Monterey Airbus Shuttle

Kristen M. Watson

I used the Airbus to travel to and from SFO to Monterey for a week-long conference. Overall, I wouldn't recommend them, but they're the only "budget" provider in town so... at least make sure you advocate for yourself by communicating by phone and double checking everything they tell you. Give yourself A LOT of extra time. I needed to be at destination by 3pm. Even though the website has a bus schedule I called and asked what the best time would be to pick up the Airbus at SFO- just to be sure the published times were up to date/accurate. The website says it takes 2h 45m from SFO to Monterey by bus. The very friendly rep on the phone said the 12:30 bus would be fine. I asked about traffic and other stops to be sure. She assured me it would be enough time. I was asked to be at the bus stop 15 minutes ahead of pick up time which I was. The Airbus was 30 minutes LATE picking up at SFO. I received no phone call, text, or email alert about this. After waiting for awhile I became worried I'd missed the bus, so I had to call dispatch to get an update and they assured me the bus was on the way. There were multiple traffic and construction delays on the way to Monterey. I didn’t get to my destination until after 4pm. :( I realize that these issues are not the company's fault, but it IS their JOB to monitor the roadways they travel and adjust their schedule and build in extra time for these issues. To add to my disappointment, our driver told us upon arrival that it’s typically a FOUR HOUR trip! During our trip no bathroom breaks were offered to the travelers and there was no agenda posted on the bus so we’d know what to expect re: stops. Clean, modern charter mini buses- but with little to no shock absorption. A very bumpy ride. They need to clean air intake and require masks on board- as it's very close quarters. I also experienced problems with booking. The fee chart said $70 each way. When I signed up it didn’t give "online booking discount" promised by rep I spoke with on the phone. I had to call them back, they had to cancel my booking and re-book me via phone to apply the discount. They gave me additional $10 off for the inconvenience, which I appreciated, until I found that others I traveled with to and from the same place had paid $50 each way...? Overall I was disappointed given the expense. I was upset about being late, especially after all the effort I made to be on time (flying in a full day early and paying for an overnight in a hotel near SFO, and calling them to confirm times/details). The whole experience didn't make for a great start to the conference I was attending. I called them to explain what happened and they were empathetic and said they'd have the manager call me back to discuss, but the manager never called me back.

Feli B

Have used this service several times without issue. Usually customer service is very good. Driver arrived late & did not tell people (who were very obviously waiting for the shuttle) when/where to check-in with him. He was rude that I hadn’t checked in, despite not having received directions to do so. I sought clarification on a change in procedure he had mentioned and his attitude persisted. I asked if there was a supervisor to speak with and he said I’d miss the shuttle if I called at that time and waited for resolution. Not the quality of service anyone wants or needs after a long day of travel.

BRC Bend ‘Bents

A pleasant ride from San Jose Airport down to Monterey. The driver arrived a few minutes late and did not apologize. Seemed lacking in personality and barely spoke. I enjoyed myself chatting up my seat-mate and was grateful we arrived safely. We did arrive 10-15min late, which I regretted since friends had come to pick me up. Glad for the shuttle service but just don’t want to give 5 stars when there’s room for a little improvement. 💙

Bryan

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!