Air Brook

FEEDBACK: J.C.
Like most businesses, am sure you usually hear more complaints than compliments. But here’s one: Used Airbrook from Newark to our home yesterday & was stunned by the kindness, professionalism & caring of your driver, Andre, #321. I had injured my foot & he couldn’t have been more helpful — even helped an older gentleman next to us get HIS luggage off the carousel! Plus, he was an excellent driver. We have been clients for many years & I have to say (as did my husband), he was the best driver we’ve ever had. I have requested he be booked whenever possible for all of our business & personal rides. Thanks J.C.

Didn’t even end up booking with this company because their customer service was so ungracious and inefficient. Went with Royal Coachman instead to get an employee stranded by the Amtrak disaster from NJ to DC.

Will not use this company again — return flights canceled twice from west coast back to NJ due to winter storms caused need to reschedule pick up for ride home. They charged me fee for their driver being at airport over 2 hours early for red eye flight. A flight I couldn’t get on out of NC because I was stuck on the west coast since NO FLIGHTS WERE GOING EAST for two days due to the bad weather. This explanation fell on deaf ears with their front office. Drivers are A+ though!

If I could give less than 1 star, I would. This company is the most incompetent, unprofessional, and rude car service I have ever dealt with. I absolutely advise against giving them your business. If you walk to the airport, you’ll have a better chance of making your flight.
It was the day after my wedding and I needed to book a flight for our honeymoon. Since I’m not from New Jersey, I’m not familiar with how long it takes to get from where we were staying to the Newark Airport. So I asked the dispatcher, «It’s an international flight, what time do you recommend for pick-​up?» The dispatcher gave me the recommended time, and I didn’t think much of it. I trusted that they knew what they were doing. Big mistake. Not only was it much later of a pick-​up time than they should have given me (found that out after the fact), but the driver took a route that took over twice as long as it should have — assumedly because he wanted to avoid tolls. Instead of taking the highway, he took side streets, back roads, and went through highly congested downtown areas with lots of traffic lights. We missed our honeymoon flight as a result, and when I called their customer service line they offered no apology but said it was my own fault. After being passed around from one person to the next, I finally got a woman who said she’d look into it and call me back. I didn’t have cell reception for the week I was away on the honeymoon, but when I got back, I expected a voicemail from their customer service. Nothing. I tried to call again, but their customer service lady is never in the office and doesn’t believe in returning voicemails. After nearly a week of trying to get through to someone, I finally got the same customer service lady, who said she had forgotten about it and that she would look into it again. Long story short: they offered me $ 50 off my next ride (the ride that caused me to miss my flight was over $ 100), but that $ 50 off is useless to me as I don’t live in the NJ or NY area, and even if I did, I would never use their service again. The customer service lady I dealt with was incredibly rude, unhelpful, and incompetent. Our driver chatted us up the whole time about his personal life and how much he makes as a driver and didn’t care at all that this was our honeymoon. He was the most unprofessional driver I’ve ever had. I’m more than happy to talk to drivers most of the time, but when you’re on your honeymoon, you just want to relax and be with your spouse.
DO NOT USE AIR BROOK. YOU WILL REGRET IT.

Don’t bother. The truest measure of a good car service is whether they pick you up or not. Airbrook left me STRANDED twice at Newark Airport. They didn’t bother to call, email, apologize, or discount. When I called to fire them from all future rides they didn’t care one bit.

Warning: do not count on this company to keep their promises. We called and they said the shuttle would be there at the stated time… they didn’t show, and when we called to ask, they said they would look into it and call back. They didn’t call and then when we called again they said the shuttle wasn’t coming. Left us high and dry.

NEVER WORK for this company! My old roommate worked for them for exactly 3 months (after all the training and expense to get uniforms etc.etc.). Everyday I watched him come home as they worked him to death and treated him like crap! I remember him telling me about the first interview he had with the head of their HR and about how much money he said he’d make if he worked hard… He worked 72+ hours, 6 days a week, 12+ hr. shifts– and after all was said and done (and all the paperwork the guy had to do after he came home everyday on his own time) he was making exactly $ 10.25 an hour… He said the dispatchers have no idea what they’re doing half the time, they yell over the phones at the drivers for ‘their’ mistakes and are absolutely unwilling to help the new guys. Everyone who has been there for more than 10 years (he said) you can expect to be either condescended down to or ‘threatened’ by the ‘tough-​guy’ management. And their premier ‘clients’ are an absolute horror to deal with, especially if you’re late (no matter the reason) — people actually screamed at him for things like traffic, accidents, general delays, as if he could control it all and was responsible for it… Once he actually had to pull over, get out of the car, and physically remove one of these prima donna clients from his car and left him on the side of the highway because he threatened him physically (which he almost lost the job over). He said 90% of the drivers are great guys and have learned to blow off the bs from their offices and the clients because there is no work to be found these days, but they’re all are treated like dogs and they have to take it because they need the work, otherwise they would all be doing something else! From what he said, they have an unbelievable employee turnaround for a Limo company! He was a driver for a long time before he ever hooked up with aircrook and said that this place was the dregs of the limousine industry… Thankfully he found another Chauffeur position with one of their competitors and is happily employed.

When you reserve or book a limo company, the expectation at a minimum is that they show up to pick up the customer– the only variable should be possibly timing. This company was abysmal as they never showed up– period. I received a call back and an apology for them missing my 5:15am pick up for a trip to Newark airport for a 7am flight and had to scramble for a cab to get me there on time.
If that’s not bad enough– THEY NEVER SHOWED UP FOR THE PICK UP FOR THE RETURN FLIGHT EITHER!!!
Abysmal cannot adequately describe their lack of their most simple service– TO SHOW UP.
For anyone who travels extensively, the last thing you need to fret about is a car service doing what their supposed to do– and that’s pick you up on time AND IN THIS CASE… they missed the front and back end of the trip. Calling with an apology after missing the departure screw up and then forgetting about picking me up on the return flight is UNREAL.
I’m only posting to let others know to look elsewhere– it’s only fair to have a forum to speak out against such an important service.

Different experience than Megan R. but same rating applies.
Call for a pickup at 8:30PM Tuesday. Monday comes and I needed to contact them to change pickup time. I was on hold for over 30 min. No one answered. Called back and tried to get a dispatcher. No one answered. Called multiple times and was just on hold. When the guy showed up he said sorry and that this happens often with their phone system.
I guess an apology is better than nothing. No more for you Air Crook

I used to us air brook but no longer. They lost my online reservation and left me in the lurch at 5 in the morning. When I called they said there was no way to get a car to me in time. I begged and pleaded for a ride from family and friends, and believe it or not made it just in time.
When I have paid for in the airport pick-​up the last couple of times they were not inside and I had to find them outside. After hours on the plane this is not what I want to be doing.
I think I am going to need to find a new limo service.