I am sure that what I have described is an isolated incident - if not, there would be other similar reports posted, and Super Shuttle would likely not still be in business. It surely would not get the positive reviews that it does here on the DIS (the reason we chose it). I, too am sometimes skeptical of reports of bad experiences posted on websites and may not have believed this one if I hadn't experienced it myself. At least it did nothing to ruin an otherwise fantastic trip to TDL and DLR. If anything, it has provided material for a running family joke since we got back - on any trip, the driver now asks passengers for $$$ if they want to see their destination. It has been frustrating trying to get a response from SS, but I have continued for a couple of reasons. First, I find it unacceptable for a company like SS to post a phone # inside their vans for passengers to call if they have issues, and then fail to respond at all when they are reported. Secondly, most of the incidents I described are more than just annoying - they are passenger safety issues. SS needs to be made aware of them and get this driver off the road before a more serious incident occurs.
I have posted a detailed description of what happened in the "Contact Us" section of their website. I wouldn't expect a response over the holiday weekend, but will let you know what I hear whenever they respond.
In October of 2009 we had booked Super Shuttle (private van) at a reduced rate when I phoned it to book the shuttle - upon showing the van driver our prepaid voucher, he said no, that the price was paid wasn't for private, and he could take us if we gave him more money. I said that it certainly states on my receipt that I had prepaid for a private shuttle. I had also confirmed with the staff on the phone a couple of days prior to our trip, confirming both the special price, and the fact that it was a private van.
Because of my insistence to not pay more, nor were we moving anywhere, he got the super shuttle dispatcher over to our van, and told them we needed to pay more. I explained that it was a pre-paid trip and that it was a private van, and the dispatcher agreed with me and told the driver he'd have to take us, since it was written up that way.
The driver seemed to accept it and we tipped him because we knew he may have lost fares due to the private van issue.
I phoned super shuttle and asked them to write notes for my file to tell the driver for return, that we had prepaid for a private van.
All was well on the return trip.
Since then, we have used Super Shuttle's 'Execucar Xpress' service 4 times (2 return trips) and have been pleased. We did have 2 very motion sick people on the return back to LAX on a busy week day in March 2010, but we are not used to driving in traffic, and likely the stop and start motion of the constant stop and go traffic was what did us in.
Overall, I would strongly recommend super shuttle; though you can't use coupons if you are using the execucar express, for 4 or more passengers it's less expensive than the Disneyland Express bus I believe, and gets you there faster.
