Arrived at Dulles airport and could see no information about Supershuttle. A fellow passenger sent me to a very sullen, rude woman who had great difficulty accessing my Viator booking and was told to wait for twenty minutes. Death defying trip took us to our hotel.
The pick up was really poor. The voucher explained wrong information as to where to go. There was no guidance at the airport with no one to greet us. The information given said we would be greeted then guided to our pick up. When we searched the airport for 20 mins we found the guide at the wrong place 2G different floor. He then said we had to wait 20 mins. This turned into nearly an hour. Due to this we got stuck in rush hour traffic.
Confusion amongst the ground staff when I presented my voucher as they couldn't find my booking - resulted in standing around in the bitter cold while they tried to find it but it was a systems issue rather than the staff's fault. They finally managed to do so but had to wait another 15 minutes or so for the van. Driver was good and politely asked whether it was ok to route to Ronald Reagan first as two of the passengers had to catch connecting flights. Service and ride was good overall, only three stars as had to wait unnecessarily in the cold for so long.
It was bad. I must have waited in the van for at least an hour - people got on got off, were moved into different buses- it all came over as ineffectual and unorganised. I don’t blame the driver he actually told the reps that they couldn’t keep people waiting like this...and we got on the move
Very pleased with the experience driving from Dulles airport in DC to my hotel. The driver was pleasant and although he drove a little fast, that wouldn't stop me from using the service again or recommending it.