Choose Prime Time Shuttle Long Beach for Efficient Travel

booked a shuttle from this Prime Time Shuttle months in advance to pick us up from the airport. One hour before my flight back home, I got an email (not a phone call!), letting me know my shuttle pick up had been cancelled. One hour before my flight!!! My husband called immediately, and was told the reason for cancelling was that they couldn't get a hold of our shuttle driver! Of course my husband was upset and asked to speak to manager. He was put on hold for over 40 minutes, obviously a move from the representative to avoid dealing with the mess they created. So, I called while he was on hold and explained to a different representative that our flight was to arrive after midnight and it was too late to rent a car (it was a small airport) or try to book another shuttle. They refused to try to get us a driver and claimed there was no manager that could speak to us and there nothing else they could do for me. We ended up being stranded at the airport with 3 young children, finally after hours we were able to rent a private car for triple the price. The way they manage their business is disgusting and unprofessional. They didn't even have the decency or courtesy to call us to inform us of the last minute cancellation, instead they emailed! The company that thankfully stayed open to drive us home ( 3 hours away), told us they often get last minute bookings from customers who were cancelled last minute by Prime Time Shuttle. I am not surprised to say that a manager never called us back, despite the fact that the representative assured us one would call back the next day. I will report them to the BBB. Please do yourself a favor, and do not book this company! You might get lucky and have a desent experience but do you want to risk being left stranded??

Made a reservation for my young adult child to get back to campus safely and they FAILED miserably! After checking in "ready" at 4:00 p.m. she waited 22 minutes before calling. She was told to "give them 20 minutes and they would check with dispatch." She never received a call back and was "rescheduled" via email for a 4:45 p.m. She waited another 15 minutes and finally took a cab back to campus. I tried to call for an hour and was hung up on, put on hold and then the recording tole me their were "no agents available." At 5:30 p.m. I finally got through and asked to speak with a manager and gave my contact information. More than 24 hours later, no response. I called again to speak with a manager and was told the agent was one, but she couldn't approve a reimbursement for alternative transportation taken. I asked for an explanation as to why no one showed up and she read in the notes "there was no one available to pick her up," but they NEVER told us!! My daughter was sobbing, put in a vulnerable situation and wasted valuable study time waiting for these fools. I gave them 24 hours and multiple calls to apologize and rectify the situation and it wasn't important enough to take my call. I would not recommend this service and would suggest reading the comments. Moreover, I will inform her University who recommended this terrible service. BEWARE!

I've used this company in the past without any issues. This last week the pickup went great the driver was 10 minutes late but I shrugged it off being that we live quite a bit away from LAX. Then upon return I called for pickup only to be told the driver was not answering his phone and a refund would be issued. The receptionist could have cared less that my family of 9 were waiting in the rain with Uber being our only option. 3 cars and hundreds more we finally made it home!

The absolute worst service imaginable. We booked our shuttle 2 weeks in advance. Received a confirmation. We even received a text the day of confirming our reservation. ...then no one showed up. The phone number they sent in the confirmation of the driver, we called. Driver was not aware of our reservation. We called Prime time. .... keep in mind, we were with our 2 small children at a parking lot waiting to be taken to the airport. Prime Time said they cancelled our reservation because there was no available driver. ARE YOU KIDDING ME? They did not call. They made no attempt to notify us. There was no apology, no manager to speak to. Nothing. Stay away from them. They are a scam. I will NEVER USE THEM AGAIN.

I had a horrible experience, the driver came on time but threatened me he would leave if I don't bring the luggage out. He said he would leave after 1 min. Despite of saying that I have an Infant and I can't rush, it's cold outside and he says he doesn't care and argues it's not cold outside. The hygiene of the Van is horrible, he has been honking at people cutting traffic. This is a scam, they don't allow you to use 6 bags or more on a big SUV so that they can use these piece of junk vans and earn money. The suspensions are horrible tHat you could feel every bump. The seats are yuck. It's not safe to travel with children they will vomit for sure. The AC is not working and it stinks.

Fantastic service. We received a message when they were on their way...name of driver..description of vehicle. Drivers were very pleasant and knowledge. The cost was reasonable. We would definitely recommend this service.

I always request the "Express" service. The pick up from my house was great - on time, courteous driver, etc. But the pick up from LAX was terrible. I was supposed to be picked up at 6:00pm at LAX. They sent me a message that the pick up was being delayed until 6:20pm. I was not picked up until 8:20pm. I've been a loyal customer for years, but the service has become terrible. I was told that they do not take into account the traffic, the time of day in LA which makes a big difference with how many pickups a driver can do in a certain amount of time. And I would think as a loyal customer and a person that paid the extra money to be a solo rider I would be treated better. Not sure if I will use your service again.

Had driver tell me that it was my fault that I'm on the wrong side of airport. That's where I got dropped off,..... oh, walk half way around LAX and find YOU!? No problem. Oh now I'm on wrong floor, and my attitude needs adjusting or he isn't going to give my family and I a ride? Wait, what? Why am I chasing a motorized van around the airport carrying my bags? Aren't they supposed to be the expert drivers around the airport? No thanks, Never again!! around the airport

Got a shuttle for 2:30 pm the dispatcher called me at 2:35 telling me my driver was not answering his phone after I got an email stating that he was on the way. The email had his contact information and I called his cell phone and he answered telling me I had to find my own way. If I could I would rate their services no stars. Do not recommend.

I've taken this company for years, without problem. But never again! Earlier this month I booked round trip rides from home to airport, and back a few days later. On the morning of my flight, the shuttle was late. When I called to check, I was told it wasn't coming at all, and a refund would be made. I quickly drove myself to the airport and paid more to park than I had paid for the round trip shuttle. Prime Time has refused to refund the charge for the ride back from the airport, though I didn't use it when I had to drive myself. I was told I would have a credit on my account for future use. With service like this, there will be no future use!

My latest booking was horrible. I had a confirmed pick up early morning. Time came, waited long but no shuttle came. It was very hard to contact a live person. Finally I was told that the pick up was cancelled because there was no available car! Worse, I was told that reservation should be done a day before, not on the same day. Then why not say it outright INSTEAD of confirming? Told that they sent a cancellation notice shortly before, but who would be awake very early when you were already confirmed? This happened on a regular weekday, not a peak season. In fairness, previous rides were good, but maybe service is slipping. Never again!

I would never recommend this service to anyone, I tried to save money and time by booking a shuttle home and I waited over an hour from my pick-up time only to be told "we cannot give you an eta because we are still waiting for the other passenger to arrive". If you are going to bunch passengers together don't lie to your customers about their pick-up time, it is a waste of my time. Their customer service is responsive but ultimately not helpful. When I pulled up the app to check my reservation it said there was no driver and customer service said that is because I needed to wait on the other passenger, for all I know I could have been waiting all night! Don't waste your time or money on this shuttle service! Other ride shares are very comparable in price and much quicker

Set this up because I needed to get from LAX to Burbank Airport. Originally booked an 0835 pick up to get to Burbank at 0935 which was perfect. As soon as I landed I received a text that changed my pick up to 0945. 0945 came and went. Called. Waited 10 minutes on hold only to be told it could take 30 to 45 minutes for a pick up. Went to their website which says nothing about having to wait this long. At 0900 I received yet another text saying my time for pick up was now 0915 with no guarantee that it wouldn’t be even later. Not what I signed up for. I needed to get to Burbank. Cancelled everything. Demanded a refund. Ordered a Lyft. If you have all day to get somewhere go ahead and give them a shot.

Our pick up to the airport was great. Our driver was on time. He is the only reason why I am giving 2 stars. For our pick up from the airport.... no one showed up and no one called. I was on hold with customer service for 22 min before hanging up and having to order an Uber. About 1 hour and 30 minutes later I had someone call me to tell me my “driver” broke down and they would send someone to pick me up in about an hour. No Thank you! I do not recommend using this service. Very disappointed I still have not received a refund for my paid reservation. I paid $150 for a ride to the airport and drop off from the airport for my family of 9. I’m still waiting for customer service to call me back with my refund for my entire trip!!

Terrible customer service, they over promise under deliver. They don’t have cars it’s a dispatch service they subcontractor to individuals and you never know who you will get. I waited at the airport for pick up for 1 hour with 5 kids and they could not pick us up at pick up we all had to go to departure area because they operate illegally. They don’t have the right to pick up. Their customer service did not care and they hang up the phone without any answer. I will never use this service.

DO NOT use this company. I PRE SCHEDULED a PRIVATE VAN for my family to the airport for our vacation. When the driver was 15 minutes late, at 430 AM, I called. The SUPERVISOR said "The driver cancelled and we have no backup, I suggest you find another way to the airport we cannot help" NO KIDDING.. They SCREWED us. WE had to scramble at a cost of over $300 to get us there and NOTHING from Prime Time. NO compensation. THEY ARE CROOKS! DO NOT USE THEM YOU ARE WARNED!!!

Ordered a dedicated sprinter van, the morning of the ride they a-signed a Lincoln navigator and after calling and explaining that we simply wont fit they cancelled our ride last min to airport with nothing but a we are sorry better luck next time! Absolutely horrible company with zero regard for others. Would never ever recommend anyone to give them any kind of biz.

Ordered a dedicated sprinter van, the morning of the ride they a-signed a Lincoln navigator and after calling and explaining that we simply wont fit they cancelled our ride last min to airport with nothing but a we are sorry better luck next time! Absolutely horrible company with zero regard for others. Would never ever recommend anyone to give them any kind of biz.

Scheduled a pick up at 5:45am the night before and shuttle van was on time. Maybe not the cleanest but got us to the airport and driver was very pleasant. I called to make the reservation rather than just booking online as I felt more confident in the reservation. Overall I’d use them again.

Booked an Executive Sedan for round trip to LAX. Our first driver was on time and great! Our return drive was less than good. After communicating that I was ready to be picked up, the driver didn't know what terminal to pick us up at. After I repeatedly told him,it took him 20 minutes to find us. We were met with his small Honda, NOT the Executive car I paid for, AND his care reeked of pot for which he drove with the windows down. My rating is based on our second driver experience.

I gave Prime Time Shuttle a chance dispute low ratings. Big mistake. Company unreliable and have no concern for clients. I'm a 71 year old woman who was traveling alone to Long Beach Airport. I assured other family members I would be fine getting to airport as they departed to their homes. After waiting 35 minutes for shuttle to show up, I called customer service. I was on hold for 35 minutes then was cut off. Called again, was on hold again, left a number for a call back. I was going to miss my flight so decided to take taxi. I finally spoke with customer service. Driver claimed he came to ship terminal, I wasn't available so cancelled me. That's absolutely untrue. just hope I get a refund. My advice, don't allow yourself to get stressed by using this company.

ABSOLUTELY HORRIBLE - DON’T BOOK WITH THIS COMPANY!!! Made a reservation for pick up at 5:30pm on May 31, 2019. The driver cancelled at 4:16pm!!!!! My elderly father was waiting at the airport for 3+ hours. My dad said that the driver told him he was off the clock & wanted $80 to find another driver to pick him up. After agreeing to this, no one came to pick my up dad. I’m letting everyone know - DON’T USE PRIME TIME SHUTTLE!!! I’m also going to file a complaint.

DO NOT USE THIS COMPANY! They sent a driver who was late and had a limousine that was smoking from the engine. Everyone was aware of it and yet he showed up. We had to stop part way to the airport because the car was in such bad shape. We were too late and lost 6 non refundable first class flight tickets. The company DID NOTHING for us. Basically said they don’t guarantee time. Btw we booked pickup for three hours earlier than we needed to. We had a lot of extra time built into it. This is the worst company and terribly unprofessional.

If I could give them a zero I would! We booked a ride with Prime Time Shuttle over a month in advance for a ride from LAX to our Carnival cruise. After landing at LAX, we called the company to tell them we were ready. They finally answered after I was on hold for 15 minutes and informed me that I would be picked up in 30-45 minutes when the other riders were ready. I questioned why I needed to put in a pickup time if they don't actually pick you up at that time, she told me to refer to the terms and conditions. After waiting the 45 minutes (an hour after my scheduled pickup time) I again called back and after only 12 minutes they answered the phone, told me they would check on my shuttle. They then came back and said the driver broke down on the freeway, I would be refunded my money, and I would need to find other means of transportation. I asked if they had anyone at all to get us to the boat as we were already late, they said no. I requested a supervisor, they said a supervisor would be on at 4 pm, it was now 1130 am. I requested a call from the supervisor whenever they got it....I am still waiting for that call. This company is unreliable, rude, and will literally leave you stranded! I ended up getting a Lyft and with tip, it was the exact same price as the shuttle and we only had to wait 4 minutes. DO NOT BOOK WITH Prime Time Shuttle! Horrible company.

I booked Prime Time shuttle to LAX and the pickup time was listed as 7:20am. A few days later, Prime Time sent me an email saying that my updated pick up time was 7:44 am. On the day of the trip, they called me at 6:55 am saying that my van was already outside my house and I would have to be there in 5 minutes. Obviously I was not ready so early and I tried to explain this to the operator. He didn't get the point however and asked me to be ready in 5 minutes, otherwise the trip would be cancelled. Seeing no other option, the trip had to be cancelled. This itself was a blow since I now had to arrange alternate transportation to the airport. But wait, there's more... I emailed Customer Service and explained the thing to them, and also sent them all relevant documents such as a copy of the email stating my pickup time had been changed. I requested a refund, but never got it, even after 1.5 months! I think this is highly unprofessional on Prime Time Shuttle's part. Not only did I have to make alternate plans early in the morning, but I also got charged by Prime Time Shuttle for a trip which I could not make due to their messing up. I am not using Prime Time again. There are better alternatives out there like Super Shuttle, or even Uber/Lyft. Paying extra for these services is worth it due to their reliability.

We were waiting for our ride for 3 hours, horrible. The manager kept on telling us our ride was on its way and if we couldn't wait any longer she advice us to cancel. Awful service, horrible experience, and after a 15 hour flight we still waited 3 hours for our ride. I will highly advice you not to depend on Prime Time company for any pick up. I almost forgot we still had to transfer with another independent driver to take us home. Yes, we had one driver pick us up at the airport and the second driver they took us to Long Beach so he can drive us home to Riverside. As I am writing this review he is at a gas station filling up his tank. Wow!! We are on his time not ours. Horrible.....Horrible!!

DO NOT USE!!! If I could give zero stars I would. These people are unprofessional and do not care about the client. I spoke to the people on the phone and they said 15-40 minutes. I was picked up 2 hours after the 40 minute mark. I cancelled my return with them and asked them to waive the $5 fee since I was cancelling based on their professionalism and they didn't care. The driver that picked me up didn't match the picture that was in the app. The app didn't work. These people are just robbing people of money and have no care for the end consumer.

I wished I would have read the reviews prior to booking. I booked 3 weeks prior our departure date and had an "administrative cancellation on my reservation" 2 hours before our scheduled time. We had a large group scheduled so it was difficult to find another source of transportation in such short notice. So unprofessional. So unreliable. Never again...

Do not use Prime Time Shuttle!! They are thieves. I had booked a reservation last June and had to cancel it four days before my trip. Prime charged me $4 cancellation fee. I still have not received my refund. Every time I called, they asked for 3 to 5 business days to process it. It's been 10 months. Prime Time is very unreliable and irresponsible. They just want your money.

Missed my departure!!! I setup a time to go to the airport, gave them my flight info and then got a reservation time. Saw the time and though that sounds a little late to pickup to go to LAX. So I called them to verify that I will have enough time to get to the airport and make my flight. Well guess what, I missed it. Have they never drove in LA traffic? I should have gone with my gut. NEVER USE THEM!

If there were minus stars, I would definitely rate them with a minus. This was the worst experience I've ever had with a shuttle service. I provided my flight number and time when booking the reservation but it still took 2 hrs to be picked up. In fact I had decided to take a bus closer to my hotel when I was called to say the shuttle was finally at LAX. So much for the on time guarantee. The address of the hotel was pre-populated in the website. The driver was letting me off at the loading dock of the hotel. I thought there was a walkway to the front but there wasn't. He had already pulled my bag from the van. I pointed out that this wasn't the entrance. His response was that he'd try and find it. I got back in the van and he placed my bag on top of van. Without being tied down he drove a couple of blocks to the front. I canceled my return trip and they want a $5 fee after all this. I feel for anyone that books this company. DON'T DO IT!! Doris Dent Your review will be posted publicly on the web. Learn more

Expect the shuttle to be late, especially the shared ones - so book for one at least an hour earlier than your expected departure time from your house/hotel. While they are late, they typically do arrive and ferry you safely to the airport. My experiences were all in the LA area - so might be different elsewhere. The drivers are all very friendly and helpful too and customer service tries to help as much as they can when the shuttle arrives late.

I wish I would have looked at these reviews before I reserved. Pick up was 20 minutes late. As I was waiting I called and chose the option to have them call me back and they never did. I went online to talk via chat and they kept telling me my driver was at my location. The good thing is that they give you the phone number of the driver in the email confirmation and he kept saying that he was 5 minutes away 😒

Won’t recommend.. worst service ever ... They made me wait for approx 2 hrs .. worst customer service , every time you call they will say that they are dispatching the driver please wait at the location ... just imagine waiting for 2 hrs after 24hr flight ... I would say go for supper shuttle or anything transportation service but never ever book prime shuttle

My husband and I flew to Atlanta 8/21/18-8/29/18 to visit family. The only reason I didn't rate zero stars is because our drivers were fine. We used Prime Time to and from LAX. The service, however, was terrible. We were picked up entirely too early (3:10am) for our 7:30am flight out of LAX. Thinking we would be picking up other passengers, we didn't question it. However, once in the van, we discovered we were the only passengers. Consequently, we arrived at 4am and sat for 3.5 hours for a domestic flight. Our pick up at LAX to go home was even worse. We were told we would be picked up at noon. Our flight arrived early, so we were out at the curb before noon. We called to let them know and were told to wait by the white curb, and a text would be sent regarding the van's arrival. The white curb runs the entire length of the Southwest terminal! After 10 minutes of waiting, with no texts from them, we called yet again and were told the van would be there in 35 minutes. We told them we would be waiting at 1G. Once 45 more minutes had passed, we called again. A car was on the way, we were told. 10 minutes later, he arrived, more than an hour after our first call. We had to stop to pick up another couple and, finally, were on our way home. Unacceptable! I assume we waited over an hour for another couple's flight, who lived in our direction, to arrive! We will never used Prime Time again.

This is a terrible service. We booked service for a private van to take us back from LAX after 22hrs flight. We booked the service 4 weeks in advance and paid. I called them while we are coming out of the airport to ensure van is available for us to get home quickly as I, my wife and three kids were very tired. We were told that the shuttle will be there waiting. Once we are outside and I did not see any shuttle, I called again 20 minutes after the scheduled time. I was told that the shuttle will be scheduled again, but they did not answer why it was not scheduled when I called earlier. I was asked to wait for another 30 min. I waited for 50 minutes and called again to find why the shuttle did not show up. After waiting for an answer, line got disconnected. After multiple tries, I was able to connect with an agent who kept me on hold and researched. She came back after about 8min and said the vehicle was involved with an accident and replacement vehicle was going to take another about 2hrs. By this time, I was completed upset and dissatisfied with the lack of communication from shuttle service about delays. when I asked for the reason for lack of communication and why I had to contact to find out, rep said that they will cancel the service an refund money and for me to find a taxi to get back home. Needless to say, I found a taxi and came home, but I ended up spending approximately 3 hrs at the airport due to this low service from Prime Time. I will never use them in future.

I went in Prime Time shuttle to LAX on July 31st and I was traveling alone. I was little anxious as I wanted to be on time. But the shuttle picked me on time and I was at the airport on time. I shared the ride with three others but had no problem. Most important thing for me was I was given the driver's number and name on time. So I was in direct contact with him. I used Prime Time to again on August 13th to pick not only me but my family from the airport and it went smoothly as well. Denise the driver was one time even though our flight got delayed. He was polite and nice. The email notices from customer services was very useful. I took time from my busy schedule to write a review as overall I had a good experience and if I did not I will not write anything at all. I will use Prime Time shuttle again and will recommend to others too.

If I could give this company negative stars I would. In April of 2018 my husband and I went on our dream vacation to the Cook Islands and booked transportation to and from LAX through Prime Time. The driver on the way to the airport was horrific - didn't know the way to LAX from the San Fernando Valley so the other passengers and I had to direct him. And we had some VERY close calls when he almost got into accidents constantly looking at his phone (held in his hand). The other passenger riding in the front seat literally screamed several times due to the near collisions, and the driver refused to put down his phone until I got extremely angry at him. Fast forward to our return trip a week later - we arrived at LAX exhausted after our long flight and the van NEVER SHOWED UP. We called Prime Time repeatedly, waited the required TWO HOURS at the curb, then paid for and took a Super Shuttle (which was great). I started calling Prime Time as soon as we arrived home, and was told that yes, they screwed up and we would receive a refund. It has now been over 3 months and still no refund. After my first 6 calls with long periods waiting on hold and speaking to different customer service reps who promised the refund would be processed soon, I began to get disconnected each time I called. So I started emailing them. I continue to get occasional replies to my emails (from different people every time) saying they have forwarded my refund request to upper level management and have emailed, coordinated with, escalated, followed up, tagged as urgent, etc. the matter to their accounting department (who I cannot speak with directly). I have now contacted them over 17 times and still no refund. This company is a rip off and hires dangerous drivers - whatever you do, DON'T BOOK A RIDE WITH PRIME TIME!

Save yourself a colossal headache and just choose a more expensive service. I reserved a shuttle ride for an early morning flight; when I got up that morning, I had a voicemail telling me my shuttle had broken down and I would need to find alternate transportation, and that my reservation would be refunded. That was June 21st. I drove myself to the airport and paid for long-term parking. When I returned from my trip a week later, I hadn't received a refund or any contact from them at all. I called. After ten minutes on hold, I selected their option to "hold my place in line" and get a callback when an agent was available. Two hours later, no callback. I called again and finally got through. When I explained the situation, the agent told me (after saying they had problems with drivers in my area) that she would send my case to accounting for a refund and that I could also submit my receipt for alternate transportation to be reimbursed. So I emailed my receipt. The email agent would not engage with me at all -- he just repeated that my case had been escalated already, and wouldn't acknowledge getting the receipt I had sent. I waited another week. Using their online chat is almost as irritating. It takes ten+ minutes to get a response from someone even after my chat is marked "seen" and I get the same shutout about my case already having been escalated, plus a "please give us another week" (it's now July 9). Clearly they are trained to get you to go away rather than to actually give you assistance. Calling just leads to more waiting on hold; I've selected the option to keep waiting vs. be put on their imaginary recall service, but that terminates the call! Finally my chat agent said, "we don't have a reimbursement policy" for the expense of parking that I incurred because they canceled my shuttle. Never, ever will I attempt to use their "services" again. Maybe the next poorly-maintained shuttle doesn't break down, but if I were to need to talk to their customer service for any reason, I already know I'd be SOL.

Don't use them! I had reserved a ride 2 months in advance because our flight into LAX was arriving at midnight. 6 of us waiting curbside and they don't show up. Called them - "Our van broke down. Sorry". And no replacement van. Still waiting for my credit and it's been over 4 weeks!

TERRIBLE customer service. I will NEVER use this shuttle service again and would much rather pay more for an uber or taxi. MY shuttle was simply cancelled less than an hour before I had it scheduled to pick up my Mom to take her to LAX. I'd booked it 5 days out because my husband was working and I was volunteering at my son's school. The only reason that I found out that it was cancelled was because I called back a number that I didn't recognize. When they informed me that it was cancelled they just matter of factly said it like it was no big deal. No alternative solution, nothing and they said they had given me plenty of time to make other arrangements. It was 8:30, and I was scheduled for a 9:00 pick up. They simply were not interested in offering ANY customer service to help solve this and then informed me that I would be refunded in 7-15 business days. WHAT?!?!?! How do you run a business like this??? So irritated.

Don't use them! I had reserved a ride 2 months in advance because our flight into LAX was arriving at midnight. 6 of us waiting curbside and they don't show up. Called them - "Our van broke down. Sorry". And no replacement van. Still waiting for my credit and it's been over two weeks!

Worst ride/shuttle company around. Drivers are rude and drive dangerously in LA traffic to get more fairs in for the day. They will regularly remove the shared vans from their website forcing you to pay double for a, 'Express' car ... which will inevitably be late. Don't even bother calling them, I tried for over an hour today. Their phone system does everything it can to get you off the phone before you can speak to someone. Repeatedly it says "Press * to remain on hold." Yet, when you press "*" it automatically ends the call. Get a cab, an Uber, hell, riding a porcupine would be preferable to this company. Only gave one star because the review system made me, you can't give lower than that. Though, this company deserves it.

Totally Liars!! They canceled my shuttle without informing me and had me waiting for an hour waiting for them. I kept calling them so they told me that mine booking is canceled. I guess they would have me waiting for hours and hours if I didn't call them. The rep said they were going to issue me a refund. Guess what? waited for another week and I found out that no refund was issued when they canceled my booking. I'm definitely going to file a complaint against them.

This is the worst company I have ever dealt with. Upon arriving at LAX and calling for a pickup, they kept telling us that our pickup was on their way, long story short, they never arrived, we ended up getting other means to get home. Called for a refund, and was told it we would receive it in 7-10 days. (April 30/2018) as to date? 5/30/18 nothing. Don’t use this co. I will be reporting them to the Better business.

LOW BUDGET, RUDE AND UNPROFESSIONAL CUSTOMER SERVICE! They quote you one price and charge you another just before your plane leaves. I will never ever use this LOW CLASS, NO CLASS TRANSPORTATION SERVICE AGAIN

I would love to leave a 5-star review for these guys as my first few experiences went very well. However my last experience (just a few days ago) was a total nightmare. The short version is that my appointment to be picked up was 4:20pm and I didn't arrive to my destination until 9:45pm. We didn't even leave LAX until 7:30pm. The driver was beyond rude and the customer service representatives through their phone lines were very unhelpful. This, after 2 international flights (totaling 17 hours with layover). What should have been the easiest part of my journey became the most unpleasant. I think they're still an option for getting to the airport if you plan ahead a bit, but I will definitely never use them again to get home from the airport on a busy weekend and some of their drivers and CSRs are simply in the wrong line of work.

DO NOT use this shuttle!!! They provide poor service, driver left us stranded at LAX!! Dispatch had our landing time as the pick up time! My itinerary emailed to me from Prime Time clearly states pick up time 7:15 pm!!!!! Dispatched changed it to 6:09!! We were cold, hungry with 2 diabetics that needed meds! It's not about going the cheap way, it's about providing service!!!! And customer satisfaction. This company does neither! They should be shut down. Their employee Brian tried to say it was my fault, when in fact it was a driver and dispatch error. I have email from them to prove it. I will report them to the BBB and consumer affairs. Prime Time Shuttle FALSE ADVERTISING of "on time guarantee" what a joke. Class action anyone want to join me?

Horrible service I will never use them ever again. My friend and I waited 2 hours at LAX and we could not wait any longer as we were going on a cruise. We canceled them and took a cab. They said we would get refunded in 15 business days and still weeks later we have seen no refund. We were supposed to get picked up on our way back to the airport at 8:10 am in the morning as our flight was leaving at 11:20 am. Let’s just say they didn’t show in time and had to get a ride with a nice family that requested a private shuttle. Prime Time then phoned as we were almost at the airport saying they were there to pick us up. We were like we have a flight to catch and we could not wait any longer. We seriously almost missed our flight we made it with 10 min. to spare. Next time I will be using super shuttle. They had a representative at that shuttle and it showed up often which prime did not.

Worst service ever!! Would never use them again! We were scheduled to be picked up around 5:30 we know that times can fluctuate however we were not expecting the driver to show up at 0501 in the morning!! As we rushed to grab our stuff and continue to get ready the driver was beyond rude and I get he has a job to do however don’t be a total jerk at the fact that you showed up early and now have to wait for us to gather our belongings! We took our suitcase out and he refused to put them in the truck as he was giving us two minutes to get in the car or he was leaving! Worst customer service ever and not worth the money I paid! Maybe you should send your employees to customer service classes to know how to treat others!

Unfortunately 1 star is too high for the service we received, or never received as is more likely. No pick up from airport as purchased despite arriving exactly when our paperwork and booking stated, had to pay for a taxi. Return journey - website confirms pick up time, speak with our travel agent too, they confirm verbally that we will be picked up. 40 minutes later, no driver and 20mins on hold on my mobile in another country only to be told "sorry couldn't get a driver, make your own way there" seething. Now in taxi crawling across city during rush hour at risk of missing flight. Worst experience I've ever had with a company, no compassion at all from their telephone rep too. Avoid at all costs.

Horrible and unprofessional. Made my reservation online and there were 4 options for pick up times in 20 minute intervals. If I altered my flight time input I could access even more times. I thought they must have an abundance of shuttles running that route. There was of course no mention of “estimated” pick up times or any indication that pick up times were subject to change, but arrival times were listed as estimated. Makes sense. Wake up the next morning and my reservation is “changed” without explanation to an earlier time I cannot make. Of course it is physically impossible for them to refund the full amount. The info they sent me regarding the pick up was also incomplete.

Horrible, horrible, HORRIBLE customer service from every single person, shuttle drivers, dispatchers, and customer service representatives. We waited at the air port for over an hour for our driver to pick us up. We kept calling the dispatchers to ask where they were and when we weren't put on hold for LITERALLY AN HOUR or hung up on, we were only told that they were on the way picking up other people and they could not give us the driver number. Another driver pulls up and starts yelling that he has been waiting for us at the curb (we had been waiting at the prime time stop) then drives off. After calling back some more and being told we have to wait because there are others also being picked up, when our shuttle number finally pulls up over an hour late he also tries to tell us that he too has been waiting at a curb for us and was waiting for our call or text (which the dispatchers had all said was not possible to give out their number..?!?) So many different stories, excuses and reasons to why we had to wait over an hour for our ride. One person from our party was on hold for an HOUR AND TEN MINUTES before being hung up on, I myself was hung up on twice. Useless! Useless! USELESS!! Never, NEVER booking with prime time ever again!! We could have jumped on 20 super shuttles in the time that we waited for one prime time shuttle to drive by.

Paid for an exclusive Van, arrived at their spot in the curb 20 minutes earlier than my reservation time. I was checked in by their attendant at the curb, and he called their dispatch to confirm my reservation and our Van. He said the van was on its way. An hour later, I checked with the attendant and he said the Van was just stuck in traffic and its on its way. Two hours later I had to call customer service, they told me the same thing and confirmed with dispatch that the van was 30 minutes away. It was 9:30PM and we were standing and waiting for at least 2 hours already. We waited till 11:00PM, the attendant was no longer around and I called customer service. The lady on the helpline said that if I can wait another hour at least, a van might be available. She said there was no available van since 7:30PM (when I checked in), that can take me to my city. And the helpline kept on blaming their dispatch. She can't even provide a solution or a workaround, or an explanation for what happened. I cancelled my reservation. They have lost a customer that night (8 if I counted the other customers beside me last night with the same problem). Making us wait for 4 hours in a cold night with our kids was horrible. Leaving us in the curb without even telling us what happened to our reservations was just plain stupid. Customer service giving us assurances that the van is coming and not informing us that the their vans couldn't make it to the airport after 3 hours just shows this company does not care about their customers. And by the way, they will need at least 7 business days to process the refund. And by the way, the traffic was very light around the airport that night. This is the worst shuttle service I have ever experienced.

I wish I can give them a 0 star. They were scheduled to pick us up at LAX at 9:40pm. We called them as instructed and they said they will arrive in 15 minutes and if they didn’t arrive in 15 minutes to call them back. This went on for 2 hours and they never picked us up. They abandoned us and we called Uber to pick us up. We didn’t get home until after midnight. The dispatcher kept lying to us. Will never use them again!

One star is too good for them. I booked yesterday. Had three confirmation emails, including a last one at 4:30am today, followed by a phone call at 4:33am. My time was changing from 6:50 to 6:56. No problem. At 7:06 i checked the app and no driver assigned to me. I called and was informed that dispatch cancelled my ride as there was no driver available. And it would take 5-7 business days for my refund. And they suggested I make other arrangements to get to LAX. I got told sorry but there’s no driver. Refused to offer me a supervisor when asked. Stated that I am responsible for my transportation costs to LAX, that they do not reimburse in these situations. This is not sitting lightly. And I will be taking this further.

Made a reservation and Prime Time did not show up for the airport to pick up for 2 hours after the reserved time. We called in for stays updates multiple times. Each time telling us it would only be another 15 minutes each time we called. It's fine if it's going to take longer, just don't lie about it. They had to do multiple trips through lax to pick up people for another forty five minutes.

I wish that I could give 0 star but not possible. Even if you make a reservation, they simply cancel your reservation if there is nobody else going to where you are going. Never ever make plans by trusting this service. All the shuttle services are the same around the airport. I made a reservation with 24 dollars(with school discount) and they cancelled it even though the shuttle is at the airport waiting for nobody. The drivers told me that I can book them with 150 dollars and they can drive me home. I took UberX which cost me 61.68 dollars. Also, customer service told me that they will refund me but so far no refund arrived to my bank account.

PRIME TIME SHUTTLE LEFT US SITTING ON THE SIDE OF THE CURB WONDERING IF WE WERE GOING TO BE ABLE TO MAKE OUR FLIGHT IN TIME! We placed and scheduled a pickup for our morning flight 5 days prior to our trip. We were told that someone would pick us up at 3:25am in our confirmation. We all had separate returning times so I called to confirm our pick-up time and see if we coordinate everything. We discussed logistics and everything seemed set. We received a call 4 hours before our pick-up time telling us that the pick-up time needed to be moved up to 3:05am. We were standing in front of the house at 3:00am. 3:25am rolled around and I called to see what was going on and was THEN told that our shuttle would not be arriving because there was no shuttle available to pick us up. When I asked why were we not informed earlier he just told me we would need to find another form of transportation. He did not offer any solutions or credits or to pay for whatever RUSH transport we were going to have to find or for storing our vehicle for 2 weeks . NOTHING. He just kept repeating the shuttle was canceled. We literally were left stranded on the side of the road with no way to get to our flight that was over an hour and a half away and no compensation whatsoever.

Worst service ever. After they made me wait three hours for a ride they completely refused to take me all together after taking my money. I advice anyone against it’

I contacted one of their guy outside lax. Me and my wife were two passengers with our 1 year old baby. We had 5 check-in bags and two carry on bags. He said i 'll need private van and quted me $70 to go to culver city. When one white van arrived driver said he doesn't work with prime time shuttle and he said he can take me for $85. I negotiated to $75 and agreed to go. When I reached home i saw 'prime time shuttle' logo on the other side of van!!! Not only that driver didn't help me with putting and taking out bags. Not gonna use this service in future and advice everyone to stay away.

Being picked up at my home for the ride to the airport was wonderful. The van was on time and the driver was great! 5 Stars However, getting home from the airport was a completely different experience. There was no representative at the pickup area. When I arrived - there was a lady who had already been waiting for 2 hours. Another lady showed up just a few minutes after I did. So I called the phone number to report to dispatch that three of us were waiting to be picked up (this was around 3:50 - 4 pm). Remember the first lady had already been there since 2 pm. We were told a driver was in the airport and it would be 15 to 20 minutes. Meanwhile we watch as three vans drive by without stopping and explaining what the deal was. I once again called dispatch and was told that the vans we saw were going in a different area...which is weird as one of us was going south and the other two were going north. So once again we waited and waited. At 5:30 pm I called again...again was told someone would be stopping in 15 to 20 minutes... I do want to mention at this time...one of the ladies waiting was a senior (my guess in her 80's) and was getting quite anxious. Again we wait...wait...wait...finally at about 6:30 pm the lady who had been waiting since 2 pm decided to paid Super Shuttle (who I might mention had shuttles stopping ever 10 minutes and their clients never had to wait more than 10 to 15 minutes to be picked up.) That left two of us and then another lady come by. So once again, I called and was told that a van for me and the more current lady would be by in 20 minutes. The older lady was on her own. The van did come about 30 minutes later and true to form...they left the poor 80ish lady standing alone on the sidewalk with no van to take her home. I have been a loyal frequent customer of this company...but no longer. No apologies - just we are only the dispatch...we cannot help you. If you only need a ride to the airport - go for it. But have a friend pick you up...it took me 4 hours from when I got my luggage to get into a van to head home. Not a good experience for anyone!

This experience was horrible. Their automessage told me to check in at the kiosk OR call the number. Having an international phone I opted for them kiosk. There was no one there so I waited and two shuttle drivers approached me and dismissed me and my reservation because my destination was too far. They didn’t offer any advice and later I found out I had to call to check in to get a driver dispatched. I waited over an hour for a ride. Truly flawed and horrible customer service. They wouldn’t even give me a refund.

Reserved a van for pick up at 4. First response when getting out of the airport was "get a move on." Good start. Bags weren't even being delivered on the baggage carousel yet. This was at 3:50 pm. The driver then picks a fight with us over the amount of bags, which they were told about. This is a full size van. We fit the same bags in a minivan. I can only guess what this guy's driving is like. Then the driver calls his boss and puts him on the phone with us. Mid-conversation with HIS boss, he demands the phone back. They are clearly trying to scam us into paying for two vans.

I've made reservations for my parents that was coming to visit me. First, they waited a whole hour at their house, but the van never showed up. Because of that they need to rush and find a way to get in time to the airport. Can you imagine two elders rushing? Second, when they got back to the airport, the person at the curb said that the service ends at 12am, and that the reservation was made for the wrong date (08/24), and the correct should be 08/25. The reservation is correct. My parents ended with red van shutter driver charging them US$90 just to get home. Now it's been more than 50 days to get a small refund, and all i get from them is ¨refund is already made in May": that was from the first leg, the "no show" episode. And what about the "service not allowed" episode? And the extortion by the driver that should have driven them without charging any extra? All I get is "wait, we will check". Never again will make business. Drivers don't show up and people behind the counter do the same job as the drivers. New update: it's been 3 weeks after my last contact with the company to try to get a small refund (they said that would only refund the reservation, not the extortion), but till today haven't received any check, promised to be posted in 3-5 business days by then. Might have asked a snail to go to post office...

Is it possible to give zero stars? Dispatch is slow and greedy, customer service is worse than non-existent as they only respond in boilerplate and essentially tell you to pound sand. They offer a guarantee but ignore it. They pretend to consider issues but don't. They left us waiting IN A VAN WAITING FOR AN HOUR AND A HALF with no explanation or apology. Horrible company! Go with super shuttle instead or better yet Lyft.

I am only leaving one star because ZERO stars is not an option!! First time to LAX and we booked a shuttle from the airport to our hotel. We arrived twenty minutes earlier then booked flight arrival so we expected to wait a little bit for our booked pick up of 4pm. At 4:45 we had to call the CS number on our registration and ask when our ride was going to show up as it was half an hour late at that point. The dispatch said the driver was going to be right there. Another half an hour went by and still nothing, meanwhile five other vans came and went and only picked up one or two ppl. An hour after our scheduled pickup we called again and dispatch said he should be right there, two other vans came and went that were not ours. FINALLY almost two hours after the scheduled pickup our van arrived. The driver was AWESOME!! This company has sent dispatch jobs over to the Philippines and no longer has dispatch at the airport to handle arrivals and pickups. Our driver totally made up for the crappy customer service with Prime Time!! We will not be using this service EVER AGAIN!!!

I've made these reservation for my parents that was coming to visit me. First, they waited a whole hour at their house, but the van never showed up. Because of that they need to rush and find a way to get in time to the airport. Can you imagine two elders rushing? Second, when they got back to the airport, the person at the curb said that the service ends at 12am, and that the reservation was made for the wrong date (08/24), and the correct should be 08/25. The reservation is correct. My parents ended with red van shutter drive charging them US$90 just to get home. Now it's been more than 50 days to get a small refund, and all i get from them is ¨refund is already made in May": that was from the first leg, the "no show" episode. And what about the "service not allowed" episode? And the extortion by the driver that should have driven them without charging any extra? All I get is "wait, we will check". Never again will make business. Drivers don't show up and people behind the counter do the same job as the drivers.

I was behind a Prime Time shuttle last night on the 105 FWY. The driver was all over the road in and out of the HOV Lane swaying back and forth from side to side and nearly hitting a motorcycle. I called customer service to report the driver and they told me that I would need to email Prime Time. The customer Service rep was no help and when I ask her to transfer me to someone she intentionally hung up on me. Would I ride or give Prime Time my service? Not if i wanted to arrive alive and expect great customer service!!!

I am so excited I am the 200 reviewer and you guys are at a 1.2... I waited for two hours in sun. Heard a new born baby crying for 1.5 hours and you guys never showed up!! I payed for yellow cab after being burnt!! Extra 150 bucks you guys are terrible anyone booking through you is taking a huge chance!! Unless you like being lied too!! I would never go with prime time again!! And the pic of nice van on website is a lie!! They are beat up old for vans!!

WORST SERVICE I EVER RECEIVED IN MY ENTIRE LIFE!!! Expect to wait at least 1 hour. However I have heard from other customers also 2-3 hour waiting times. And IF they manage to finally pick you up, they will treat you like cattle! Make yourself a favor and spend a bit more and choose another company.

Scam business. No refund. They overbooked the pickup route causing my time to the airport to be late by 1 hour even though the booking said i would be at the airport at correct time. Took 25.00 and didnt even bother to talk refunds. STAY AWAY

I offer (reluctantly) ONE star in this rate and review. I wish that I had read the reviews first. First of all, I was directed by the Prime Time dispatcher to go wait at the wrong pick up place. Then I stood for ONE HOUR waiting for the shuttle...nowhere to sit down. I made multiple calls and was told 15 more minutes...30 more minutes...15 more minutes...the driver is on his way. Then I was told that my driver had just pulled up to the wrong pick up station. Another driver stopped to tell me...told me to get in so he could drive me to the pick up station. He became irritated because I had a bag, and he told me that I was making him late. He drove me to the pickup station, telling me to hurry. I was trying to hurry, got out with all my belongings hurrying to the other vehicle leaving the door open. He yelled at me very rudely telling "Why did you leave the door open? You should not leave the door open...How dare you...That's what I get for trying to help you". I was startled and frazzled. Then I got in an SUV that was unmarked, the driver presented no identification saying he was a Prime Time driver, and I arrived to my hotel 2 1/2-3 hours after my plane landed. I made several calls and sent several e-mails, and all I got was excuses. On my return, I booked another shuttle service. When the shuttle realized they were going to be late, they sent a cab AT NO ADDITIONAL COST so that I would arrive to the airport on time. I dread the thought of what would have happened if I had trusted Prime Time to pick me up and get me to the airport on time. OH and by the way...the other shuttle was half the price of Prime Time...offered AAA discount and did not charge me extra for being transported in a cab. Travelers beware...Prime Time is a scan!

After four calls, a super kind agent JAMES E. took the time to re-confirm a travel voucher every other operator failed to find. James E. even took the time to email the confirmation. Bravo James E. You and you only deserve these four stars!

Do NOT reserve a shuttle with this company; you will regret it. I reserved a shuttle for a sedan to pick up my wife and myself and take us non stop to LAX Saturday morning at 5:30 am. We were supposed to arrive at LAX at 6:15 am. I received a text from the driver at 5:30 am to let me know that he would be 45 minutes late. Of course this meant that I would miss my flight. I had no choice but to call him back and cancel, and then drive myself. It was too late to try and make other arrangements with another shuttle company; we were already running late. It was also too late to park offsite and take a parking shuttle to my airline, so I had to park at LAX, for seven days, at a cost of $265. When I got back from by trip, I called Prime Time Customer Services to see it they would reimburse me for the difference between the original shuttle cost to and from LAX and the amount I had to pay for parking because their driver was 45 minutes late. John, who claimed to be the supervisor for their customer service, said that Prime Time Shuttle would only refund my original fare amount, if it was their driver's fault. So the bottom line is, if you need to be somewhere on time, DO NOT call Prime Time Shuttle, they will let you down.

If I could give 0 stars I would. DO NOT USE. You have been warned. I made a reservation and waited 2 hours for a van at the airport. (Pretty dumb of me to not just give up, but it was the principle of it because I had already paid!) Anyway, they never assigned a driver to me and so finally one of the drivers that was there just said he would take me but I would have to pay him and get a refund for the other reservation. You will NEVER be able to get a hold of someone at customer service either.

Should have read the reviews before I booked. This was a great service 3 years ago when I lived in the area, but it has gone down the drain. Got picked up 30 minutes after my scheduled time and talked to a couple other people that had been waiting an hour. Can not recommend any more like I used to, and I'm tempted to cancel my return and just get a different ride share service.

I rate this shuttle service a total of 0 stars, unfortunately I'm unable to give 0 so I must give 1 star by default. My shuttle pick up time from the airport was scheduled for 4:05 PM; however, the shuttle arrived an hour late. I was not given any instructions on what to do after landing at the airport. I did see a kiosk in which I checked in and was told the eta would be 15-20 minutes, but that turned out to be an hour. I was told by a customer service representative via the kiosk to look for shuttle #853. When the shuttle arrived, he slowed down, asked where I'm headed to, and drove off before I could bring my luggage over. I called the customer service line and was told that the driver couldn't pull over because there was traffic and he would need to make another loop around. That was a lie because there was plenty of room for him to pull over. I am extremely disappointed with this shuttle's service and regret that I did not request a ride from Lyft instead. I advise that all potential customers find an alternative transportation instead!

Do not use prime time shuttle! We were not given the proper information before our scheduled pickup time. Apparently you have to call when you arrive? I have never had to do that before. So we never got picked up. We call customer service to get help because the attendant at the airport for prime time was nowhere in sight and the person we talked on the phone with was extremely rude to us. People around us needing the shuttle got the same treatment. We got to our hotel an hour and a half late...worst way to start a vacation. I did not want the same experience on the way back so we had to cancel. I'm not about to miss my flight! We used super shuttle they are amazing!!!!

DO NOT RIDE ON PRIME TIME SHUTTLE!!!!!!! I made a reservation from LAX to my home for 11:15am not only did my shuttle arrive over an hour late, we then waited another 35 minutes for them to add another passenger. I was more than 2 hours late to my meeting . The customer service center was absolutely no help when I called about the shuttle being late. When I called the customer service representative hung up on my 3 times. They did nothing and did not offer any support or help. They were extremely rude. I asked to speak with a supervisor and they lied stating there was no supervisor on staff. DO NOT RIDE WITH PRIME TIME SHUTTLE. You will regret it. An uber is cheaper, plus you won't be late and have to deal with rude idiots....

Was late than posted time. 43 minute drive and the window for delivery was 1.5 hours. Had a full van sitting at airport for 35 minutes. The driver had to get gas along the way, the shuttle was on empty. Had to pull over to find directions to hotel. The driving was beyond safe. Almost ran into two cars do to speedy driving. Never again will I use this service.