They left us stranded at the airport and won’t give us a refund

Q

I made a prepaid reservation with Prime Time Shuttle for travel from Los Angeles International Airport to our home in Oak Park in May. Even after waiting for nearly 90 minutes once we got to the Prime Time Shuttle location outside the Bradley Terminal at LAX, we got no shuttle service.

Since we had a baby and another child with us, and had returned from a long international trip, we could not wait any longer for the shuttle.

We canceled our reservation with Prime Time Shuttle and made alternate arrangements for travel from LAX to our home. When we canceled our reservation, Prime Time Shuttle promised to refund the $113 it charged us for the trip. So far, we have not received the promised refund.

I have made repeated calls to its customer-service department and left my phone number with the company to call me back. Nobody has bothered to call me. I’ve corresponded via email with Prime Time Shuttle about the refund. All I get is the runaround.

Since I do not expect to get any refund, I wrote a final email to the company yesterday indicating that I would contact the California State Department of Justice regarding this matter. But after I read your Washington Post column today, I thought I would write to you before I contact the Department of Justice. Can you help me get my $113 refund from Prime Time Shuttle?

— Prabhakar Pamidi,

Oak Park

A

If Prime Time Shuttle promised you a refund, it should have promptly sent one. Let’s just say it didn’t live up to its name in more than