Shuttle2LAX

Another Update:
Sara’s Unilocal response is completely wrong. First of all she never responded to my e-​mail… My last e-​mail from her is January 5. In her Unilocal response she’s showing on their end that they got me there in plenty of time. How is getting me to my terminal 10 minutes before boarding acceptable and «plenty of time?» We are talking about Thanksgiving Eve at LAX… If I took a different ride to the airport I would have made it in plenty of time and I wouldn’t have been running and sweating to get to my gate. I will be sure to share this horrific experience to my coworkers and my family to ensure they never use this service. Sara and Shuttle2LAX had an opportunity to make it right and they failed. If they wanted to win my business back, they would have offered me some form of compensation to experience their apparent «on time record»

I needed a ride back to Orange County and my friend recommended Shuttle2LAX.
My original pick-​up time was 1:30, but my flight got in late around 2ish, went to the pick-​up area and they said they should not be a problem and when I was at the pick-​up/​waiting area by the terminal around 2:30 the attendant said it’d probably be about 30 – 45 minutes for a pick-​up. Which was fine, since my flight was delayed.
I didn’t get picked up ’til 4:20ish. Was the first to be picked-​up from the terminal area and was last to be dropped off. I didn’t get back to Orange County until close to 7 PM.
Close to 4 and a half hours later, I wish I had just paid a little extra to cab it or über it back to OC.

WOW oh WOW this company is a JOKE! I paid premium price for a private car and got 5 emails saying I will be picked up at 6:10 pm… driver from gosedan called at 6 to say he will be 45 minutes late. I tried to get ahold of ShuttletoLAX but just like everyone else says they don’t have a phone #. I didn’t want to miss my flight so I spoke with driver and cancelled my ride, my neighbor took me. At 6:55 I got a call from driver saying he was at my front door… WHAT A JOKE. Mind you this is suppose to be a private Lincoln MKZ.
Part two I called to verify my return ride from LAX… no problem we got you covered. WOW oh WOW what a real JOKE. When i landed I got a text saying «I’m your driver give me a call when you get outside» I called the number and guess what… no joke… it was answering service for Prime Shuttle. After 30 minutes of going round and round we had two drivers… one was a Pruis the other one was a stretch Chev Cadillac limo with a supper great driver. Happy ending to a long adventure. CALL UBER from now on.

The driver was 45 min late to pick me up which would have been barely enough time to get me to LAX. After I was in the car (a beat up Prius with the rear bumper semi-​unattached) the driver informs me there’s another stop to make. «No way!» I decided my only choice was to drive myself, but then spent five more minutes arguing (eventually screaming) with the driver to give me back my luggage. He pleaded, saying he’d be fired if I reported him. I had to promise not to report him in order to get my luggage back. Nightmare!!!
Thoughout all this, I texted Shuttle2LAX twice and called several times, but no one answers the phone, ever. They returned my call while I was on my flight but left no message. They got my $ 21 and get to post this review.

UPDATE: This is the response I get from Sara… Thanks for nothing and commenting back on something lame. I was more appalled at the driver’s behavior and all the BS about compensating me back? Crap load of BS.
«I see that you boarded your shuttle 40 minutes after your scheduled pick up time. We want you on your shuttle within 20 minutes of your pick up time and I apologize you waited 20 minutes longer, as I know this is frustrating after a long day of travel.
Our on time guarantee does not apply to the airport due to unforeseen delays that can arise around the LAX. Our shared ride service does take longer to reach your destination than a private car service, which is why our rates are much less costly.
If you are interested in faster service which provides direct transportation to your destination and eliminates picking up and dropping off other passengers, please check out our
service. I apologize again for the inconvenience.»
Yeah. Up sell? Yeah. RIGHT, don’t bother.

Never Again
Do not be taken in by this «bargain» shuttle. Far better to pay a little more and get the reliable service you need and deserve.
I paid in advance for shuttle rides with Shuttle2LAX. They evidently do not run their own vehicles, but «assigned» the job to Prime Time Shuttle. My airport pick up went well, but I noted that about ten other customers waiting for their van complained about the excessive delay. Another customer who complained had even contracted for a private car.
The return trip was a complete NIGHTMARE! I waited outside of my pick up location but the van did not come. I telephoned them and was put on indefinite hold. I had to cancel my flight and rebook for the next day. The driver called 40 minutes late with a story about the dispatcher or whatever…
Again I attempted to talk with a live person but was again on hold. I emailed them but have not had a response. Today I finally did talk with someone who told me that my reservation had been invalidated as «No Show» and that the «management» would have to consider it.
You get what you pay for. Oh wait! You may not get what you paid for with this outfit.

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.

This business is operated by the red Prime Time shuttles. Their estimated pick up time is «a fake time» as stated by the man at the Prime Time lollipop sign. It took 45 min to get picked up and another 30 min to leave LAX. All the while about 10 blue Super Shuttles stopped at the adjacent Super Shuttle stop, probably one every 3 minutes and picked up their passengers. Was unfortunately the last dropped off and it took a total of 3.5 hours from the time I exited to ground level and from the time I was dropped off at my destination. I will never use Prime Time/​Shuttle 2 LAX again.

I booked a shared van from LAX to SNA on Prime Time Shuttle and canceled when I saw all of the horrible reviews on Unilocal.I then booked with Shuttle2LAX for nearly half the price. When I got the confirm, I realized that they were the same company as Prime Time Shuttle! YIKES! I was really nervous, but at the end of the day, I am just going home, it’s not like I have a flight to catch. So I decided to keep my reservation for half the price and see for myself. I got to the terminal and the lollipop sign was not hard to find. I checked in with the guy and he said it would take 15 – 20 for the shuttle to get there. I had my dog with me and told him I would be back so I could walk my dog. I passed another lollipop sign on my way back from the pet relief area and saw a shuttle there. I bolted to that one and told them I already checked in at the other one and wondered if I could just go into that one. Unfortunately, I can’t because I already checked in at the other one. No big deal. I was just walking a little faster to make sure I don’t miss it. It was waiting there when I got back. It was approximately 15 mins since I checked in. So I didn’t wait long.
They also did not give me any trouble for having a dog. I was afraid they would make me put him in his carrier but he sat on my lap the whole time. The driver was friendly and courteous. There were approximately 8 seats in the shuttle, not including the front passenger seat, and there were 5 different parties including myself. When I booked the shuttle, it said my approximate pick up time was 1130am and drop off time was 110pm. I was picked up at 1115am and dropped off at 1pm. Not bad for approximate times.
I will say that maybe my experience would be different during rush hour. Nevertheless, I think I would try them again.

I sent an email response to «Paul» with the receipt of the cost of my über ride, and have not received an acknowledgment or a refund.
Is this even a legitimate business???

I took this to LAX in the morning, great experience, the driver was amazing and pleasant. Took the shuttle home from LAX. NOT SO GOOD.
Lets say the customer service sucked and don’t expect them to answer the phone. When I booked the shuttle the email didn’t give me ANY directions for airport pickup which is different than HOME pick up (they NEVER explained this, so I sat for One Hour at the airport because my flight was early and I couldn’t get anyone on the phone).
Once I was aware of the shuttle pick up location, the attendant was rude and non-​engaging let alone helpful.
My experience was trying and frustrating, the van was full, I just thanked God that I was the first one to be let off that craziness.
I will not be taking this service again.

Wow, should have read all the reviews before booking. Seems you get what you pay for, on in my case, nothing of what you pay for.
Booked to go to the airport, paid for, shuttle never shows up. Couldn’t get through to their customer service line. Stressed and ended up catching a taxi for 7 times the price.
Avoid these guys like the plague. They have yet to reply to any of my 3 emails asking what happened so I have reported it as fraud to my credit card company.

Don’t use Shuttle2Lax! The driver was in the next block and turned down the wrong street while I watched. I was standing outside. He called and I told him I could see him. He backed up for a whole block to get to me. When we got to the airport I asked him what address he was given and he told me (last two numbers) which was right, but then he said a different address.
When I went to chat, the agent named Rhonda was low key rude.
I have a copy of the chat if anyone wants to see.
On the plus side I got to the airport in time and the ride was safe but what is wrong with these confused people. Oh well it was cheap. Goodbye L.A.
Back to NY!

AVOID AVOID AVOID THIS «SERVICE»!!!
I use this company on a very regular basis since a job change earlier this year. Up to the last three times, my experience has been great. However, I’m now going to see what my other options are.
Starting a few weeks ago, dispatch for the drivers has been changing my pickup time every… single…trip. First time I was shifted to half an hour later and my driver picked me up 10 minutes after that. My guess. the fellow who was collected ahead of me made them wait (and I applaud him). No communication from anybody about this though, so I started looking for alternatives until the driver called saying he was outside.
Last time went relatively smooth though my pickup time was still pushed back.
This time though… this one really takes it. I made my reservation, got the usual 2 texts and 2 emails stating my pickup time was pushed back by 20 minutes. I adjusted my entire schedule to this new time. Then, while i’m still getting ready, my driver calls saying he’s «running ahead» and will be to my place in 5 minutes. I get this after getting out of the shower. He calls 2 minutes later saying he’s here. A full HALF HOUR EARLY. I told him to give me 10 minutes, and I’d be down. Next time… he waits until his dispatch time to pick me up. I got to say a very brief goodbye to my family who I won’t see for two weeks. NOT A HAPPY CUSTOMER.
Dispatch, get some continuity going between you and your drivers or expect to continue losing customers.
If there is a next time and this happens again, your driver will wait until *I* am ready. I will not rush around to accommodate him because he’s running early and doesn’t bother to communicate it until he’s basically on my doorstep. Un-​bloody-​believable.

**WARNING: STAY AWAY**
Seriously, you REALLY need to stay away from this «company.» I’ll try to keep it short. Review is for pickup from LAX to home. Scheduled an appointment time for LAX pickup, I was 5 minutes early, attendant said 10 – 15 minutes. 20 minutes go by and attendant says «it’s on its way.» Another 20 minutes go by and they say the same thing. Next thing I know, it’s an HOUR later. So. why did I make a reservation again? After the shuttle finally comes, we circle around until there are literally no seats left. I finally got home 3.5 hours later after I first checked in.
Okay, so you know what… these things happen. right? I mean… only the majority of Unilocalers say the same thing… although Business Owner Sara Hawk continues to reply on every review that only a «small percentage» has trouble. Right. So I before I go complaining like some douche on Unilocal,I send shuttle 2 lax an e-​mail first since they left it on the Unilocal page replying generic replies.
Funny, Sara Hawk says on Unilocal replies that «Waiting an hour is unnacceptable. I will see what caused the delay and compensate you.» Well guess what, when I e-​mailed that e-​mail, Jackie Franklin said:
«THE WAIT TIME FOR YOUR SHUTTLE can be 15 to 60 minutes OR MORE» They also added some generic excuses like traffic and busy nights, like they’ve never experienced that. Oh and get this, they wouldn’t refund my measly TWENTY DOLLARS. Basically all that fluff they reply to on bad reviews is just that – fluff. They don’t compensate or look into anything. Take these 1 star reviews seriously and don’t belief the owner’s/media manager’s reply. It’s all lies for show, just to try to cover up on Unilocal.
TL;DR: Over an hour wait, contradicts in e-​mail, lies on Unilocal,doesn’t compensate. If you DON’T have crappy experience you fall into the small percentage.

If you can afford to do anything else to get to and from LAX then do that! First I will say, this company’s price might be the lowest as long as you are staying somewhere more than 3 nights — cause otherwise the flyaway has low parking rates and takes you to LAX from their facilities.
This service will cost you $ 21 each way from most LA areas plus tip which the van reminds you via several signs, is not included.
The ride to LAX was ok save for the fact that the driver did not even remotely obey the speed limit and that was a little bothersome– did you know that speeding 15 or more miles per hour will only save you a few minutes per year but basically puts you at risk for death?
Anyways made it in a timely manner and the ride showed up at least somewhat close to the time they told me– for safety tell them your flight is leaving earlier than it is and you can feel secure and worst case call a lyft if they end up failing which I’m sure they do sometimes.
The ride home from LAX made me want to punch someone in the face. After taking 4 flights home and having made my plans prior to avoid any headache I am annoyed at how this went. Now my phone was dying and there was no outlet near where pickup was so if not for that I would’ve called sooner…
I was scheduled to be picked up at 10:15 pm and they require you to provide all of your terminal and flight info and tell you that you’re getting picked up and not that you actually have to go find them.
Half an hour later I gave up and explored the airport for a place to charge my phone enough to make a call. The person at the company was rude, gave unclear instructions and snidely called me «ma’am» which ps is not polite and no one likes.
Anyways he told me to go find the shuttle stop which would have been pretty easy to include in any of the multiple communications between myself and the company but it was not included. Another lady at the stop was screaming all of this info out loud demanding a refund, which I personally think i deserve as well after all of this.
The driver who finally arrived at the shuttle stop (which is not the same name as the service I ordered which is fine but again just be clear about your procedures) loaded us all in and luckily I was the first stop cause I’m sure the last stop had to wait another full hour.
The driver took off and then started fiddling with his GPS to get directions — and really, as a professional driver, take 30 seconds and do that beforehand instead of looking down from the road of your 10 seat Van. We have all just been on airplanes and survived so help get us home safely by observing basic safety practices.
Appalled. Annoyed. Get your shit together, guys. if you’re going to be negligent at least be kind and apologetic to your customers but don’t be rude and negligent. And don’t call me ma’am.

Unbelievable incompetence; very poor customer service. What a deplorable business.
I booked a ride with shuttle2lax nearly a month in advance. One of the benefits of the service, supposedly, was the given time of arrival at my destination.
When I arrived at the airport, I was told my shuttle was on time. However, my shuttle picked me up an *hour* late. Let that sink in for a minute. But what’s more: when I was finally picked up, we spent another 30 minutes circling the airport, watching our driver get out of the van and catch up with the porters. Absolutely no sense of urgency.
And even then, the driver paid no attention to our schedule and waved us off when we inquired about the delay.

I’ve used their Premium Service four times now and I’ve had very good service each time. Private car service for up to two people for $ 69-​$ 80, depending on where you’re heading. I’ve used them on domestic and international itineries (all to/​from LAX) and the driver has always shown up on time, even a bit earlier than expected (which is no problem for me).
Sometimes the cars are bit more run down on the outside, but it’s nothing more than cosmetic. Drivers have all been awesome, they know when you want to talk, and when you don’t.
When being picked up from LAX, it always takes a bit longer because it’s a busy airport. It is what it is.
Highly recommend the premium service if you don’t want to wait!

I called to confirm my arrival pick up prior to my Washington DC departure. The telephone agent told me to look for the man wearing the red shirt and hat at LAX to notify my shuttle that I am ready for pick up.
Upon arrival I looked for this red shirt and hat man and couldn’t see him anywhere. When I attempted to call the 800 # it took 57 minutes to actually talk to someone. They send you on a looping goose chase by telling you to call another number if the red dressed person is not present and that number tells you the exact same thing.
While waiting I waved down a Prime Time shuttle driver (as my reservation was outsource to them) gave him my name and asked if he was looking for me because I was waiting for my shuttle and couldn’t get through to the company. He answered «No». Not sure why he didn’t bother to tell to walk a few airlines over to find their agent.
Tracking app was worthless. The times it gave me were way off.
Now…
It only took 20 minutes for shuttle to pick up after being called. The driver was super nice. And the agent was very nice too. The van was clean and nicely air conditioned.

If you are not having a TIGHT schedule, Shuttle2LAX works fine.
Pros:
They are cheap for $ 20 compare w SuperShuttle for $ 42 (from North OC to LAX).
They are operated under Prime Time, in case you never heard of Shuttle2LAX.
* The best feature* They send you link via text of the live track of the shuttle. You can view from the map how many stops the trip, where is the shuttle and you can just run out of the door when you see the shuttle that’s just a block away from you.
The driver was cool and nice.
Cons:
My scheduled pick up was 11:15 but they did not show up until 11:40am. (I am not sure if it’s normal for all Shuttles since this was my very first time no one can take me to LAX: P)
My flight was 4 pm, while making reservation, the system’s suggested time was 11:30 am. I opted for the 11:15 am instead.
On the morning of my flight, I got a call and text that my pick up schedule was going to be 15 mins earlier, which is 11 am. However, they did not show up until 11:40 am. I didn’t pay attention to the text they sent me earlier so I was rushed to wait outside at 11 am.
Anyway, we made another stop at Paramount to pick up 3 folks. I still got to LAX around 12:40 pm which was more than 3 hours prior my flight.
So…just you know… when you book your shuttle to airport, better give yourself enough time in case of delay.