I had transportation to the LAX airport from Thousand Oaks booked with Roadrunner shuttle on March 28, 2019. I used the Roadrunner online reservation system to book my shuttle. I entered my flight departure time of 8:20am and was provided a suggested airport arrival time of 6:30am. I accepted Roadrunner's suggested time and awaited my phone call from Roadrunner with my pick up time. I did not receive a phone call from Roadrunner the day before so I phoned them to confirm my shuttle and find out my pick up time. Maybe that was my first warning of the problems that lay ahead. The customer service rep confirmed my reservation and informed me I would be picked up at 5:30am on the 28th. My driver arrived just a few minutes after 5:30am and I thought we were off to the airport. Instead, the driver headed out to Moorpark for another pick up. I was a little concerned since Moorpark is not on the way to LAX from Thousand Oaks. My concerns escalated after we left Moorpark and headed to Simi Valley to pick up two more parties at separate locations. I made sure the driver knew I had an 8:20am flight and was suppose to be dropped off at the airport at 6:30am. That's when I was informed by the driver that I was originally suppose to be on another Roadrunner shuttle but that driver arrived late so I was rerouted to his van. We did not even get on the 118 freeway in Simi Valley until 6:30am, the exact time I was to be dropped off at the airport. Needless to say, I missed my flight. I do not blame my driver for the missed flight. He was actually very courteous and did his best to get me to LAX on time. The issue was poor dispatch routing. The driver alerted the Roadrunner office that he had a passenger who was most likely going to miss her flight so they had a heads up in advance. At the airport, I tried to get a later flight to my destination of Kona, HI on the same airlines but it was sold out. I then made my way to another airlines and was able to get a flight via a connecting city to Kona. This new flight purchase cost quite a bit more than my original flight as it was a same day purchase and only 1 seat remaining on the flight. Once I arrived in my connecting city I phoned Roadrunner to inform them that I indeed had missed my flight and had to purchase a very expensive ticket to my destination. The customer service representative appeared to have been expecting my call and said she was aware of the incident and apologized profusely and assured me she would escalate my issue to her manager and Roadrunner assumed full responsibility. I had not received any further communication from Roadrunner so when I returned from vacation I phoned them again. I was able to speak to a Customer Service Manager who told me that Roadrunners policy is not to reimburse for flight purchases. He explained that they already refunded me for my Roadrunner shuttle cost and Roadrunner would credit me for a free shuttle ride. Are you kidding me? Your company accepts responsibility for my missed flight yet you will not reimburse me for the additional costs incurred because of your incompetence? I don't understand how this company is still in business. I explained to this manager that I read their contract and it states they are not responsible for missed flights if you do not accept their suggested airport arrival time. Well, I accepted their suggested airport arrival time and they set the pick up time based on this arrival time. He then went on to tell me that the policy also states they are not responsible for traffic conditions. Again, Are you kidding me? This was NOT a traffic issue. This was a poor dispatch route. Explain to me, if you are in the transportation business, how is it possible to get from Simi Valley to LAX in less than 1 minute? We got on the 118 freeway at approximately 6:30am and my airport drop off time was set for 6:30am. Bottom line, it is NOT possible. Again, this had nothing to do with traffic. The most frustrating thing to me is that this Company knows they are responsible for me missing my flight yet they choose NOT to do the right thing. And, did I mention, they will not allow you to speak to anyone higher up in the organization than the customer service manager. They won't give you any names, they won't transfer you, they won't even let you leave a voice message. Instead, he gives me an email address to file my complaint. The email address is the same address as listed on their website for general inquiries. My guess is no one will ever look at it or it will end up in the good ol' circular file. I will NEVER use this company's services again. And, I will NOT stop fighting until they do the right thing and take responsibility for their mistake and make me financially whole for the added expenditures I incurred because of their mistake.

Road Runner has gone down hill over the years but now I don't want to use it. Their equipment is not in good repair. Our last trip we had a flat tire on the freeway. When my husband pointed out that the indicator on the car that came for us said the tire was low, they ignored it. The seat belts are often broken. Riding in the vans and cars has become scary. I hope they up their standards so we can be safe on our way to the airport.

Eighteen hours before we were to arrive an email saying they would not be able to transport us; bear in mind we have a special needs young man in a wheelchair on oxygen, all of his equipment and three nurses. They handed us off to super shuttle who then handed us off to city cab and we had to get another cab to transport the third nurse and bags. Same bail from Camarillo to Disney and then back to the airport, Over a week would get SORRY FOR THE INCONVENIENCE. Thank goodness we had rented a van for getting around for the wedding or it would have been a bust. I don't know what happened because we have used this service for years, on multiple trips and always have been great. This was so stressful, we were there for happy reasons not stressing over transportation.

I travel almost monthly for work and for the past 5 years was happy to use Roadrunner Shuttle especially after other companies had shown up late, cancelled last minute or had less than pleasant vehicles. In the past year, I unfortunately experienced some of the same issues with Roadrunner showing up 45 minutes late to the airport, forgetting my reservation and not showing up at all and most recently changing the pickup time the day before my scheduled trip.The first couple times they apologized and even gave me a free leg on an upcoming trip. This trip, they called less than 24 hours before to tell me that they could only pick me up at 4:45 am instead of my requested 5:30 am (their change/cancellation policy for customers is 24 hours or you are charged). At that hour of the morning 45 minutes is a big deal. I asked why, since I made the reservation the day before and they had ensured (after checking twice) there would be a driver available, are they now saying they only have someone available at 4:45 and not 5:30. The explanation was the dispatcher told the reservations supervisor simply that was what is available. The reservations supervisor told me in so many words that it was a take it or leave it situation and that they don’t know the driver’s schedules until the day before (which is when I made the reservation). I told her I wasn’t going to take it and as a loyal, private car customer, I felt like I was being treated very poorly. She asked if I was keeping the return leg and I said absolutely not. If this is how you treat your frequent travelers, I would find someone who would appreciate my business. Her level of concern was flaccid at best saying “well that’s what the dispatcher told me and that’s what we have available...sorry...have a good day. So I spent a couple of hours calling around to find a last minute service. I don’t know if Roadrunner realizes that they aren’t the only company out there and with competition from Uber black and Lyft, maybe they should appreciate their loyal customers a bit more. But seeing the other one-star reviews, I imagine they have yet to realize this fact. Too bad.

While Roadrunners phone recording describes them as the “the finest ground transportation in Southern California”...you only have to ride their poor performing old vans with neglected unwashed exteriors and worn/dirty seats to know how far from the truth that really is. Fool me once shame on you - fool me twice shame on me. I’m going to find another shuttle service.