Groome Transportation Reviews 57

On February 22, 2024 I had a scheduled pick-up with Groome Transportation for 10:45 am in Greensboro, Ga., confirmation number GW17150426. I arrived at the pick-up location 25 minutes before my actual pick-up time, which as I stated was 10:45 am. At 10:45 no Groome Transportation, I continued to wait, thinking that there must be traffic and this is why Groome is late. Therefore, I waited at the pick-up location and at 11:07am there was still no Groome Transportation. I called the Groome Transportation office, at 11:08am and was told that I was scheduled for a 10:15 am pick-up and I needed to be at the pick-up location at 10:00 am. I explained to the lady on the phone that my confirmation was for 10:45 am and she advised me that there were no 10:45 pick-ups ever. The only thing she could do for me was put me on a 11:45 pick-up or refund me my money for this leg of my trip. The placing me on an 11:45am slot for a 2:20p departure was unacceptable to me because when I originally booked the transportation with Groome, I told them what time my flight was leaving, which was 2:20pm and I was given the 10:45 am time. Now the day of the actual pick-up they decided not to contact me and advised me of that they had made a change, which was placing me on a 10:15 pick-up time slot. As I stated earlier, the lady on the phone advised that she could booked me on an 11:45 am pick-up which would maybe get me to the airport at 1:15p for a 2:20pm departure time . UNEXCEPTABLE!!!!! I told her to cancel it and refund me my money for this return trip. She advised me that she would refund me.
This whole experience was terrible and could have been avoided if Groome would have sent out a timely message advising me of any change in my pick-up time. All I want now from Groome is the $55.90 refunded to me account.

I Had reservations weeks before my trip, I was using this company to drive me from Sky Harbor Airport to Flagstaff.
My flight was coming in at midnight and the shuttle was due to pick me up at 12:30 AM. Flagstaff is 2 1/2 hours away from Phoenix. I was arriving in the middle of the night and didn't have a way to get home other than the shuttle. I get a phone call as I'm on my way to the airport to fly home and they told me that they canceled my trip due to the ice on the roads and they said that they could maybe pick me up at 7:30 in the morning, but that wasn't a guaranteed thing either so I was pretty much stranded at the airport with no way home for over 8 hours. I had to Uber my way home which cost over $450 . I reached out to the company and left them a message stating that they canceled my trip and owe me $56 . I have yet to hear from them. I was not requesting credit since they cancelled on me, I want my money back! By the way, on the way home in the Uber the roads were perfectly fine. Once you got into Flagstaff, that's when the roads were a little icy but nothing that the shuttle couldn't handle. My Uber had a Nissan, with no 4 wheel drive and had no difficulty whatsoever getting me from Phoenix to Flagstaff.
If you need definite transportation, use this company, but always have a back up plan because you're taking a great big risk of getting stranded like I did!
This was a very hard and expensive lesson learned!

I am in the midst of dealing with Groome in St. Cloud, MN. The people who worked there last year and before were terrific. But now the ballgame has been lost. I am posting below what I wrote in their contact section on their website. And, by the way, I found another ride, so bye-bye Groome!
"I cannot get ahold of your manager at the St. Cloud, MN office because her voicemail box is full. I cannot call your Virginia headquarters office because you have no customer service and you don't answer the phone. I am from Alexandria, MN and need to book a ride to MSP.

I was on the phone with a new employee (Brett) yesterday, January 3rd, at your St. Cloud MN office. I had problems with him beyond the normal level of patience for dealing with a new employee. He kept saying things like, "Well, I should charge you for the extra weight of your wheelchair...but I won't." That, if he had decided to charge me, is legally a disability discrimination! I looked it up if you'd like a copy. He threatened other unesssesary charges also.

He had to call me back three times to ask his boss questions, the last of which I understood I was going to be on hold. But he blatantly hung up on me and did not call back. I certainly understand the need to ask questions when you're a new hire, but to put me on hold would have saved HOURS. I was patient, polite and understanding with Brett. Right now I could scream. I don't have any more time!

So I called him this morning to ask why he hung up on me and he said, "Oh, I was wrapping up my day. I told the next person to call you." That's a lie because we were in the middle of a question I had. And, no one called me back!

I am so disappointed and angry. I only have social security for income and can barely afford your service anymore. Someone else pays my airfare and takes care of me in Florida, where I go for my health in the winter.

I sure hope someone gets this message, but I have my doubts after all this.

I booked a shuttle from my hotel in Santa Fe to the airport. I paid $57 (which included a tip I added). It stated that I had to call by midnight the night before to cancel. I was able to secure a ride from a friend and when I went to cancel 48 hours ahead of time, they told me I would not get my money back. When I called to dispute this, I was told to call back and speak to the Manager. When I called back to speak to the Manager, she told me, too bad so sad, we don't ever give money back. I've never heard of such a thing and had never used their company before. So they gave me a credit but they don't have service where I live or travel. Seems like stealing to me. I've disputed this with my credit card.

The first time I used Groome, they were very professional and accommodating as my flight was delayed multiple times. The ride was comfortable; the driver was pleasant and competent; and the price was reasonable (about $50).

However, the second time I sought to use Groome, THE SHUTTLE NEVER ARRIVED. Obviously, this is a sort of nightmare scenario. I tried calling multiple times to get an update or to find out if anyone was on the way. I was never given any update or information. I had to make other arrangements, which was obviously expensive. I called to request a refund, which has still not been issued over 3 weeks later. I have called multiple times to have this resolved, but this is still not resolved. I am now disputing the charge with my credit card company since I have exhausted all other options.

I called Groome to book a shuttle to CSU for my daughter from Denver. This is her first year going away to college from Chicago and her first time traveling alone, so she was nervous. I asked Olivia, the person I spoke to on the phone, if she could be dropped at her dorm and she put me on a very long hold while she talked to dispatch and assured me she could be dropped at her dorm for an additional $13. They did charge me the extra fee and dropped her 20 minutes away from her dorm, which she had to walk in the snow and freezing cold, with a terrible stomach ache and lugging 2 suitcases. When I called Groome to ask why she wasn't dropped at her dorm as promised, they were very unapologetic and rude. They had no explanation and didn't care. The money was minimal, that wasn't my concern.

Incompetent clerk taking and loosing reservations. I paid for door to door service , and she did not “see it on her screen” Listed my pickup as 11:20 rather than 1:30 pm for Sedona. AZ.
VERY rude and unprofessional
The company reached out to me and I provided the details, BUT never heard from them again.
Avoid this nightmare if possible.

I used Groome Transportation for shuttle service from Loveland, CO to the Denver airport. (approx 50 miles)
The customer service from start to finish was excellent.
I received numerous texts and emails with confirmations and also updated pick up times. The shuttle picked me up at my hotel.
The shuttle in Loveland brought me to a location in Loveland (I think it was a municipal airport) and loaded passengers onto a larger shuttle which took us from Loveland to the Denver airport.
Drivers were helpful and professional.
Shuttles were comfortable and clean.
I felt very safe the entire time. (traveling solo)
I highly recommend.

The price from Sonoma county to SFO airport went up about 20%. At the same time they took away the capability of charging your cell phone in the bus, and they removed the Wi-Fi connection.
My battery was very low, and I had to get the previously purchased ticket online. Luckily, there was enough power, so I was able to pay my trip with that prepaid ticket. However, I needed to download a new version of the Uber app. That didn’t work out too well, so I had to figure out another way to get home. In addition, it appeared that the bus driver was inconvenienced by the questions of his customers. It sounded unpolite. One star because I was able to get to my hometown. But in the future, I will be looking for alternative ways.

I booked in advance through Angela. she was amazing. she answered all my questions and got me set up promptly. very pleasant to talk to over the phone.
the driver that picked me up was also very pleasant and the ride home was quite relaxing.

I booked this service and cancelled within a 1/2 hr and the manager refused to credit my credit card. Not effective or customer friendly, no where on there website does it say No refunds. Don't book this service unless your absolutely positive you need it. Politely asked for a refund and they refused , they just want to keep your money. No way to run as business. Should be illegal in America.

I accidently booked reservations. Tried to cancel within 15min and they would not issue a refund. I'm beyond livid.

Please heed this review!!! Let me just start by saying, my arrival to the airport using Groome transportation was less than smooth, as it was a full hour later than scheduled (despite using their recommended time). But hey, Atlanta traffic, what do you expect, right? So I thought, I'll just book an hour earlier next time just in case. I fully intended to not let that color my entire Groome experience, but as I am writing this review I sit, stranded for the next 3hrs after Groome changed my return reservation time without my knowledge/ consent. Upon our arrival, I called the dispatcher (Jeremy) regarding the matter who argued with me that we had discussed this pick up time by phone, and I agreed to it. I knew for sure that I had not. I would not have arranged/ agreed to a pick up a full 3 hrs after my flight landed especially considering the drive is less than 2 hrs. When I called back and advised that I was able to locate my original reservation with the correct time only then did the rep (Jeremy) ask whom I had spoken to for my original reservation (Marshall). He then told me that it appeared that my reservation had been changed without them notifying me. He advised that I could TRY to catch the correct van, but if it was full I would have to wait. Needless to say, it was full, and I am now here at the airport waiting 3hrs for a shuttle that was intended to make my travel experience easier/ better... Long story short, this experience has been terrible... Don't do it. Please just drive if you're able.

2 minutes before my pickup they texted they were running late due to traffic. Then a half hour later got a 2nd text saying they had departed asking if I wanted to reschedule. THEY NEVER SHOWED UP. I was out there EXACTLY where they told me to be a HALF HOUR early. RIPOFF SCAM ARTIST BULSH!+ COMPANY.

I tried many times to book online and there was a glitch every time, so I ended up calling.. The woman didn't know why it didn't work, well neither did I, but it was very frustrating!!!! So I had to book over the phone...I expected to pay$49, but the charge was$54 ... Called back and she said because I booked over the phone, and this time she was not pleasant, said if I cancelled I would only get a credit😠... Terrible experience, and I used to use them alot... NEVER again, I will use whatever else is available....

Groome doesn't provide parking at pickup locations and doesn't give refunds. Will never do business with these people again.

ABSOLUTELY THE WORST EVER! My daughter reserved a shuttle from Phoenix airport to NAU in Flagstaff. She landed at 11pm and shuttle was going to pick her up at 12:30 am. She went outside 15 minutes before the shuttle was to arrive as planned and waited for the shuttle...it never showed up. At 12:33am she called to ask the location of the shuttle as she had been waiting. The incredibly rude Janette informed her she missed the shuttle and was less than helpful. My daughter called me incredibly upset as now she was stranded alone at midnight. I called at 12:38 and unfortunately spoke with Janette as well. I have never in my life experience a more rude "customer service" agent. She informed me the Flagstaff shuttle broke down and she was supposed to catch the Sedona shuttle. "If she was out there at midnight the Sedona shuttle driver would have told her". Why would she be out there for the Sedona shuttle at midnight? She wasn't going to Sedona and her shuttle wasn't scheduled for 30 more minutes. They have all my daughters information, they could have sent her a text or an email...NOTHING! She would have loved nothing more than to get back to college earlier than 3am as original shuttle was scheduled. She was inside the terminal looking out the windows for an hour and a half waiting for the Flagstaff shuttle. Then went out 15 minutes as before her scheduled shuttle. Why would I send my 19 year old daughter outside at midnight before she needed to be? THATS NOT SAFE!!! So clearly Groome has no concern customer safety and for leaving a 19 year old stranded alone at midnight when this all happed because THEIR SHUTTLE BROKE DOWN! I never write reviews but will make sure to take the time to write to every platform what a horrible company this is!