American Shuttle

i usually take super shuttle when i land in Miami and never have had an issue. But this last time, oh there was an issue.
Upon our arrival at the airport, the blue van was no where around. So i called them and they told me to look for someone in a yellow shirt. There was no one in a yellow shirt. then the operator told me to look for a super shuttle stand, again, there was no stand. the operator got pissed and hung up on me. this happened another 2 times. The 4^th operator told me to find the American shuttle stand, which i did, and was told they would be the ones transporting us. we were so confused bc the reservation was with super shuttle. this is when i found out they were working together. that bit of info is something that should have been explained in advance. all in all, it took about an hr to get the transportation issue straightened out. next time i think well just take a cab
seems like they have a bait and switch going on with super shuttle.

Honestly the most ridiculously unprofessional service I have ever experienced. By far the absolute worst company I have ever had to deal with. I was stranded at a hotel with promises that a shuttle would come right away, only to call 45 minutes later, still no van to get hung up on multiple times by the people tending the phones, even the supervisor on duty tonight hung up on me before I could even say that we were still waiting for the van that never came. And this is all after the dispatcher sent the driver to the wrong hotel leaving myself and three other passengers at the wrong hotel with no resolution of finding us a new driver. I’m floored as to why a dispatcher would not try to help some desperate, stranded passengers paying for a service. Cab it is. Really really disappointed there are people who have jobs that are absolutely worthless while there are people all over the country desperate for a paycheck.

They recently purchased supershuttle. So far NOT good. I call on the executive line and get a VM. I call on the main supershuttle line and get a busy signal. I call on American Shuttle line and ask for the person I deal with and hear them in the background asking who is this. I ask for the owner and get passed to another person (not the owner do they know this information is available on the web?) I call back 20 times get left on hold forever. Frankly, I would run-​not walk to any other form of transportation. It is worth calling a cab or limo service that they DON’T own! HORRIBLE HORRIBLE SERVICE!!!

I know. I know. What was I even doing taking this service? I know. Y’see, I am making the transition from a city that had viable (at times) public transit to one that is struggling with it. When traveling to/​from airports, I’d much rather take a train and be about my way than incur the wrath of parking and/​or cab fees. It puts me in a bad mood to pay them — especially knowing that there is (or, should be) cheaper alternatives. So, I search out airport shuttles… and wind up in a bad mood. To make matters more hilarious, I’ve used this company more than once. So, insanity and all that. The fact of the matter is this: the service is woefully inconsistent but almost always better coming to than coming from the airport.
Going to: arrived at scheduled time, taken my bags, picked everyone up, and, even engage in some fun conversation. Agreeable.
Coming from: disorganization and disarray at the kiosks. Whether one has a reservation or not, you can guarantee some sort of hassle. I have had lost reservations, drivers who tried to charge me twice and witnessed shouting matches between kiosk agents and drivers. And, then, the price may change on you. It’s a very confusing process when all you want to do is get to your destination. Each time I’ve taken the shuttle at the airport, I have had to carry my own bags on board the shuttle. Then there’s the matter of where we’re going. Somehow, I am always last or next to last. On one visit, a woman without a reservation hijacked the shuttle into taking her to her hotel. Thing is, the driver didn’t know where we were going. So, we were inches from Doral when I was heading to the beach. How does it make sense to put these destinations together? I’ve had to use my phone for GPS in the shuttle because the driver was confused. On my last trip, I used my Unilocal app to direct the driver to the location the out-​of-​town riders were searching. If I’m doing work, I want a paycheck, Do better, American Shuttle. When it’s good, it’s pleasant. When it’s bad, it’s excruciating. This shuttle service is in dire need of consistency in driving staff, better training for the driving staff (for instance only assigning drivers to a certain part of town they know well; carrying customers’ bags), better decision-​making when it comes to who to put on which shuttle, and more professionalism at the kiosk (proper greetings, professional behavior, helpful attitudes). Since going to the airport is always smooth sailing, if the AS people could get their act together from the airport, we’d have something special. Get it together, AS.

What happened to Super Shuttle? Don’t go with American!!!
On the night of July 4, 2012 I had my first experience with American Shuttle at MIA, and it was a HUGE disappointment. I have always used Super Shuttle and was surprised to find that American Shuttle had replaced them at MIA when I arrived from London that evening.
The first kiosk I approached outside I found the attendant on her cell phone ordering pizza. She wasn’t even polite enough to ask me to wait a minute. She ignored me for several minutes until I decided to walk to the next kiosk. Here the attendant was polite, charged my credit card, and got me in a van very quickly. There was already 1 passenger waiting in there going to Biscayne and 50^th Street, We picked up 2 additional passengers, 1 for South Beach (like me) and 1 for Key Biscayne.
As we headed north to 50^th Street, the driver and Key Biscayne passenger conversing in Spanish, the driver asked me if I would mind going to Key Biscayne next and South Beach last (not the usual order). I politely objected as I paid for service that I anticipated in a certain order. I explained that I would have taken a taxi if my return would be delayed and that perhaps this passenger should have taken a taxi if she wanted special service.
The driver agreed to follow the normal route but went on to discuss with Key Biscayne passenger, in Spanish, how rude and disrespectful the young people are and apologized that he would have to go to South Beach first. When the driver addressed me again, closer to my destination, I replied in Spanish. When I got out I told him he should be careful what he says in front of customers because 1) I speak English, Spanish, and Portuguese, 2) although I appreciate him referring to me as «young», I am a 43 year old professional and his comments were disrespectful. At this time he apologized, but the damage was already done.
This is horrible customer service that reflects on American Shuttle and Miami as a whole to arriving residents and tourists.
I was so disappointed that I am considering reporting this complain with Miami-​Dade.

If I could do no stars I would.
Was approached by them at the airport and stated they were cheaper than a taxi; this part is true, if you don’t consider the fact that you are in a shuttle and have other stops which USUALLY is ok. I paid and the attendant told me to wait to the side. A van approached and I asked if this was my shuttle, and the attendant replied no. The driver stepped out, spoke to the attendant, and the attendant reported to me that it was my shuttle. I found it odd but what the hell.
There was a total of three stops including mine so I didn’t think it would be too bad. The first stop, the driver literally drove around the hotel side round-​about four times looking for the front entrance. I figured after the first go around it was obvious the entrance wasn’t there, but no, he tried three more times. Eventually, he dropped the passenger off on the side entrance. Now keep in mind this first stop was 4 miles west of Miami Beach, which was my destination. The second passenger was next and was staying at the Continental, but on 87^th Street. The driver acknowledged and said he was the next destination. As I was curious to how far 87^th St was, I look on my Google map app it was literally 8 miles west of Miami Airport, which meant backtracking the whole way and going WAY out of the way, including going in traffic. Now this is not my way of saving a few bucks by waiting two hours to get to my destination. So as I was frantically looking around for a hotel to be dropped off at so I can just take a taxi since I didn’t want to go any further away from my hotel. Luckily (per say), the driver stops at the Intercontinental, but THE WRONG ONE. Well the wrong one for the second passenger but lucky for me so I can get a taxi. So the second passenger is definitely not a satisfied customer. So I get dropped off. I ask the driver if I can see the receipt he has to ensure there isn’t an added gratuity. The driver refused to let me see the receipt and was stating «I won’t take your money. Don’t worry about it. Here, I will pay for it and place $ 0 in the total.» And he drove off.
I later called the number on the business card. I calmly gave a brief description of my problem and asked to speak to a manager or a complaint manager. The person on the phone seemed to be already informed of my situation and took down my «brief complaint», name and number and was told the manager would call me the next day. Next day comes and no call. I call at 3PM EDT and the manager stepped out. How lovely. I leave my name and number again. 430PM EDT comes and I call again. Managers are gone for the day. I ask the person to see if my complaints are sent in and they supposedly have. So maybe the manager is «too busy». Needless to say all my years as a customer service rep and now a manager, I know customers should get priority.
Well to end my little rambling streak, I will never use this company and forewarn my industry folks (who travels 100% of the time) to never use this company as well. I was calm and professional the whole time and it seems like I cannot get the same treatment back from the staff. I would rather pay the extra $ 20 and get a taxi next time in Miami.

This is my first visit to Miami and I did not reserve transportation before arrival. Someone at airport directed me to the shuttle. They were prompt and dropped us off at hotel without any issues. There were others on the van with us and they seemed ok as well. So when it was time to leave I called them to make return reservation. There was a small wait to speak with someone but it was rather quick n easy to make reservation. The shuttle arrived as scheduled and we were at airport in plenty to time to catch flight. Driver was professional and very nice. I would use them again on my next visit to Miami

Great service, for a company thats less than 6 months old its very useful. What alot of people on here making these bad reviews aren’t realizing is that this company is a SHARED RIDE SYSTEM. Basically meaning if you make a reservation, it’s just like making a reservation at a restaurant, it garauntees you a meal but NOT at the given time you make it. How many of you people actually make a reservation at a restaurant and they sit you at the exact time you make it??? Hardly ever the case. Unless you pay for an EXCLUSIVE shuttle, which basically means that you pay extra not to go through these heartaches. So basically you get what you pay for, and I will take a $ 15 prepaid ride to South Beach over a $ 30 some odd cab ride that DOESN’T include tip. You people make me laugh with your high expectations for a measly $ 15-​$ 20. This is the NON BIASED TRUTH and you know it.

Wow, incompetency of the sort where I give the name and address of where I’m going and they still get it wrong is impressive. The two girls checking me in we’re having more fun talking to each other and using swear words (which I don’t
mind, but seems unprofessional) and they get my address wrong by 100 blocks. The driver was very nice though. Next time I’ll take a cab or even the bus!

I am going to give these guys made up names because:
a. I don’t know their real ones; and
b. This review is confusing without then
So I am walking out of the Miami airport and am accosted by a guy (Pushy Paul) asking me if I need a ride — when I ask him how much to my hotel and how long a wait — he says «oh, you’re lucky we have people going in that direction» and says it will be about 5 minutes. He then asks me for my zip code — um you just said you had people going in my direction? Anyhow, he goes and asks another guy (Slow Steven) and after about 3 of my 5 minutes have passed says 15 dollars. I then wait an additional 5 minutes for the guy in front of me to finish paying (sign said 36, and they were trying to make him pay 42-​). After an act of god Slow Steven finally went old school and hand wrote the receipt for 36. So then my turn FINALLY comes up — I’m about to pay (12 dollars instead of 15) and a new guy (we’ll call him Bossy Barry) comes up and starts arguing with one of the other drivers (Lucky Larry) saying Lucky Larry jumped the line. 1. Unprofessional; 2. — it had now been 20 minutes.
They finally settle that up and I finally pay and lo and behold I am THE ONLY one going in that direction despite what Pushy Paul said. At this point there are about 5 people wearing American Shuttle badged talking on their phones but its mass chaos — vans coming and going, but no one in them! (now you know why I had to give everyone made up names…
I ask (again) and am told that my EXCLUSIVE van is coming (again)
So the van shows up with Lucky Larry and Bossy Barry in the front — apparently they drove around the airport and made friends again. I get in (note — its been 35 minutes at this point) and am ready to go when one Bossy Barry spots an easy mark — family with baby. Shocker! They are going my way! They negotiate for about five minutes (they have to be dropped off first cause of the baby — hey, I get that, but in this American Shuttle world of 18 chiefs and no indians — he didn’t know:
A) how long I had been waiting; and
B) that I was told my van would be exclusive (note — I did not pay nor was promised this, just what they told me))
But its not the family or the baby’s fault and I am glad they got her to bed. Just wish it could have been in another van.
There were countless times throughout this process when I almost asked for my money back, but I always stopped because I was worried that would take another 45 minutes.
Ok — this was SO bad I really cannot give more than one star BUT I do want to acknowledge:
1. Super nice driver; and
2. I heard they had just been open a week so this may have been growing pains…
BUT — be forewarned:
1. They will accost you as you exit the terminal.
2. Say no and exit the area quickly — do not engage! If you do they will hard sell you so much that you will just aqueous so they’ll leave you alone
3. Do not expect lines or any semblance of organization