Prior to our pick up times, I received a call from the office that there was an issue with our scheduled time. I called the office to follow up with them and while the man at the office was nice, I had to call three times within 2 and a half hours because he kept having to “review my information and call back within 10 minutes”. He did not call back any of the times. I waited for an hour before giving in and calling them myself. Only to find out that I would be charged an extra $25 for our trip because of “covid social distancing” in the van.When we landed at SFO I called the service and was told the driver would be there in 10 minutes. We waited for 45 minutes. Which in the grand scheme of things isn’t that big of a deal. But then the driver proceeded to pick up another party who sat directly behind us. Ie. not particularly social distanced.Our driver from our hotel to the airport was 10 minutes early and so I was pleasantly surprised. However his driving was erratic and consistently spoke over or at me in conversation. Making multiple gender based comments. At the end, as we were leaving, he asked where his tip was, saying “you’re not gonna tip me?” In almost an aggressive tone (one that I didn’t feel should have been expected) and seemed disgruntled when I gave him $5.Overall, I don’t think I would ever use Airport Express again. It wasn’t worth a cent of how much it cost or how much of an inconvenience trying to coordinate with them was.

25min late. Bad driver. Avoid

Early flight, came 25 mins late and extremely rude driver that started fighting when asked why he was late. “Talk to the owner was his response”. Unreliable and unprofessional.

A great alternative for getting to and from the airport

Absolutely horrible service and completely dishonest company. Avoid at all cost!!!

Dont use. Turned up over 20 min late. No apologies. Drove around downtown SF for ages trying to find route to freeway. There is a reason why their rating is so low. Shame our hotel booked them and shame we didnt check. Lesson learnt....

I was skeptical at first based on the other reviews but I had a wonderful experience and found it was overall a great deal! They arrived right on time, the driver helped with my luggage, had excellent on board communication, and the car was clean. Driver was very friendly, helpful and drove well. I highly recommend and will be using this again.

I asked for this reservation to be completely canceled and have a refund of $31 in June for a July trip.I then called in June for a cancellation and spoke with a woman and she said that she would completely cancel the whole reservation and I will get a refund.I never received a refund of $31 so I was charged for something that I did not use. I never came to California. I reviewed my bank statement.I expect good customer service and follow through… If I’m being told I get a refund I need a refund.Airport Express please give me a refund to address this immediately. Thank you.

Lied about everything. Loaded van and departed only to drive around and go back to pick up more passengers. I had been specifically told that wouldn’t happen. Guaranteed 30 minute trip to hotel took 1.5 hours. Absolutely don’t recommend.

Was picked up from the airport went to put my bags in the back of the van I was told to leave them he would do that and told me to board. I was the last stop when I went to get my bags one was missing. Was told he would go and find it at some of the other passengers help themselves to the bags. Called the hotline no one really cared told me a manager would get in contact with me didnt happen. When I called the police found they had the luggage however airport express refuse to go and pick it up telling me that I didnt watch for my luggage. Unbelievably poor service rude staff from the phone. Losing one of your customers bags certainly should be something that is escalated to management. Cost me $19 would have payed $40 with Uber.The bag was curbside and the driver failed to put it in the van. This was not left in the terminal but left beside the van.

The shuttle showed up on time, got us to and from the airport quickly and was reliable. The driver didnt speak a lot of English, but we were just looking for a ride, not a guided tour. No issues or complaints, the service was exactly as expected and requested. The driver drove responsibly and didnt scare us or anything. Our return trip to the airport was smooth as well.

My driver couldnt have been more helpful, very pleasant and cheerful fellow. An informative drive from SFO to the city centre. Will definitely use again as opposed to other Shuttle services Ive used who have been less pleasing.

Very bad, coming late with no apologies, the hostel I stayed need to keep calling to check with them, and the driver was very rude, pushed me while loading the baggage to the car and pushed me again to go inside car. If you really want to use the service, better spare more time and book the time 3/4 hrs before your flight if you are taking domestic flights to allow them to come late and traffic.

Very Rude Manager. Changed my vehicle last minute almost missed my flight

Terrible service. I was picked up from the hotel 25 minutes later than expected, the tracking system didn’t work and there was no notification that the shuttle was running late. I had prepaid for the service, including paying extra for gratuity because I was leaving the country and didn’t want to carry around American cash. When I got to the terminal the driver required me to produce a receipt as his form said I had not yet paid (no problem- I had the email) but then he tried to bully me into providing a larger tip. Book with a different company.

My girlfriend and I were picked up from a terrible hostel in foul moods. Our driver (Scott) was about 20 Minutes earlier than anticipated, drove very safely, was hilarious and even gave us some advice on not letting the terrible quality of our hostel ruin the rest of our trip. My only regret was that we were misinformed on payment methods and only took out enough money from an ATM to pay the fare. Because of this we didnt have any tip money for Scott (who deserved a generous one!). Overall I can genuinely say that this is one of the most stress-free parts of our trip. If the rest of the drivers of this company are half as good as Scott then youre in great hands!

My wife and I were recently picked up from our hotel in San Francisco. The driver did not help to load the luggage onto the van and just stood there and watched me load up. When we arrived at the airport the driver did not help to unload either !Appalling customer service. Avoid this company at all costs.

They got to the airport and back, safe and on time.

Great way of getting to and from San Francisco airport. Drivers were friendly and courteous. They were always on time.

I hired Airport Express to drive me from the San Francisco airport to my hotel in San Francisco and it was a nightmare. The driver was a tall black guy named Marvin, drove like a maniac. He was speeding and making fast lane changes w/o using turn signals, he cut-off other drivers, honked and cursed at them, and ran a red light.He took corners very fast and our luggage in the back slid from one side to the other. The whole time, he was eating peanuts and driving with one hand while dumping the peanuts from a small package into his mouth, taking his eyes off the road. He seemed very angry and bent on upsetting myself and the other passengers.The seat belts did not work and when another passenger complained to him about this, he said he never sat in the back so he didnt know. When I asked him to slow down, he said curtly, I have been driving this way for 24 f.......ing years and no one is going to tell me how to drive. He then started driving even faster.When he let out an elderly couple before my stop, the man complained about his driving and he cursed them out. I dont know if he was on drugs or just angry but something was wrong with this guy.When I finally got to the hotel, I called and complained and the person I spoke to said another passenger had complained also. There are numerous other shuttle companies that you can hire from the airport and I would certainly avoid Airport Express shuttle.

My shuttle was at 1.45pm 30/5/2019 from the zephyr hotel, I got picked up on time, the driver looked like he couldnt be bothered being at work, literally threw everyones bags in the back of the van, asking rudely who were are flying with, once we get to the airport, everyone pays the man with cash, I say I need to pay card, he gets out his phone, almost demanding my credit card, i asked to see the transaction details as Im not about to just hand over my card, he was very rude acting like I had an issue, I said to him there is no need to be rude, he replied saying he is giving customer service, he has no clue what customer service is, the worst person possible for this job! I had 2 other people waiting with me who I didnt even know to make sure everything was ok, that was actually really nice of them, anyway i paid, but you need to have better drivers or re train them, that man was horrible and no service at all.I would never recommend going with this shuttle company, absolute disgrace.

Do not book with this company if you care about safety. One van swerved into my lane with no warning after being double parked on the other side of the street, then kept coming toward me even after I used my horn as warning. They came within an inch of taking off my mirror. I would have hated to be in the shuttle and see my van almost run another vehicle into a parked car.Since the manager hasn’t called me after I attempted to report the incident, I feel this is the best place to recommend ANYONE besides this company. So unsafe. Do not use.

They gave me a pre-paid reservation for 10pm based on my flight info, then when I arrived they told me they had already closed. Cab driver told me they do this regularly. Now they say it will take at least 15 days to get a refund...

Booked this shuttle via a hostel I stayed at. The shuttle was already 20min late when it arrived, but there were 5 additional stops afterwards, so I got to the airport 45min later than expected by the hostel staff/claimed arrival time. There were other people in the shuttle that waited 1,5 hours for their pick-up already. The driver seemed overworked and was being rude. I would never ever book this shuttle again. If you really want to save a little bit of money and use this service, book it for an hour before you actually need it. I would recommend to stay away from it though.

Waited around 25 minutes for Van at airport.When I called I was informed Driver was there. Lie #1. Informed them driver was not there. 2nd time I called. I was informed. Driver just missed me and would loop back around. Lie 2. Third time I called. I was informed driver stopped for gas. After another 4 to 5 munutes another van showed up. He was a replacement driver. He said he has no idea what happened to my driver. Dont comain to him. He is just a driver.Lousy service.

Driver Rv has been very kind and made the best for that his customers arrive on time at the airport! Thanks

Dont ever ever book with these rude & incompetent idiots. They left my 18 year old son stranded at San Fran Bus Depot travelling to Airport to get flight home to Australia for Xmas. They could not be bothered to pick him up after I paid online with the booking being confirmed by email and by phone. (I booked online from Australia) Money grabbers with no service. They should be shut down. Tried to rate them Zero Stars but would not let me post, so had to give them one star. Next a formal written complaint to governing body in San Fran

Took the airport express from the Grand Hyatt to SFO. The van was on time, we were the only 2 passengers and it was a safe and pleasant ride. A shout out to Raymond who did a great job.

This is the shuttle service Green Tortoise Hostel uses to get people to the airport. I was promised a low price and to actually get there on time. Against my better judgement, I didnt refuse the booking at the Hostels desk when I was told I should book a service an entire hour before Id actually need it.I never caught the shuttle I booked. a 5 minute delay became 10, then 20. At this point, I noticed other tourists packing their stuff into an Uber. So I paid part of their Uber fare and went in that car instead. Traffic wasnt exceptionally heavy, no obvious car crashes or anything to slow them down. The shuttle service is just sloppy. Never again.

Please dont use this company. The driver very rude . We got recommend from the hotel .they advertise for $10 per person they charge $14 instead . On the way back to the airport the driver dont speak English much he on the hurry slammed the door so fast my hand been caught in the door .my husband and people in the vans scream for help to got his attention . Luckily my fingers ok .juts brused . The driver not even apologize said it was my fault . We travel around the world this is the worst company I ever see it . Do your self a favor . Use different company ..

Picked us up late arrived at airport almost 40 minutes late. Would not use service again. Too many better options

Unfortunately my experience with Airport Express was horrible. Our hotel offered a special rate through them so we made a reservation a few days before our arrival at SFO. We called again when we arrived and spoke with Carmella four different times as we waited over 40 minutes for the shuttle to arrive. We were promised over and over that the shuttle was 5-10 minutes away and we did see it drive by in the far lanes at one point. We tried to wave it over but the driver waved back and didnt stop. We eventually took another shuttle service. When we made reservations through our hotel for our return trip to the airport we hoped for a better experience but yet again, Airport Express let us down. We were waiting for an 11am shuttle and waited from 10:50am until 11:35. Our hotel called the shuttle multiple times and was told they were ten minutes away each time. We ended up calling an Uber so we wouldnt miss our flight. Shame on you Airport Express. If youre not coming, you should just say so - dont mislead customers and keep saying ten minutes when you have no intention of coming.

Dont waste your money and time with these clowns. pick me up 1 hour late, told me i would get a refund, never got it, called several times, the lady is never there. the rude as hell staff are not wiling to help and will hang up.

Shuttle booked for 345pm. At 412pm we left and caught a taxi. Unfortunately can not recommend.

Calling for service was absolutely terrible. I paid for my ride over the phone and they couldnt even send me a confirmation receipt of my payment via email. I called over 5 times and spoke to several different representatives and none of them were capable of sending a receipt. The last time I called, I spoke to another representative who claimed that he could not help me, no other employers worked there, and then he hung up on me. The worst service Ive ever experienced. If you could even call that service. I had to cancel my transaction.

DO NOT TAKE THIS SHUTTLE! The shuttle was supposed to pick me up at 4:15 am and they arrived 15 minutes late, almost causing me to miss my flight. The driver was grumpy and extremely rude to all passengers, it was like he hated his job and was mad at everyone just for being there, he made no effort at customer service. They also charged me $4 higher than what I was supposed to pay-the hostel I stayed at had a deal with them but she said I had to pay more just because I booked it by the phone. Horrible company with awful service, uber would have been a lot better. I almost gave up on waiting and was about to call an uber but the hostel called and they said they were 2 minutes away, finally 10 minutes later they arrived and still made like 5 more stops to pick people up.

We ordered an airport drop-off.. the driver was soo rude.. he complained that we have a twin stroller with our 2 bags.. he said that he has another pickups and he has no space for the stroller.then he said that he will charge us 10$ extra.. come on now you have space!the shuttle cost will be 44$ and a taxi 50$.i am happy we didnt pay any peny for this unfriendly company that do not take kids and I family needs into consideration and instead only thinks about money.

Waited for more than 40 minutes. After all, took a taxi to the hotel. I cancelled and asked to pay the fees back to me, but no reply yet

Pick up from Airport catastrophe... they should include the imformation that you have to call them once you are there again in the email confirmation, it only says on website before you book, so I ended up waiting over an hour. Dont get why you have to provide your flight number if nobody does anything before you call... anyhow when the driver arrived 20minutes after my call, we were half way gone and then called back again, wrong Terminal noone there.. seemed all very unorganized. However the way back was perfect, on time even though traffic was bad.

We took thus shuttle from the Marriott Fishermans Wharf on Sunday to the airport and will never, ever do it again. The driver was rude, obnoxious, running red lights, honking his horn and condsending and then demanding tips when being dropped off at the airport. Not to menton the check engine light was on the whole time while driving.

Over 30 minutes late to pick me up for my flight

Arrived got our bags, went to airport shared shuttle service. Called company said we are here with bags ready. Oh we have none of our vans at the airport. Well I had a booking i paid you $60 in advance you knew my number my flight number what time we arrived why are you not here?Told us to walk to court yard 4 which is one hell of a trek with all your bags after a long flight. Said something to do with need permission to drive onto the arrivals floor?! Erm well youre an airport shuttle company you should have already had this all arranged. We landed over a hour ago and still waiting in the cold now. Not impressed would not use this company again.

Picked up on time, but driver seemed unable to keep a straight line and was driving far too fast. Not a good journey.

Driver used a left hand lane to skip past traffic and forced his way into the lane I was occupying, almosy hitting me. Stop driving like an jackass. Van #11, TCP24185.

The driver was on time and polite. Good service.

Just a shout out to the driver parked in from of Kaiser at Baker and OFarrell who littered less than 15 feet from a trash can. Great company values!

Nightmarish experience with the airport shuttle driver. He was incredibly rude, tossed my suitcase into the back of the van, slammed the doors, and drove to the next pickup point where I overheard another passenger say to him, Lose your attitude. He drove like a maniac to the airport. Bu the time I arrived I was frazzled. Never again would I choose this company to shuttle me anywhere!

Good service, nice drivers, customer oriented

Had to wait on these guys for an hour. We called and paid in advance so they had our information. The lady who was organizing the drivers told us she was sorry and that one driver refused to stop for us. The driver was extremely rude to another customer.

Great service and a friendly driver. Couldnt ask for anything else from an airport shuttle service.

Picked up the wrong person and I had to wait another half hour. Why do you have reservation receipts if you dont check them...

Dirty car ...floor dirty..windows dirty..older vehicle or must have done a lot of miles...rattles galore..driver very casually dressed..left more than a little to be desired..anyhow i guess you have to try these things once never again

Complete crap, called 40 minutes before, told us be there in 15 minutes, 55 minutes later they arrive, and no room! Do not do not complete crap

The driver of the Airport Express San Francisco was extremely rude and moody, he pulled a hand bag from a friend to put in the trunk without her wanted, spoke loudly, banged the door violently and drived honking. Also, it changed the way to pick up the phone that was forgotten in the company.

Both times Ive used this service the drivers have been rude

Van stinks like cigarettes and my driver doesnt speak. Pain in my ass.

The driver was extremely rude and didnt help with the luggage.There should be an option for No star for services like this

Terrible service, very impolite driver (almost hit van door on a friends face), stupid guy, bad driver after all (seemed to be carrying cows not people)!

Great Service!

What a disgusting, screaming driver! Very impatient and rude!Really a * bag

Bus full, little comfort. Better a taxi next time

The vans are working at full capacity. This means that you may have to travel to 4-5 more stations, which means 30-45 minutes of additional travel time. For two people its about half the price of a taxi. Otherwise everything ok.

Bus before the agreed time in front of the hotel, drive ok, driver spoke broken English, which was enough for the transfer