Super Shuttle ONT Airport

I would like to echo the remarks of other reviewers. We had the worst travel day EVER and the no-​show by Super Shuttle at 2 am was the icing on the cake. I made the reservation when we had to be rerouted to Ontario with arrival time of 1:40 am. I pre-​paid and received a confirmation number. Upon landing I followed all the instructions for pick up. Waited, and waited… and waited. Finally a taxi driver saw us standing at the curb after making several rounds and stopped to tell us that Super Shuttle NEVER picks people up after midnight. He said we would be waiting until at least 5 am for someone to show up. Thinking he might just be trying to take advantage of a couple of weary travelers, I called Super Shuttle to tell them we were waiting and to please send someone quickly. They responded that someone would be there in 20 – 30 minutes. We waited the 30 minutes and then took the taxi. I have requested a refund and will post my results when I hear back from them supposedly in the next 48 hours.

Had a RESERVATION confirmed over two weeks ago, and I had to wait over an hour and a half because they «didn’t have any shuttles in the area». Nice company worker on site, but the transportation and management component appears lacking.

I will never ever use this shuttle service again. Three travelers including me were abandoned at the airport. All 3 had prepaid yet no shuttle was available. What is the point of a reservation? And prepayment. Obviously they do not value their customers… who will soon rely strictly on Lyft and Über.

What a disapointment. You pay for a service that they have no intentions of providing. The company spokesman actually laughed at my predicament. Don’t be fooled by their occassional success. They will disapoint you when you need them the most. This a company run by people who are bottom feeders. They have failed at every level in life and the only opportunity left for them is to work at Supershutttle where they can continue to cause misery and disapointment. They give high school dropouts a bad name!
Bypass these losers and use über. If your at Ontario just take the shuttle to a nearby hotel and call them from there.

I have used their service on 5 separate occasions and was not picked up on 3 of these!
Incident 1: Arrival at LAX on 8÷17÷2015
I had a confirmed reservation for my American Airlines flight 1092 to be picked up at LAX (11:04pm). Upon my arrival, I contacted the dispatcher on the ground, who told me they wouldn’t be able to honor the reservation, as there wouldn’t be any van available and no contacted driver wanted to take me. His recommendation was for me to take a cab and pay for it myself. I then escalated the matter to the callcenter supervisor, who arranged a van with 5 other parties that picked me up at LAX 80 minutes later. It took me an additional 3h and 40minutes to make it back home to Riverside.
Incident 2: Arrival at ONT on 12/​20/​2015
I had a confirmed reservation for United Airlines flight 5422 to be picked up at ONT (12:30am). Upon arrival, I contacted the phone dispatcher, who told me they wouldn’t be able to honor the reservation, as they expected me an hour earlier (despite me having email proof to the contrary). Her only recommendation was for me to take a cab and escalate the matter to the customer service department, asking for a refund and the fare difference between the Supershuttle fare and the cab fare.
Incident 3: Pickup to ONT on 3÷17÷2016
I had a confirmed reservation to be picked up at home between 5:20pm and 5:35pm. Since the driver did not contact me (neither by text, voice call, or by ringing the door bell), I called Supershuttle 3 minutes past the pickup window, i.e., at 5:38pm, only to found out that the driver had been in front of my house at 5:28pm and had since left. The agent told me that my only option would be to hire a private cab service as the driver could not go back and pick me up. I escalated the matter to the callcenter supervisor Bob, who told me that my phone number was listed as «international,» although my email confirmation (attached to this email) clearly states a standard US number. Finally, the agent indicates that the driver had no obligation to contact me. This was clearly not communicated in the email confirmation that I had received after making my booking. That message stressed that I would NOT be required to take additional action and that all I needed to do would be to be «ready» at the beginning of the pickup window, which I was! No mentioning of having to wait on the curb, which I have also never witnessed other passengers do on my previous trips with Supershuttle.
So, in sum, my experiences point to systematic service failure by Supershuttle. This company does not care about their customers and I do hope that Über/​Lyft will drive them out of the market place, hopefully sooner than later!

If I could give less than zero stars I surely would. Driver fell asleep on the way in, on the way back took over six hours. Flight arrived at seven, got home at 2am. Normal driving time from LAX to my house is 1 hour. Even with the van full driver still circled back for more people causing another half hour delay. I complained to the company but received no response. Will never use super shuttle again.

Absolute horror. Same as other reviewers. Supershuttle is a complete failure of service at Ontario Airport. We are sitting here stranded in the middle of the night with two small children, as Supershuttle is unable to fulfill a prepaid reservation made days ago. If you read this, avoid the pain and do not book with them.

I’m simply sick for not having read the reviews of SS before booking (and paying) for a late transfer to Palm Springs from ONT. Long story short, I was stranded, missed my opportunity to rent a car and was left taking a $ 200+ taxi ride. I’ve been told by SS that the ride will promptly be refunded, but I’m not holding my breath. What a mistake – please learn from mine!

They got me to the airport on time so I could make my flight. I’m sure they have their problems but they got the job done.

They were supposed to cancel my trip and give me a refund after a long wait and taking a cab home. They never follow though the process. Now I am dealing with the customer service to get the refund. The customer service person also told me that there is no note, comment, or nothing on my conformation page??? NO MORE SUPER SHUTTLE for me…

I will not echo the facts others have already posted about a van not being able to take them from the airport. I had been impressed with the service when they picked me up from my home with text message notification of van number assigned to pick me up along with a link that tracked the van en-​route to me. I was very disappointed on my return though. I was told that my reservation couldn’t be fulfilled because of lack of available vans and money was refunded. My taxi driver mentioned he has seen the situation repeatedly occur on late night flights. I wouldn’t recommend for pick ups from the airport.

Worst company ever!!! Do not book with them especially if you are getting in late.
DCA to Phoenix flight delayed & missed my connector. Spend night in Phoenix for $ 40 or continue on to Ontario and catch a Super Shuttle from Ontario to Anaheim. Super Shuttle told me that I’m arriving during after hours and that I might have to wait about 40 minutes, but I can just add on when I get there. I told the woman, let me be clear with you. I’m changing my flight to fly into Ontario only if you tell me I’ve got a ride. You can’t make a reservation for me but I can definitely get a shuttle when I get there. She told me absolutely so I changed my flight.
I get there & find the podium lady is about to leave. She said she’s got not shuttles, that there’s 1 reservation at 1 am (in 35 minutes) and that they weren’t going to have a van. Good luck & use the taxi driver that’s going to charge double.

I would give them ZERO stars if I could… absolutely, ridiculously terrible.
My employer made a reservation for me as I live an hour from Ontario airport. My reservation was made a month in advance and prepaid. One would think this would mean that I could count on having service… a person pays, a person gets something in return.
NOT!
I checked in when my plane landed at 5:12. I was not assigned to a vehicle until 6:27. I had to call SuperShuttle and wait to talk to a supervisor for 18 minutes before I was assigned. I was not picked up until 6:50.
I WAITED ALMOST 2 HOURS FOR MY VAN. TOTALLY UNACCEPTABLE!
I spoke to the agent at the airport, who called the van dispatcher, who did not call her back. No communication as to when I could expect to be picked up, if at all – I was offered a refund twice. BUT HOW WOULD I GET HOME??? Hello, is this a shuttle service???
I finally got some information when I called (and waited 18 minutes) and spoke to a supervisor. I learned that SuperShuttle provides service through individual franchisees, who can decline any rides they want. Rides are not organized/​reserved, even with advance reservations. You get whoever is available when you arrive. No driver available? No problem! SuperShuttle will refund your money and LEAVE YOU STRANDED.
DON’T DO IT.

Please do not waste your time or money. You prepay for a round trip but when you return you are told that there is no ETA for your shuttle. Use Bell Cab

I reserved a shuttle from the airport to my house 3 days in advance. When I got to Ontario Airport, the shuttle was not there. Ended up waiting for over an hour. Totally messed up my dinner plans with the family. The attendant was nice and it was not her fault but I will never use SuperShuttle ever again. I should’ve looked in Unilocal before I gave them my business. BEWARE and STAY AWAY from SuperShuttle.

If I could give them negative stars, I would absolutely do it. We had a prepaid reservation and came in on time. We came to the shuttle and the driver was sleeping in the van. They said it would be fifteen minutes even though he was just right in front of us sleeping! The van filled up but the driver decided to stop and get off to start talking to a whole new group of people. We all sat in the hot can while he was just talking to everyone else. We will NEVER use «Super Shuttle» again.

Our driver was at the airport when we landed and proceeded to go to the place we needed to go. Since we were going to a university he didn’t know exactly where to go. He told us to get out of the car and to find where we needed to be our own. Don’t use this service. They are rude and they didn’t care that we were teenage girls walking around on the street alone. The driver was extremely ruse and yelled at us when we were trying to tell him where to go. This shuttle service is terrible.

SUPER SHUTTLE = SUPER SCAM… AVOID!!!
Nothing but lies and phone games for a prepaid reservation. Left me and my family sitting on a curb stating they had no vans. Inexcusable level of service for a company that is supposed to specialize in transportation. Never have I been left stranded, they are crooks and should be put out of business.
Had to pay over $ 130 in cab fare to cover their lies, WILL NEVER USE AGAIN.

The worst! I had reservations weeks in advance and when I called to check my shuttle they said there were no drivers for me in the area and one would be coming from lax. I waited at the airport until well after 1am. Nobody even apologized for the horrific service. I will never be using super shuttle again and I hope others see this review before booking through them in the future.

I will NEVER use Super Shuttle at Ontario again! Service was horrible. The attendant couldn’t find our driver despite having our reservations and tip! Kept us waiting 20 excruciating minutes at 11p at night. Then the driver got lost and almost killed us on the 10fwy. I will be taking Primetime. Super Shuttle can suck it!!!