Prime Time Shuttle

The terrible customer service continues. They quickly apologize on Unilocal for bad service and ask you to email them to get an explanation for what happened. But then they don’t respond to the email. Don’t be fooled, Prime Time is not sorry for its bad service — the apology response is only for show. Will Prime Time respond again and claim they didn’t receive my two emails?

WORST service I have EVER encountered in ANY business I’ve ever used. I booked a Prime Time shuttle to transport singers we’d booked from India to go back to LAX. The shuttle showed up ONE DAY EARLY, and then the next morning when I called to confirm they’d come at the correct time, they said that they were swamped with phone calls and would have to listen to the phone call I’d made to make the initial reservation to determine whether a) they’d send a shuttle at the correct time and b) whether I’d get a refund. They admitted that it was due to a computer screwup on their end, but that did not help appease my stress on my WEDDING DAY.
So in the middle of my own wedding events — with 400 guests, mind you — I had to scramble around to find a shuttle for the singers to get to the airport. I found another service that was extremely professional and am grateful for it — but I have yet to receive my $ 350 refund from these hacks.
The company did call to say they’d booked the shuttle after all — hours later and very deep into my actual wedding — but by that point all I wanted was a refund. When I asked to talk to someone about that, they put me on hold and never called back.
Prime Time Shuttle does not deserve to operate as a business. I’m not typically a litigious person, but given this ineptness and sheer unprofessional treatment of my situation, I’d go down that route. Luckily, we have a number of lawyers in the family. I want my refund.
In the meantime:
NEVER. USE. THIS. SERVICE.
Had I checked the Unilocal reviews in advance of booking my shuttle, of course I’d never have gone with this company. Hopefully someone will see my review and STAY AWAY FROM PRIMETIME SHUTTLE.

The ride was fine. The customer service, though, was just not acceptable. Left my jacket on the van, spent most of my stay trying to get them on the phone or, once I finally got through and was told they’d call back, waiting for the return call that never came, only to be told (after being on hold 15 minutes) that I’d have to wait until after my return flight to call AGAIN. I really liked that jacket, too. Next time I’ll check reviews before picking a shuttle service, and you can be sure it won’t be Prime Time.

When researching for a shuttle service, I came across Prime Time. A company I have never heard of but had a reasonable fee. Well, there is a reason why I have not heard of them.
Making a reservation is simple. You prepay with tip and I tipped with their recommended amount. Super easy for them to make the transaction. Per our bank account, the transaction was completed in two business days.
Pickup date/​time from residence:
Tuesday, August 11^th @ 9:25am.
I received an email regarding our pickup 12 hours prior then received a text the morning of with the status of our driver. Our driver came 2 minutes early. At first I was a tiny bit put off because he was not proactive with assisting us with our bags (my husband’s started to put in our car seat and booster seat for our children). Not sure if it was because our bags were still inside by our front door but once I started rolling them out, he started to help. So I figured to let it go since he was a little early.
Pickup date/​time from airport:
Tuesday, August 18^th @ 12:25am
Fast forward 5 days. I checked my email in the evening to see if they sent a reminder for our pickup. Nothing. Checked the next morning. Nothing and no text. This should have been two red flags but I gave them the benefit of the doubt because our pickup at our residence went well and decided to check once we landed. Still no email or text. Once we got to baggage claim 20 minutes prior to pickup, I called them. (Oddly at 12:05am, I had to wait a few minutes to speak to a live customer service representative) I gave the woman our confirmation number and requested the status of our shuttle. She told us to go the shuttle area so I figured it would be there. I was wrong. At 12:27am, our shuttle had not artived so I called Prime Time again. I got the same representative and she indicated that there were no shuttles available and that we would receive a full refund. The way she told me was if she has said this numerous times. She didn’t have a tone but she was not empathetic. We ended up taking the Super Shuttle. Super Shuttle had excellent customer service via phone. The driver arrived in 15 minutes as indicated and proactively helped us with all our belongings.
The next day, I called to confirm that my refund was be processed. This time, I was on hold for 10 minutes. Once I gave our confirmation number, the representative immediately blurted out or reservation time and that we were receiving refund. I asked how long it would take to receive the refund and she said 3 – 10 business days. They should go ahead and say 10 business days because that’s how long it took to refund me (I checked mt account everyday). It took then 2 days to take my money but it took 10 days to return it?! That’s ridiculous. For a mistake that happened on their end, the refund should have been completed immediately due to bad customer service.
I guess I was so excited about our family trip that I failed to Unilocal this business. If I had, I wouldn’t have to waste my time writing this review warning others. By the way, I gave them one star only since our pickup at home was decent.

Horrible service. Made reservation a day before and arrived at the airport pretty much on time. Reservation says the van should have been there by 5:25pm… Got there 5:20 but no van there. Told the dispatcher at the airport but they couldn’t get the van (while many other companies’ vans are ready here) — I had to call them and they let me wait on phone line then after 20 mins the van is still not there. That is my fault I didn’t read review here at Unilocal before making reservation. Never use again.

Had a reservation for 10:00AM on Saturday for roundtrip to Cruise Ship terminal in San Pedro. When we called Friday night to confirm 10:00 AM pickup, we were told that the pickup would have to be at 6:00 AM! They did not even plan to call us as far as I know. Are you kidding me? The reservation/​phone operator was less than helpful, said «Sorry, there’s nothing we can do. You can cancel if you’d like» We did cancel & I was told my $ 335 would be credited back to my credit card «in three to five business days», accounting is closed over the weekend, etc., etc. Scrambled and found other transportation, but notified the company that I was not pleased with the delay in crediting my account. More «sorry, too bad, nothing we can do» attitude. DO NOT use this company. They are less than reputable and based on other reviews, I am not the only one who feels this way. Talked to my credit card company, notified them of possible fraud, they are blocking any further charges from them at the suggestion of the fraud department; the company is using my money for up to two weeks from the time we booked this and I’m not sure they plan to refund it at all. Thank goodness for credit card fraud protection! Plan to file complaints with all agencies within California that have jurisdiction over this company and put the credit card charge in dispute. I repeat, under no circumstances would I recommend using Go Sedan/​Prime Time Shuttle. At least we had sufficient time to book other transportaion. Would give a rating of –1 if possible!

I called prime time shuttle and made a reservation. The guy on the phone was mumbling and rushing me. The email confirmation he sent had a misspelled passenger name even after I asked for correction. He hung up on me. I called back and requested to cancel, their incompetence and negligence was too obvious to ignore and the booking was for a guest so I didn’t want to risk bad service. They still charged me $ 4 cancellation fee after I explained my disappointment. The second person was careless and didn’t apologize nor offer to correct the booking. I wish I checked the reviews before calling them. Lesson learned.

Would give zero stars if possible. Shady business practices. They Called less than 12 hours from scheduled pickup of elderly mother in law for flight to visit family for holidays and cancelled-«so sorry overbooked-​not enough Vans.» They’re happy to take your reservations online and $ without being able to perform. Went to Super shuttle.

Incredibly poor service. Showed up 45 minutes late to pick us up at the airport on a pre-​paid order. It was impossible to get ahold of the company while we were waiting and once we did we were told the driver was waiting in line and we just didn’t see them. This was a total lie.
The shuttle called and said they’d be there in 5 minutes (which doesn’t make any sense if they were just waiting in line). Once we were in the shuttle we noticed the check engine light was on and just covered by a piece of paper.
Described the ordeal to their customer service and received no response at all All of the negative Unilocal reviews are here for a reason. Worst shuttle service I have ever used. Seriously, use another shuttle company. Any other shuttle company, this one is the worst I have ever seen. I signed up for a Unilocal account just to leave this review.

Believe the other reviews you read about his company. We had a reservation for this evening for the shuttle to pick us up from the airport at 12:30am. We confirmed this earlier today and since we had 3 small children in our group, we wanted to be sure everything was in order at such a late time. They confirmed. Upon arrival, no shuttle present. When calling the company, they said, sorry, no shuttle available until 9am. Very rude person on the phone and poor customer service. We ended up calling ADVANCED SHUTTLE SERVICE who came right away, had great rates despite it being 1am and last minute, and the driver was incredibly friendly. We will be using that company from now on. Prime time shuttle is poorly operated and are not dependable. Suggest staying as far away as possible.
Next day, they send a cancellation e-​mail making it sound like we cancelled the shuttle. What a joke of a company.

I currently sit at the San Diego airport with a large group at 1am and our return shuttle that we confirmed right before our flight just isn’t coming. All they say is that there is no shuttle available, sorry. Nothing they can do!!! We spoke with a rep that said «we will be there no worries!» We have 3 small kids and we are sitting here waiting for another company. Thank goodness we found one. We will NEVER use this company ever again. The ride the airport was great. I give full credit to the driver. We received confirmation calls and she was right on time. But this time nothing came. We will be getting some serious reimbursement from this company. They need to be run out of business. BEWARE!

Had a prepaid reservation for 830 pickup from the airport. When I got to the shuttle kiosk, the folks there said I would need to call primetime because there were no vans around. After waiting 45 minutes on hold, I was told the driver wasn’t close and that I would have to wait some more. Needless to say, the service isn’t really much of a service and I ended up taking one of the many other shuttles that were actually available.

The single most inefficient and unaccountable business I’ve ever requested service from. I confirmed twice with them and while I continued to wait for them to pick me up (1 hour before flight) they told me to find other means of transportation. AT 4 am!!! Because you and your business lack any resemblance of internal communication? Yes people do not use this service. Trust me you will be on here right after they let you down too.

I ordered the Go Sedan service from PrimeTime in SD. I sure wish I had read the reviews first. Day before I am to return I get a call letting me know that they do not have a sedan available to pick me up (made the reservation a month ago). They left a message saying that they would send a van to pick me up at the airport and that I would be the only passenger and that they would not charge me the up charge for private van. I dunno, travelling alone, long ride to Carlsbad, would I rather be in a van or the comfort (which I paid for) of a sedan after a long flight. Aren’t I lucky they won’t charge me more for a service I did not want. The sedan driver would have met me at baggage carousel and carry luggage. Nope that wasn’t going to happen either. Van driver texts me and I text her my location. Airline, baggage carousel door and door number. This is how you find your traveller. She says she will not be able to find me without information. I called her and asked what she needed. She said she needed my location. I gave her the info again, she says she needs a landmark. Now she is screaming at me asking me how she is supposed to find me, that she isn’t supposed to pick me up at the curb and that I need to cooperate. I gave her my exact location again and she again yelled at me. She parked her van at wrong doors, but I saw her and ran to meet her. Really? I have called 3 times to speak to someone. No one answered after 20 minutes on hold and no one had returned my 3 calls. Ps website is an even worse nightmare! NEVER AGAIN!!! Can’t post without giving minimum 1 star. Too much credit for them.
As if today, company will refund 100%. Will I try them again?

Read what other reviewers have to say, and take it all to heart. I didn’t even know this company existed, but having successfully used Go Airport Shuttle in other cities, I booked a one-​way trip home from Lindbergh Field on Go’s website and then learned in my confirmation email that the service would actually be provided by Prime Time. We arrived at the shuttle island with all of our luggage — me and two of my kids — with 5 bags including two ski bags, at 11:00pm. After waiting 5 minutes and seeing no sign of the van we had prepaid, I called and was on hold or talking with Prime Time for 20 minutes before they confirmed that yes, they had my reservation but no, they hadn’t assigned a van to actually pick us up and transport us. The woman I spoke to was curt, uninformed and unprofessional and worst of all, they couldn’t process any refund because they were a partner in the transaction and I had to obtain any further customer service from Go Airport Shuttle. There are obviously several choices of transportation companies in San Diego; if you want a drama free ride, call Super Shuttle and be done with it.

I have only taken Prime Time Shuttle from the airport back home. I walk straight out of the airport and walk right onto a shuttle. I have always had good luck doing it this way… not a long wait and plenty of shuttles run all the time. I live in La Jolla so its a ways away but reasonable in price. On the flip side, I did schedule a pick up with them when I lived in the OC and went through the same nightmare you see in these other reviews. Moral of the story… don’t prepay with these guys… and use only if you need a quick ride home from the airport.

This company is unreliable, and unprofessional! Call Super Shuttle, or take a cab. The stress of if they may show up or not is NOT worth it! They’re rude and don’t care about you getting there on time, and should NOT be in business.

Do yourself a favor and find a DIFFERENT shuttle service!
This company is unreliable, unresponsive, is not courteous, and is pretty much an overall JOKE.
We prepaid $ 150 for a round trip shuttle service for a family of four, including a tip for the driver. Our flight was scheduled for 6:30am, so a 5am pick up in La Mesa to the SD airport should suffice. 5am comes… no shuttle. 5:30am comes and panic ensues as we get into our own car… while ON HOLD. 6am comes and we are looking for a parking spot when somebody with zero authority to do anything comes on the phone to say, «sorry our manager Melinda R will call you back when she gets into the office». Two weeks later and no return call. We luckily made our flight with about 10 minutes to spare.
The net result: a $ 224 parking fee at the airport upon our return (we did not have time to find the long term lot).
They at least did refund the$ 150 prepayment made weeks in advance. By my math, these jokers owe me $ 74 ($ 224 — $ 150), and that does not factor in the stress incurred by their incompetence.
Is this worth a trip to small claims court?
I’m not sure about that, but I am sure that you should use a different shuttle service…

We pre-​booked and paid for our shuttle because we knew landing at midnight would make finding a ride difficult. Only to get to the airport and the shuttle service that it would be about 30−45the minutes before a shuttle would be there to pick us up. We asked to just get refunded for the trip so we could get another ride sooner and they said they don’t do that. (Why you ask… Because they already suckered you out of your money and tip) what a crock of you know what… Don’t ever use this company! !!!

Thought about getting a corporate account with this company as I schedule the travel for my company and we need a reliable shuttle service.
Once the word reliable comes into play, you can forget about Prime Time Shuttle! I schedule three reservations as a trial run. The AM departure shuttle was over 1 hour late. The only reason I was not fuming was that the flights had been delayed due to weather.
The PM returns were just as bad if not worse. The driver didn’t show for 30 minutes and then once the shuttle did arrive, it was for another party who wasn’t due to arrive for an hour. The driver was unable to find any record of the reservations but thankfully took my people home.
Don’t bother. Just my opinion.