Help


  • How is the fare calculated?

    Prime Time: Shuttle, Prime Time Xpress, GoSedan, Prime Sedan and/or Prime SUV calculates your flat rate upfront, based on the estimated distance and number of passengers and luggages.

    The flat fare always includes the base fare, airport fee, toll fee and any other fee(s) that may apply. Once the ride is booked, the calculated flat rate will never change.

    There is no surge pricing or any hidden fees.

    Our platform uses the Google Maps API to calculate the route that will determine the price. The optimal route taken for the ride will be suggested by the driver.

  • How long will my driver wait for me?

    Drivers will try their best to accommodate you. To ensure a smooth service for both riders and drivers, here are the rules you need to follow:

    • Airport Pick-up: Drivers will wait for 30 minutes past your pick-up time. After 30minutes, we cannot guarantee your ride.

    • Home Pick-up: Drivers will wait for 15 minutes past your pick-up time. After 15 minutes, without communication, the driver will leave.

    For more information, read our cancellation and no-show policies.

  • How to proceed if my driver does not show up?

    We take driver no shows very seriously and will do everything possible to try and make the situation right.

    Here is what you can do to make sure your driver is available:

    1. Get in touch with your driver if they did not try to reach out to you.
    2. Contact customer service at 310-464-0372 to report the problem.
    3. Hop on another transportation service of your choice to get to your destination.

    Here is what we will do for you:

    1. We will investigate to understand what happened.
    2. We will refund your transportation up to the amount of a Prime Time ride if your driver was at fault.

    Prime Time Shuttle realizes our drivers are human beings. Sometimes they make mistakes, have emergencies or run into unpredictable situations.

  • Why is my telephone number required?

    For first time users, we will be giving you an activation code to the number you’ve provided for us to ensure the authenticity of your number. This is also important for us or drivers to get in touch with you when picking you up.

  • International Passengers

    As an international traveler coming to the US, you might not have access to a cell phone or wifi network upon landing. If you are stuck in customs, please use our in-app chat to to let your driver know. Your driver's time is as valuable as yours. We only ask you to treat them as fairly as you would treat a family member or friend.

  • What is Prime Time Shuttle luggage rules?

    Prime Time Shuttle allows two pieces of checked baggage and one personal-type piece for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.

    Prime Time Xpress allows two pieces of checked baggage and one personal-type piece for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.

    GoSedan allows three pieces of checked baggage and one personal-type piece for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.

    Prime Sedan allows three pieces of checked baggage and two personal-type piece for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.

    Prime SUV allows four pieces of checked baggage and two personal-type piece for each passenger. Checked baggage includes most commercially available luggage and moderate sized boxes.

    Maximum size is 62 inches (length + width + height) per piece of luggage. Oversized items in excess of 62 inches but not more than 80 inches count as 2 bags. Personal-type items include purses, briefcases, cameras, food containers, or laptops cases. Prime Time Shuttle limits carry-on bag dimensions to 10 x 16 x 24 inches.

  • What is the weight and size requirement for luggage?

    No single piece of baggage or property weighing more than sixty (60) pounds will be accepted for transportation unless there is additional help available to aid the driver in both the loading and unloading of such baggage. Golf bags are counted as two pieces of luggage. Surfboards, body-boards, etc. that are four (4) feet in length or less can be taken on a shared van and count as one piece of luggage. Boards over four (4) feet in length require an exclusive van. Snow skis (up to five (5) feet) may be taken on a shared van and each pair counts as a piece of luggage.

  • What about oversize or excess luggage?

    If you have more than two (2) pieces of checked luggage per person or multiple large boxes, (over 80 inches) you require an exclusive van to guarantee Prime Time Shuttle can accommodate your reservation. If you have more than the allotted luggage at pickup time, Prime Time Shuttle does not guarantee your reservation can be accommodated, and the reservation cost will remain the responsibility of the passenger. Additional cost required.

  • What happen if I lost my luggage?

    Prime Time Shuttle will not be liable for lost baggage since baggage is never removed from the passenger’s presence, and is stored in the passenger compartment in which the passenger is riding. A passenger’s baggage remains, at all times, the responsibility of the passenger.

  • What about traveling with kids?

    Prime Time Shuttle, Prime Time Xpress, GoSedan, Prime Sedan and/or Prime SUV welcomes the opportunity to serve our “junior” passengers. Children two (2) years of age and younger travel free with a paying adult. If making an online reservation, please indicate the number of children traveling so that we can set a seat aside, as California state law does not allow children to ride in the lap of an adult. No child under the age of 18 may ride without being accompanied by a parent or guardian.

  • Do you provide child safety seat?

    Please be aware that we do not supply child safety seats. If your child is under the minimum age/height standards set by the state of California (less than 8 years of age or is less than 4 feet 9 inches in height), we strongly recommend that you supply an approved child safety seat for your child. Although it is not mandatory that a child safety seat is supplied, it is the responsibility of the parent or guardian traveling with the child to make sure that the child is transported safely.

  • What about pets?

    Pets must be transported in a pet carrier. If the pet carrier is small enough to be carried on the passengers lap it will count as a carry-on and may be taken on a shared van. Larger pets in pet carriers will require an exclusive van.

  • What are Airport Fees?

    In order to be able to operate in an airport, Prime Time Shuttle, Prime Time Xpress, GoSedan, Prime Sedan and/or Prime SUV may have to pay an airport fee for pickups and/or drop-offs. In this case the airport fee is added to the flat fare. The fee will be included on your receipt.

  • What if I need to cancel?

    We understand that circumstances may arise which may change your travel plans. Please keep in mind that there is a credit card processing fee charged to us for all transactions whether or not the reservation gets canceled.

    Please avoid canceling reservations less than 6 hours before the pickup time. Our driver partners have committed to servicing your reservation and have arranged their day to provide you with great on-time service.

  • What is the cancellation fee?

    Customers who cancel more than 6 hours from the Pick-up time will be charged a non-refundable processing fee of $4.00 per reservation/leg to cover the credit card processing cost. In another case, Customers who cancel less than 6 hours of the Pick-up time will be charged the full amount of the Total Fare.

    In cases where your reservations is set to a “No-Show”, any refund will not be eligible.

  • What if I leave item in a vehicle?

    If you just got off your Prime Time Shuttle, Prime Time Xpress, GoSedan, Prime Sedan and/or Prime SUV, and you believe that you left something on board, call Prime Time Dispatch office by dialing 310.536.7922 and pressing 6 when you hear the greeting. We will attempt to intercept your van and try to find your missing articles.

    If you believe that you left something on a Prime Time Shuttle, Prime Time Xpress, GoSedan, Prime Sedan and/or Prime SUV, and a day or more has passed by, contact our Customer Service department by dialing 310.536.7922 and pressing 6 when you hear the greeting, or by email at customerservice@primetimeshuttle.com.

    The most common items left on our vans includes jackets and sweaters, cell phones, and small carry-on bags. Please check to see that you have all of your belongings before you get off your van.

  • Prime Time Shuttle Discrimination Poilicy?

    Prime Time Shuttle seeks to ensure that safe, reliable, and high-quality transportation options are available to everyone. Prime Time Shuttle and its affiliates therefore prohibit discrimination against riders or drivers based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable federal or state law. Such discrimination includes, but is not limited to, refusing to provide or accept services based on any of these characteristics. Any rider or driver found to have violated this prohibition will lose access to the Prime Time Shuttle platform.

  • Prime Time Zero-Tolerance Drug and Alcohol Policy

    Prime Time Shuttle does not tolerate the use of alcohol or drugs by drivers using the Prime Time Shuttle app. If a rider believes the driver may be under the influence of drugs or alcohol, the rider can have the driver END THE TRIP IMMEDIATELY.

    After the driver has ended the ride, riders are requested to report their feedback 800-RED-VANS.

    Promptly after a zero-tolerance complaint is filed, Prime Time Shuttle shall suspend the driver until further investigation.

    Prime Time Shuttle’ Drivers should not provide rides within 8 hours of consuming any alcoholic beverages.

    CALIFORNIA: Riders must report a driver whom the rider reasonably suspects was under the influence of drugs or alcohol during the course of the ride at Commissioner's Consumer Intake Unit complaint hotline and email address (1-800-894-9444 and CIU_intake@cpuc.ca.gov).

    LOS ANGELES INTERNATIONAL AIRPORT: To provide comments or file a complaint directly with the Los Angeles World Airports (LAWA) please contact: http://www.lawa.org/LAXTransportComments.aspx

  • On-Time Guarantee

    Rideshare port management, llc, guarantees “We’re on time, or you don’t pay,” when the passenger has reserved a pick-up to the airport.

    Rideshare port management, llc, does give itself a fifteen (15) minute period of grace beyond the scheduled pick-up time of the passenger, due to traffic delays, safety or another passenger created delay. Pick-ups must be booked in advance, no later than six (6) hours prior to pick up to qualify for the “On-Time Guarantee”.

    Pick-ups at the airport do not qualify for the “On-Time Guarantee”.

  • How do I view my available promotions or discounts?

    On the ‘Payment’ screen after a ride, you’ll see the credit amount applied and the total amount charged to your payment method.

    If your credit isn’t applying automatically, tap on the Payment Method, displayed above the ride total, to see your available options.

  • What is a Ride Discount?

    There are two types of Ride Discounts at PTS:

    • Percentage Discounts: These offer a percent discount off your fare.
    • Fixed Discounts: These remove a flat-rate dollar amount from your fare.

    1. Percentage Discounts only apply to the ride fare (base charge, time, distance, Prime Time) and not any additional amounts associated with the ride. Additional amounts include: tips, The Service Fee, Airport Fees, Tolls, and other ride surcharges, like cancellation and damage fees.

    2. Fixed Discounts apply to the fare itself and additional fees, but not to tips, cancellation fees, or damage fees associated with the ride.

      Ride Discounts are only valid for one ride and do not rollover from ride to ride. If the ride costs more than the Ride

      Discount, the remainder is charged to your default payment method.