Beware of The Airport Shuttle or Go (the airport shuttle) We booked Go Airport Shuttle to transport 13 passengers and 13 pieces of luggage to Dulles Airport for an international flight. When making the reservation, we clearly informed the company of both our passenger count and the amount of luggage so they could send an appropriately sized vehicle. The driver arrived on time, helped load everyone and all of our luggage, and we initially thought everything was going smoothly. However, as soon as we pulled away from our house, the van made a loud clunk and lurched forward when shifted into drive. I am a former mechanic, and it immediately sounded like the vehicle had transmission problems. I asked the driver how many miles were on the van, and he told me it had approximately 300,000 miles. A few miles later, while traveling in the Dulles Toll Road Express Lanes where traffic was moving around 70 mph, the transmission began slipping out of gear. The van would lose power and would not re-engage unless the driver slowed to approximately 15-20 mph. The driver was visibly concerned, and we instructed him to pull onto the shoulder and turn on the hazard lights. We had children and elderly family members with us, and sitting on the shoulder of a highway with traffic traveling at highway speeds was terrifying. Rather than arranging another vehicle, the driver continued driving approximately 25 mph with the hazard lights flashing while the transmission repeatedly slipped in and out of gear for the remainder of the trip to the airport. Fortunately, we had allowed plenty of extra time and did not miss our international flight. Our return trip was also frustrating. A different driver arrived, but no one had informed us that we were expected to meet the shuttle at a different pickup location. After collecting our luggage, I called the driver from the designated pickup area. He instructed us to return upstairs to another location, despite my explaining that we were traveling with elderly family members who could not easily make the trip back upstairs with luggage. Had we been informed of the pickup location in advance, this could have been avoided entirely. After returning home, I requested a refund for the unsafe ride to the airport. The company's response was to claim that we had too much luggage for the vehicle. That explanation makes little sense because we disclosed 13 passengers and 13 bags when we booked the reservation. If the vehicle was undersized, that was a planning error on the company's part. It does not explain why the van experienced what appeared to be serious mechanical problems during our trip. My biggest concern is safety. Mechanical failures can happen, but transporting customers--especially families with children--in a vehicle that appears to be unsafe is unacceptable. Based on my experience, I cannot recommend Go Airport Shuttle and would encourage others to carefully consider alternative transportation options. read more

Ok I requested the wrong pick up time and the Airport Shuttle called me the morning of my arrival. I was able to confirm the new pick up time and was able to get on the shuttle with no problems. My train was a little late and so was the shuttle guy. No prob it happens, that is not the reason why they got 2 stars. So the fiasco happened the night before I was to leave Baltimore. I have a voicemail on my phone since I was at a workshop. My new pickup time is 12:20. I was a bit confused and had to check my reservations, okay it says I requested a 1:20 pick up time. That doesn't seem right, so I called and I found out that I could only be picked up at 12:20 or 2:00. My train was at 2:48 so I didnt think the 2:00pm was a wise decision and opted for 12:20. I found out that they were calling all people at the workshop who picked the 1:20 time that they were going to change their shuttle time. In the end one colleague got a 1:10 pick up and was told the company was going to call the others about this time. I never received a phone call so I called and I was able to get the time 1:10 time. So 2 stars for my whole experience. It was not cool that I did not get a phone call and if I did not call I would have been stuck with an earlier pick up time and would have missed part of my workshop which was a paid workshop for work. I would not recommend them, I would just pick up a cab at the train station and get the taxi driver's card and call them. read more

Nearly an hour late. Airport-to-Airport connector does not go only to airports, they may stop several places inbetween. For example, a bus leaving Dulles may stop in RockVille, MD before going to Reagan National downtown. Makes sense? I didn't think so either. 800 # was down making it difficult to get ahold of customer service. Next time I'll spend the extra $40 and get a black sedan. I'm only giving them 2 stars because they refunded my money quickly without complaining. I'm guessing they are used to it. read more

Unfortunately I am going to give this company a 1 star. My reason is because of their front desk operation. The woman who has always answered the phone when I have called the Columbia MD location has been extremely rude and very unprofessional. She is arrogant and not in the least bit helpful as well and hangs up abruptly. After speaking to other passengers, they have had the same experience with her. It is a shame because the drivers have been very courteous and helpful and they service the cruise port which is a plus. However, I will in the future be looking for alternative transportation rather than deal with such arrogance and unprofessional customer service. read more

My mother's flight was leaving out of the Ronald Reagan airport in Washington DC around 8:30 in the morning, so we needed to have someone here by at least 5:30 in the morning to pick my mother up, to make sure she made it to the airport and to her flight on time. Understand that I would normally take an Uber or a Lyft to the airport, but I decided to go with an airport shuttle this time instead. To my surprise, I was actually glad that I did. The shuttle arrive on time as scheduled, the driver was very courteous and helpful, the van was clean and roomy, and he was even very familiar with the airlines and departure information. We arrived at the airport in plenty of time for my mother's flight, and we were both very pleased with the service he provided. I will admit that when I called to confirm the reservation, the person I talked to acted like a total dick on the phone, but I don't fault the driver for that. read more

Absolutely awful! Waited nearly an hour in the rain at Reagan, huddled under a crowded bus stop until I got fed up and cancelled. What's the point of a scheduled shuttle when they don't show up?! Uber arrives in 5 minutes and is nearly half the price. They deserve to go out of business, don't book with them! read more

Really nice people, but really inefficient and we never got our reservation confirmation email, which was lost. When we landed, we had no idea where to go, so we walked around looking for a shuttle, but finally had to call the company to tell us where to go. Once we got in, we sat there for quite a while until the driver figured out who else to pick up. For the price, I would much rather just take a cab. read more

Unfortunately, almost everyone writes reviews if they want to complain... So here's my positive review: After my sister recommended the service when she used the van to fly to Orlando, I decided to give them a try when I went to Seattle. The customer service over the phone was great. although it did seem a little hectic. the night before my reservation they gave me a call to make sure everything was still on and I said that it was. In the morning the driver was alright, and I was the only stop even though they said they could have more. It was an alright experience and a lot better than what i had with Super Shuttle! All in all, I'd recommend this service but make sure you ask for Susan or Don... they are willing to help you out more than some others read more

DO NOT use this company, even if it is the cheapest or your company/group has a discounted deal with them. If you're using them to get picked up from the airport, they're likely to be late, and if you're using them to get dropped off at the airport, you're likely to miss your flight. I have used them three times, two times of which have been very negative experiences; for all airport-destination rides, the company changed my pick-up time same-day. The first incident (2014), the shuttle was an hour late picking me up from the airport; the second incident (2015), the shuttle did not get me to the airport in time for my flight. During the most recent trip (from Annapolis MD to IAD, usually a 1-1.5 hour drive), I had to get out of the shuttle part-way through the ride and catch a cab in a last-ditch effort to catch my flight. I spent 3 hours total in transit, and arrived at the airport as my flight departed. Their customer service, both the drivers and the dispatch is atrocious - I could go into many maddening details, but will only include a few: I was told over the phone that if I got out of the shuttle (which was, at the time, lost in downtown DC - driving in circles), and took a taxi to the airport, and the shuttle 'happened' to make it to the airport anytime before my flight (yes, not an hour before - anytime before), they would not refund me, nor cover my taxi fare. When this upset me because this put me in the position of basically gambling on the shuttle getting there in time, the dispatcher got angry and lashed out at ME. When I did eventually get out of the shuttle after hour 2, when the driver was lost for the second time in DC SW, I had to, literally, yell at the driver to stop so that I could get out. As another reviewer pointed out, this company is not BBB accredited, and there are similar complaints to mine (and other yelp reviews) filed with the BBB already. read more

HORRIBLE!!!!! RUN DOWN VANS! DISORGANIZED! DISHONEST! TAKE A CAB - I was charged for a service I did not receive. Could not find shuttle at BWI. Was hung up on two times when trying to locate pick up point. read more

Two stars only because the driver was super courteous and helpful. The owner and business end of it should receive 0 stars. It's sad when a business owner decides that $30 is more important than customer satisfaction. We were in a pinch because we realized we were flying into National instead of Dulles where our car was parked just as we were boarding our plane. We were aware that we would have to wait about 1.5 hours and that was ok--until we got to National and realized that the shuttles there were $30 cheaper and could take us almost immediately. We decided to keep our reservation because we had guaranteed it with a credit card. Shortly before pick up time, we received a call saying they were going to be 15min late (ok, within the grace period), then they were another 15min late after that. I was about ready to walk and take the other shuttle when the van finally arrived. I called to say that they were late and not priced competitively and could they please at least match the price of the other shuttle. I was told to call the business office. When I called the business office this morning, the operator had to go ask Don, the owner, who said that he is unable to give a refund. Unfortunately they are going to lose business over this because we do a lot of traveling. I suggest potential customers do some price comparisons before booking with this company, and don't expect any customer service from them once they get a hold of your credit card number. read more

Don't use this company - they never picked me up! I scheduled a ride with The Airport Shuttle Company from Ronald Reagan Natl Airport to Dulles on 6/17/15. The original pickup time at Reagan was 5:45, then they asked if I could be there at 4:45 pm. I waited from 4:30 to 7:30 when they finally called and said the van broke down and they could not come to get me! I had to take a cab which cost a bit more than the $59 shuttle fare, but was quick and direct. Or you can take the Metro to L'Enfant or Rosslyn station and take the bus for $7 to Dulles. read more

Wow this was not a good experience. The vans AC was broken and it rode like a dump truck. The driver was nice but did not have good directions and we were 45 minutes late getting to the airport. Never again. read more

I had a reservation from Sheraton to BWI station on 11/05/2014 at 6:30AM and paid the fare beforehand. I could not see any "GO" van when the time passed. So I called. I got a response that it might be half hour late. I said, OK. I had no choice but to wait. Then 30 minutes late, I got a call that there is no GO VAN coming and I need to go to BWI station by myself. What? She simply said "Sorry, bye". All my scheduled work was ruined. I guess it might send out an apology letter. NO, after three weeks.... Here is the service detail. Service Detail: We will be picking up xxx, party of 1 on Wednesday, November 5, 2014 at 6:30 AM. The pickup will be from 10207 Wincopin Circle Sheraton Columbia for a trip to Amtrak BWI. The requested service type is Shared van. The fare for this trip is $28.00 paid by Credit card. The reservation number for your trip is: RW1131481. On the other note, I got picked up on Monday from the BWI Amtrack station even the train was late an hour. So I give two stars. Anyhow, just be aware what could go wrong. read more

I would give 0 stars if I could, this is the worst business I have had to deal with in a long time. My flight was rerouted from Dulles to Reagan airport, I was supposed to have a two hour layover at Dulles so I figured I had enough time to shuttle to Dulles and make my connection, which was the only flight out to my final destination. My only other option was to be put up in a hotel for a day and a half by the airline. I called The Airport Shuttle and made a reservation, they said they would be able to pick me up and get me there with plenty of time to spare. After landing at Reagan I waited for over an hour, the shuttle was already delayed by traffic and was going to be another hour before arriving. My only choice was to take a cab over to Dulles to make my connection (expensive). I called the airport shuttle and told them I would have to cancel because they were running so late, they had no problem with that. However, they said they would not give me a refund, they also kept the tip I had paid extra for the driver while making the reservation. I asked what makes them think it is ok to charge someone for a service they have failed to deliver. They said the shuttle was already in route to me so I had to pay no matter what. I said the shuttle was already going to Dulles to drop people off and pick more up with or without me, it seems unethical to charge me unless they were making a special trip just for me, on top of that the shuttle was still a hour away, couldn't they just reroute if they needed? Nope, it doesn't matter we are keeping your money and tip for doing absolutely nothing for you. I said I felt like I was being stolen from, to which the customer service rep replied "I don't care". Do yourself a favor and take your business elsewhere. I ended up Ubering over to Dulles for half of what the shuttle service charged me for anyway. read more

They are 35 minutes late and I am still waiting. No call from them untilI I called and asked for ETA, then no apology. Do not use!!

Rude, rude, rude "customer" service. I would give them a -5 stars if I could. I've never gotten yelled at by a customer service person but I did that day. I had to finally cancel my return trip and grab a taxi. The first thing out of her mouth was "there's no refund". The call before that, she yelled at me because I was late getting off a ship (like I can control how long it takes people to go through customs), and she had to send her van away because "we service other customers." Thanks whomever you are, I always thought I was kind of special, (especially when I am paying YOU to provide a service) but I guess you told me! Do yourself a favor and grab a taxi or uber - no one deserves to be treated in that manner - paying customer or not! Methinks they will be out of business in the very near future. read more

This is the worst company to deal with. They have a ZERO rating with me. Do not waste your time giving them any business. They are not polite and very bad business people. They operate like a Cinderella Company. They shut down at 12:00 midnight. God help you if your plane lands 1 minute after midnight. We prepaid including a nice tip for them to pick us up at DCA. Our plane was running late. It was now going to land after midnight. I called and confirmed to make sure they will be there to pick us up since we were going to be late. They stated to me very direct and very rude "if the plane does not lane by 12 midnight, they will not be there". They claim this is advertised in their website. Nowhere do I see this. They left us stranded. They are very very bad business people. When I called the next day to complain they did not care. I hope whoever is reading this to never use this company ever. There are plenty of companies who care. We end up using UBER. They were there is 3 minutes. I will never use this company and will tell all of my Family and Friends to never use them. They should not be in business. Period. read more

Overpriced and discourteous. My advice is to avoid reserving a ride through this company and just get a taxi at the airport taxi stand. That way you won't risk losing 85.00 if your flight is delayed AND you will save ~20 dollars - a taxi that was in better condition that the van the Airport Shuttle had cost me only 66 dollars (plus tip) to go the same distance in similar traffic conditions. I am submitting the same complaint on the Better Business Bureau site (The Airport Shuttle is not BBB accredited, something I regret not looking into before using them). I am very disappointed in the Airport Shuttle. If I could give zero stars, I would. (To clarify, this is not a shuttle affiliated with the actual airport; it is just the name of the company). This company refused to refund the 85.00 for the trip that I had to cancel from DC to Centreville due to circumstances that were beyond my control. I had a return flight from scheduled from South America to Florida and from Florida to DC on January 10, 2015. The first leg of the flight was delayed. I did not call to cancel my arrangements with The Airport Shuttle company at that time as I was hoping to still make the connecting flight. When I realized that I was not going to make my connecting flight, I attempted calling The Airport Shuttle to cancel when I landed in Florida, but my call kept being dropped. By the time I was able to reach the Airport Shuttle, it was a little over an hour before my pickup time in DC. All of this was happening in the chaos of going through customs, going through baggage claim, lugging around three bags, crowds of people, and finding the rebooking line. The woman on the other end of the line of my call that evening, Marsha, informed me that I would be still be charged the 85.00 since there is a two-hour cancellation window and that they had already sent the driver to the airport. I explained my situation to her and she was unwilling to budge on her position. She was very rude throughout the entire conversation. I asked to speak with a supervisor and she said, "I am the supervisor." I said that I needed to speak with someone else and she gave me the name of Sue, who she stated would be in on Tuesday [January 13, 2015]. I called the 1-800-776-0323 number on Tuesday and pressed "6" for corporate offices. I spoke with someone named Marva; I explained the situation to her and she placed Susan on the line (who I assume is the Sue, I was trying to reach in the first place). Susan very condescendingly told me that I should have found a pay phone and called for free to cancel my reservation and that I would not be refunded the 85.00 since they had already sent the driver out. She also insisted on consistently talking over me while I explained my situation. This company has no compassion or understanding for people experiencing the stress of travel and unforeseen circumstances and should not be used. As I stated above, you would be better off getting a taxi at the taxi stand at the last moment. The only thing good that I will say about this company is that the cab driver, that originally drove me from my home to the airport when I was leaving for the trip, was very courteous. Overall, I advise against using using this company. read more

They never showed up! I booked a shuttle for my manager and they were supposed to arrive at 4:00am. They just never showed, no call, no text or email, nothing. I called them and they advised me their driver called out. When I asked why we did not receive a call, she said no one is in the office at that time. They did give a refund and cancel the return reservation, so there is the one star. However, she was a bit rude and seemed to have an attitude. This isn't a pizza delivery service... their customers are taking flights for business and travel and they are potentially costing them hundreds and thousands of dollars if they miss a flight. They need backups and contingency plans for these types of issues. read more

Don't use them, nearly an hour late and there is only 800 number and can't even leave message. They never call about late and refuse give refund. The one wrote 4 stars must be their own person. Never use again. read more

This company should be put out of business by whoever regulates them. They stood me up after promising 3 times to arrive within 10 minutes. DON'T EVER USE THEM! read more

NO, NO, NO! DON'T USE GO! They should change the name to NO! Airport Shuttle which is EXACTLY what happened to me. I was stranded after a long business flight on the night of a blizzard. I called the 800 number to find out where my driver was and I was connected to a representative in Chicago. She stated that she saw in the system where my reservation was still active, so she had to call the local DMV office to inquire about the driver. There was no answer and she stated that he was most likely not going to come and pick me up since there was a blizzard in my area. She then asked me "How are you going to get home?" That was the worst question of the day. I ended up taking a SuperShuttle (their competition) and I was grateful that SuperShuttle had a desk and an attendant at DCA who was taking reservations, DESPITE the blizzard. I was given a prompt refund, but the service is DEPLORABLE. Travelers, BEWARE! Not worth the money, not worth the stress, not worth the aggravation. read more