primetimeshuttle.com Reviews
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1.9 / 5
Average user rating
97
Total reviews
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primetimeshuttle.com Reviews
Read real experiences from customers of primetimeshuttle.com.
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Michael Oberg
March 30, 2026
This was the single worst experience I…
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
Michelle
January 15, 2026
Committing TrustPilot FRAUD + miserable experience both ways
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luggage, AND get to LAX-it (even tho the website says you don't have to go to LAX-it, apparently their info is wrong or outdated, bcs you DO have to make it to LAX-it).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.
Craig
December 26, 2025
NEVER USE THIS SERVICE
NEVER USE THIS SERVICE. They canceled my ride 35 minutes before my 5:30 a.m. pick up because of “unforeseen circumstances.” Deleting the app!!!!!
Amy Ansari
December 3, 2025
!!!!!!!NOT RELIABLE!!!!!!!!
HORRIBLE CUSTOMER SERVICE!I booked them a week in advance for my trip and 1 minute after a driver accepted my ride request (reservation), they just called and casually mentioned that the guy ran into mechanical issues and they don't have any other drivers available. Apologizing over and over and saying they'll issue a refund! Like as if the apologies is gonna get me from my place to LAX! Without offering any other solutions!Who cancels less than an hour from the scheduled time?! Any entity will charge the customer a no show fee why shouldn't do the same when the entity offer a compensation for leaving the customer hanging high and dry!Rude and incompetent customer service employees!
James
August 23, 2025
Horrible
Horrible. Never again.
Haig Artan
August 18, 2025
Left Stranded at LAX with wife and luggage
Hi Haig A,First, I would like to sincerely apologize for the experience you and your wife encountered after such a long flight. We deeply value your loyalty and regret that we were not able to meet your expectations in this situation.To clarify our policy: for international arrivals, we allow a grace period of 1 hour and 30 minutes after the exact flight arrival time for the passenger to meet their driver. Based on the flight data for 08/15/2025, your aircraft arrived at 5:39 PM, and our driver remained on-site until 7:10 PM, which exceeded the waiting policy.I understand your frustration that after immigration and baggage claim the process took longer than anticipated, and despite your communication with the driver, you were unable to connect. Unfortunately, once the driver reached the maximum wait time, the ride could not be guaranteed.I truly regret the inconvenience this caused you, especially given your long history with us. While we are unable to process a full refund as the driver did wait beyond the allowable window,Once again, I apologize for the disappointment, and I hope you’ll allow us another chance to restore your confidence in our service.Best regards,On Sat, 16 Aug at 2:37 PM , Haig A wrote:Dear Execucar Service:I have been a long term customer of your company; I have used you for every airport trip that we have made mostly including LAX & BUR airports but also for airports out of the area if served by you. I am extremely disappointed that after an 11 Hour Flight to LAX from London on 08/15/2025, I was left stranded with my wife awaiting to be picked up. The driver, Janat Gul, sent me a text before our aircraft had pulled up to the gate. Our plane landed at 5:38 PM but the doors were opened and we left the plane at 6:00 PM; we proceeded immediately to go through Immigration and then to gather our luggage. At an international airport like LAX Tom Bradley Terminal, you know better than I that a customer will not be out 15 minutes following arrival. I kept the driver updated using Text but when we had our luggage and were on the way out of the terminal, he sent a final text saying 'Call Company' and that was it. I hired YOUR COMPANY to be there for me, not to leave me stranded; if the driver was to drop the responsibility, your representatives could've contacted me and arranged for a replacement driver - this was your choice of how to handle an arriving passenger. I now ask you to refund my Credit Card for the LAX - Home section of the charge paid. If you choose to; you may wish to explain to me why I should ever trust your company again. We ended up on a Transit Bus to an Uber Lot and hired Uber to drive us home. WOW, is all I can say! A Company's image is how the management decides to handle situations; I did NOTHING wrong in this scenario and YOU left me stranded. I wish this was the first time; in fact, this was the second - the prior time was at BUR airport a few years ago when no driver showed up at all and I ended up on a Taxi! Perhaps my loyalty to your company has not been the best choice. I expect to hear from you ASAP with a response. Haig A
Tanya Talbot
July 3, 2025
Service was not good
Service was not good. If you are from out of country and do not have a travel phone plan, the service is not good. This company depends heavily on its app. And, if you cannot access the app this does not make for a good experience. We did get an E-sim plan. When we arrived in LA I contacted customer service to advise of the new phone number and specifically told them to use this new number. Our first shuttle was good, other than being late; which we found out later that they had used my original phone number instead of the new one to advise that they were going to be late. I called customer service again and advised them to use the new number as my own phone number will not work in LA. Was told that the number had been changed. My main complaint is with the service back to LAX. When we got back to the cruise port we called to advise we were here and now waiting for the car. We were advised that the car was in a parking lot and that it would be there momentarily to get us. Keep in mind that the World Cruise port in Long Beach is huge and very busy. We waited for several minutes with no car showing up. Called customer service again to find out where the car was. After being on hold for several minutes, we were told the car was at a berth that we had no idea how to get to and the person on the phone was no help. Anyways, after another 10 minutes of walking around the port with all out luggage we finally found the car/driver. And, the first words out of the drivers mouth were “I was getting ready to cancel the ride” Not sorry we had difficulty finding him or anything like that, just that he was getting ready to cancel the service. I can tell you I was not impressed at all considering he was not where we told the customer service person we were waiting for him to begin with. He was at the complete other end of the shuttle/transport line that was approx 4 blocks away.So, now we are in the car 25 mins late and heading to the airport. Told the driver we needed International departures for Air Canada. Finally get to the airport and he drops us off at South Korean Air. We stated that we needed Air Canada. He says “Just ignore the signs they are never right” Not being from LA what do we know. We go inside to find out that the terminal we need is Terminal 6 and we are at Terminal 11. So now we have to walk with all our luggage approximately 10 mins (which we are already behind getting checked in) to find Air Canada. We were so mad!!Unless you have no other choice do not use this company. They don’t listen and the service is subpar for what you pay. We paid almost $200 for a return trip. A lot of money for bad service!
FC
July 3, 2025
Misleading “Private Van” Service – Same Old Vehicle Twice
I booked a round-trip Private Van with Prime Time Shuttle (Reservation #1263622) for my family, expecting a clean, reliable vehicle like those advertised on their site. We paid nearly $500 for this premium option.Instead, we were sent an old, worn-out Ford E350 with ripped seats (covered by tattered covers), a dirty interior, and a very bumpy ride. I contacted the company after the first leg, and a rep assured me that our return trip would have a different vehicle and driver.That promise was not kept — the exact same driver and van showed up for our return. I followed up again by email and received no response.While the driver was polite and punctual, the overall condition of the vehicle and the broken commitment were unacceptable — especially for the price. I will not be using Prime Time Shuttle again.
Matthew Evans
May 22, 2025
Late cancellation of my ride to take a…
Late cancellation of my ride to take a more expensive one.Never use.
Jill San Buenaventura-Torres
May 1, 2025
Charges additional cost
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.
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