I had a unpleasant experience with SuperShuttle customer service representatives at both the Dulles International Airport service desk and over the phone on June 26, 2008. I had a reservation from the airport to my hotel, the Marriott Wardman Park, where I would attending a conference. Due to a mistake while inputing my arrival airport, my reservation was for Washington National, not Dulles. When I arrived at Dulles, I asked the clerk at the desk to help to switch the shuttle reservation. Instead of assistance, she rolled her eyes and handed me a card with a telephone number and said I needed to call customer service because she was too couldn't help me. There was no one behind me in line, and she proceeded to sit back in her chair instead of provide any assistance. When I called the number on the card, I spoke with one of the rudest, most unpleasant customer service representatives I have ever encountered. I explained there was a mistake and I needed to change the reservation from National to Dulles. He proceeded to complain and berate me, admonishing me for over five minutes to "admit this was [my] fault" and insist he had no responsibility to help me because it was my mistake. This was especially disconcerting because I did not contest it was a mistake and I wasn't concerned about the additional cost; I just wanted to get to my hotel. He continued to tell me I would be waiting "quite a while" because of "my mistake", while using a tone appropriate for scolding a small child, not helping a customer. After being berated and scolded, I gave up my reservation and took a taxi, at three times the cost of the reservation from SuperShuttle, because I was so disgusted with the lack of service.
Due to the poor service I received, I will no longer be using SuperShuttle. This is unfortunate; I travel for business twice a month, and I have always had great service from SuperShuttle out of Orange County, CA, and Phoenix, AZ.
Rcf
Lebanon, New Hampshire
U.S.A.