Groome TransportationReviews of groometransportation.com

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.

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.