Hi FT,

I've learned a lot in my years spent lurking, but this is the first time I've actually had a question worth signing up for .

Earlier this week, I ordered a shared SuperShuttle to take me to LAX. It took me much longer than anticipated to pack up all my luggage, and the driver called me a few times to tell me to hurry up and that he had to go. At this point I was expecting he'd just leave without me and that I'd have to take a cab instead, but he waited over half an hour for me to come down and told me I'd "pay him a late fee", which I didn't have a problem with.

When I made it down to the van he told me I owed him $60 in cash, which seemed fair. There was no ATM nearby so I told him I'd get him the money at the airport. When we made it to LAX, he decided I now owed him "$101, and don't forget my tip". I only had about $70 on my debit card (I was leaving the US for the summer) and I couldn't immediately find my credit card, so I said I could do $70 from the ATM and $20 I already had in cash. He said I could give him $80 and then sign my shuttle receipt with a $20 tip, which I agreed to and did.

This is where it gets a bit murky--up to now I'd assumed the late fee was an official SuperShuttle thing. He wouldn't give me a receipt for the cash I handed him, and it was clear he wasn't going to open the back and give me my bags unless I paid up. He was a big guy, and it seemed like I had no choice.

I understand SuperShuttle policy is to leave when the customer doesn't show, but from the calls he got as we were driving ("Yes yes I'm coming!") it appears he took it upon himself to delay the ride and make me pay instead. I understand the $80 in cash I gave him are gone, but I'm wondering if
a. I have a case disputing the additional $20 charge to my card--it felt like highway (freeway?) robbery
b. I should report this to SuperShuttle--while I would've been more than willing to pay an official late fee, it's clear that I was just handing over cash to the driver just so he would release my bags to me.

I hope this isn't too long or unclear, and I'd really appreciate any insight into what I can do

Welcome to FT.

I am surprised you agreed that a $60 charge for thirty minutes of waiting time was fair, that seems very high to me (taxis in my town charge $24/hour, not $120). Perhaps it was more than thirty minutes. Either way, given the model of shared van services, it would have been fair if he had to leave, in accordance with company policy.

I am not sure what you meant by, 'he decided I now owed him $101'. Why did the amount go up? Was he raising the 'waiting fee' or was the $41 for the ride itself?

I would certainly send the company an email. Be honest and clear about what happened and what you were charged. If the driver was doing the right thing, the company will rightly support him. If not, the company should be grateful for the inside story on how their driver operates. I see no risk in sending the email.

Lastly, anybody who says to me 'and don't forget my tip' just ensured he won't be getting one.

Agreed. This guy was extorting you, and I am sure none of the cash will be reported to the company.

When you said "ordered" SuperShuttle do you mean prepaid the transfer? I've used them a few times over the years and FWIW have always had prompt efficient if not wildly personable service but have always prepaid.

At any rate it's semantics and MHO would be to just move on and resolve not to run late next time as that's where all the problems started.

You got off CHEAP for a lesson to teach you to be ready when the Van arrives and/or book it at time you will be ready!
There is NO excuse for having him and other passengers wait, while you got your ==== together! You really owe the others compensation also for the Unfair Disservice they had to endure hoping to get to the Airport with sufficient time time for their purposes! What if they planned to eat a decent meal before boarding on a foodless flight?

Really, the driver should have left you playing house immediately, since there were other passengers booked and waiting, or made the Penalty TWICE the cabfare you would have had to pay in addition to the Shuttle fare!^

You didn't concern yourself with the passengers, who might have withheld tips back because of your tardiness and inconveniences they endured! It would have been nice for the driver to tell each of the others as he picked them up why he was late due to your lack of timing and let them aim their barbs at you. It might have saved him some of their tips and let you stew in your own juices on the hot seat!

In thnking this over, you should really send him a Thank You card for saving your butt and maybe your flight with any additional monies you owe him! ^
That is more responsible then getting info from us or figuring out how to turn him in or trying to get some money back without embarrassing yourself!

Give SuperShuttle a call and let them know. Cash transactions are not always turned in by the drivers and raising the rate like he did could get SuperShuttle a serious fine from the local utility commissions who regulate ground transportation. They probably have no clue he did what he did.

Secondly, anytime you're using a shared ride service, be ready to go. Nothing worse then being in a SuperShuttle trying to make a flight to be delayed by someone who isn't ready. I would have been asking the driver to leave you. It's not right to delay others cause you're not ready.

Thank you!

I didn't think of the $60 in terms of time spent waiting, I just assumed it was an automatic late penalty--steep enough to make sure people learn their lesson, but not outrageous either.

I completely agree that it would've been fair if he'd left without me. I was surprised he waited, but I assumed he knew his itinerary and that his schedule allowed for it.

I'd prepaid the ride, so this was him adding on to his fee. Again, I thought he was quoting official shuttle numbers, and that I'd get an official shuttle receipt.

I prepaid the ride online. I use them regularly and except for a couple of hiccups I've also been very satisfied with them over the years.

Looking back I would've started packing earlier--I would've been ready had it not been for a couple of freak incidents (laptop casing and bag zipper breaking 30 minutes before the ride). Hindsight is 20/20 I'm afraid

Most people plan on being ready when their ride comes--this isn't a lesson I have to learn. My laptop broke at a very inopportune moment, and I wasn't able to make it down on time--these things happen. Again, I was not expecting him to wait for me, and I was fully prepared to forfeit my shuttle booking and make my own way to the airport.

I was very apologetic to the other passengers--I really felt very bad for inconveniencing them so much. We all chatted on the way, and they all comfortably made their check-in times. I doubt they based their decision to tip him based on the van's late arrival (he explained he was late picking them up), especially considering one usually adds one's tip while prepaying online.

It really is commendable of you to stick up for the driver who I'm sure was just trying to do his job, but I felt robbed. He has my $80 and I hope he spends them wisely, but I don't want him pulling this on other people. I'm not sure what to do about the extra $20 charge if it hits; until then I'm going to email SuperShuttle asking for clarification. Thank you to all who've responded thus far!

My mom said if I can't say anything nice, don't say anything at all.

_________________________.

These are all fair points (if a bit harsh ), but none of that changes the fact that the driver's conduct was unacceptable.

+1

In response to the OP's question, yes, it seems that he was extorting you.

Agreed
Nothing bugs me more than someone who feels that their time is so much more valuable than someone else's
I would have demanded he leave and you can figure out when to pack for the next time ...a skill my 16 yo has already mastered

Who leaves their packing until the morning of an international flight when a prepaid ride is on the way???

^

I can assure you that that is not the case.

It's fair to assume that the driver is familiar with company policy, and that he knew what he was doing when he chose to wait. I understand that the drivers are in constant communication with their dispatch.

I do, every time, as I'm sure many others here do. I know what I'm doing and I do it quickly--I was not banking on my computer and bag falling apart. These things happen.

I of course understand that I should not have been late--that being said, I was hoping for people's thoughts on the driver and what to do. No one chooses to be late because it's fun to rush or because the other passengers appreciate the delay.

This. Why order a "shared" shuttle when you can't be on time? Just consider it an idiot tax.

1. Don't use SuperShuttle. They are as bad an operation as exists. They sc*ew their drivers (who are independent contractors) and that leads to a culture of hatred which manifested itself here.

2. OP should have agreed to anything and dealt with it with a SuperShuttle dispatcher on arrival at LAX.

3. Now, it's too late, but OP certainly should send an email to SuperShuttle stating the exact amounts paid.