Prime Time ShuttleReviews of primetimeshuttle.com

If I could give 0 stars I would. Customer service was horrible and they lied. The driver was pre booked and prepaid. He texted us when he “supposedly” arrived at the airport. We were waiting exactly where we were told. He NEVEr replied to our texts asking where he was so we could find him. No real person to call for Customer service and the driver would NOT answer our calls or texts. Finally did an online chat with someone claiming to be customer service. I sent pictures of exactly where we were standing and repeated 3times requests to receive a phone call. He told us he tried many times to call but we didn’t answer. That is a complete lie. As we had our phones on and volume up so we would not miss a call. They finally admitted the driver was not there and they would send another driver. It was a nightmare. Do NOT EVER use this company.

Confirmed 3:00 AM pickup, Trip note their reservation system runs on California time, which caused confusion. Support rep promised the driver by 2:00 AM Utah time. No driver ever came. Had to scramble for my own ride to catch my flight, then pay for 11 days of airport parking and gas out of pocket. They refunded the reservation and offered a $30-off coupon for a future ride no compensation for the actual costs their no-show caused. No way to reach a live person when it mattered. Avoid if you actually need to be somewhere on time.

Absolutely terrible experience. I booked Prime Time Shuttle in advance for my 18-year-old son because he was traveling alone and I wanted to make sure he had reliable transportation arranged. They never provided clear instructions about where he was supposed to meet the driver. My son called the driver five times trying to figure out where to go, and she repeatedly hung up on him instead of helping him locate the pickup area. She then cancelled the ride and left him stranded. When I contacted Prime Time Shuttle, I was told they didn’t have another driver available. My son ultimately had to order an Uber to get to his destination, which was nearly a two hour drive from the airport. What is the point of making and paying for a reservation in advance if the driver can simply cancel, leave the passenger behind, and the company has no backup plan? This was incredibly stressful and completely unacceptable. I would never trust this company with airport transportation again, and I absolutely would not recommend them to anyone traveling alone or arranging transportation for their child.

Was expected for pick up at 1030pm. Driver didn’t arrive until 1106pm. Then the driver didn’t look at routes going to Long Beach. In turn, took Sepulveda Boulevard instead of West Century that showed on Wazes zero delays, Sepulveda delays 20-25 min we sat in traffic which was unnecessary. Contacted their customer service. Poor response here! Only reason they gave was heavy traffic around LAX and that can happen. When we looked at the drivers gps it showed him not even close when he was contacted at 1020pm letting him know we’re just waiting for our bags. Don’t USE this company!! Poor customer service on top of the vehicle was in poor condition and not clean. Money is better spent with others!!

Worst customer service. They stole items from us and then laughed. Said we could contact the police and blocked our number when trying to work things out.

The worst customer service imaginable. We used this service and it was fine so we booked the exact same service when we had family coming into town 5 days later. All of a sudden the service is different and you have to take a shuttle to get to the shuttle. When you call no one answers. After 3 calls we get someone in the phone who pretends no one has ever picked anyone up at the terminal despite us just having been picked up at the terminal. We ask for help to try to get our family picked up and the customer service is so rude. They didn’t offer to help in any way and charged us anyway and cancelled the trip. Seriously book with literally anyone else. Or walk. It’ll be faster

This was the single worst experience I have ever had with a car service. The freaking driver left. No call no text nothing. And we had been texting earlier!!! Nothing. When we got out side and called him to let him know we were ready, he answered and said he was going home. DO NOT USE THIS COMPANY

FRAUD!! TrustPilot FRAUD!! Read to bottom to see how. Getting picked up @ LAX- THEY tried to assign the time for my pick up. Not knowing what I was facing at the airport, I figured they must know what they're doing bcs they knew what airline I was using and how everything averaged out, right? WRONG. They gave me 30 minutes to arrive, get off the plane, get across the airport, pick up my checked-in luggage, AND get to LAX-it (even tho the website says you don't have to go to LAX-it, apparently their info is wrong or outdated, bcs you DO have to make it to LAX-it). I had a bad feeling, so I'd given myself an additional 20 minutes (total 50 minutes)- still not enough time to get across that horribly mismanaged airport. Turns out I had to stand in line to get onto a terminal bus that moved us over to where Baggage Claim was. All of which PT should've known bcs they knew my airline, etc. Meanwhile, I'm getting texts from my driver asking me where I am- NOT my fault that Prime Time doesn't schedule correctly. When I finally get to the car, frazzled not only bcs of the experience but bcs of the texts I'm getting, I am informed that other appts had to be released bcs of me (again, NOT my fault- I'd actually ADDED time to what THEY said would be enough time in order to try to AVOID this very situation) and I should be very grateful that they didn't just cancel my ride and charge me a second time to make another appt. Returning to LAX- turned out I was ready earlier than expected, so I tried to change my appt time. The system said that bcs I was in a 6 hour window, I could only make it 1 hour earlier. Fine, although it's very inconvenient to be left sitting at the appt spot for several more hours (& wouldn't be an issue with other rideshare companies), I'm not super upset when I'm the one trying to make the change. However, the appt time comes and goes, and I can't track the driver. I call "customer support" and am told that the system glitches like this all the time- turns out you can't make changes the same day as the appt (I'm left wondering about all those poor people whose travel plans change bcs their flights are late/canceled...), so I'm SOL. Not even a simple apology for the fact that I've now been sitting at the appt spot for over 3 hours and another 1 has been added, or an acknowledgement about how the app system needs to be fixed- just the attitude that I can take it or leave MY CASH. So, I wait for another hour. And when my driver finally shows, it's only so I can be ranted on for almost the entire ride by the driver about how I'm in the wrong bcs I need to take the needs of the drivers more into account. How I'm a horrible customer bcs my phone doesn't ring when it doesn't recognize an unknown, probably spam, phone number. How I shouldn't be trying to change appt times bcs they don't have enough drivers to manage difficult customers like me. (Is it really my fault that the company doesn't have enough drivers?) And my worst fault was trying to conserve my phone battery which was almost dead (I'd been using it for the first 3+ hours and then stopped when I was informed it would be another hour), so I didn't look at my phone until it was my appt time. I shouldn't have had to bcs he had the ability to track where I was. And I had immediately responded to the text I'd received from my driver telling me off for not being where I was supposed to be. I'd been there for 4+ hours, and I'd told Customer Service exactly where I was (standing next to a specific "Pick up here" pole), so I said yes I was and took a picture of the pole I was looking up at. Then the driver MOVED his car over to where I was (couldn't he have figured out that maybe the person sitting there, right next to where I was supposed to be, obviously waiting, might be his ride?), but didn't apologize for calling me out for not being somewhere that I obviously had been when it was HIM that wasn't there. I would've gotten out, but I was concerned about making it to the airport, so I just kept my mouth shut. I'd chosen this service bcs it was going to be less expensive than other rides, and I signed up for round-trip bcs it promised a discount if I did. However, after they added all the fees to the displayed base cost, it actually cost MORE. Finally- how they're committing fraud, specifically TrustPilot FRAUD- on their website, in the middle of the home page, they have a banner claiming that they have a 3.7 rating with TrustPilot. However, if you actually check the rating in TrustPilot, their score is 2.1. Makes you wonder what else they're lying about, huh? So save yourself some money and a lot of headache and DON'T use PrimeTime Shuttle.