Groome Transportation Reviews 

Worst service ever! Arrived at Atlanta from France. Walked out to meet bus at 10:58PM. Even told family we're two minutes early. No bus found going to Gainesville. Pick ups are NOT hourly as they advertise. Now waiting until 12:30AM even though they have a bus dropping off at 11:35PM. Was told that driver will sit on his ass until 12:30AM. Again, worse service ever!

Be warned: this company has a strict no-refund policy that they conveniently hide when you book (at least in my case I was not informed). If your travel plans change, they will only offer you a credit. That does absolutely nothing for you if you aren't a regular traveler and desperately need your money back. I called just hours after booking, and they literally refused to give me a refund. They are nothing but thieves who care about profits, not loyal customers.

I booked a trip to the Phoenix airport and was not told the ticket was non-refundable. The very next morning I requested a refund asking them to make an exception and they refused.

I told them to review the transcript of the call and they dismissed me.

It amazes me how these companies will risk bad reviews on multiple platforms that will cost them way more than $100 from bad reviews.

In the future, Ill be happy to pay another company more if necessary than support a company that puts $81 before their customers.

Very bad company!
I rode to Phoenix airport with them, shuttle was 20 minutes late, no apology from the driver, van was terrible, dirty and very uncomfortable.
I even applied for a job as a driver, I’m well over qualified for it but I never received a response from nobody, I have a friend who is a former truck driver, he also has applied several times for a job as a driver without getting any response back from them, but they keep posting adds about employment opportunities, they make you spend hours navigating a lengthy employment process and then they don’t even get back to you.
Horrible company.

Ghosted at Monterey Regional Airport after confirming pick up..Very difficult to reach customer service. I was refunded ticket price but they did not cover the last minute pricey Uber. Awaiting follow up response from Groomer

Groome changed their schedule in Jan 2026 for San Jose to San Francisco. I followed their new schedule on their website and arranged a pickup in San Jose. I waited past scheduled pickup and another Groome shuttle arrived going another direction. They radioed their base to find out the new schedule on the website was incorrect and my scheduled shuttle, confimed by an email from them no longer was running at the time I was supposed to be picked up. I had no choice but to get an Uber to San Fran airport. I called Groome during my Uber ride and they admitted to having incorrect times on their website and asked me to email them my Uber receipt for reimbursement. I did send them my receipt and got no response. I sent an email and got a manger who had no idea of my situation and I explained what happened and sent receipts again. No response even though I sent another email to them about the status. A month later and not even the courtesy to reply to my inquiries. It is a shame because the drivers were always excellent.

I have used Groome Transportation several times for shuttle service to trim my house in Leesburg, Florida and Orlando International Airport. But now I get a message from them that no pickup is available at my address in Leesburg. Go figure??? Things would have been much better if Groome had never taken over airport services in the general area that had been operated so much better and smoother by Village Airport Van!!!

Horrible service! Driver left at 12:05am and was supposed to leave at 12:15am. He drove off as I walked outside at 12:05! This caused me to kiss the shuttle I paid for and had to then pay for a lift ride from msp airport to get home! Absolutely ridiculous! Steer clear of this company! They do not hold up to their own set standards. Also did not receive a heads up phone call either!

Setup a reservation for 10/11/2025 with return on 10/18/2025 from Augusta to Atlanta. Round trip with tip $311.00. I received a text on 10/10/2025 saying no parking was available and i would need to be dropped off. I booked with them so I could leave my car and ride to Atlanta. Our flight back with shuttle would be after midnight. I had no one available to pick us up that late. I called to get a cancellation. They told me only a credit for future use would be credited. I called my credit card company put this in dispute. How are you going to say no refunds. I do not give money away for no services. I will never use them or recommend them to anyone.

Booked from San Jose to Monterey, CA and back. Told driver where I wanted to stop but was billed for stopping at the Monterey Airport which is not where I was dropped off. Even worse, the driver was reading some kind of paper ( not news) while driving!!! I could see his eyes go from the road to the paper and back again. It was really unnerving. My seat mate felt the same. The vehicles seem to have no springs.
The return driver had a lead foot so we were constantly bouncing forward in traffic as he hit the brakes again and again.
I was overcharged on both ends, but they did not refund my credit card. I now have a Groome “credit” for a city I am not likely to return to in a year. Groome is a really Crappy Indifferent Company with less than careful drivers. Avoid if you can!!

Rude staff, no parking for travelers with reservations.

We travelled from Atlanta to Memphis on 9/4/25. For the first time we used Groome Transportation based on good feedback from friends and neighbors. The only complaint I had heard was the lack of parking. Apparently reservations with start and end dates to not match parking spaces which is a disaster for a business like this. A friend found out at 4:30 a.m she would not have parking. Neighbors found out at 4:30 a.m. too on their last trip.

I, as directed, called the night before (Wed 9/3) to inquire about parking. The lady was very nice, thought there were 9 spaces but then I got a text saying there were none. She told me to call back at 8:00 a.m. on 9/4 since there could be a space. A neighbor agreed to drive us but we were hoping for a space since we were returning on Sunday. Many times I communicated that my husband has mobility issues, and made sure he could get into the van, have a parking space. I called at 8, was on hold for 30+ minutes, even as we drove away to head for the lot, to ask about a handicap parking spot. I finally hung up.

When we arrived there was a handicap parking spot. The 2 staff were not on the phone and just ignoring calls. One was the man I spoke with initially who was not pleasant at all, unprofessional..

Since we had no parking at the lot and no way home, we ended up renting a car at the Atlanta AP, driving home and returning the car the next day.

I have been recommending Groome based on friend’s feedback but none, until recently had ever not been able to park there during their trip.

I will never recommend Groome, will never take the service again. The staff was rude, unhelpful, unaccommodating. There should under the ADA always be spaces for handicap individuals who are traveling and using the Groome service.

This service is needed, and I’m sorry the business plan is not solid and ensuring customers have parking spaces to match their reservation. It is a recipe for failure.

We have used the previous Workman’s Transportation many times and we were very happy with the services. We recently booked travel from Orlando to The Villages. Our plan was to do home searches yet our mom who is 90 years old has turned ill so we have no choice but to cancel as we are her only caregiver’s.The future is now unknown and it appears that we can’t get a full refund. I would hope that Groome can make an exception on their policy.
Our confirmation number is A14702515.BE. Also after many calls to Groome it was clear that it is impossible to talk to anyone at this business.
Keith

Terrible Customer Service – Rude, Inflexible, and No Understanding for Travel Delays
After my flight was diverted to Amarillo, TX, due to a closed Denver airport, I missed my pre-booked shuttle to Fort Collins. We landed at midnight, too late to reschedule, and when I called the next morning to request a credit, the agent was rude, dismissive, and unwilling to help. This company holds a monopoly on certain Colorado–California routes, but their customer service is unprofessional, inflexible, and lacking in basic empathy.

Bottom line: If you have another option, take it—this company’s customer service will leave you stranded and frustrated.

Not a pleasant experience. I had a reservation for a Groome Shuttle. I confirmed with the driver I would be there. The driver left before the scheduled departure time, leaving me stranded. To add insult to injury, the drive later text me to chastise me and demand to know my whereabouts after abandoning me. Reaching out to the company resulted in zero efforts to acknowledge or remedy the situation. They will leave you. Their drivers will send you rude texts. The company will not respond to contacts.

The website for the MSP airport Terminal 2 instructs you to cross the skywalk and go down to level 1. What they neglect to say is that there are TWO skywalks. After crossing the only skywalk I saw and wandering around the parking garage looking for the shuttle area I reviewed an airport map and saw there were two skywalks! While wandering around, I tried to contact someone from Groome by googling Groome, there is NO customer service number! The only way to contact them is to send an email and they will respond in 24-48 hours. Seriously!!!! In the meantime, I missed my shuttle. When I finally got to the right place, I asked a shuttle driver to another destination if my shuttle had left. He had no idea. I requested that he give feedback that they need to put a contact phone number on their website. His reply - I can’t do that, I’m only a driver. Seriously!!!! Also, the driver has my phone number - why don’t they call if you’re not there? My daughter takes shuttles back and forth to the Chicago and Indy airports quite frequently and they ALWAYS call if she’s not there. The only way I was able to contact them - finally - was to google Groome in Duluth. After going through the first prompts to get to a person, I was cut off. Had to call back a second time since I now needed to reschedule. Defining got a happy camper either this company. So many little things they could do to provide good customer service. Will definitely avoid them going forward.

booked on line cause they said it was cheeper but not i had to leave a gratuity before i could finish reservation why

Having used Groome Transportation since they started in Eau Claire, I have never had to write a bad review...until now. Recently I booked a round-trip shuttle for myself and my mother for our trip to Greece. Our flight back from Philadelphia to Minneapolis was delayed due to storms. I called Groome to inform them that our flight was delayed and supposed to come in at 12:00 AM, so we would need to change to the 12:35 shuttle. The person at the desk was helpful and took care of that. Unfortunately, our flight was further delayed and we didn't arrive in MSP until after 1:30 AM.
There is currently no way to contact anyone at the Groome office between midnight and 7 AM and there is no shuttle between 12:35 and 4:30 AM. Our option was to wait until 4:30 and gamble whether we'd be able to have room on that shuttle (again no communication to guarantee that) or else wait even longer.
Ultimately, we elected to spend more money and took an Uber.
I called Groome after the fact, and while the receptionist was kind and understanding, Groome would not issue a refund or credit to a future shuttle trip because I didn't give 24 hours notice (which is impossible in that situation) and because there was "a shuttle" (at some point) available to us (although maybe not together either).
As disgusting as the lack of credit/refund is, the worst is the lack of communication available to passengers like me. It was very distressing not to have any way of communicating with Groome for hours. I realize that my situation is probably uncommon, but nevertheless, is possible.
In the future I will most likely be using other means of transport to and from MSP.

Tonight Groome found it appropriate to default on my booking, leaving me stranded 80 miles from home overnight, and won’t refund me. Be cautious. Groome, it’s not too late to make this right.

This company was 10 minutes early picking me up which allowed me to get to the airport even earlier. The driver drove safely and was very polite. The return trip from the airport was equally satisfactory, even in the face of a 10-mile backup due to an accident. They're just a great company. The price is GREAT!

On line mobile phone booking is not working, impossible to complete the order.