Sara writes in about a horrible experience she had last week with the Manhattan franchise of the airport van service, SuperShuttle. The driver arrived early and yelled at her for not being downstairs. He was surly with her and the other passengers. He frequently parked illegally and was given a ticket by the police.

Arriving at the airport, she exited the van, no doubt relieved to be off the hell-train and eager to make her plane that was leaving in 30 minutes. However, the ride’s discomfort proved only the appetizer for the shock that greeted her when opened the back door to retrieve her luggage…

Here’s the letter of complaint she mailed to SuperShuttle:

“April 4, 2006

SuperShuttle Manhattan
52-15 11th Street
Long Island City, NY 11101

Re: Refund for FedEx Shipping Fee, Complaint # XXXXX

Dear Customer Service Manager,

I had arranged and pe-paid for a SuperShuttle trip this past month. My ride was scheduled to pick me up on 3/22/2006 at 3:00 PM. My credit card was billed accordingly.

My experience from start to finish was absolutely horrible. The driver showed up at my office 20 minutes early, and then yelled at me for not being downstairs. He was rude to me and the other passengers, and kept parking illegally and leaving the van during pickups. At one point, he pulled over to pick someone up, and disappeared for 15 minutes! I watched an NYPD officer give him a parking ticket! It was absolutely absurd.

These annoyances are not even the reason I am writing. I am writing because, when the driver dropped me off at the American Airlines terminal, I got out of the van, went around to the back and discovered that one of my pieces of luggage was missing. My flight was leaving in 30 minutes, so I had no choice but to get on the plane. Needless to
say I was extremely distraught. The driver said he would go back and check the terminals where he dropped off the other passengers, and that he would call my cell phone. I never heard from him again. In the meantime, I called SuperShuttle to report my missing luggage, and was given the complaint # XXXXXX.

Just as I was about to board my plane, I received a call from British Airways. My luggage had been found IN THE MIDDLE OF THE ROAD outside the British Airways terminal. As I needed the contents of the luggage for various meetings the next couple of days, British Airways agreed to ship the luggage if I provided them with a FedEx number.

I called on 3/30 to report that the luggage had been found, and to ask for reimbursement for the FedEx fee. The SuperShuttle operator told me the information would be sent to the NY office and that someone would
contact me. I have not heard from anybody.

I am disappointed that, due to the carelessness of your driver, my luggage fell out of the van into the middle of the road. To resolve the problem I require you to reimburse me for the $119.63 FedEx fee I was required to pay (see attached invoice).

I look forward to hearing from you and to a resolution of this problem. Please feel free to contact me at the above address or by phone.

Yours sincerely,

XXXXX XXXXXX”

We suggest that if this letter generates no response, Sara call and complain to the Super Shuttle corporate office at 1-800-BLUE-VAN (258-3826). There’s nothing these franchises fear more than the Sauron eye of the HQ cast down upon them.

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