Prime Time Shuttle

Terrible service… horrible. I called to get a reservation and the customer service was terrible! They were so rude and when I asked to speak a manager, I was told no managers work on the weekend! May explain why the customer service agents are rude on the weekend!

Badly organized and late. Was put in a van with people who were not going anywhere near my destination, two hours to get home.

Every encounter was negative. From booking, to waiting for the van to show up, trying to cancel and getting no refund, customer service is a joke — they fight tooth and nail to keep your money and act proud about it. The van smelled like rotten fish. The driver blamed it on the passengers luggage, but what he didn’t know what that all of us were together and so no dude, none of us had fish in our luggage. Sheesh! Shuttle Vans and Taxis are a thing of the past. From now on I’ll only use Über or Lyft.

First shuttle company ever. Poor customer service. Avoid at all costs. They got my reservation wrong and wouldn’t cancel or refund the amount. Wanted me to pay double to fix the date

This is the worst service ever! I hope that the company truly goes Bankrupt!!! Having people wait over an hour just to be told that there is no van is available. I will NEVER EVER take this again. I am reporting this to corporate and have reported this via customer service. Seeing over 13 Super Shuttles pass by even added fuel to the fire in the one hour duration. Then the driver leaves LAX to pick up another persons. Unacceptable. I was just told by the coordinator and driver to just complain to Customer Service. Customer Service did nothing but tell me that wait is 5 – 45 min. I waited 1hr20 min and that isn’t including the ride. I live 7 miles away. Next time Über or Lyft for sure. I am absolutely LIVID!

Update: My credit card company sided with me and refunded all my money. Prime Time threatened to release the audio recording of my call, which I was fine with, and it showed I explicitly told then to forget about cancelling my one leg, and that I never said to cancel my entire trip. Glad I got my money back, and hope that others are much smarter than me. I ended up taking a Lyft which was so much better AND cheaper!

I am disappointed with your response. We were not the only people who gave up on Prime Time that night as other people made other arrangements as well after waiting lengthy times. The problem is that you don’t have enough vans as there were about 7:1 Super Shuttle to Prime Time vans coming through. We were able to get a Super Shuttle van within 35 minutes with no reservation. Appears your business practice is to strand people at the airport until they give up and charge them anyway. I will proceed to contact my credit card company to dispute the charge and explain your apparent dishonest business practice. I’ll add on to the long list of complaints on social media in hopes of helping some other poor traveler.

Even if you have a scheduled time, it is on their time so be prepared to wait and it may be a long wait. Also Prime Time Shuttle will try to double charge you. When I booked two separate reservations, one for me and one for my son I payed online, then a driver made my son who arrived the following day pay the fair again. It may have just been the driver who was trying to cheat the passengers, I’m not sure, but there is no excuse. I called Prime Time when my son told me what happened. I was on hold forever, but finally they said they would refund the money but it will take 5 – 10 business days to receive the check. Haven’t gotten it yet. So bottom line, they are not on time, nor are they completely honest. I would not recommend using them, I know I won’t again.

Worst experience at LAX! They shouldn’t be allowed to operate at the airport… it’s a negative p.r. Los Angeles experience. I made and paid for reservations in advance. After two hours, my shuttle finally arrived. Several queries to the staff resulted in being told that the shuttle was on its way in a few minutes. Not so! Apparently the staff does not know the shuttle schedule or maybe there isn’t one!

Never again. I got a reservation confirmed for an 8:35 pm pickup and the van ended up leaving LGB airport at 9:05pm. 30 friggin minutes late. Then I started getting excuses of weekends this and late night delays that. Well, it was Monday evening. Not a weekend nor was it late at night.
This service sucks and I predict will be driven out of business by the Ubers of the world within the next five years. And when this occurs, I will smile. Some businesses just should not be around if they refuse to step up their game.
Good luck Prime time, I think you will need every bit of it.

I am a first-​time user of the Prime Time Airport Shuttle. I am overwhelmed by the negative reviews, but my experience was just the opposite. I made an online reservation of 8:45 am pick-​up from my home and return pick-​up at LAX at 10:05 am. Before the 8:45 pick-​up, I received an email and a phone call from the driver notifying that the pick-​up time changed to 8:30 am. The van arrived at 8:30 am. My return flight arrived on time and I went out to the dispatcher around 9:40. The van arrived about 10 minutes later.
Since I never used this service before I did not know what to expect. I was ready to wait at least 30 minutes. I did not wait as much and the drivers answered all my questions about his company very kindly. I will be a happy user of this shuttle until they disappoint me real badly.

WORST SHUTTLE SERVICE EVER! Wish I could give 0 stars. They seemed decent a few rides, but after this experience, I will no longer use them. I don’t care if they’re cheaper, because it doesn’t matter after their bullshit service and screwing me over. I’m so furious and so upset by this experience, I’m writing this right after it happened and because of them, I got home close to 1am by taxi. Yeap, because of them I had to take a taxi and got home so late. So here’s what happened…
My flight was delayed twice due to weather so it was something I couldn’t control. I tried calling their customer service to let them know I would need a ride much later. Could I reach a rep? No. After calling multiple times, I was able to reach nobody. I left a message with my info and was hoping for a call back. No one called back. I was going to board soon, so as my last resort, I had to talk to someone through chat online. Was she helpful? No. Because I was arriving late, supposedly after 11pm, she mentioned that I wouldn’t be able to get a ride, unless I made it a private shuttle. WTF? I already had a reservation, and because I’m arriving late at no fault of my own, they won’t honor my reservation but make me turn it into a private ride adding more expense? Then, while chatting with her online a driver called back (his name is Jay) and said he would be able to pick me up (a sudden hope and slight relief) but it would be a late pick up, about an hour after I arrive. He told me to call him once I land. I said ok. I go back to the chat online, and I told the rep I have a ride available. In case I arrive before 11pm I wanted to see if maybe I can get another driver sooner, so I asked the rep since I can’t reach a rep by phone, is the chat ²⁴⁄₇. She responds yes.
I arrive around 10:40pm. I thought maybe this time I can reach a rep by phone. And that’s a big NO. Is the online chat ²⁴⁄₇ like the rep online said? NO. She lied. I call the driver Jay and he said it would take about an hour to pick me up, and that he would text to let me know when he’s on the way… about an hour later. I text to ask if he’s on the way. I get a text back saying the company took me off the list. Furious, I call him asking why he won’t pick me up after he made me wait for an hour saying that he would pick me up. He just says, sorry the company took me off the list so he won’t pick me up. I ask him for a number to reach a human being and not a machine, and he says just call the customer service number. Gee thanks, the number where you can’t reach anyone. I tell him I’m never using them again, and hung up. Thanks Asshole for making me wait for an hour for nothing, when I could’ve taken a cab. And thanks Asshole Prime Time for reps who are unavailable and liars, and thanks for just taking me off the list with no word, and making me take a pricey cab, and making me come home much fucking later.
If you want to be screwed over and deal with shitty service, then go ahead with this crap shuttle. If you decide to ignore these low reviews, then good luck.

1. A simple cancellation you can’t do online but have to call you have to wait for 16 mins and the automated voice states «your call is important to them and then the recording says you are the next customer» and then when you think you are the next caller, they hang up on you!
2x they did this. I finally reached someone they call a «chat line» it is not chat its email even with the cut you off, I had to submit 3x and they informed me there is a $ 4 fee to cancel… I was trying to cancel for the last 2 hours and was giving them a 72 hour notice.
2, Pickup driver was 35 mins late twice I had to call the dispatcher and when the driver did show up he was speeding over 80 plus trying to get me to the airport and I barely made it… PrimeTime Shuttle no more chances…

I booked a RedVan shuttle online on Tuesday 4÷14÷15 to take me to LAX from Puente Hills, CA for Wednesday April 15^th… Scheduled pick up time was 12:00pm…flight time 3:20 pm… All was well until I had to change my pick up time or location. I started calling before 9am. I called five times… each time, I was on hold for up to 30 minutes with little messages telling me I would be next, then finally telling me, I could not be helped and to leave a message… I was able to leave a message two of the five times and received one call back with a recording telling me to hold for the next operator… then the call dropped. I tried calling back and and got the same run-​a-​round messages… it was a completely frustrating experience. As it turned out… I managed to keep the original appt and location thankfully… but, what if I wouldn’t have been able to??? An hour before my pick up, I got a text telling me the shuttle would be delayed 15 minutes… at 11:55am, I got a call from the driver telling me he was at my pick up location and would wait 10 minutes… This company doesn’t have the right customer service ethic and if they read these reviews… I hope they will fix this issue.
I would caution against paying the tip in advance and wait until service is complete and tip according to what you’d tip any other service of this type and so to make sure the actual person receives it. I don’t trust the way this company does business!

OMG the worst ever! Waited over an hour, still waiting for a pick up. Want to charge me additional $ 37, says my zip code Is not in their area yet the reservation took it. Be careful of the $ 20 fare, even with a reservation they did not honor it.

These clowns are really bad. for starters taking a taxi is just as cheap. Driver scared us all half to death. really sucked. I’ll never take these guys again. worst ever…

Two hour flight to lax. Prime Time Shittle circled airport for 2 hours while waiting to fill the van. Finally got to destination 3.25 hours after landing.

I use Prime Time to get me where I’m going on the ground, I take weekly flights into Long Beach. I haven’t had any issues and have had outstanding service for the past year now. I would recommend Prime Time in Long Beach to anyone traveling here. Vans are clean, drivers are professional and safe.

I was picked up on time from the airport by a cheerful and courteous chauffeur. He was likewise courteous and efficient with all of the passengers with whom I shared the van.
One of the things I thought was interesting was the driver’s use of very audible GPS. In a strange town, it was kind of cool to know that we were taking the most direct route to our destinations. The only thing I wasn’t sure of was the driver’s tip. I put it on my card when I booked the shuttle (an option they offer). I only hope it went to the guy who picked me up! He deserved it!

Who’s going to take you to the LBA without any complaints and a smile on their face at 5AM? The maroon vans of Prime Time. With their on line reservation system and wake up call at 4AM, I was confident I was going to get there on time.
I consider myself a good traveler, but these early wake-​up calls are not something I look forward to in order to make an 8AM flight. This was the first time I used Prime Time. Normally, I fly out of SNA and park in the cheap lot on Main St., but on this trip, I wanted to try a shuttle service because I wasn’t willing to park my brand new car at the airport for any length of time.
It worked for me. I booked a round trip on line. We’ll see how the pickup at the airport goes after my return flight.
3 stars.
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So I booked a round trip shuttle service right? Well, my flight plans changed and when I knew I was going to land at SNA instead of LBA, I asked for a transfer so I could get home. On the phone, they said fine, but when I got to John Wayne, no one was there to meet me. When I called Prime Time, they said no one from the Los Angeles group told them about the transfer. I ended up calling a friend who luckily just got off of work to pick me up from the airport.
2 stars.