Karmel Shuttle Service and Southern California Coach

Great service. Excellent driver. Was a nice surprise to be picked up in a party van. Kids really enjoyed it.

We reserved an SUV. Our driver was waiting for us at the airport before we landed and was texting us while we were taxiing to the gate. Great experience and quick and comfortable ride to Anaheim. Looking forward to the return trip.

Getting picked up from the airport was a breeze, Angela was amazing and on time. The shuttle itself has seen better days, but it did the job.
As for returning to the airport, I had to get an Uber. My flight scheduled at midnight and they insisted on picking me up at 8am. I cancelled the night before after trying to explain that I wasn’t going to be waiting in the airport all day long, but they called, texted, called my hotel phone and had the receptionist call my cell phone (all while I’m trying to sleep in as much as possible) again insisting that I get to the airport a full 14-15 hours before my flight after I had already cancelled the shuttle. Please get it together.

Had to wait 55 minutes, with small children, for a pre-scheduled shuttle. They should have had a driver ready at our scheduled time. They don't have enough drivers but the company keeps booking customers.

Excellent service to and from lax for international flights. Drivers are always early, are professional without being stuffy. Stay with you and make frequent contact with you customer if flights change or are late. Navigate lax construction well.

DO NOT USE THIS SERVICE. Our would-have-been driver appeared to be very nice. However, absolutely zero stars for everything. Our transportation was supposed to arrive at our hotel at 5: 25pm for service to the airport. I received a phone call at 5: 24pm that our driver was stuck in traffic and that his new arrival time would be 5: 40pm. 5: 50pm comes around and still no vehicle. I called the number provided and the man informed me that it would be 5 more minutes. 10 minutes goes by and our transportation still has yet to arrive. I called the phone number again and the same man I spoke to prior said it would be 5 more minutes. Our driver finally arrived at 6: 10. Our driver was 45 minutes late. By this time we had already called for another car service in fear of missing our flight. The driver seemed apologetic and sympathized. To top things off, at 6: 35pm a man called me and said he was ready to pick us up that he was outside of our hotel. At this time we were well on our way to the airport via Uber. I have tried to call this service several times to request a refund but no one has answered and their voicemail is full. Save yourself the frustration and ride with a different company.

UPDATE: while I don’t believe in removing a honest review. This did deserve updating. The company contacted us and refunded the entire service, but more importantly to me - explained everything, owned the issues and made no excuses and valued what we shared! They have removed the cars of concern and took the complaint very seriously. No one is perfect, Covid affected their business and a sudden surge in travel, caused some hiccups. I stand by a company who can admit when wrong, make it right and work to earn your business back. So, I would say based on the response, resolution and service we’ve received since expressing our concerns - give them a chance! Hopefully our experience was a one off, Covid has made things difficult in so many ways, this family owned business - needs support and based on this resolution I feel they deserve it. Thanks for making it right Karmel

First off, 10/10 for the fact they were on time & arrived when and where they said! This is ultimately the most important. 0/10 for the vehicles we got. When we were picked up from LAX the front passenger seat, had no seatbelt - just wasn’t there. The engine light and many other lights were lit up and going off. The air conditioner had to be turned off because of it - we were hot and uncomfortable. The car held together by duct tape - literally. On our pick up from hotel, back to LAX - the driver said he has a bad back and couldn’t help us with anything - we paid a lot of services we didn’t get. Help loading luggage, safe ride, at least a safe car. We didn’t get that. The car to the airport was missing vent covers, held together with tape and the entire ride the front console in the middle was flying open over and over on the freeway, causing great distraction! The driver didn’t speak a word, didn’t help with bags and it was ultimately very uncomfortable! Wouldn’t use them
Again, or recommend based on our experience!
I only have the one pic, which is maybe the best part of the car, we were in. It was awful, felt unsafe for sure!

I would HIGHLY recommend Karmel shuttle. We booked late the night before abs they sent us a confirmation email right away which I could not get from a taxi service. They were kind, friendly, and amazing drivers. They arrived on time to pick us up and called us to make sure we were coming. I would highly, highly recommend! Thank you, Karmel!

Downhill since covid! Picked up in unmarked broken down dirty mini van. No AC. Had to drive with windows down from LAX to Anaheim. Brown splatters all over the inside of the carpeted vehicle. It was nasty.
When we got picked up after vacation to go back to airport, we were in a nice black vehicle this time.clean.but driver was an hour late. We called them and they said they were close but they weren’t (lied). Driver drove super cray.made all of us car sick. Won’t book with this company ever again.

DO NOT trust these people. They don’t care about you, your safety, or even that you made a reservation with them. When we arrived at LAX they kept putting us off saying “10 more minutes. ” When they finally did arrive I approached the driver, gave him my name, and then told me he wasn’t my driver and let another family bargain for a ride instead. I called dispatch and they verified that my driver picked up another family. After demanding a new driver, we were finally picked up after waiting in front of the airport for an hour and a half.

As for the ride from the hotel to the airport, I can’t provide any feedback because THEY DIDNT SHOW UP. I tried to call dispatch several times and no one answered. I ended up booking an Uber x3
the price so we could attempt to still make our flight.

I don’t usually leave reviews, and I especially don’t leave reviews when I have bad service. I usually let it go. Take my warning into consideration. DO NOT use these people. I booked my reservation through Super Shuttle who contracted this dumpster fire of a company so I didn’t have a choice, but you do. Go elsewhere.

Edit in response to Business Response: This is completely false. I understand that times are strenuous but that doesn't mean you can't at least communicate with your customers, especially when you know they are under time constraints. Our shuttle was scheduled for 10: 40. I made several calls to Karmel with no answer and finally got ahold of someone at Super Shuttle at 10: 55. I spoke to the customer service rep who said they did not have a driver assigned to my ride so I asked to cancel the ride, which they did. I then received a call at 11: 29 from the driver saying that they were at the hotel and were only notified of the ride 10 minutes prior. I'm happy to send over my call logs. Do not accuse me of falsehoods.

Fantastic. We were so happy with the ease of Karmel & specifically with Soel who was our driver. Great way to start our trip.

Had an amazing trip… until our shuttle back to the airport…Karmel Shuttle over booked our driver and he was just about an hour late! Thank goodness I book a little early to our flight but basically an hour late for an airport pickup was ridiculous. Joe the dispatch guy is not a very pleasant person to deal with. He is lucky to have the amazing drivers he does have. Karmel shuttle needs to get it together.

I'm reaching out to make a statement about our recent airport shuttle drop off experience with our assigned driver. First of all we were suppose to be picked up at promptly 7: 40 pm. Our driver then did not show up until about 8: 10 pm due to him arriving at the wrong hotel location (twice). When he arrived and was loading up the luggage he basically told us that we'd be picking up two other parties. This took us by surprise as we paid for pax private shuttle. He insisted on arguing with us saying how we didn't pay for private and that everyone paid the same rate on top of arguing that dispatch would agree with him. We proceeded to call dispatch ourselves and we spoke with the person, as he continued to pick up TWO other parties at another hotel. The dispatcher was continuously telling us that we paid for private and that the driver should not be on his way to pick up those other passengers. He blatantly disregarded this information and decided to pick them up anyways. The dispatcher told us that he would put it in his notes and advised that we contact customer service, of which has not responded. It was extremely disappointing being this was our first time using the Karmel Shuttle service and depending if anyone reaches out to us, will probably be our last if this is any indication of how the company operates

No air the whole way to the airport. My 6 yr old got sick after we asked twice for the air to be turned on. The vehicles are not well kept. Will not be using again

Do not use this service. They came to pick us up at LAX and right away we’re going to stop for another fare. After that got straightened out the car broke down about 20 minutes into journey. The driver was friendly the car was dirty. According to driver it was not his car. Second driver came to pick us up again was courteous car was dirty, the rear air conditioning vent in ceiling was missing.
Emailed them twice about my complaint but never responded. Do not use this service.

Our flight was delayed returning from Disneyland (through no fault of my own). I contacted Karmel and they told me we could not change the pick up time and we would still be charged if we didn't make our original pick up time. There's NO way I was going to sit in the airport with 3 little kids for 4 hours. Don't waste your time or money. Thanks Uber!