Today, to continue our series addressing our customers’ top questions, we’re explaining “At Your Own Risk.” This is a term that comes up only while booking shared ride outside of the recommended pickup times.
The term “At Your Own Risk” or “At Own Risk” means that the customer is taking the risk of missing their flight into their own hands, including the cost of missing the flight they are hoping to catch.
Since we are able to keep prices low in exchange for some of your time and a shared ride with other passengers, a critical part of the shared ride process is the timing of pickups for those customers heading to the airport.
While booking, our system automatically generates pickup times that ensure each customer makes it to the airport in time. These recommendations take into consideration multiple stops for other shared-ride passenger pickup, distance to the airport, normal traffic delays, and time needed to drop off passengers at their terminal.
While the recommended pickup times may seem early, this is part of our commitment to make sure each customer arrives at the airport in plenty of time to make his or her flight.
Customers also have the option to select pickup at an alternate time. When choosing a time outside the recommendations, however, even the smallest delays can throw off the timetable and we can no longer guarantee the reservation. As a result, we do not recommend this option as you may miss your flight.
Using our recommended pickup times, customers occasionally arrive early to the airport. For customers who prefer to leave at a time that is convenient for them, we offer two direct transportation options: private shuttle vans, and sedan service through ExecuCar. Direct transportation is a higher cost because of its personalized nature but, for some people, it’s worth it.
For more information on the shared ride process, you can visit the How it Works section of our site.
To book a ride, please click here
Posted 199 days ago
by Shauna 2 Comments
198 days ago
Speaking for myself, I have always taken a shuttle at the recommended times. However, your drivers always arrive late. And there is not that much traffic in Los Angeles when they arrive to pick me up between 3 and 4 AM. I do not know if some of your drivers start their shift late or what. I personally feel the supervisor or manager of the dispatchers need to do a better job of seeing that drivers show up on time. As a suggestion, after customers use your service perhaps Super Shuttle should send out surveys on line to find out how the customer felt about the service that they received.
198 days ago
Rick: I'm sorry about the delays you've been experiencing in LA. I'll forward your comments onto the GM there. As for the suggestion, followup surveys are something we've considered and I'll pass that suggestion over to the customer care and marketing teams. In the meantime, we encourage customers to submit their experience via our feedback form [http://www.supershuttle.com/feedback]. We are always working to improve and customer suggestions are critical to that process. Thank you!