Thank you for your feedback. We have checked the GPS on the vehicle and there was no stop during the ride. All our vehicles are GPS tracked. You mention you were a solo traveler, however, on your departure, which you requested to us and confirmed without mentioning the previous experience, there were 2 passengers, not one. You also mention that the lady who greeted you was sitting when you found her, at terminal 3. We can provide you with videos and photographs of arrivals area at terminal 3 to show you there are no seats at ground transportation area whatsoever. Where was she sitting? On the floor?
You also requested a full refund from Viator claiming the driver never showed up, although you were provided both arrival and departure services. We have provided all evidence to Viator including conversations with you, the GPS data, and the driver's reports.
Your experience does not add up.
As a transportation company, we invest in technology that will allow us to keep track of all our units. They are continuously monitored by supervisors. We are also very open and active with communication with our valued customers. We really don't understand why you did not report any issues on your arrival, then requested your trip for your departure and waited until you were provided both services to request a full refund, claiming a no show on our part, and then providing the above information. We will continue to investigate.