Customer ReviewsforGroome Transportation

I am a senior citizen and was misled by the arrival driver to wait in the exact location upon my return just to be informed that I needed to move to the opposite side. Then I was told they were running behind; the bus would arrive 5, 10, and 30 minutes late. I reassured the office manager on the phone where my location was and Donovan assured me I was in the right location. The driver came and as I was trying to get up and I flashed him to stop; he looked at me and drove off! I reported it to the office manager and I was told the next bus would come in an hour! I’ve been waiting to return home to my business for 3 hours outside in the cold! The manager told my concerned daughter that 7 passengers had been picked up as if I wasn’t there; not knowing she’s a former employee that knows the passengers had been picked up from different locations of the air port. I’ve missed several clients waiting on me in my barbershop and a meeting with the mayor to give away toys and coats to kids for Christmas! This is totally unacceptable! I got home after 3 pm. I’ve lost business and the opportunity to do a good deed for my community.

Thank you for reaching out, please contact our office manager Linda D********, at 423-954-1400 or ************************** so we can gather more information to assist you.

I feel it is necessary to share the sub-par services from Groome transportation. On 4/1/2023 I used Groome to take my daughter and I to the BNA airport from Chattanooga. I used their suggested shuttle based upon my flight. Booking was very easy and the staff/driver were very pleasant. However, due to their inability to deliver on their services, I was out an additional $1,267.42 and they have shown no desire to work with me on a resolution. Because of this, I can not recommend their services as they have proven they will not make right issues they, themselves, have created. Details: We were to leave at 2:45 PM that ended up being 3:16. The driver was there and checking traffic noting a delay around moccasin bend. The shuttle we were supposed to be on had not arrived yet: told was running late, now after 2 months they are saying it was mechanical. Now 31 minutes behind schedule before pulling out of the parking lot. The driver got on I24 and into traffic. A passenger used Wayze and advised of an alternate route (driver should have been prepared) Once clear of traffic the driver was doing 55 in a 70. We made a stop on Monteagle to pick up another passenger that wasn't there. Waited there approx 15 min. I pointed out that many of us were more than likely missing flights. I also inquired why the driver was only doing 55. The pace picked up after that. On 4/4 Linda refunded all Groome charges. I asked about the other costs incurred and was told they would pass that on to her. I received no further communication so I called back the following week. Over the next 2 months I would reach out repeatedly with little or no response, I was essentially ghosted. I was finally advised that the issue had been sent up to corporate yet there has been no further response. I gave a deadline to receive a response and received the "Mechanical" excuse, bad traffic and I chose the wrong time that their system suggested and they would not be assisting beyond what was already refunded.

Groome Transportation and its affiliates will not be responsible for delays caused by weather, road, or traffic conditions; mechanical failure; or any other conditions beyond our control. Any expenses arising as a result of delayed departure or arrival times, including missed flights or travel connections, are the sole responsibility of the passenger.

We refunded the passenger his ticket charge with our company as a courtesy, however due to our policy that the customer agreed upon when booking we are not responsible for delays. 

I do not accept this as a good response. The day of travel we were told the shuttle was running late, now it was a "mechanical issue". The driver could have also done things to mitigate the delay due to traffic but only did so after the passengers spoke up as well as doing more than 55 MPH in a 70 MPH zone once free of traffic.