Prime Time Shuttle
Reviews and Complaints

On Aug 17th,2022 I paid and scheduled a pick up from LAX. My flight arrived at 7:55 and was out of customs at 8:20 p.m.

I messaged prime time of my arrival since my pick up was scheduled for 9:30 p.m.

At 9:50 p.m. we still had no driver. I called Prime Time directly and I was told the driver was running late. 10:00 p.m. I get a call from Xavier the driver and he said he was 10 minutes away. Xavier then called me 2 more times to tell me he was near. The driver pulled up at 10:58p.m. that's 1 hour 30 mins late! Then to make matters worse Xavier had a horrible attitude, upset, slamming the door after me and my family were in the shuttle. I had 2 elderly parents waiting around for our driver. My mother was in pain from standing 1.5 hours. I will never use or recommend PrimeTime Shuttle. I want a refund for trip reservation! Very poor service on behalf of Xavier and very poor timing on behalf of Prime time. Please contact me regarding my refund.

I ordered a private prime time shuttle (Trip ID 922863) to pickup on May 27, 2022 at my home and drop-off at LAX airport at 5pm. At 4:10 the driver had not shown up so we contacted him and he told us he could not pick us. We then got a call from another driver who said he would be there in 5 mins, however after 15 mins he was a no show, so we contacted him and he said he wasn't able to take us. At no time did Prime time shuttle contact us to notify us that our reservation was not going to be fulfilled or to provide an alternative. We called Prime Time Shuttle but where put on a lengthy hold. We had to make the decision to drive ourselves to the airport as we had an international flight to catch and should have left our home 40 minutes earlier. We had to arrange long term parking on the way to airport at a cost of $446. We contacted Prime Time on the way to the airport and requested they cancel/refund us for our reservation. Upon return from our trip I have emailed them twice to ask how I can submit a claim to be reimbursed for the parking but they have not responded. Better business bureau tried to contact them but no response

I booked last July 5th for 2 private vans for July 18 pick up. The night before someone called me saying there's no available van to pick us up. This happened last year too. PrimeTime Shuttle should be liable for the stress that you've given us and the amount to get the van.

I don't understand how you can be so irresponsible for not complying with the reservation. Notification is not enough for us to get transportation service to get to the airport.

Please respond.

Edna L Olivarez
[protected]@aol.com

We reserved a van on Memorial Day, May 27th. The driver's name was George. George arrived on time but the condition of his van was disgusting to put it bluntly! You could barely see out of the windows they were so dirty. It looked like it hadn't been cleaned...ever! When we got to the airport my husband and son-in-law helped unload all the bags. Then we gave him a tip and apparently it wasn't enough because he commenced to tell us just that! So rude. We paid for the service! Tip is our prerogative not mandatory. We will think twice before using Primetime again!

Made on line reservation for my family to travel from Simi Valley to LAX roundtrip for pick up on 12/19/2018 for 6 people and return on 12/26/2018 in a private family van. (reservation attached) The company sent a standard size SUV that could not seat 6 people plus luggage. The assigned driver said he was told only to pick up 5 people. He called his office and was told that there was only 5 people and the office told me that I was incorrect and the reservation was for 5 persons.in order to catch our flight we loaded four people and most of the luggage into the Primetime SUV and loaded the remaining luggage and the remaining 2 people into our car and we both drove to the airport. Due to the delays of trying to get another vehicle and having discussions with the Primetime driver and office we had to park our car in the short term garage to get our flight. I prepaid Primetime per the reservation $106.86 each way for a Private Family Van. They did not provide the service ordered.

The result of their action is that we had to drive to people round trip to the airport and pay for short term parking. Over 100 miles with no milage reimbursement and $240 in short term parking (receipt attached) I phoned Primetime and asked for to repay the charges for the roundtrip services in late December to date no reply.

I would like at a minimum for a credit to my credit card for the round trip fare $106.85 each way or pay for my parking and mileage charges that were incurred due to Primetime not providing the service as ordered.

Thomas Skelly
phone: [protected]
[protected]@gmail.com

I booked a round trip pick up and drop off for my parents, through PrimeTime Shuttle, whom were departing on a week long cruise on the Princess Cruise from San Pedro. Upon return from their cruise (2/2/19), not only did PrimeTime fail to advise them in advance that they didn't have a driver to pick them up but they sent another driver that showed up 2 hours late in a vehicle that did not display any signage to make it easy for the public, in this case my parents, to identify their ride. At that moment in time it was raining cats and dogs and the driver had the nerve to cough an attitude about waiting for 10 minutes when in reality it was a few minutes. Once in the vehicle, my father was trying to confirm that he had the right vehicle and drivers name that he was provided with at the last minute. The driver refused to cooperate in confirming any of the information and instead began to belligerent, using profanity, and verbally abusing my parents and told them to get out of the vehicle shy of physically shoving them out of the vehicle and into the pouring rain after having driven about 150 ft. The driver, a Juan Soria, who drove a Nissan Rogue (CA 8DYC173) attempted to hastily throw their luggage out of the vehicle while trying to extort money from them by demanding $40 dollars to clean the interior of the car due to the rain. Not only was he unprofessional, he was unethical in his practices which apparently PrimeTime Shuttle condones. This has clearly opened my eyes to see that this company is more concerned about turning a profit rather then providing a customer orientated service.

Rest assured I have escalated this incident to the local office and will escalate it to corporate. Not only that but I will post this on my social media and will relay this to all my colleagues in Law Enforcement to not use PrimeTime and use other competitors primarily Super Shuttle.

I booked trip to and from LAX through Go Airport. Reservation ID: 2AV5XP.GO to LAX. The driver appeared at 4:05 am instead of 4:25 am and refused to take us because he stated instead of 3 passengers he had info he should take only one, with no suitcase. We had to pay extra $30. He charged my credit card and gave me a receipt. Reservation ID: 2AV5XQ. GO. The second driver demanded extra $15 because he had info there would be two passengers, with no suitcases, and there were 3 of us, as I mentioned. He took cash and said he did not have a receipt. It was a prepaid trip and in my reservation I put 3 passengers. Nothing was mentioned about suitcases.

On Oct 10th I booked a car on economy plus to be picked up at 8.30p.m. to the airport. That car broke down and I had to wait 1 hour for another. (trip i.d. 165777). My return trip on 10-17 I booked " meet and greet" for $10.00 extra. When I got to the airport at Lax there was no one to meet me and I called Prime and was told they do not do "meet and greet" on the service I booked, I then had to go up to departures for curbside pick-up. (trip i.d. 165778). I was quoted $75.00 for lax to home and was charged $85.00. I have been trying for 3 days to get a refund and have not been successful.

I am not requestig a refund for the time guarantee….
This is not about the time. This is not about the pick up at the airport. This is about your company's negligence to accurately perform its quality review on driver's performances.
This is about negligence on your company's part and driver!
Negligence! This horrible experience could have easily been avoided.

Read this carefully

My reservation was for pick up at 11:10pm. Sure my plane arrived early, so I called custerm service to inform them about a 10-15 minute wait on part for the driver. Customer service rep stated would be at pick up location in few minutes. I was picked up at 12:17am. Driver van #777. Was never given name. Not even on text. Text contained phone number. I called driver 404-236-1298 and customer service line 310-464-0372. They both gave the excuse of "traffic and will be there 20+". You have the call logs, so you should be able to track it.
I am very familiar how lax shuttle service works, not the first time utilizing a shuttle. It does not take a shuttle 1 hour and 7 minutes to go around "the horse shoe" from the 11:14am, when first call was made to customer service.
Driver was driving like a maniac. He purposely turned off internal lights off so that I was not able to confront him on the speed limit, however I was able to tell he was driving 80+ m/p on freeway.
He used 105 e to 710 n to 60 e. On 710 n, by exit firestone blvd he came inches from a collision switching lanes to the left. The car honked at him. He continued as if nothing had happened. At the speed he was going, the van would of easily flipped, injurying all of us in it. He put me and my family in danger. This is neglegance on his behalf, in which he represents primetime. I was very upset but did not say a word the keep the peace. I figured he was capable of kiiling us if I upset him!
Once we arrived at my destination, he had the audacity to ask for a tip because he had a slow night!
This is a situation that has caused dramatization, just thinking about driver getting into a car accident and could of easily been killed! Damn your driver! Shame on you!
I explained what the problem was and now here is the solution:
1. You'll train your customer service people to tell the truth about the driver's whereabouts and not give the same time frame (5 to 20 minutes) to all your customers.
2. You will provide me with a refund of $94.95 for the negligence of your driver putting me and my family at risk and in danger. Primetime is responsible for the driver and should correct this injustice.
3. You will ensure all primetime drivers provide exact time frame of pickup/dropoff to customer so as to not upset the customer… avoid the customer having to wait hours long!
4. Primetime policy should be changed to: truth is the best policy!
5. Drivers should not ask for tips!
Thank you for your time, hopefully you will take this email letter seriously and make the necessary changes. Please contact me via email or phone [removed] with outcome and refund.
[removed]
Read this clearly
I am not requestig a refund for the time guarantee…. Why cant you people get that through your thick skull?..!
As I stated before…
This is not about the time. This is not about the pick up at the airport. This is about your company's negligence to accurately perform its quality review on driver's performances.
This is about negligence on your company's part and driver!
negligence! This horrible experience could have easily been avoided.

I have been going back and forth with carlo miguel from prime time on this stituation - but nothing is getting resolved. I am not sure what department he is in. But the excuse for no refund is that there is not price guarantee on airport pick up. I repeatedly have stated this is not about the time, this is about neglicence.

Below are the emails as proof of trying to settle this situation with company.

Sent to Carlo Miguel and [removed]
8/29/2018 4:40PM
And here we go again… Read this clearly
I am not requestig a refund for the time guarantee…. Why cant you people get that through your thick skull?..!
As I stated before…
This is not about the time. This is not about the pick up at the airport. This is about your company's negligence to accurately perform its quality review on driver's performances.
This is about negligence on your company's part and driver!
Negligence! This horrible experience could have easily been avoided.
Take this back to upper management…. I want names of upper management who are refusing my request!
-Diana
Sent from Mail for Windows 10

On Tue, Aug 28, 2018 at 10:50 AM, "Carlo Miguel" wrote:
I do apologize but upper department have decided.

On Tue, Aug 28, 2018 at 10:49 AM, "[removed]" wrote:
You need to go back to management and take a second look at this situation!
I am requesting you refund me!
Sent from Mail for Windows 10

From: Diana
Sent: Tuesday, August 28, 2018 10:45 AM
To: Carlo from Opoli Prime Time and 1 other; daphne from Opoli Prime Time
Cc: Diana Me
Subject: RE: TERRIFYING EXPERIENCE PT3854080
On Tue, Aug 28, 2018 at 10:45 AM, "[removed]" wrote:
I don't give a damn what you have done to the driver.
I utilized the service in good faith that your company's driver would not put my life and my family's lives in danger.
This is not about the time. This is not about the pick up at the airport. This is about your company's negligence to accurately perform its quality review on driver's performances.
This is about negligence on your company's part and driver!
Negligence! This horrible experience could have easily been avoided.
Now, you are choosing to put profit before customer service. You are choosing to hide behind company policy. Is the company that ignorant to avoid the issue?
At this point, you should be attempting to make this wrong, RIGHT!
Cowards!
I really hope that one day you and any other person reading these emails go through the same experience that occurred to me and my family. That day, you will remember me and how I was made to feel. Scared [censored]less!
• Diana

On Tue, Aug 28, 2018 at 09:57 AM, "Carlo Miguel" wrote:
Hi good morning

The driver has been reprimanded and suctioned already, but as far as the refund goes, we cannot issue any since the service was utilized and also we don't any on time guarantee for airport pick up's that includes our private van. It is on the terms and condition when you made the reservation online.
Thank you.

On Tue, Aug 28, 2018 at 09:46 AM, "[removed]" wrote:
Good Morning Daphne,
Today is the 7th business day. Is there a resolution?
-Diana

On Fri, Aug 17, 2018 at 08:17 PM, "daphne genabe" wrote:
Hi, good evening.
This has been escalated already to the office for review.
Give us 5 to 7 business days for the process.

On Fri, Aug 17, 2018 at 07:50 PM, "[removed]" wrote:
Marlon
So I see I don't qualify for the guaranteed refund because I was picked up at the airport, even though I waited more than an hour. Your driver put mine and my families lives in danger and you still want me to be a loyal customer.
What's wrong with you people?
I am asking for a refund because of the driver's negligence.
I don't see that in your terms and conditions, so that means you have the power to refund my money!

Diana

On Fri, Aug 17, 2018 at 06:36 PM, "Marlon Jay Gundaya" wrote:
Hi Good Evening,
We are deeply troubled that this issue has caused so much distress to you, our valued customer. We would like to thank you for helping us to improve our operation and services, and very much hope that you will remain a valued customer.
Your complaint has been forwarded over to the driver's manager. He will remove this driver from and road and will speak with the driver regarding his actions.
Again, please accept our apologies for any inconvenience. Your patronage is important to us, and we hope that you will continue to give us the opportunity to serve you.
I do hope that you read the terms and conditions

On Fri, Aug 17, 2018 at 06:29 PM, "[removed]" wrote:
Complaint department:
My reservation was for pick up at 11:10pm. Sure my plane arrived early, so I called custerm service to inform them about a 10-15 minute wait on part for the driver. Customer service rep stated would be at pick up location in few minutes. I was picked up at 12:17am. Driver van #777. Was never given name. Not even on text. Text contained phone number. I called driver 404-236-1298 and customer service line 310-464-0372. They both gave the excuse of "traffic and will be there 20+". You have the call logs, so you should be able to track it.
I am very familiar how lax shuttle service works, not the first time utilizing a shuttle. It does not take a shuttle 1 hour and 7 minutes to go around "the horse shoe" from the 11:14am, when first call was made to customer service.
Driver was driving like a maniac. He purposely turned off internal lights off so that I was not able to confront him on the speed limit, however I was able to tell he was driving 80+ m/p on freeway.
He used 105 e to 710 n to 60 e. On 710 n, by exit firestone blvd he came inches from a collision switching lanes to the left. The car honked at him. He continued as if nothing had happened. At the speed he was going, the van would of easily flipped, injurying all of us in it. He put me and my family in danger. This is neglegance on his behalf, in which he represents primetime. I was very upset but did not say a word the keep the peace. I figured he was capable of kiiling us if I upset him!
Once we arrived at my destination, he had the audacity to ask for a tip because he had a slow night!
This is a situation that has caused dramatization, just thinking about driver getting into a car accident and could of easily been killed! Damn your driver! Shame on you!
I explained what the problem was and now here is the solution:
1. You'll train your customer service people to tell the truth about the driver's whereabouts and not give the same time frame (5 to 20 minutes) to all your customers.
2. You will provide me with a refund of $94.95 for the negligence of your driver putting me and my family at risk and in danger. Primetime is responsible for the driver and should correct this injustice.
3. You will ensure all primetime drivers provide exact time frame of pickup/dropoff to customer so as to not upset the customer… avoid the customer having to wait hours long!
4. Primetime policy should be changed to: truth is the best policy!
5. Drivers should not ask for tips!
Thank you for your time, hopefully you will take this email letter seriously and make the necessary changes. Please contact me via email or phone [removed] with outcome and refund.
-[removed]

Prime time shuttle services LAX Airport services were DRASTIC. We had done a prebooking more than a month earlier from the UK (done online by our travel agent). The guy at the Airport had no idea of our booking! He had no Gadget, Ipad, Laptop, desktop computer etc to know of prior bookings, Upon calling his office who also had no reference of our booking, we got somewhere luckily because we had printed proof of our payments.
The company van han has written on the side:- If we are late we dont pay. We were picked up more than an hour later at the airport but as this was pre-booked/prepaid, i think the company needs to look into the issue seriously.
To top it up, upon our return trip from Hotel to LAX airport on the 22/9/15, for our 3:30pm flight, we were booked to be picked up at 9:35am. Quite ridiculous.
Inspite of our calls to their office with unfriendly staff and even an arrogant supervisor who was quite prelevant in CANCELLING his service than accomodating us for a more practical pick-up time, (especially as this was already pre-paid), it was shockingly proven that this is not a company suitable for the services deserved. The supervisor kept on ranting that this was booked through an agent and he could not communicate to us his schedule timings, our request to change the pickup time to about 12:00pm. Does this company not believe in e-mails which when sent to anyone can be passed on within seconds to relevant person/s anywhere in the world? Quite shameful for a company based in USA! Shame . Would like to be refunded immediately and the company being blacklisted for giving very poor services. Better jobs are done in even countries like Mumbai or Kenya. Learn.

I had made an online reservation a day ahead of time to be picked up at LAX and taken home to Sherman Oaks. The reservation was confirmed with an email. At 10:15 p.m. when I arrived at the airport baggage area early due to an early flight, I was promptly checked in with the Prime Time Shuttle representative at the Shuttle area. I was told I'd have to wait approximately 20 minutes.

After about 1 hour of waiting, I was informed by the representative that they weren't able to take me home, and that they were sorry, but my credit card would be credited back, and to have a nice night.

It's amazing that the company just abandoned me at the airport with no way to get home. Desperate, I was able to call up a ride-sharing service, and get home for $17 more, including tips than I'd originally paid them.

Contacts to the company the next day via phone were dismal, and after waiting for over 25 minutes on hold, I was informed that my credit card had been refunded and would show on my account in 5 business days. If I wanted, I was informed I could submit a receipt via email for them to give me further compensation.

To me, if you have agreed to provide transportation and have confirmed a reservation with a customer, it is your duty to provide it, or make alternative means for them, or compensate them for their troubles in the event of a problem.

It took over 16 days for the refund to arrive on my card for my original trip.

Responses to my email said that: "Unfortunately, we couldn’t accommodate your pick up from LAX. This is a rare instance but sometimes at night it becomes very busy."

I responded, requesting that reimbursement be provided, but never heard anything. 10 days later, I contacted them again, and was notified that "we do not provide reimbursement from the airport."

Needless to say, I won't count on Prime Time Shuttle for any of my travel needs again, and I encourage others to stay away. As they also seem to run/own/be the only provider of Shuttle2LAX.com, I wouldn't book there, either, unless you have a solid backup plan.

I and three other members flew into LAX on 6/8/11 for an academic event in Pasadena. I had made online reservations with Prime Time for a trip from LAX to Pasadena. In a 36 hour period, I was billed six times for this trip (which included the fare for 4 people plus a tip for the driver). I got a notice from my bank of this odd billing behavior and contacted Prime Time's customer service first thing on 6/9/11. I left several messages on voice mail and talked to three different representatives during the course of the day. I was told by the last representative that I would be contacted by the end of the business day with an update on how the problem was being dealt with. I never received the call...and the three different people I talked to said there was only one person who could take care of the problem...and evidently, she was not available or too busy to talk with me. At this point, nothing has been done to return the unauthorized funds taken out of my account.

Had a reservation for 6AM pick up to airport. At 6:20 I called where is pick up? They stated in another 10-12 minutes. Driver shows up 45 min late doesn't ay a word just loads luggage and goes wrong way to airport. We state we need to be at airport immediately as driver was 45 min. late. Driver slams on brakes, spills our coffee all over us, opens back of van throws all our luggage and camera gear in MIDDLE of street. I jump out to move it safely to curb. My partner is still in van calling customer service supervisor when driver takes off with other partner that is not seat belted in and van door is wide open! About a block more away, Driver then slams on brakes and runs to side of van to forcefully pushes partner back in van, slamming his ankle in door. Passenger jumps out of moving crazy driven van. We miss our flight, have to wait thru 2 stand bys then eventually have to fly seperate. Get to destination 9 hours late, no one to pick us up as it is midnight. Had to get a hotel. Discovered when exiting van we left a video bag with our professional video camera and some equipment in it. Pres of Prime Time John Kindt offers to settle with us for $10, 00 then changes to $5000 then says $2500 but has not done anything. PUC says Mr KIndt not even suppose to be in country nor operating business. Cost us a film job and missed parents 63rd wedding party plus incured costs of hotel, other transportation, lost equipment, ruined clothing and the list goes on!

I called to cancel my reservation 5 1/2 hours before my scheduled pick up time because my flight had been changed by the airline. I was told by the representative that I talked to that it would be fine due to the circumstances and was given a cancellation confirmation number (even though they have a 6 hour cancellation policy). A few days later I noticed my credit card had been charged so I emailed the customer service department. After multiple back and forth emails with the manager I was told their cancellation policy was very strict and that I would not be refunded the fee. I understand this except that 1. I am not in control of the airline and couldn't have predicted their schedule change; and 2. I was told by the representative I spoke with that my reservation was canceled without issue and given a cancellation number (which was not honored by the manager I spoke with).

Prime Time Shuttle made a reservation for myself and my wife to be picked up at the Burbank CA Airport. Upon our arrival, no shuttle was to be found. When we called Prime Time Shuttle, they told my wife that the reservation had been canceled and that we would need to find our own transportation. At first I did not believe it and even called back myself, only to get the same answer. No explanation was given other then that they did not have a driver available to pick us up. We are from Ohio and had made this reservation because we were unfamiliar with this area. No advanced notification of cancellation from them at all. It was not until we called an hour after we were suppose to be picked up that we were told the reservation was cancelled. They had our cell phone number on record, but did not have the decency to call. Shame on Prime Time Shuttle! Very poor customer service!