My fiance and I had a pre-paid reservation for a shuttle to the airport for an early morning flight. Driver arrived 20 minutes early, and as we were trying to check out and come downstairs to meet him, he had already left. We talked to customer service on the phone, and they said there was nothing they could do, and hung up on us. We lost the money spent for the reservation, and had to find alternative transport. I have used Super Shuttle and have never had a problem until now. I realize that things happen, but I will not use Super Shuttle in Las Vegas again, as I am more than disappointed with their customer service!!