Groome Transportation Reviews 

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.

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.