Reviews

Review Details

• Review fromJoanne N

  Date: 01/11/2024

  1 star
  I booked a return trip from ***************** to *************** with Smart Shuttle. Within a few minutes of getting in the van, I noticed that the seats were extremely uncomfortable. My back and legs started aching and got worse during the 3-3/4 hour ride (yes, that's how long I was in the van). The van was full, and I had someone sitting right next to me. I could not shift my position or change seats. I contacted Smart Shuttle via email the next day to tell them of my experience, inform them I was not taking the return shuttle (I gave them 6 days notice), and requested a refund for the return trip. I did not hear from them. The day before my return trip, they called for flight information. I explained my experience again. They said the ticket was not refundable, regardless of my experience. I did not cancel the service because I did not need transportation - I still needed to figure out how to get home. I cancelled because the van was so uncomfortable. Based on my experience, their 'no refund' company policy is unfair. They were not interested in addressing my experience and that was the end of the conversation.

  Smart Shuttle Line, Inc.

  Date: 01/15/2024

  To whom it may concern: 
  We did provide transportation service for ***********************************. She purchased a non-refundable round-trip ticket on our shared shuttle service.  
  Our company provides two types of services. The first service is our low-fare shared shuttle service which is a service provided for multiple passengers at our scheduled departure times to and from the airport. Our second line of service is our private shuttle service. This service is at an added cost and provides a private shuttle service customized to the needs of the passenger in terms of requested pickup times and locations exclusive only to the customer. 
  Ms. ******************************* elected to ride on our shared shuttle service. The shared shuttle service is provided on a **** E-350 super duty passenger vehicle. The seating provided is standard seating as per **** company seating and we do not exceed any passenger seating limits per vehicle certification limits. Every passenger has standard vehicle seating space and seatbelt use.  
  Since this is a shared shuttle service it also means that passengers share space on the vehicle. In return they can purchase discounted tickets for this type of service. Passengers who need more space and want to ride in more comfort can elect to choose a private service at increased cost. 
  One small detail that Ms. ************************* not provide in her report is the fact that there was a serious accident on Rt. 528 west bound headed to the airport. As a result of this serious accident, the highway was closed, and alternate routes were provided. This caused a lot of traffic in the area and delayed the shuttle by approximately 1 hour and 45 minutes. It normally takes the shuttle about 2 hours to travel from **************** to ******* Intl Airport (***). Unfortunately, this is the reason why it took the shuttle approximately 3 hours and 45 minutes to reach the airport. We understand that this added travel time to the trip may not be the most ideal comfort in a standard seating vehicle but unfortunately, we do not control highway conditions when it comes to accidents or inclement weather.  
  We recommend that if Ms. ******************************* feels like she needs more exclusivity and comfort when traveling, that she books a private shuttle service. Unfortunately, she elected to travel in our shared shuttle service which implies that she is sharing space among other users to pay a significantly lower cost for transportation. 
  In summary, we will not be providing any refunds for Ms. *******************************. We have met our end of the bargain for the service we advertise and the level of service Ms. ******************************* chose when booking her travel plans. Once again, we do not control traffic and other highway delays and we do realize that significant delays on a shared shuttle service may not be ideal to optimum comfort at times.  

  This is proof of the delay that the shuttle had that day:

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  Please if you have any questions do not hesitate to contact us

  Than you.