Customer ReviewsforGroome Transportation

I booked a reservation with Groome Transportation for a shuttle from a hotel in Santa Fe, NM to the airport in Alburquerque, NM. They told me I had to purchase the trip upfront including a tip for the driver so I paid $57.03 with my credit card. Online it said that you could cancel before Midnight the night before your trip. My friend told me she was able to take me to the airport, so I called 48 hours before the scheduled trip to cancel. I assumed I would get my money back. They told me there were NO REFUNDS. No matter what. And that I would have a year to use this credit, but I don't live in New Mexico or anywhere else that they provide shuttle service. I spoke to the Manager twice and she was super nasty and rude. I've filed a dispute with my credit card company but I will probably lose since they put it in writing on their website that the don't give refunds. I think this is terrible business to take someone's money, not provide a service and not provide a refund when the cancellation was done 48 hours in advance. Beware of this company. Don't pay upfront, you will lose your money.

Our local management team has already spoken with the customer and she acknowledged that when booking on our website, you have to agree to the cancellation policy (below) before actually booking. The customer booked the reservation herself online and agreed to the policy. You must cancel or change your reservation by 11:59pm the day before your travel date. No refunds will be issued. If you need to cancel, you will be issued a credit for use on future travel within the next year. The travel credit is valid for one year from its issue date (the date of the original cancellation). Travel must be rebooked by the expiration date (one year from its issue date). The travel does not need to occur by the expiration date.Credit will not be issued if cancelling after 11:59pm the day before your travel date. Same-day reservations are not eligible for credit if cancelled.

I contacted this company BY PHONE to arrange reservations for travel. I informed the representative I was working with that I was traveling with a child. The day of pickup the driver would not take me and my child because I did not have a car seat. The representative did NOT tell me I would need a car seat. I called to speak with someone in office. Lady said I needed a manager who would be in office in 30minutes. Over an hour later, I called back to speak with the manager. I was told she just arrived and needed time to settle in. Another hour later, I finally got a call back from someone. She told me she could not help me get their refund because their website says their policy AND I did not ask about a car seat. Yet, it does not make sense that I would ask a question about a policy I did not know about. It is also frustrating when a manager wants to keep referring me to a webpage when I did not say I located them via a webpage. I had their phone number and spoke to their representative for assistance. They refuse to acknowledge the fact that their representative failed to provide me with vital information for my travels! Further, they refused to refund me or accomodate me! This company is a fraud and I do not know how they stay in business when they take advantage of young mothers traveling with children!

We apologize for any communication error on our part during the reservation process. Unfortunately, our customer service representative assumed that the mother was providing a car seat/booster seat as they understood that most all states have child travel restraint laws, especially for young children under the age of 6 yrs. old. We do not offer car seats or booster seats as a service. However, our staff and driver did try to assist the mother and child further at the airport by suggesting she pursue two known options to obtain a car seat; check in with the airline at baggage claim as they have helped their passengers in the past with borrowing car seats, or contact the nearest store for purchase and delivery of car/booster seat. Unfortunately, neither option was pursued. We regret that the trip to Sedona had to be canceled as our focus is always on the safety of all passengers.

This is false information! NOBODY employed at Groome Transportation assisted me with trying to get a car seat! I even asked them where would I get a car seat from if I am stranded at an airport. The response I got was if you figure it out you can give us a call back for a ride. Then, on top of this, the supervisor still refuses to refund my money! So this company is full of crooks and liars!

Further, the majority of state laws pertain to private individual cars. There are often different regulations for car services. Your representative should have stated the company's policies instead of making "assumptions" of the customer. Yet, no one from the company wants to admit their employee should be providing this vital information! This is a major problem.

We have ensured that all customer service representatives include this information in their scripts when booking a young child for travel on our shuttle. A refund for your shuttle trip has been issued. Please allow 5-10 business days for that refund to credit your account.