Prime Time Shuttle Left us stranded at LAX! Los Angeles, CA Nationwide

Seems that we are not the only ones who have prepaid for shuttle services at LAX and left stranded.  After a day of flight delays in January, we arrived after 11:30 p.m. to find the representative at our terminal had already gone home.  So I start calling the customer service number.  I am excited to hear that I am first in line for the next available agent.  While I wait to be connected, we see several Prime Time Shuttle vans.  We actually flag one down and get him to talk to us (YES--US there were others in the same situation that night!).  He says he will let dispatch know.  Several other vans pass by, but none of the others stop.

45 minutes later, my phone dies before I am ever connected to a customer service person.  We finally pay to ride a competitors shuttle and have to wait another 30 minutes because their prepaid customers come first (which makes sense).

Here's my thinking:  If you want to close at midnight, fine.  But that should be communicated with your customers.  Also, since you have the flight information on your reservations, those who have prepaid for your services should be texted/emailed that YOU have made alternate arrangements for their transportation home when you are short on drivers or close.  Your outgoing message should also indicate that your offices are closed and provide guidance on finding other transportation instead of leading people to believe that you are going to help for 45 minutes!!!

I don't appreciate the way I was treated.  I had to wait a total of one and half hours before I caught a van home because I waited on Prime Time Shuttle only to give up and pay a competitor.  That is a terrible inconvenience that deserves more than a refund of the prepaid amount.