Complaint / Review
South and East Bay airport shuttle
Missed my flight after 2 hours ride, they refused to bear the cost of rescheduling, even asked to pay for my ride home. Said they do not know what I did at the airport

I am a frequent traveller and I used only this company to get to and from SFO airport for the last 3 years. They were quite good all those ~30 times that I used their services. But I am not using this company anymore. Here is why.

I booked a shuttle for 5:15 am for an 8 am flight from SFO. They called me at 4 am to say that the shuttle will come at 5 am. The shuttle came at 5 am to the place where I live in Sunnyvale, but then it went to Almaden, which is about 30 min drive in the direction opposite to the airport. It took some time to find another passenger and 30 min more to literally come back to Cupertino. Then we went to Stanford to pick up the 3rd passenger. From here we started to move to SFO.

I told to the driver that I am going to miss my flight, which was a connection to an international flight, but there was no any reaction from the driver. Finally he got us to SFO at 7 am, exactly one hour before the flight. Even though I am a Gold member of United, when I came to check in kiosk it was already too late. This is after riding for 2 hours in the van! I spent another hour to get to the agent to make a new itinerary and it took about an hour for the agent to do so.

When I went back to the South and East Bay shuttle to complain and to ask for a free ride back home (my new flight was the next day), they told me that it is not their fault. "One hour before the flight should be enough." When I said that it is obviously not enough since I am here, they said that they do not know what I did at the airport. (Note that I had a large and heavy suitcase with me, so it was not a leisure ride at all!)

I was too tired to continue this useless discussion, so I asked them if they can give me a free ride home. They told me that I have to pay for the ride home even after all these troubles and a missed flight. Can you imagine? They did not even offer an apology!

Their Web-site does not specify the terms of service, so it is up to them to decide if 1 hour or may be 30 min is enough to catch up your flight. They do not bear any responsibility for the missed flight because of their shuttle comes to the airport too late. This is ridiculous and I must be grateful that I missed only one out of 15 flights with them.

I am not using this company anymore - it is unreliable.