I just returned from a trip to San Francisco. I had reserved a round trip on a shared-ride van from SFO on the SuperShuttle web site. On their very professional-appearing web site, you enter your arriving flight information, leading you to believe that a shuttle will be waiting for you and the other riders at approximately that time. This is not correct; another woman and I waited an hour at the airport for a van. The man who checked us in explained that the drivers--who were formerly all employees--are now independent (like Uber drivers), and they were probably all having dinner. If drivers don't check in--no vans. The number of vans is also greatly reduced from what they had a few years ago, and from what I heard that was a result of the Uber/Lyft phenomenon, but all of the drivers in the "gig economy" are struggling. The good news, particularly since I was the last off, was that the driver we got was a lovely man; he was from Bulgaria and had a degree in slavic languages, and as I had recently visited central Europe we had an interesting conversation. So, it took two hours from shuttle check-in for me to get from SFO to downtown, but I was in no hurry.
A week later, I awaited my scheduled pickup for the ride to the airport. I got a text message the day before reminding me, so they had my reservation. They give you a time range to be out and ready; mine was 9:35-9:50, and I was out there by 9:25. At 9:50, no shuttle, so I called. Prerecorded message, hold music, and finally customer service allegedly put me through to dispatch. Hold music. At 10:00 I hung up and called a cab, which was there in 5 minutes. I called them again, and they are refunding my money, but I never did find out what happened to that shuttle.