theirs if I could show the deletion of the gratuity. Are you kidding??? I did not get a single email for your services that did not ask me for a tip to the drivers ... but you don't want to pay a taxi tip ... who picked us up at 1:00am? What about our stress and inconvenience. Not part of your terms I heard. Jet Blue gave us a credit equal to our flight plus $50 for our inconvenience just for being late, not stranded. They understand Customer Service, your company does not. Take my advice. Anyone who has to be somewhere, don't us Super Shuttle. Pay a few extra dollars and get dependable service from taxi's and or Uber. read more

No good. Cancelled my reservation in less than an hour prior to pick-up in the early morning of October 1, 2019. SuperShuttle requires 2 hours advance notice from its customers but its arrangement with ExecuCar allows ExecuCar to cancel a reservation with less than an hour prior to pick-up. Called SuperShuttle to cancel my entire roundtrip transaction between 7:30 - 8:15 a.m. on October 1, 2019 and left a message for the cancellation yet ExecuCar shows up in the evening for the return trip to BWI. I rented a car that morning and had already returned to BWI when EXECUCAR showed up in the evening. ExecuCar got paid by SuperShuttle and SuperShuttle charged my credit card for the transaction. WHAT A FRAUD! DO NOT USE EXECUCAR NOR SUPERSHUTTLE! THEY DO NOT TREAT CUSTOMERS WITH DIGNITY NOR CONSISTENT WITH THE EXECUCAR SERVICE POLICY NOR THE SUPERSHUTTLE SERVICE POLICY. read more

I understand that SuperShuttle doesn't want their passengers to miss their flights, but they've taken the concept of being early to a ridiculous level. When I booked SuperShuttle online to take me from a residence in Chevy Chase to BWI, I was surprised that they wanted to pick me up in a window of time between 4:50-5:05am for a 7:50am flight, but I assumed they must know best. I'm not from the area and I figured that maybe there was an extreme amount of morning traffic around BWI, or maybe they already agreed to pick up lots of other passengers in the area, etc. I was wrong. I woke up at 4:15am and SuperShuttle called me 5 minutes later, stating that the van was 10 minutes away! As I frantically yanked my clothes on, they called again 5 minute later to say that the driver was waiting outside! Whatever happened to "between 4:50-5:05am?" If you're going to pick me up at the crack of dawn, at least pick me up at the crack of dawn, and not at the a$$-crack of dawn! We picked up only one other passenger (who happened to be on the same flight) and arrived at the airport at 5:30am, over two hours before the flight was due to take off. Again, I'm sure that people would raise hell if SuperShuttle caused them to miss their flights, but arriving at the airport that early was excessive. There was no traffic on the roads. Wouldn't you think they'd know that by now? Also, the driver looked like he was about to fall asleep and he didn't turn on the A/C. The pros: 1) They get you to the airport. 2) They're cheaper than a cab. The cons: 1) They allow WAY too much time. 2) The vans are kind of outdated. read more

Good luck trying to find the vans at airport. The online reservation did not provide a phone number for questions. The online customer service was not efficient. They need to provide a phone point of contact! The hotel pickup to airport was really swift and friendly highly recommend super shuttle to Dulles. read more

Booked in advance, called to confirm, and yet I still had to wait an HOUR before the shuttle arrived at BWI. Not super; it's a shuttle though. Happy I did not purchase a round trip voucher. read more

This is the worst service. Twice in recent memory they had cancelled our reservation to the airport at the last minute and sent us scrambling. Today--my fault for trying again--I had an assigned driver on the way. I check close to pickup time and locator info has disappeared. Try to call, am on hold, they call me, tell me my reservation is cancelled and they'll refund me. Thank goodness I have TSA pre and am all checked in. Don't use this company. Dreadful service and they're neither sorry nor trying to improve, from the looks of it. One star only because Yelp makes you give one. Should be zero. read more

I took the shuttle from BWI and it was by far the worst shuttle experience I have ever had. The ride took more than twice as long as it should have (3 hrs to Arlington) because of the sheer incompetence of the driver. 15 mins into the ride, the driver turned back to go to the airport to pick up another person from the airport and later stopped for 10 mins to fill gas. Throughout the ride, he was either on the phone or fumbling with his navigation device. The ride felt unsafe and was very frustrating. Never use this service. read more

I had booked a ride from downtown DC to BWI. A few hours before the pick-up, I get a voicemail stating that the driver would like to pick us up a bit earlier and asking to return the call to confirm. I call back and the customer rep notes there's no reason to reschedule, and suggests I keep the original pick-up time at 3:45pm. At 2:20pm, I'm notified of the driver's ETA at 2:30pm. I explain the driver he has arrived an hour and fifteen minutes too early, and that I'm still at work. He doesn't seem too bothered and asks if I can leave earlier. Worried my ride won't be waiting for an hour, I scramble my luggage together and take the ride, my party of two as the only customers. I still have no clue what happened, and SuperShuttle has ignored my inquiries. Very inconvenient and unreliable service. read more

Took Supershuttle from Northern Virginia to BWI on a Saturday morning. Driver was 10 minutes early, which I appreciated, and we made it to BWI in about an hour with one additional passenger pickup. Driver was courteous and safe. For $59, thoughtful was a great alternative to cab if you have time to pick up additional riders. read more

Should've realized from previous reviews, service blows! Pay extra $10 for taxi to airport!

Driver was excellent and courteous customer service really bad, had multiple problems with a ride that was booked over a week ago

Never had a problem. Always dependable and courteous. I considered Uber and Lyft, but as I had a plane to catch, went for the one with a longer service record. Will continue to use for a lift to the airport I can count on. read more

3 military members deploying and we were left by the shuttle because our luggage was "too big." The girl at the counter said we were suppose to have only one bag of luggage. She was helping us out but it took too long. read more

Van arrived on time. Driver even noticed we left a bag on the driveway - thank goodness he saved us from a major disaster. Economical way to get 4 adults and 2 kids to and from BWI for a week long trip. Would definitely choose SuperShuttle again in the future. read more

Should be zero stars, because they never supplied the car I booked. I was arriving into BWI late evening so booked an execucar to make sure there were no hassles getting home. Paid the money, got a confirmation email--only to be told when I called in after landing that "the driver did not respond"--as if SuperShuttle was obligated only to make an attempt at supplying a car. Although they clearly wanted me to simply cancel--no skin off their back--I idiotically decided to believe it when I was told they could get a driver if I didn't might waiting. I did wait, got a text saying I would be receiving a vehicle number shortly, and then ... nothing. I called an hour later and was told "we can't confirm an ETA at this time." I asked whether they even had a driver on the way and was told no--so would I prefer to cancel? I would have preferred that SuperShuttle actually provide the service I booked and paid for, but I did what I should have done in the first place and took a ride app home. To be fair: the dispatcher was courteous and professional throughout--it's SuperShuttle execucar that was unbelievably unreliable. read more

Prompt Dependable service and on-time delivery to BWI at a very early hour. Our flight change the day before and SuperShuttle was very accommodating. Thanks for making life easy read more

Shared ride shuttles are a waste of time. Literally. A ride from the airport to downtown took 75 minutes because of multiple stops to pick up and drop off other people. I could have taken a taxi and been there an hour earlier. Sure, a taxi would have cost $20 more. You've just got to ask yourself if your time is worth more than $20/hour. read more