I would never use this company again
I would never use this company again. They did not stick to my requested pick up time that was confirmed on a $130 trip to the airport. I requested a 9am pickup which would give us plenty of time to get through baggage check and TSA without stress and give us time to eat lunch at the airport since we didn't eat breakfast. The night before, the owner Paulette leaves me a voice mail and text that she would be picking us up 10am to 10:15. She said she has another ride and can't drop us off at the 9am time that the company had already confirmed they could accomodate. She would not grant us the agreed pickup time of 9am and insists she is giving us more time than we need to get to our flight. She drops us off at the airport and we enter to find a long line at baggage and again a long line at TSA. We arrived at the gate at the final call for boarding. We nearly missed our flight due to this carelessness which would have resulted in a big expense for forfeiting our tickets and having to buy last minute tickets. The owner chose to prioritize taking on another trip over keeping our agreed pickup time. When an airport trip is involved there is nothing more important than timing. The owner also stated in the voice mail that there is a required cash tip of $25 due to her at dropoff but $20 is ok. This is unprofessional and no you can't require a tip. Tips are based on the quality of service delivered. AZ shuttle select puts greed ahead of service.
By Nick
Response from AZ Shuttle Select of Phoenix· Mar 6, 2023
Nick, Let me first say we are very glad you Did not missed your flight & was able to get your family home safetly. Secondly anyone who knows the Phoenix Mesa-Gateway airport knows its a very tiny airport & often very low lines so being dropped off with 1hr & 50 mins prior to departure with low almost empty lines is more than enough time to get their flight without stress. Mesa-Gateway airport is very good at doing last minute calls allowing customers major opportunities not to miss flights so even though you experience a little stress the focus is you were able to get your flight & get home. I'm shucked of the false accusation, insults & profanities this client texted me 2 days later after being dropped off at the airport & now this dishonest review. A completely different person than the respectably family man that was happy, chatty & laughing on the drive to the airport even singing some disney toons I played for his kids in the shuttle. We were fully booked with others PRIOR to him booking a private shuttle for 4 people going over 1hr drive away from the airport. He did request a return trip with pickup time of 9am NOT A 9am drop off time. Get your story correct Nick. In reviewing there were others already booked at the time he wanted so I called & told him we had others booked prior at that time & could not accommodate him for so early pickup. We could get him closer to 9:45 -10am that would get him to the airport by 11am 2hrs prior to departure & he agreed to that time. I was his driver & arrived in the area by 9:50am & got to his bldg at 10:02am and waited 8mins for his family of 4 to come out & load their luggages in the van to leave. We drove nonstop to Mesa-Gateway airport & got there 11:07am 1hr & 45 minutes prior to his flight departing at 12:51 pm. I distinctly remember showing him the almost empty checkin lines as you can see it from the drop off point due to the small airport. Same for the TSA line. The bottom line THEY DID NOT MISS THEIR FLIGHT & WAS DROPOFF TIMELY. Travel can be stressful even with advance planning and we should not be blamed for TSA delays. As per our company policy on our website we clearly state our responsibility is to drop customers off between 1hr & 40 mins - 2hrs prior to their departure time for domestic travel & 3hrs for international. If we can accommodate early pickup we often do. This client purchased a PRIVATE Shuttle for his family of 4 people that cost $160 but to assist his family we discounted the shuttle to $130 and removed the required 20% $24.00 gratuity & told him to simply give the driver $20 instead as they won't mind. He felt becos I was his driver & could not accomodate a 9am pickup he did not need to pay the required gratuity. Yet I'm accused of being greedy. Hmmm?? It's truely disheartening when we go above & beyond to help folks who repays our efforts with deceiful & dishonest reviews. Have a great day & safe travels Nick.