[Black Beauty]

crap shoot

[kendi]

Originally Posted by RedFoxRick

Our trip to see family on Thanksgiving was almost over before it started thanks to Groome Transportation. They overbooked our shuttle and their system indicated we should be on a night-time shuttle rather than the morning one that we had reserved and recievd confirmation the day before (due to system transfer error). Family stepped in and helped us catch our flight. Another gentleman was also victim to the overbooking on the same shuttle. The worst part about the whole ordeal was Groome's lack of concern and customer service after the fact. I asked for the charges to be credited back on my credit card. They told me they could not do that without approval of a Manager. However, they would not make one available to speak to. I was told a Manager would reach out to me - one week and four more calls later I am still waiting a call from a Manager. When you absolutely have to get somewhere.....don't count on Groome to do it - and don't expect them to care about it when they don't.

Not fair to ban them for one bad experience.

[Velvet]

Originally Posted by kendi

Not fair to ban them for one bad experience.

“One bad experience”? How about the rest of us? In fairness, there were times when Groome did show up, on time etc. But I wouldn’t count on it, if it was important. Unless you’re ready to hitch hike.

[Arletti]

That’s such a shame. I’ve taken them several times, and they were so reliable before they took over town center shuttles, in addition to the house to house shuttles.

[Pixelpups]

Not even 6 months - try August 31, 2023.

[ithos]

If I am leaving on an early flight for work I will usually take my own car and pay for long term parking. If it is later I will take a shuttle scheduled to arrive at least 3 hours before departure but usually 4.

When returning and I didn't use long term parking the shuttle is best since there is no concern for missing an expensive flight. But that is still risky if you arrive late at night especially if your flight was delayed. The last couple of times it was packed.

[JGibson]

They don't do refunds either even if you cancel your trip a month in advance.
They will only give credit valid for 1 year only.

I did a chargeback on the CC.

I suggest filing a BBB complaint.

[Bogie Shooter]

Had a question on an upcoming reservation. Called this morning, 16 minute wait for response, that is acceptable to me.

[EdFNJ]

I see most people are complaining about "being PICKED UP" (actually not being picked up). I assume you are using their "door to door" service where they come to your home. I can see that being more problematic then going right to the bus at SS, LSL or brownwood due to people not being ready at pickup. Been taking their bus from Lake Sumter for years and never an issue. Always on time. However, since it is a BUS on the TURNPIKE, extreme traffic can be a problem just as weather can delay your flight. Wife has a trip Christmas EVE and New Years Eve, hopefully our good luck string continues!

[patfla06]

Originally Posted by RedFoxRick

Our trip to see family on Thanksgiving was almost over before it started thanks to Groome Transportation. They overbooked our shuttle and their system indicated we should be on a night-time shuttle rather than the morning one that we had reserved and recievd confirmation the day before (due to system transfer error). Family stepped in and helped us catch our flight. Another gentleman was also victim to the overbooking on the same shuttle. The worst part about the whole ordeal was Groome's lack of concern and customer service after the fact. I asked for the charges to be credited back on my credit card. They told me they could not do that without approval of a Manager. However, they would not make one available to speak to. I was told a Manager would reach out to me - one week and four more calls later I am still waiting a call from a Manager. When you absolutely have to get somewhere.....don't count on Groome to do it - and don't expect them to care about it when they don't.

Thank you for the warning!!
Definitely call your credit card company.

I tried to book them at Brownwood Hotel and their website is absolute garbage. Tried calling them & was worse. No house pickup.
All private cars booked.
Finally went to The Villages Van ( always took them in past ) and it
couldn’t have been easier. Pick me up & drop me off at my door.

[Nana2Teddy]

Originally Posted by BlueStarAirlines

I never bothered to complain about my Groome experience on TOTV, but I'll never use them again. They had a van breakdown, so they were behind on airport pickups. Instead of dispatching two vans to get caught up, everyone had to wait 2-4 hours at MCO to get on a van. Pickup wasn't based on how long you have waited, it was who could push their way to the front.

I travel weekly for work, so see the issues and can confirm they are not a "one-off". The advantage Workman had was they had multiple size vehicles, from vans to busses so could scale up or down as needed. Groome has one size, so when they are full that is it. If someone lands early and takes a seat, that seat is no longer available for those that actually reserved a seat for that time. Groome is a national chain, so your complaint is one of hundreds.....Workman is local.

If you have issues, make sure you let the corporate office know (FAQ - Groome Transportation - Book Now ). They won't step in until the complaints reach a level where THEY know there is a problem.

Groome has the big buses that pick up and drop off at the Brownwood Hotel just like Workman did. Maybe at LSL too? But all I read about is the small vans that pick up door to door. Has anyone used the big Groome buses recently and had a good experience? Just curious.

[retired guy]

The vehicle they use ( bus , big van, small van ) depends on the reservations they have.
I've been picked up at home & LSL with no problem getting me to the airport on time.
1 time returning from MCO during covid we waited a long time & it was door to door so many stops along the way. We now go to LSL or Spanish Springs.
My last trip in on 12-16 I was the only person on the van picked up @ MCO 10PM.
I guess it depends on the time of your trip.
Always allow plenty of time.

[Bogie Shooter]

Used at Christmas to and from MCO……no issues.

It’s unfortunate that only exceptions are posted to TOTV. The guy whose coffee got cold, steak not prepared right, didn’t get a tee time, mail not delivered as expected, on and on.
The many, many times things went right ,including the shuttle trips don’t routinely get posted.
Yep, I feel sorry that things didn’t work out for some, but………#@&% happens.

[JGibson]

Originally Posted by Bogie Shooter

Used at Christmas to and from MCO……no issues.

It’s unfortunate that only exceptions are posted to TOTV. The guy whose coffee got cold, steak not prepared right, didn’t get a tee time, mail not delivered as expected, on and on.
The many, many times things went right ,including the shuttle trips don’t routinely get posted.
Yep, I feel sorry that things didn’t work out for some, but………#@&% happens.

In all fairness TOTV wasn't loaded with Workman complaints or when TV ran the shuttle complaints.