Prime Time ShuttleReviews of primetimeshuttle.com

Booking online was straightforward, and customer support was responsive. However, I was unexpectedly charged an additional $30 because the driver had to cancel while we were delayed at immigration—a situation completely beyond our control. I had the impression that a ride would be available when we were ready, especially since the website states, "Get picked up on-demand with just the click of a button." I was surprised to receive a call informing us that the driver could no longer wait. Given the circumstances and the messaging on the website, I believe a refund for the additional charge is warranted.

I have used PrimeTime Shuttle in the past without issue. This upcoming trip I had booked two different legs in Los Angeles. Fast forward to today when they ran a sale. Knowing that I could rebook and they stated during the original booking I could cancel easily (but did not state a cancellation charge), I booked under the sale. I went back to the original booking to cancel, but now they want to charge $5 PER LEG. They did give the option of converting to "credit" for use for any rebooking within a year. I do not plan on needing this service in the next year, so I selected cancel. In chatting with customer service, they simply said it was their policy and that was it. I explained I did not cancel to go to a different company, but instead to rebook directly with them. They didn't care. To find the cancellation fee, it isn't clear on the home page either. You have to go into the help section before you can find anything about cancellation adn the $5 PER LEG charge to "cover credit card processing fees". Well, my total charge WITH a $25 TIP was only $170... which is NOT $10 of credit card processing fees. But, getting nowhere with customer service, I completed the cancellation with the $10 fee. Then, I found something more disturbing about their ways of hiding information... when cancelling, they simply stated they will convert to credit that you can use for any rebooking within a year. HOWEVER, I looked into this too... this is ONLY FOR THE SAME SERVICE AT THE SAME LOCATION! That is NOT "any" rebooking. And, again, this is NEVER mentioned when you are cancelling. Instead, people would think, yes... I can simply have a credit on Prime Time Shuttle for any use later, and click on the "Yes, convert to credit". Then, if they traveled anywhere else, or maybe same city with the need for a larger vehicle, etc... their credit would NOT be accepted. This is REALLY poor terms by PrimeTime. Actually, the terms are fine if they would explain them UP FRONT like most everyone else. Needless to say, I will use my latest booking for this upcoming trip since it is already paid for. The discount sale basically covers the cancellation fees... so no advantage there!