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Prime Time Shuttle Complaint - Avoid Prime Time Shuttle At All Costs

Review by Just Say No to PrimeTime Shuttle on 2010-06-09
LONG BEACH AIRPORT, CALIFORNIA -- I WAS LEFT AT THE AIRPORT WITHOUT A RIDE HOME WITH A PREPAID RESERVATION FOR AN 8:20 PM PICK UP. AFTER WAITING TWO HOURS, AND AFTER SPEAKING WITH THREE AGENTS DURING THREE DIFFERENT CALLS, I WAS FINALLY TOLD AT 9:30 PM THAT PRIME TIME SHUTTLE COULDN’T HONOR THE RESERVATION, AND THAT A SHUTTLE WASN’T AVAILABLE TO PICK ME UP AT ALL.

I had a prepaid reservation with Prime Time Shuttle for an 8:20 PM pick up from Long Beach Airport to my home in West Hills. When the plane landed at 8 PM, I called the number on my confirmation page, and gave the Prime Time agent the reservation number. I was issued an 'invoice number' of 980, told that the shuttle would arrive at 8:50 PM, and was asked to wait for it 'across the street at the rental car area'. I asked if a shuttle might come sooner since my reservation was for 8:20 PM but I was told that the pick up time was not guaranteed and the new pick up time was 8:50 PM. I accepted that inconvenience, and walked across the street to the rental car area as instructed to wait for the 8:50 PM shuttle. At 8:50 PM, a shuttle arrived to pick up passengers going to Irvine. My reservation was for West Hills. I called the 800 number again, and explained that the shuttle had arrived for Irvine passengers, but not for West Hills. The agent said another shuttle was 10 miles away, and would arrive soon for pick up. Another shuttle arrived at 9:20 PM. The driver explained that he was not going to West Hills, and was taking passengers to downtown Long Beach. I called the 800 number again, and explained the situation. This time, at 9:30 PM, after waiting two hours and talking with three Prime Time Shuttle agents; and after seeing two Prime Time Shuttles arrive and leave, I was told that there wasn't a shuttle available to pick me up at all for the evening, and that the charges would be reversed from my credit card. I was absolutely dumbfounded. I couldn’t believe that Prime Time Shuttle thought their part in this transaction was fulfilled by telling me I would be reimbursed for the charges. First and foremost, I have never encountered a scenario where the service was not at all provided. But further, I have never experienced a situation where the service was not provided and where there was absolutely no attempt, whatsoever, to make the customer whole as a result of the blatant failure. I am appalled and outraged that I was left to coordinate alternative ground transportation, 50 miles from home, at an airport that doesn’t readily provide transportation to the San Fernando Valley where I live, without any assistance from the company that created the problem; that failed to provide the promised service. I am disgusted that Prime Time Shuttles website boasts of ‘being on time or [the customer] doesn’t have to pay’. They should also mention that they reserve the right to not show up at all! My advice to others is to avoid Prime Time Shuttle at all costs.
Comments:1 Replies - Latest reply on 2010-06-10
Posted by Corwin02 on 2010-06-10:
First of all 8:20PM till 9:30PM is not 2 hours but in regards to your complaint , wouldn't it be easier to just call a cab instead of using this iffy service ?

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