To whom it may concern,
On Tuesday, April 16th. 2018 around 03:00 pm (15:00) we had
a group of 7 guests standing at LAX Terminal 3, pillar 3C trying to locate
the SuperShuttle coordinator. As per the guests, it was no coordinator on site, nor a SuperShuttle stand, as, in the past it was. Now, we understand that LAX is going through a major remodulation, and things may bi shift around in short notice. We contact SuperShuttle LAX dispatch for assistance, and they transferred us to Burbank SuperShuttle, and a young lady answers the phone and we explain to her our situation (at least we try), and instead of her listening to our concerns, as any normal/professional individual would do, so wouldn't jump into conclusions, she started reading a transcript of directions how to get to the boarding area at Terminal 3.
And again, we try to let her know, that the guest was at boarding area (Pillar 3C) but wasn't any indication of a SuperShuttle, she got upset and transferred the phone to her supervisor, David, that was even more unprofessional that she was, and instead assisting us in getting these guests on board (they were waiting for over 45 minutes now) as soonest possible, we were trying to talk with my boss. Due to the fact that we do a great amount of business with SuperShuttle Burbank (let us see for how long more), we asked to talk with Albert, as we worked with him before with group transfers, and he always was professional and helpful; David, your so-called "Manager" said that he was Albert boss, and we had to talk with him. At this point, we had no choice and canceled the service.
A little piece of advice; the transportation industry, such a taxis, and shuttle companies are losing market share at all airports, and non-airports locations across the country and the world. In the Los Angeles area alone, Taxis and Shuttle operators have lost over 40% of their market. Based on the last Los Angeles Chamber of Commerce, the taxis have recuperated a portion of the lost market, and the reason has to do with improved customer service. If SuperShuttle continues to go in the opposite direction, and treat loyal customers, and travel in general in such unprofessional manners, not only David, the so-called "I'm the Boss" will be on the curbside looking for another job. David, and the young lady, they can only handle a "job" with a "guaranteed"pay-check at the end of their day; however, they cannot handle "work" what requires (1) been professional, (2) intelligent, (3) how to handle pressure, (4) handle travelers, (5) leadership, and most important, (6) handle a minor situation so we all go back to work, and everybody got what they need (not what they wanted): The travelers got on their way to their hotel and start enjoying their vacation, and SuperShuttle staff go back to assist other travelers accomplishing the same.
17 April 19