Granbury Airport Shuttle

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Please don’t review this business if you received a freebie for writing this review, or if you’re connected in any way to the owner or employees. we had a very bad experience with this company. Would not recommend it to anyone. We had to cancel because of a sickness in family they charged us anyway and added a tip to Bill. We called and they could care less.

I’ve had several good experiences with them. Be sure to book in advance… they get booked up. I see they have a few haters on here, as does any business. I’ve had nothing but positive experiences with this business.

I wish there was a way to put in 0 stars. ** WORST CUSTOMER SERVICE EVER **. I am writing this review here because the lady who answers your calls, Kate — won’t connect me to any of her field supervisors or have them even email me so I can voice my questions /​concerns. Hopefully this list grabs their attention (if these supervisors exist at all).
1. The drivers are allowed delays while picking you up. Usually this delay is reported as «few minutes» late. «Few» minutes can range anywhere between 5 to 20. So, if you decide to cancel at that point you are not eligible for a credit or a refund.
2. On the flip side — an incoming delayed flight is NOT Acceptable even though their agent tracks all flights. Even a 125 $ private ride will not wait for you if your flight is delayed! You are allowed only a 5 minute window exceeding which you will neither have a ride nor a credit or a refund. Yesterday, I was actually offered the option to sleep on the airport for 8 hours since my driver could not wait for an additional 5 minutes!
3. If the agent (Kate) is in a good mood or if it is convenient to her, she might have her drivers wait for you if your flight is delayed. While you are reassured that the driver is waiting for you — she doesn’t tell you that your credit card is being charged (I was charged something over 100 $). The charge just shows up on your credit card!
I have tried to keep this brief but could go on and on. While I understand that some of these policies are mentioned in fine print, the least I can expect is some courtesy/​sympathy/​understanding from the face of their business (Kate). She will NOT work with you — instead will quote the «Terms and Conditions» if you try to reason with her. I have lost over 300 $ to Granbury Airport Shuttle, have missed my flight once due to delays from them and have had to deal with ridiculous excuses from Kate. I will NEVER use this service again and DO NOT recommend them to anyone.
p. s. — Any reviews about great customer service above must be fake. Customer service does not exist!