Aloha Lori. Thank you for ordering a lei greeting. We do own it and take full responsibility. Reach out to costumer service and you will of course get a refund. We always send a text and establish contact before our visitors arrive. It was a human error that you did not receive that initial text upon arrival. We apologize for that. We use flighttracker to track arrival time. 99% of the time, they are 99% precise. In this specific case, the flight tracker was not updated and did not show your flight arrival 20 minutes ahead of scheduled time. It was out of our hands and we apologize for that. We always strive to give our visitors the best service. This day almost everything that could go wrong, went wrong. Even airport security, they just work hard and have rules and regulations they have to follow. We apologize for that. Both me and Emilia were off Island. Kauai is amazing. We hope you have a wonderful vacation and will return. When you do, we will be happy to give you a complimentary lei greeting. Much love and Aloha, Dan and Emilia.