Monterey Airbus Shuttle 438 Calle Principal, Monterey, CA 93940

"It's called Groome Transportation now. Needed to travel to Monterey in California from San Francisco and this was the best option. Booked on line and although the process needs a little tune up, reservation is quick. The exact location for pickup is not clear and there's no signage at the airport, if it's your first time it might be stressful. Bus/van is clean and comfortable, drivers where polite and professional."

"Groomer shuttle took over from previous trans company. Wife had a reservation for 8:15 pm pickup on Calle Principal location. The company called us at 7 pm, notifying her that her bus was cancelled due to company issues. They said she would have to catch the bus at 7:20 in Marina, not our home town. Gave her a twenty minute notice. Very poor customer service. In the end I had to drive her to SFO to catch her flight."

"Avoid this shuttle service due to unreliability and lack of customer service! Take my experience as your forewarning. I booked an evening shuttle a few weeks in advance of my travel plans flying into San Jose to shuttle into Monterey. On the day of my travel, my flight was delayed so I called into their phone line to see what could be done. Their representative told me no problem, I would be moved to the next shuttle and my reservation would be updated so I would have a seat on that shuttle. Once I landed in San Jose, I hadn’t received an email confirmation nor text of the change so I called back into the phone line and was told that the change was never made and that the shuttle was now full. The next shuttle wasn’t for much later in the evening and I had firm plans to arrive in Monterey at a certain time. I was left with no option but to book a Lyft (which I obviously was avoiding due to the high cost and possible unreliability of drivers in the area). I reached out to management to request a full refund for my ticket and they granted this, although beware, you have to fight for this refund even if the cause of your issues falls on the company’s fault. Additionally, I asked for compensation in the cost incurred for the difference in my Lyft ride vs the Monterey Airbus Shuttle ride and I am still in battle with Groome (the multi-million corporation who is the parent company of Monterey Airbus Shuttle) to get this compensated. AVOID AT ALL COSTS."

"Try not to use this service. I called to make a reservation and the agent hung up on me. He was extremely rude, so when I asked him about it, he hung up. I called right back. When I said hello and he recognized my voice, he hung up again. I had been civil before but now I was not happy. I called back a total of 10 times to try to take to a supervisor or get any time of service and the guy hung up on me every time. I can admit sometimes I can become a “Karen” but actually this time I was very professional. After such abysmal service, I submitted a complaint with the Better Business Bureau. They were unable to get a response from this business!! Business like this should not stay in business!!"

"Be sure not to bring more than one luggage! Drivers will force you to pay cash to them. Also said to me to buy another seat if you want to take a carryon luggage on the bus. According to the driver ( the driver prepares their website terms and conditions for you), “ Each passenger is allowed 1 large suitcase.” So they want extra money from you. I called their office and a rep said drivers usually accept extra bags if they have enough room, but it is at the driver’s discretion. They do not have any prices for extra luggage, so drivers will take your money. They don’t have any competitors so they can do anything they want. How many bags you can see in my picture? They are so greedy!"