Groome TransportationReviews of groometransportation.com

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

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.

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!

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.

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!