In moving over eight million passengers a year, we get a lot of feedback – good and bad. As a result, we work hard to capture and respond to customer comments. We invite customers looking for follow up from our customer team to contact us via our online feedback form. You can also email or call using the information provided on our contact page.
Our quality assurance system is built around this feedback, which we refer to as cases. Even our positive comments are turned into a case in our database, and the compliments are shared from there with the employee or team responsible.
Once a feedback is submitted online, you’ll receive an automated reply via email to let you know your submission was received and that we’ll be in touch with you shortly. This begs the question: What’s next?
The nature of cases varies from customer to customer, but the standard process is this:
- You let us know what you thought.
- We let you know we received your comments.
- We follow up with a resolution by phone or email.
If for any reason you did not experience a step in the process, contact us so we can make sure it’s addressed as quickly as possible.
Depending on the nature of your experience, follow up might be required from our advanced customer care team known as Customer Advocacy. If this is the case, you’ll be contacted by an Advocate via phone or email, and he or she may ask for more details to help figure out the best way to assist. If they've asked you for additional information, or for copies of receipts to determine values for a requested reimbursement, please reply with full details as quickly as possible to ensure a timely resolution.
If our team responded to let you know a refund is on its way, it may take a few days depending on method of payment and your financial institution. Click here to learn more about refund processing.
If you've left an item behind in a vehicle, Advocacy will work with the local team on your behalf to try to track the item down as quickly as possible, and will follow up with you if the item is found. If the item is lost during the weekend or overnight, please contact the local team directly so the search can begin immediately.
Got a question? Hit us up in the comments below. If it’s specific to a case, please avoid posting any personally identifiable information, such as confirmation or case numbers, and contact Customer Care directly for prompt response. Unlike our call centers and email, this blog is not monitored 24 hours a day.
Posted 213 days ago
by Shauna from SuperShuttle 13 Comments
97 days ago
My case number is 515256. It's been months since anyone has contacted me of the very close to potential manslaughter committed by one of your drivers who mustn't have been past his 30s. He so badly wanted to make a left turn and believed pedestrians don't have the right of way even though I had the white person signal and was already almost half way crossing the lanes. He didn't apologize or do something to make sure I was fine or show that he was sorry and wrong and irresponsible in what he did. If he can't see, then he should not be working for you. To top that, no one has contacted me over this so I am led to believe you wish I would just go away. Well I won't. My life is valuable no matter what corporate advocacy or your driver believe. You have no right to make me believe my life is disposable.
Customer Support Philippines is appreciative of the service you provide to our people last year when they were in the US. Kudos to your business and we hope that you continue this quality customer service you provide.
151 days ago
Reserved, prepaid, and confirmed reservation 3 days in advance to be picked up from DFW airport at a decent time of 9:30PM, Called them up as instructed to checked in and was directed to wait at the waiting area by gate A12. Called them up after 1 hour and dispatch told me that it is coming. Called them up after 30 minutes and dispatch told me that the van is already at the airport entrance and will be at the curb side in 10 minutes. Called again after 30 minutes at almost 11:15PM and was advised that they ran out of van and no van will be coming. I was told to get alternative options to get home and call them back in the morning if I need refund. Called the following day and the agent told me that I was picked up at 11 PM and was dropped of at my destination at 11:07.....WOW that was so ridiculous, very unreliable service.... How can that happen? If that is the case, maybe they should change their name to Super Space Shuttle that can take you to your destination in seconds. Should have told me that they could not deliver their service in the first place... rather than me getting home so late at almost midnight missing all the festivities that I could have attended... It was the worst ever experience with a shared ride service at the airport
199 days ago
I put my blog online on the 8th but it did not post online. If you are not letting people post their blog for some reason then why should let the blog keep on going? And this is maybe why there are so few blog left.
212 days ago
I was almost involved an accident this evening on the way home. It took place on the Connecticut ave ( rt 185) from DC to MD. I was driving far left lane and Supershuttle van (plate H520992)tried to drive my lane so I had to drive left turn lane in order to avoid accident and I did honk, honk... I followed that van and got this plate number in order to not to dangerous drive...