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  • Terrible execution and terrible experience. Will never use again. The details: I booked a 2:30 shuttle from Phoenix to Tucson on 1/31/18. I checked in with the attendant at 1:50 and she told me to take a seat in the baggage claim area and she would walk all the passengers out when the shuttle arrived. Having looked at my booking instructions email, I said, "I should come back around 2:20, right?" and she responded, "No, the shuttle won't arrive until 2:30, come then and you'll be fine." The baggage claim area was very crowded so I found a seat around the corner and started doing some work. I came back at 2:25 and the SHUTTLE HAD ALREADY LEFT WITHOUT ME. I found the young woman who had checked me in and she informed me that the shuttle had left early and she would call the driver to get him to turn around. She reached the driver, who was still at the airport, and he refused to turn around. So not only had she checked me in -- so she knew I was in the airport and booked on the 2:30 -- but I TRIED to arrive early and she told me that wasn't necessary. I was forced to sit in the Phoenix baggage claim for another full hour and missed plans I had with my parents in Tucson. I received a call from customer service and they informed me that their company policy is the driver must turn around for passengers if he's still at the airport -- and remember, I was early, not late -- and this driver didn't follow protocol. I told them that did me very little good. They also said the attendant should've called dispatch instead of the driver directly, which she didn't do. Also of no use to me. A spectacular failure from start to finish. Not only was everyone involved unhelpful, they actually were detrimental to me making my shuttle. Very disappointing.
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