Airport Shuttle

My experience with Elk Grove Airporter is unsatisfactory. My United flight was canceled. I contacted Elk Grove immediately. They would not refund my fee Nor would they give me an option to use ride on a different day or different time. Flights get cancelled. It's beyond everyone's control. If I could of at least used my ride on a different day...I feel that would have been fair. But to be charged without receiving service, I don't feel that is right. I don't recommend them. ----- Update after owner's response: Thank you for your response. I am fully aware of your cancellation policy. And, if my situation was just me changing my mind on the flight, I would have never written my review. Your cancellation policy doesn't specifically state anything about cancelled flights, medical emergencies, or anything else usually beyond a customer's control. Usually a flight cancellation made by an airline doesn't come 24 hours in advance, it comes the day of and usually just an hour or less in advance. In this case, we were notified of the cancelled flight the morning of and then we called your company immediately. Your driver hadn't shown up yet. You have every right to restate your cancellation policy and stand behind that. But, as a customer, I'm looking for a company that will take care of me when something unexpected happens. One of the points I was trying to make in my review was that I didn't feel your company really cared about my situation and didn't try to resolve my concern. A cancelled flight or some possible family emergency is stressful and I hope others can understand and try to be as accommodating as possible. I wasn't demanding a refund but an opportunity to use your service at a later time would have been a nice gesture or even a discount on a future ride. I've experienced poor customer service at stressful times and I've experienced great customer service during other stressful times. I can understand much about a company in how they respond to a concern. Are they defensive or do they try and really resolve a concern? When I read reviews online and see a customer with a negative experience, I always read how the company responds... Do they try and say the customer was wrong for feeling the way they do because of this or that or do they maybe ask for the person to contact them so they can help resolve the concern. Of the times that I've had great customer service, I've given those companies repeat business 10 fold by going back to them repeatedly and by referring friends and family. I know that you are running a business, but I promise you, when you take care of your customers when something unexpected happens, you will see future returns from those people. Now, as I read through your response, I feel that you have validated my opinion about your company and my experience with you. You haven't tried to offer me a great customer experience for my first time using your company. You have made sure to state your policies again and again in a very defensive manner. And as your policy states, you have every right and justification to do that. But, I prefer to do business with a company that might be more accommodating and understanding when something unexpected happens. And, I will go back to do business with a company like that over and over again.

Our experience on July 06,2019, supposedly our pick up day from SFO airport back to ELk Grove was UNFORGETTABLY DEVASTATING!!! We arrived early from our long 13 hrs flight, so,we called the Elk Grove Airporter we are waiting to be picked up ,and we were advised to go to the Courtyard A, since that is the pick up site for airporter passengers. To our DISMAY! We found out from the driver that his manager sent him to us with just 1 mini van. We asked the driver, why didn't his manager send him a bigger ride for us, since they have our information in their records that we paid for 5 passengers with 2 luggage each and excluding our hand carry bags coming back. The driver said, " that's what my manager told me to use to come and pick you up, but I know you guys,I gave you a ride coming here."We asked him to call his manager and inform him that we all can't fit in ,as well as our luggage. After their conversation, the driver told us that his manager told him, " that's all we can have." So, we said THIS IS NOT RIGHT!!! I told the driver, let me talk to your manager. While talking to the manager, I asked him, you have our information that we paid for 5 passengers with 2 luggage each for pick up today ,right? and there should be no difference of the ride you gave us going to SFO AIRPORT and COMING BACK HOME TO ELK GROVE today...so he said, "yes." " I miss looked at it without apologies from him because you were delayed on your flight, so I didn't see it" I responded to him, the delay on our flight is beyond our control because that is PAL's PROTOCOL and we didn't want to have delays on our flight too. But that isn't the issue because we called and notified your office right after we found out about our flight delay 4days in advance. The unexpected change of our flight schedule should NOT change the product and services we paid for. And so I asked him, "what is your resolution to this situation now?" He told me, "let me talk to my driver." I gave the phone to his driver. During their phone conversation for almost 5 mins without letting us know what's their plan, we noticed that the poor driver is struggling to talk to the SFO airport Security Officer. I asked the driver, what's the plan?" The driver told us that his manager advised him to talk to the SFO AIRPORT SECURITY OFFICER and asked if okay for them to leave some of our luggage with one of my family members to stay until he comes back later in the afternoon for pick up after picking up their other scheduled passengers at 5pm , while the rest of us with other luggage can go home first. What a very UNREASONABLE DECISION from that manager !!! I told the driver,NO ! We don't agree to that plan! I told him again, let me talk to your manager. I told the manager, we do not agree to your plan! That's a very POOR JUDGEMENT AND REALLY NOT A GOOD CUSTOMER SERVICE, WE ARE NOT HAPPY! And he still insist on the plan,instead of providing another ride for us so we all could be accommodated and go home. He didn't realize that we all came from a long 13 hrs flight, so exhausted and the only goal in our mind is to be able to get home ASAP and have some rest. We were all FRUSTRATED and MAD! We can't stand that HEARTLESS DECISION OF THAT MANAGER, I decided to cancel our business with them, and told the manager to reimburse our payment to them ASAP! The manager replied, "okay, we'll reimburse your money." That manager really turned that day for us into as very NEGATIVE EXPERIENCE!!! I'd not encountered such kind of attitude from a manager. NO APOLOGIES HEARD FROM HIM, NO OTHER BETTER PLAN OFFERED! VERY INCONSIDERATE OF THE FEELINGS OF CUSTOMERS WITH THEIR EXPECTATIONS! I'm not exaggerating things, i'm just writing what exactly happened and how frustrated we felt on that very tiring day. Lesson learned! We have to ride 2 Uber rides to get home and paid $518 excluding tips.

This is a wonderful service. Great communication from my driver. He was brilliant. Polite and friendly.. made my day after a long flight. Great to be able to relax and enjoy my trip without the headaches of traffic and rental car agencies. Highly recommend. Thanks!

I've used Elk Grove Airporter twice in the last five months to travel from SFO to metropolitan Sacramento. On both occasions the ride and service provided has been great. I would definitely recommend their shuttle service.

This company is a scam its not our fault that our flight has been delayed we arrived late. They don’t want to refund us the money that we pay..!! I will not recommend this kind of transportation just go to rent a car much better. SCAMMERS.!!!

I rarely post negative reviews and hate to do this, but absolutely horrible service! Do not use them. Will not pick up phone calls and will instead curse you out over email and text if you contact them more than once to confirm arrangements. The manager has absolutely no idea how to run a company or treat people. Short review, but hope this persuades you to look somewhere else.

i want to gave no star if i can!!! i have a reseration at 10 AM. but no one to pick me up. i wait around 2 hours. i keep calling the office phone number. but that person just take my first call, and i cant call in anymore. i called like 50 times. no one answer my phone call. i look like a stupid sat on the pick up location. final i took a taxi to go home. i speed 300 dollars to sacramento. i wrote this review just lets everyone know what happen on me. and i dont want to be next person is you

I commend our driver assigned on 6/12/19 from Elk Grove to SFO airport and the ride provided to us was commodious.

Do not try to make reservations with this company. They are not honoring them. It is the first time I experience this with a shuttle company. Unacceptable.

We've used them several times and had no issue that I can mention as a concern.