PrimeTime Shuttle

Worst company and the most horrible experience ever! If you want to miss your flight use Prime Time!

I wish I could give it 0 stars. My shuttle never came, customer service kept hanging up on me when I called for a refund, and even their live chat agent was useless.
Because of this company, I missed my international flight, and Primetime refused to give me a refund even though the driver never came.
Stay as far away as you can from this company.

Sadly zero stars is not an option. I booked a reservation for an early am flight a couple hours ago. The company JUST NOW called me at 12:05AM (2 hours before my scheduled and paid for pick up) that they have no availability. Well, then why does the website allow me to book a reservation? And why wait two hours to call me. What if I had been asleep? I have used the service in the past with no issues. Never again. Thank you Prime Time for leaving me in a bad spot after midnight to find a ride to LAX. This military family won’t recommend you to anyone.

I have used it multiple times! Always have to wait a minimum of 30 minutes at the airport. Today I have been waiting for 1 hour and keep being told that it will be here in 15 minutes! Only reason anyone should use this service is b cause it’s cheap!

Had the single most horrible shuttle experience of my
life with these guys. Avoid like the plague!

This piece of cr@p is getting worse and worse. From long wait at the airport, to misleading van numbers and offer no apologize for waiting at the curb side for an hour.
Told us the initial van number, and shift changes. Then the new guy found out the van had left airport. Resulted waiting at the airport for more than hour.
Then when the driver went to pick up the last passenger. They over load the van, and one customer had to sit in the van floor!!! Was that even legal?
Time has changed, time to go über and other charter services.

NEVER, EVER USE THIS COMPANY!
If there was a lower rating I’d choose it! We have been using this company for more than 3 years and if I had my way we would have stopped after our first trip. They consistently changed reservations without customer approval (i.e.- we were flying out of LAX, live 1 hour plus away and had to check in our dog to cargo so our reservation reflected that time needed. Plus, I suffer severe flight anxiety and the extra time helps me prepare. However, they felt the time was excessive so they pushed it back by and hour and a half and never told us!) That was a terrible experience but last night threw it over the top. Our Delta flight arrived a half an hour late so our 10pm pickup should have been altered to about 10:30pm. At 11:45pm we were told that there were no shuttles available and we would be refunded our payment. That’s it. Stranded. No attempt to help us find a way home, pick up our pup at Delta cargo, which was also part of our reservation. The ‘attendant’, if she deserves that title, simply said ‘there weren’t any shuttles and your money is being refunded’ when we stated about already paying for a set reservation she states you didn’t pay me you paid the company and left. Just left! Now it’s 12am. We have 6 huge bags, 3 passengers, and a pup still waiting at Delta Cargo, and NO WAY HOME! We call the reservation manager, Ken, that the attendant so helpfully gave us the number to and were told that they overbooked and the only option they had was to refund our money and there was nothing they can do. Period. End of story. Are you kidding me?
NEVER, EVER USE THIS COMPANY! Horrible transit, horrible customer service, horrible, horrible, horrible!

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!

The driver was a total jerk: first, he tried to charge us extra for an animal (11lb dog) when it says pets are free on the website… We convinced him he couldn’t charge us because if anything the animal is a service dog. Then he argued with two other customers about not having a reservation when they had a paper receipt… After that we drive to the next terminal to pick up another customer with a cat… He tries to get her to pay him $ 10 cash for the pet (again website says pets are free) and when confronted said «they paid» (in reference to us) which was a blatant and obvious lie, then he threatened to call the cops… At this point everyone (8 people) figured it was best to cut our losses and just get out.
The only good part is that a supervisor had been notified and that we could either wait for another van or that they would refund any other transportation service…
Van #994

I can safely say I won’t use this service again. I was in a rush to book something, so I went with prime time without looking at reviews. We spent over half an hour just in the airport. We had 8 out of 9 seats filled, and the driver went around again to pick up the 9^th.
A 30 minute drive ended up taking about 2hrs. I was fully expecting it would take 1 hour, maybe an hour and a half at absolute worst, but 2 hours was a little excessive.
It comes down to the fact that Über would have been about the same price, faster, and better. Lesson learned and I won’t be coming back.

STAY AWAY. Cheaper is not better in this case. I don’t understand how they’re still in business given their poor reviews, poor customer service, and poor ethics.
We waited for an hour before we found out that our driver decided to simply cancel our reservation and pick up someone else because he didn’t want to drive as far.
All of their drivers are middle eastern immigrants and don’t speak a lick of English, in addition to being lazy. We were told most of their drivers called in sick today (New Years eve) so they ran out of shuttles for the night. The man at the terminal just sat down on a bench and said we were out of luck. When we called customer service to get our money back, we told them they needed to run a better business. The man on the phone apathetically said, «I know, we really do. Try Super Shuttle».

This company sets an entirely new standard for incompetence!!! They tell you they’ll pick you up when you arrive at the airport but they DON’T tell you that you have to go find them??? WTF? So after waiting a half hour I was finally (not an easy task) able to get hold of someone in their office. After a while of trying to get some information I was finally told that I had to go to another terminal to find the shuttle stop!??
So now that I’ve found (maybe) the correct place the rude kid working here tells me it happens all the time! Prime Time shuttle won’t tell their customers that we have to hunt them down.
So here I sit an hour after my pickup time still waiting for a mystery shuttle to show up. Pray for me folks. And next time you’re at LAX if you see me still waiting drop a couple bucks on my near dead body, I’m not sure I’ll ever escape this hell.
Bottom line: NEVER AGAIN Prime time shuttle. And rest assured by next week all my friends and family will never use your services again!!!

Just waited over an hour for a prepaid reservation from LAX. The concierges don’t give you accurate wait times and are incredibly dismissive.
Prime time used to be my go-​to shuttle service, but over the years it’s gotten shittier, doubled in price, and I’m frequently white-​knuckled in the van. Yes, LAX transportation is awful all around. That doesn’t excuse a company from lying about a service like reservations, rudeness, and terrifying driving.
Oh, and, the seatbelt in this van don’t work. The worst!

I used to like this shuttle service to LAX. They are always on time to pick you up from a location to get you to the airport. Getting from the airport home is a big problem!
I usually wait about 20 – 30 minutes for a pick up, but tonight, it’s been over 90 minutes! This is unacceptable! I’m standing beside Super Shuttle and their passengers aren’t waiting more than 30 minutes. This is ridiculous!
When the driver did arrive, he was dressed like he was going to a club right after work and the music playing was too loud and HORRIBLE! Not very appropriate with passengers! It felt like he was treating the van like is own personal car! The van smelled of stale cocoa butter, too. Nasty! Prime Time, you need to screen your drivers better!
I will not be using this service again! I’ll switch back to Super Shuttle or explore other, higher-​rated options.

If you are traveling to or from LAX, avoid this shuttle. Not organized and the curbside representatives have a terrible, «I don’t care» attitude. If you don’t want to deal with customers then don’t work in customer service. Very combative and act like you are putting them out when pressed about doing the job I assume they were hired to do. With so many options for transportation this service would rank last among all of the options I have used before. It’s a great price, but like the saying goes, if it’s too good to be true? I would never recommend nor would I ever use this shuttle service again. I’d rather walk.
I had a reservation and waited an hour and 11 min for my shuttle to arrive. When I got in the van the driver was more interested in the laker game that was playing, extremely loud, than he was with driving. He took the most abstract route to get to Hollywood, maneuvering through many housing developments and didn’t even take main streets.

I took their shuttle from LAX to Hollywood for about $ 30.
The van had a very bad smell and was extremely uncomfortable (old, bumpy, squeaky and noisy). The driver had difficulty operating the GPS system. He also wasted a lot of time literally copying addresses from his tablet device to his GPS device, which could have been very easily avoided with better technology. The route that was chosen (the order of drop offs) did not make a lot of sense and was definitely not the shortest route (again, easily solved with a number of available technologies). In the end, from the time I reached their station in LAX to the time I reached my home in Hollywood, almost two hours have passed. It makes no sense to use a shuttle service when it’s slower then taking a bus and the subway, or other public transportation combination, especially when it costs 6 – 10 times as much, and the ride is so uncomfortable and frustrating.
I’ve emailed them my complaint, which was completely ignored.

I’ve used them about a dozen times to and from UCI/​LAX.
Pros: they’re cheap. Even cheaper if you manage to find some promotion (like the one through UCI). Heading to LAX, they pick up on time.
Cons: pick up at airport is a gamble. I always had a reservation and was on time for the scheduled pick up. On some days I waited 30 min, but it was generally longer. Today, as I stand writing this review, I’ve been waiting over an hour. Every 15 min, the guy at the sign says I’ll be on a shuttle in 15 min. Given that UCI is a relatively popular destination, I imagine it may be worse for others traveling home outside LA. If you don’t have an hour+ to spare for waiting for a shuttle you prepaid for, don’t risk it.
Edit: we’ve been riding around for another 40 min, still in LAX. Driver is hunting for potential riders, stopping at every prime shuttle stop even though there’s seven passengers already in board. Before leaving lax, he kicked one of the passengers off because he suddenly realized her destination wasn’t in his route. This woman had waited as long as I had.

Total fecal show. You reserve a van but it makes no difference, you’re waiting. The guy at the taxi stand was ambivalent at first then by the time I kept asking he started to appear to give the requisite minimum number of shits. Problem was he’s just the guy who checks people in, so he can’t affect anything. Somewhere there’s a dispatcher who does everything. And said dispatcher sucks at his job.
I called the phone number and was told that it’s in the terms on the website that the wait will be 15 – 45 minutes after check in. That’s nowhere on the email confirmation so how convenient. Then the phone rep got snarky with me, because that helps a lot.
So then we waited. Finally got a van number. Then the van number changed, and another empty van came and picked up a group that was after us with a later time. Our original van passed by too. Waited another 20 mins until finally the van showed up.
All in all pickup was 1.5 hours later. The driver was at least a nice guy, accommodating and apologetic. Wasn’t his fault.
Overall poorly planned, managed, and executed. Next time I might walk home, it’s probably faster.

Well, Prime Time has said they’d look into my request for money back guarantee, but apparently that’s simply a trick. I haven’t seen a penny back, and frankly don’t expect I ever will.
I imagine they’ll be out of business soon given the remarkably horrid service and legions of unsatisfied customers.

DO NOT DO IT. STAY AS FAR AWAY AS POSSIBLE. Never ever use this service. Horribly unprofessional. Dangerous drivers who use their phones the entire time with no ear pieces for calling.
After being 45 minutes late he showed up. Had to pull over to the side of the road several times to pick up other calls of people he was even later for. I cannot believe these people are still in business.
There is a reason they are cheap! Don’t fall into their ploy! They are slimy and rude and they BETTER refund our money. Which we’ve asked for many times. I have all of his numbers of ID.