NEVER USE THIS COMPANY. My 87 year old husband booked a prepaid sedan service for a 1 AM pickup at LAX. The driver did not show. Everyone of the companies contact numbers has a recorded response that at this time no one was available. I left many messages but had to drive to LAX at. 2 AM to get him. The company's service is unreliable and their customer service does not exist. A one-story rating is far too high. read more

Empty words I have received a few apologetic emails from the owner and excuses for many things that have happened to prevent me from getting a refund. While I have immediately responded to each of the messages asking to provide the reservation number again or any other information, I still have not seen any action. It has been nearly a month and there has been nothing concrete to show for trying to make up for bad service, only words. read more

Do not use this shuttle service whatever you do. I scheduled my shuttle for 7:15 am and then I got a message at 4:45 am that the time switched to 7:00 am so I was outside ready at 7. 20 minutes passed and no shuttle so I called and double checked to make sure everything was okay and they gave me an ETA of 10 min. So I continued to wait outside. Then at 7:45 still no driver. I then get a call from the driver that they will be there in 10 min. I called the dispatch to see what had happened and they then gave me a different eta. Driver did not show up until 8 am. I was sitting outside for an hour and no one apologized or even was a little bit sympathetic or offer any kind of refund. I can see why the prices are so cheap. If you want to miss your flight book with this company read more

Was hesitant to trust this, or any, shuttle company as many Yelp reviews spoke of late or no pickup, but PrimeTime Shuttle (the contractor for this specific pickup) was on time, convenient and affordable. The website and process to book was simple, even changing pickup address the night before. I will definitely use these guys again. read more

Ridiculous customer service. They are vague and they make you wait before they assign a driver to you. Never again

The car to the airport on April 3rd was fine [I paid the round trip and] I received a text that the driver was on the premises at 3:30PM via text and when I called the number, there was a dispatcher who did not know what I was talking about. She said my car was canceled. Buyer beware! read more

don't believe this company, they will screw up your whole trip. Here is my story: made a reservation of shuttle from diamond bar to lax, Dec 22, 6:15AM. A man named Tom call me at 2:30AM, 2:30AM!!! This son of bitch said that they were over booked and No car can pick me up unless I upgrade the order (means actually they still have car avialible). This guy called Tom even didn't feel any upset, just simply apologize for the whole damm thing and didn't offer any other choice. That is 3 hours and 45 mins before the time of reservation, and it's 2:30 AM at the morning!!! Basically you have No option. This is really really ridiculous, irresponsible and cheeky. I will never use their service anymore, and I will tell everyone the story, file a complaint with All departments. Do everthing I can do to aviod the others from been hurt by this forthputting company. read more

Awful. Don't do it... Avoid at all costs unless you have unlimited time on your hands. I live about 12 miles away from the airport (in Hollywood) and It took more than 2 hours to get home from the time I checked in with the curbside attendant. 35 minutes waiting for the van to show up. 30 minutes as it took a 2nd circuit of the airport, then another hour as 6 people were dropped off ahead of me - with stops first in Culver City to Beverly Hills before Hollywood... and I wasn't the last passenger. Feels like the most expensive $20 you've ever spent. read more

TLDR: DO NOT BOOK THROUGH THIS SERVICE. Worst customer service experience ever. The driver was rude, and extremely disrespectful. His condescending words and attitude left me speechless. No one should ever be spoken to that way, and be put in the position where he/she does not feel safe. To read the full story, see below for the complaint email I sent to the company: I flew in with Southwest airlines and called him when I was ready to be picked up. He asked me to wait in Departure level and at where the ride share s ervices would usually park. I did as he said, and walked over to the location. He called me after 10min asking where I was, because he was mistaken that I flew with United so was waiting for me at Terminal 7. Over the phone, he was upset that I wasn't at Terminal 7, and asked me sarcastically "Why didn't you call me? What were you standing there waiting for then?" I was speechless because I simply assumed the driver will check the S2L App which shows that I flew with Southwest so would be waiting at Terminal 1. That was just the beginning, I haven't even met the driver yet. Afterwards, he arrived at Terminal 1 to pick me up. I had an oversized luggage, and to my own mistake, I did not know there would be an extra charge for oversized luggage. He explained to me that it would be an extra $10, which I said I was fine with. He asked me to pay the $10 upfront in cash right away. I did not have cash with me at the time, so I asked if the company can charge me separately. But he insisted to be paid $10 cash upfront. As a customer, this seems very skeptical, because according to the "Terms and Policy" posted online, it mentioned "There is an additional $10 charge per box." but whether it had to be paid directly to the driver in cash was never made clear. I was willing to pay $10, however just did not carry any cash. This made the driver angry and upset at me and ultimately I had to convince him to drive me to an ATM near the drop-off location so I can give him cash. As a customer who was willing to cooperate and pay the fee, it was very frustrating how the driver was still speaking to me with a rude attitude. I would suggest making the policy clearer online, or creating a system where the customer can be charged afterwards. As we got closer to the drop-off location, the driver took me to a CVS to get cash-back. I was trying to get cash through the ATM, but realized I did not have my debit card with me. I genuinely understand that it was taking extra time and it can be frustrating for the driver. So I also apologized multiple times for causing such inconveniences. When I got back to the car, I told the driver I realized my debit card was not with me, and that right when he drop me off at my location (home), I will check if I have cash at home. He became very mad and angry again, saying that I was "driving him crazy" and "not fulfilling my promise to pay cash upfront". I asked if I can pay him through the tip system on S2L App, since I realized I can do a "custom tip" and put in $10. He continued to be condescending and said "I've been doing this for 4 years, and you've probably been using the App for only 4 months. You think you know more than I do?" I was shocked by how rude and unprofessional he was. As a customer, I was simply trying to resolve the situation and find other ways I can get $10 directly to the driver. I continued to ask if there was any other way I can get him $10, then he became quiet and said "When I'm mad, I don't like to speak. Because if I speak, something bad happens". This put me in a position where I felt like I was not safe, especially since I was the only passenger in the car. When a driver says that, a customer can only assume the worst. His hostile and condescending words and attitude towards me left me speechless. So I sat quietly in the car, afraid that anything I said would make him even more upset. When he finally dropped me off at my location, I was able to find cash at home and handed over $10 to him. The entire ride with this driver has been the worst customer service I have ever ever experienced in my entire life. As a customer, I should never be put in a situation where I fear for my own life and not feel safe. His extremely poor attitude and condescending words is simply unacceptable. No one should be spoken to that way, ESPECIALLY through a ride share service. I hope this long, elaborate email provides valid feedback on this driver and his extremely poor customer service, and I hope that no other customer will ever have to experience the same. read more

Where do I start? I booked a private car round trip from my home in Orange County to LAX and back a week later. The ride to LAX was on time and pleasant. The ride home from LAX was another story. Scheduled the ride for 11:45 PM last night. Followed instructions, downloading the app before leaving for the trip, and checking in to let the driver know we were ready. Called customer service about 10 minutes early, spoke to Mark, worried that we might be charged a "no-show", due to having to file a lost bag report. Ended up being ok, customer service gave me the name and cell phone of the driver. Thank goodness they did that! Customer service said that the driver was on his way at 11:38 PM. At 11:44 PM, my husband called Ivan the driver who said he was on his way and would be there in a few minutes. At 12:12 AM, my husband called Ivan and had to leave a voicemail. Frustrated and tired from a long day of travel, I called customer service again at 12:14 AM. Mark said he would call Ivan himself and give me an estimated ETA. Mark called back right away, said he called a supervisor too, and that the driver Ivan was 15 minutes away. At 12:21 AM, I called customer service again asking to have another driver assigned to pick us up sooner than 15 minutes because we had already waited 35 minutes. She said I could not do that and that the driver would be there "any minute now". At 12:28 AM, Ivan texted my husband, saying "I am going to El Segundo first to drop off my 11:15 PM ride. It is only 3 miles away. My mapping system shows it will be about 15 to 18 minutes for me to back to pick you up. Rest assured I will be taking you home as soon as possible." Ivan arrived at 1:10 AM, almost 90 minutes past the pick up time. It took less than 30 minutes to take us home. Have used this service before a few years back, without a prob. Looking back, I only used them for the ride TO LAX. Won't EVER use them again, and tell everyone I know NOT TO USE this service! read more

I've been waiting here for more than an hour and there are no vans, my reservation was at 4:50 it's 5:50 and the girl who just left waited more than me and she decided to pay another company instead of waiting more. DO NOT BOOK with them or you'll regret it the rest of your trip. I just asked and he told me is going to take at least half an hour more... read more

Torn on how to rate. I booked the shuttle with a pick up time of 12:40, estimated drop off around 3. Fine. . My flight departs at 5:30. I received email the night before stating pick up time changed to 1pm. Still works for me. Until I got dropped off at 2pm!! A tad earlier than expected. I also prepaid my gratuity, only to have the driver sarcastically argue that I wasnt giving him anything. I started telling him that I prepaid it. . and he indicated he wasn't sure but he'll pray for me and tried to bless me. Ugh! ! If I ever need to use them or anyone else I definitely won't prepay the gratuity. Playing dumb for more money doesn't work for me. read more

I have no issues being picked up, driver courteous. My plane was 35 minutes late and my ride back was not there. tried calling the number on the text, no answer. Opened there web page tired chatting but chatting was not live chatting.In any case I was stranded and paid twice as much to get back to my residence. You can use them to pick you to airport but never never use them to pick you from airport. read more

My reservation 176656. I called requesting a refund and I was told it was my choice to have such horrible service

Well nice of the guy who owns the business to respond but totally bogus in that I never was refunded the money sadly.

I had an excellent experience with my round-trip to/from LAX. On the way to LAX, the driver was about 15-20 minutes later than I requested, but we only had to pick up one family, so I was there in plenty of time. When I got back to LAX, the employee waited for a while to see if anyone else was going to my area. Either nobody was or they were short on vans, so the company actually paid for a Town Car just for me!! Outstanding service for a $20 shuttle. I'll continue to use them. read more

I wish I had seen these reviews before I booked my ride... It seems that their crappy, undependable service is not uncommon. Shuttle2LAX marooned me at LAX after a 20 hour flight from Asia.... I was right on time for my reservation and waited an hour before they told me that no shuttles were available. I ended up having to take a taxi to Orange County for $85. The most frustrating part was that the watched at least half a dozen Super Shuttle vans drive by with signs indicating they were going to Orange County. It then took a month to get a refund for the prepaid ride that I never received. Finally when I disputed the transaction on my credit card they refunded my payment and said that they don't guarantee ride times; which apparently means that they will get you a ride eventually, but it might take all day of standing in the terminal. read more

The booking process was very convenient & the price was very attractive. However the service was pathetic ! I waited almost 2 hours in the shuttle before we started from the airport. The other passengers were late and the driver couldn't leave as the company policy says a 2 hour waiting for late passengers. Will never take this shuttle again. read more

I rarely write reviews, but felt compelled to after the extremely frustrating experience of being left stranded at LAX after a long flight from NYC. After reading the previous reviews, I realize that my experience is frighteningly similar to those below. After checking in on the App, and calling to confirm, I waited over an hour. I then called what passes for Customer Service two more times to find out the status of the driver and was assured the driver was on his/her way. After nearly 1 1/2 hours, I finally received a call back from the Representative claiming that the first driver had broken down and/or was stuck in traffic on the freeway. The same thing apparently happened to the second driver, so they told me that they were cancelling my reservation, refunding my money and I would have to find my own way home. Thankfully, I was able to get an Uber within 5 minutes. However, when I called today to follow up regarding my refund, no one seemed to know what I was talking about. I got the run around and was told they were investigating the matter and it would take 7-9 business days to resolve!? After speaking to someone who was supposed to be a supervisor (Francis), he assured me that my refund would be processed and that he would call me back to confirm. Three hours later, I called again and was told that Francis wasn't available, but that my refund was being processed and would take 3-5 business days. Almost immediately after I hung up, I received an email and a text notifying me that my reservation--from 4 days ago--was being cancelled and a refund processed. Keep in mind, I was never notified of this so-called cancellation on the day of the scheduled pick up. Obviously, nothing had been done to resolve this matter until my second phone call. Not only are the people at this company unprofessional, they are completely untruthful. I will never use this service again and will recommend that my friends don't either. read more

Horrible experience with this company at LAX. I was staying at the Hyatt LAX and put the pickup location as that address. They sent a confirmation to me the morning of my pickup stating the exact pickup address. However, 15 minutes after the pickup time I call and am told I have to go to the airport terminal! The service itself is acceptable but clearly they have very poor communication skills!! read more

Will never use again. For a 7.30pm domestic flight my driver turned up early at 3pm. He called whilst ten mins away,giving me only ten mins to get everything ready. It was Christmas Eve, and after eavesdropping on the conversation the driver had with his wife it was obvious I got picked up so ridiculously early so he could go and have his supper (macaroni). I was 4 hours early for my flight which was a massive pain in the ass. read more

The shuttle never showed up. I called the 800 # and the lady said that the driver waited for 15 minutes. That is a lie because we waited for 40 min in front of our building. NO SHUTTLE. She also said that the driver couldn't call the passenger because it was an international #. That is silly. What legit business is not able to call internationals.... especially a company that runs on TRAVELERS??? That best she could do is that she'll submit this case to the manager for possible refund. That will never fly because their system said that the shuttle waited for 15 minutes. She had the audacity to say we should just find another mode of transportation. Couldn't she look to see what other shuttles were in the area?! DON"T BOOK USING this company unless you have money to give away. read more

DO NOT Book here or if you do book 2+ hrs in advance. Not only LATE over an hour but ALL their customer service people are Rude and dont listen. I was calm and nice but they kept cutting me off and yelling. I am so furious. When the driver was late i had no way of calling them i was on hold for 45 min. So rude and they cost me another $150 because i have to park at airport for 2 weeks! NEVER AGAIN! read more

1 star only because I have to show something. Here I am at LAX waiting over 45 minutes now and the curbside coordinator has no idea if or when they will have a van for me. The guy at the curb tells me all I can do is call customer service, but their recordings says all their agents are unavailable and tho call back later. The curbside agent says he thinks you have to have waited an hour before they will refund your prepaid reservation money back to your card. Yet, the guy stands there and solicits business from every person that walks by and in my case, the walk up people got a van long before I did. Just overall HORRIBLE customer service. Dont make a reservation. If you have to use them, walk up and see if they have a van coming soon to go to your area. read more

This company is awful, both in customer service as well as in regards to upholding their reservations. My wife and I were stranded at LAX until we had to find our own ride home after midnight last night- even after updating throughout the day that our flight would be a bit delayed we were assured that the "Primetime" subcontracted company would be waiting for us until up to 11:30. We were there by 10:30 and then had to wait until 11:30 before the gal doing to coordination at the airport told us very rudely that there was no transportation available. read more

Sadly this company have been given the opportunity to make things right and they didn't. Hence the poor review, their service took over double the time to arrive to my destination. A majority of the passengers on the shuttle were on a fixed fare which was 80% less than I paid online. I was later informed via email that this was due to a 'sister' company they also used for LAX fares/rides. This was NOT detailed when I made the original booking. Long and short of my curt review is, generic response to my complaints for the first 2 weeks, destination arrival was so late (due to the several on board 'sister' companies passengers. Would never use this company again. All it would have taken was a polite email reply to complaint a partial refund and some kind reassuring words . None of which were received. read more

This was the absolute WORST service I've ever booked. My daughter (first time flier) waited over an hour for the shuttle to arrive and then was driven around the airport for almost another hour picking up other passengers. Her shuttle was scheduled to pick her up at 11am. We live 30 minutes from the airport. She wasn't dropped off until 2:30. The driver would not answer her questions with regard to ETA. I attempted to call the company and got a busy signal for 15 minutes. I finally gave in and chatted with a customer service rep. Her answer? We don't guarantee pick up times. What was that? You expect me to pay you but I should not expect you to pick me up at the time you say you will? That sounds like breach of contract to me. I've flown plenty of times and used different shuttle service and NEVER waited even half the time she waited. Hell, the city buses are more reliable than this joke of a company. I was told a supervisor would email me regarding my complaint. I better not hold my breath because it's been 3 days. DO NOT, I REPEAT, DO NOT BOOK WITH THIS COMPANY. YOU GET WHAT YOU PAY FOR. I was FORCED to put a star on the rating or my review wouldn't post. But this place deserves negatives stars. read more

Shuttle2LAX - Traffic? Even in LA the traffic is not heavy on a Friday mid-morning. Nice try. - Airport Shuttles Near Me - Los Angeles, California

They booked me on Prime Time Shuttle (same company, I think) for a 10:45 pm pickup. Got to the pickup location at 10:30. 11:20 and I am still sitting here. My ride "might" be here in 10 minutes. No one will answer the phone. DO NOT USE THEM! read more

Worst, they stole my money. didnt show up and make false claims that we called you. Horrible

Worst service ever.......I had an 8:30 pick up, customer service called me at 5:11pm to let me know it's now going to be 8pm pick up. They then called me at 6:38pm to let me know that they're driver broke down and could not find a replacement to pick me up and I would need to find my own way to L.A.X. thanks shuttle2lax guess who I'm never using again! read more

Let me start off by saying that the shuttle arrived on time and got me to the airport at the estimated time. I originally planned for the shuttle to be at my house at 8:10am. I read earlier review regarding change of times so I was weary of that. The day after I booked it, the shuttle was delayed to 8:30. The day before my ride it was delayed to 8:40. I marked a way earlier departure time on the website to plan for any delays, so it was okay. The driver showed up 5 minutes early anyway. The shuttle was just your average shuttle but it was very clean. There were two people in when I got on and we picked up one other person. The seats did not decline and don't expect to be able to nap. The ride was CRAZY. The driver drove way too fast for a van, cut in and out through lanes, drove in between two lanes, swerved around slow drivers, went up onto curbs, and honked at anyone and everything. But hey, we got to the airport as planned. I can't say anything about getting picked up AT LAX, but I would recommend this service to anyone needing a ride TO LAX. It was $22 for a shared ride and you can't really beat that. read more

It is terrible! I made reservation last night from Santa Ana train station to LAX at 9am. They sent confirmation and reminder. However, at 8.46am, they called me and told me that the driver was involved in an accident and that there was no emergency driver available so sorry, you get your refund. That's it! I was left hanging frantically getting alternate ride to get up there. I will never use them again, ever. read more

Horrible service. If I could select zero stars, I would. In my opinion, this company is a scam, they will not pick you up nor refund your money and completely waste everyone's time. There was no quick contact for issues, even writing an e-mail directly to "Paul of Shuttle2LAX" or "Bobby of Prime Time Shuttle" showed no professional response from either company. My experience is simple: [1:15 PM] Received a call and told us they will arrived after 10 mins. [1:20 PM] We go to the curbside and waited for the shuttle, and after 30 mins, no one came. [1:50 PM] We call back the shuttle asking about the driver and the call center tells me the abysmal news that the driver just left, you have find your way to the airport. The call center re-tells me that the driver sat in front a house with a "sale sign", and no one is there. (This is quite unfortunate since there are no house around where I live for sale) We almost miss our flight, and the shuttle center explains to me they would not refund money because the driver already drove to the location - where was that? This is the worst experience ever!!!" read more

I used this service back in October. I booked them the night before my trip. I was sweating bullets after reading the less than positive reviews but I was in a pinch. I got an email confirmation I was booked. Then I got another confirmation in the morning telling me when to expect the driver. Then I got a final email about 30 minutes before he got here. And he arrived just over 5 minutes of the ETA I was told to expect. The driver wasn't the friendliest...no smile...no greeting. Took my bag and shoved it in the back. I was the last to be picked up so the back was pretty full. The shoving caused my bag to rip a little but it wasn't a critical portion of the bag. I was kind of annoyed because I just bought this suitcase. The driver didn't get in the carpool lane right away and with the morning commuter traffic, we had some hard braking along the way. When I flew back in, I went out and walked to the nearest PrimeTime depot which was pretty much the beginning of the next terminal. That sucked. The lady who I checked in with was again, not the friendliest or very forthcoming about when I could expect a van. This was a change considering how much information I got when I left. There were two that passed me before I finally got in one. I asked the lady why I couldn't get on the others and was told they weren't going my way. I knew the second van was going towards Orange County. Even though my place was on the way, I accepted it. Then the van I did get on had 4 passengers. Two were going to Huntington Beach. What the heck? Although I received inconsistent service which should rate this 2 stars at best, I have to consider that my departure and arrival times were during rush hour traffic on the 405. With what I would have paid in parking and the time of just me driving, I have to say this deal is worth it to me. I only question the need to tip when the first guy ripped my bag. read more

DO NOT do business with this company! The pick up was fine and on time, however, I needed to cancel the return pick up and after following their cancellation policy requirements, sending the cancellation in more than the time required, they still HAVE NOT refunded my fee! My emails are not responded to. SHADY!! Use another company - book with PrimeTime directly and spare yourself the aggravation!! read more

The way to the airport was fantastic. The way home was another story. I've been waiting 45 minutes and have seen about 10 shuttles come and go. I keep getting told 'just 10 more minutes.' If you book a shuttle for 8:20, you expect it be here at 8:20. I wish I hadn't pretipped when I booked. After 12 hours of travel, you just want to go home. read more

This service sucks. I have to wait for 1 hour or my schedule time and than after spent 30 min to get other pessengers .. by the time 8 reached home, it was 2 and half hours. . more than my flight time. . Above all person at terminal was extremely rude, when I ask for status. read more

The worst service I have seen. Zero stars Agent at LAX had no clue when van would arrive , called customer service no answer. Live chat can't do a thing. Made a reservation and was charged. But never got a ride. Had to take Super Shuttle, after waiting 2 hours after res. with NO communication at all. I understand there's traffic etc. but don't take a reservation you can't fill. When I finally got a live person on the line the next day, i was told, they don't guarantee a pick up time. So I guess you can just wait after a long day of travel indefinitely. The last time I used this service I was charged 4 times for one ride on my card after I was forced by the driver to pay cash when he told me my card wasn't good. Do not use. Ever. Can't believe they can stay in business, but I guess if you can charge people and not do anything, it's profitable read more

I wish I could give 0 stars for this company. I am kicking myself for not checking them out on yelp first because when i went to write a review I can see that this company should in no way be in business and others agree too. I have used many shuttles from the airport before and I have never had this type of situation to this extreme. Their communication, their timeliness, their helpline, their knowledge is embarrassing. They have no customer service skills. And they are pretty much useless when it comes to calling the main number. We called 5 times over a period of 2 1/2 hours trying to find the person being dropped off and waited an average time of 15 minutes on hold for each call. And we still never got our problem solved. I am am super disappointed. read more

Worst company ever!! I've you were able to rate a negative, that's exactly what this company deserves to get. First off, we book a van and an suv showed up and all the bags didn't fit. Luckily I had 2 children so we had to carry one of them. On top of that our driver nearly caused 2 accidents. Swerving in and out of lanes and cut off a big rig. Either the driver was intoxicated or sleep deprived. I called and was on hold for over 10 min so I sent an email describing what happened to get a mediocre response. Returning driver never showed up. Called to find out ETA, 19 min on hold and no one showed. Had to get a last minute driver to take us back home. Please don't waste time or money in pathetic company such as this. I've never witnessed such a crapy company. read more