Groome Transportation Reviews 57

I made a reservation for two months in advance. My plans changed so I needed to cancel. They refused to give me an advance. No do try to use this company. It's just a scam.

This company sucks! Don't ever expect them to be reasonable. I made a return reservation from the Grand Canyon to the Flagstaff airport without knowing that the river trip I had booked provided transportation back to Flagstaff as part of their package. I cancelled the Groome reservation OVER 1 MONTH in advance of the transportation date. They refused to give me a refund, which I believe is completely unreasonable in this case. Instead they gave me a credit good for 1 year which is completely useless to me since (other than this trip) I will not travel to the destinations they service. It amounts to stealing this money for me and I will NEVER use them again!

The bus was on time at every point. The driver, Troy Brown, was excellent: courteous, informative, kind and extremely helpful; and a very good driver. Altogether, it was as easy a journey from Santa Rosa to SFO as I've ever had.

On one hand you don’t have to drive. On the other hand you do not know who hi are traveling with. For example rn I am on a shuttle with a guy on the phone who is talking directly in my ear. And bonus! He’s fighting with this girlfriend. For an hour before him a woman talked on the phone for an hour. There should be no cell phones on the shuttle it’s so rude. Please make this a rule.

Very disappointed in Groome. I was on time and observing the pickup area. I called the company to get an ETA (phone was never answered). I literally saw the shuttle for Macon pull in do a slow drive through the pick up area, and as I walked outside to meet them they went around a van and drove off. NEVER STOPPED the vehicle. Now I am having to change my appointments due to the fact that the driver failed to pick up customers. Needless to say I’m upset, I’ve used groom maybe 1-2 a month every month in 2024, I will have to look into other shuttle options for 2025.

-bad customer service and job performance :-(

I booked and paid for my son to be picked up from the Atlanta GA airport and transported to the Augusta GA office where he could then take an Uber from that office to his final destination.

My son had been traveling January 1st since 5 am. He arrived to Atlanta at 1:30 pm and his trip was scheduled for 3 pm. He found the Groome Transportation shuttles and spoke to one of the drivers whom I later found out worked for the Columbus office. He showed her his phone with his itinerary on it and she told him he was in the right place and to get on the shuttle. So he did.

He was conversing with the others on the shuttle and realized he was being driven to Columbus. This is all new for him and seeing as he spoke to your driver he assumed this was normal and she would then be driving him to Augusta right after that. During their stop in Columbus GA at Fort Moore your driver got into an argument with another soldier on the shuttle due to having forgotten one of their bags on the sidewalk at the airport.

After the other soldiers were dropped off my son asked your driver what time he could expect to arrive in Augusta, she told him she wasn't supposed to take him to Augusta. He said yes, that is what my reservation shows and she said she had him mistaken for someone else and checked him in under someone else's name completely.

I called the office in Augusta and spoke to someone (Latasha) she said that she would have him on the first bus BACK to Atlanta that she could. Once he was on that bus his arrival back to Atlanta was 7 pm. Your employee (Latasha) told me and my son both that she "might" be able to get him on another shuttle at 11 pm or 12 am but they were both full so she was "trying to work something out".

My son is a service member who was due to be back to the base prior to 11:59 pm or he could be counted as AWOL which could result in him being chaptered out of the military. He is an 18 year old kid, he showed her his itinerary and she told him it was right and to get on the shuttle! So he did!

Their employee Latasha told me she would issue me a refund and I paid for my son to take an Uber rather than risk him being late. Today, Jan 7th I called due to not seeing a refund pending and was told by a very rude employee who stated she was the operations manager for the Augusta office that she would not be giving me a refund.

Terrible company! Scary Business Practices.

Worst company ever! They charged my creditcards for the same order 5 times! And they don't offers a refund, only travel credit, being from outside the U.S. that means that i have lost almost $600 because of this incompetent company becuase their webiste can't handle a simple creditcard payment and they won't reply to emails or through their FaceBook page (they will, how every, read the messages you send to them through FaceBook but they don't care enough to reply to them!)

Group GROOME Transportation is a one starting me I was an employee there at groom. There's a driver there that was brought up on sexual harassment charges and groom tells me that it was handled. How is the sexual harassment charge handle if the employee still works there. If anyone's child was put out on buc-ee's gas station last one should contact HR and find out why your complaints are going unheard. This employee still works there with you guys children from Blazer Hall this driver should be terminated not still working with people where he just put students out anywhere he chooses. This driver is a womanizer and he argues with yells at any woman passenger or woman employee. I approach this driver and ask him not to yell at a dispatcher and or a customer which was two females and he decided that he wanted to make a report on me. This womanizer don't like the fact a real man put him in his place so now being that I'm not a woman he want to make a complaint on me. So I was wrongfully terminated for defending two passengers and the dispatcher. Groome in Leeds Alabama is a joke stop spending your money there. I was contacted by groome legal team today they wanted to know how did I know about a sexual harassment charge that was pending at Leeds groome Transportation site. I'm not a rat. But manager supervisor whoever you are be ready to answer for why your office filler it's still working there. Not only that he's working there but you haven't dealing with other ladies that come there this man is a womanizer. So like you said to me do you have a great day

Stay away from this service at all costs. Sooner or later you will pay dearly for using them. Not worth it. I will gladly pay any other way, or just park my car and incur that expense over these people.

Ripped-off! Watchout! Flight was late, last shuttle left, totally stole the money from me. No credit, just shafted!

Our group of 5 senior citizens paid Groome in full for round trip transportation to and from Airport for October 22, 2024 trip. We found out that our Hotel in Daytona was closed due to hurricane damage and we cancelled our reservations and have gotten a credit from the hotel on the credit card used. We also contacted Groome a week before our trip and explained we were needed to cancel our trip and our plans for their services. We paid them $350 up front.They said we can have credit for future services but not refund on our credit card. We are in our 70's and 80's with minor health issues. Since we are all on social security the refund is extra important. Especially since we don't know if we will be able to travel in the future which depends on our health. We contacted our credit card company and with no cooperation from Groome, it is being sent to litigation. I can't believe this company is so desperate that they won't refund our money. Confirmation #13096511

I don't recommend this service. Myself and another passenger are here at Phx Sky Harbor Airport and the shuttle never came. We were not notified that the shuttle was not coming to pick us up and they are refusing to give us a refund.

I booked a shuttle ticket for Friday, 10/4, expecting a seamless experience. Unfortunately, what I got was quite the opposite. When I arrived for my shuttle, there was no sign of it. I waited for 20 minutes and called customer service, only to be met with radio silence—even though the company claims to be open until 7:30 PM CT.

As a result, I missed my 6 AM flight the following day, which I had planned around this shuttle service. The frustrating part? I was left completely in the dark—no communication, no assistance, and no effort to resolve the situation. The lack of professionalism was shocking.

When I contacted customer service the next day (Saturday), I spoke to someone who assured me that her manager would be in touch regarding my refund request. No one called. I gave it a day and followed up on Monday, only to be told the same thing—someone would get back to me. It’s now Tuesday, and after my third call, I’ve been informed that my information is finally in the system and the manager is still "reviewing my case."

How can a company charge for a service, fail to deliver, and then drag their feet on a refund? It’s unacceptable. I now understand why they canceled the 7:00 PM shuttle that Friday—it seems their service is unreliable, and I was likely the only one booked for the 5:00 PM shuttle for a reason.

I’m in disbelief that a company could treat its customers this way. The lack of urgency, poor communication, and overall disregard for my situation have been incredibly frustrating. I still have no resolution and no confidence that they’re actually working to fix this. I’d advise anyone considering this service to think twice before booking

Everything was great and on time. The ONLY exception was a rude,hateful and obnoxious driver Justin. He started out the trip injuring a passenger before we departed Auburn Al. He should find a different kind of work. Customer service is not his calling.

After I was abandoned by Greyhound, Groome got me on a last minute ride, allowed me to potentially book into two different slots in case I couldn't make one, and provided strong customer service along the way.

Could name most recent experience the trip from hell. I had called the Groome office to make sure of being able to get a later shuttle when I discovered my plane would arrive too late to get the one I had requested. The office person assured me there was "plenty of room" on a later shuttle.There wasn't. Sat overnight until the 4:50 am one arrived. It seemed as if all 5 of us passengers had had problems. There are some serious issues with incompetence in the Groome office. The driver did his best to mitigate but wasn't really able to.

A long rant:
First of all - myself and my family have used this service for many years, to:from MSP to Hinkley MN to visit our mother in northern Wisconsin. Historically it was been a convenient service, with friendly professional drivers for the most part.
These last couple years the standard has definitely unravelled, but this latest fiasco has prompted me to review.
My overseas flight to MSP was delayed, and I’d have missed the shuttle to Hinckley. I tried to call, but my foreign phone number was not being accepted. So I emailed and asked if I could be put on the next shuttle. No response. I gave my mother’s telephone number and said could they text her if this was okay. I wrote again, nothing. Then the flight was moved forward with the chance I could make the original shuttle - I wrote again saying I just might make it - but if not, could I be moved to the next shuttle?
No response to my emails or sent as text to my mother’s phone. (My mother is 91 and drives 2 hours to meet me at Hinckley - I didn’t want her showing up for the first shuttle if I didn’t make it or know what to tell her if I wasn’t moved over to the second shuttle).

I booked the return shuttle for Tuesday 2 July. My flight was changed to Wednesday, and the Groomes website said that any modifications needed to be done before noon the day before. I was able to do that - and went through the entire process of changing the shuttle to Weds 3rd with their online form. It asked again if I wanted to include a tip (and I remarked to my family that was cheeky as I’d already included the tip on the original booking). I said yes, then got notice the tip from the original booking would be transferred.
All set - we left at 03:00 on Weds, arrived for the 05:35 shuttle - and it didn’t show up. It was a tight connection for my international flight as it was, so I was anxious. 20mins we waited and nothing.
The Toby’s attendant let me use his phone’s hotspot to get online. Used my mom’s phone to call. All I got was the repeat recorded message that office hours are 8am. What happens if there is an issue with a shuttle before that? Looked up other numbers - ended up with Groome’s in Tennessee - he connected me back to Minnesota to the same recording that office hours open at 8am.
I’m now missing my flight and stranded and no one to contact and find out what happened. Absolute disaster. There are not even Ubers or alternatives in that area but by now I was missing the flight.
Upon my return, I called the Groome office on Saturday 6 July, and spoke with T who was sympathetic and heard the entire story and said there must have been an issue with their website. She said she’d explain all to the manager who would contact me on Monday (took my overseas number and email). Nothing.
I called on Tuesday and spoke with Heather, who said the manager was “in a meeting” and he would call back. He never did. It is now Wednesday and I called again, speaking with H. She said he “was in a meeting”. She asked for my phone number again (which they already have) and this time says they aren’t able to call overseas. I said a courtesy email to let me know that would have been welcome. She kept saying my reservation was for Tuesday. I explained it was changed to Wednesday - the entire oneline form and procedure, including did I want to tip a second time. That continued with the back and forth. I was told the manager B would contact.
What a shambles. I see on Trustpilot I am certainly not alone in my dissatisfaction with the customer service. Leaving me stranded and missing a flight with no ability to contact anyone is unacceptable. Post script - after 2 weeks and multiple phone calls (from overseas) the issue was resolved. For future reference I asked if there was an outside of office hours telephone number as many of the shuttles are earlier/later. There isn’t.

Never again! We have tried and tried to be regular customers of Groome out of BNA (Chattanooga office). We have had so many problems the manager Ms. Linda Davenport had to get involved. She is great but the system is broken! Nothing helps! Horrible website and system that can’t keep track of trips. Can’t adjust a trip without calling in. When you call one person makes the change and the driver never gets the correct information. So you call back and the next person says “no”. Then you have to pay in cash to get on a shuttle you have already paid for. Save yourself the headache. Do not use Groome!

They refuse to give refunds or even credits for missing flights when it wasn’t your fault. They are willing to move you onto a different shuttle for no charge, which I did appreciate! However, for exploiting their monopoly of the Eau Claire to MSP corridor and charging $50 for the only public transportation to the airport, the least they can do is offer credits for future trips…since we have to use them.

Have used this company's shuttle service many times in the past with no issues. Yes, the shuttle has shown up late a few times, but I never complained. On this last trip in May, the drive to the Portland, OR airport was fine, but on our return, after a 4-1/2 layover in Denver, our flight was delayed. It still looked like we'd have time to catch the scheduled shuttle. As soon as we exited the plane in Portland, we called Groome to let them know we were there and on our way to baggage claim but might be a couple of minutes late getting outside. They didn't care and said they wouldn't wait. While at the baggage claim, one of us ran outside to let them know we were getting our luggage. They refused to wait even a minute. We ended up having to get an Uber since the shuttle left as we were racing out with our luggage. We arrived at the hotel drop-off point just after the shuttle. No refunds, no credit because they said we could have waited another hour and a half for the next shuttle. As it was, we got home at 11:30 pm. Coming from the East Coast, it felt more like 2:30 am. Did we want to wait around the airport for the next shuttle and get home even later? NO. We were exhausted from a long travel day. They were not even slightly accommodating. The Uber, on the other hand, was great.