Dear Customer,
We sincerely apologise for the delay and any inconvenience it may have caused you. We understand that the driver assigned to pick you up was involved in an accident on the way, which resulted in the delay. We were not immediately informed as the driver was occupied with the necessary procedures involving the police and insurance.
We deeply regret the unexpected situation which has never happened earlier and assure you that customer satisfaction is of utmost importance to us. We are genuinely sorry for the inconvenience you experienced and will take steps to prevent such incidents in the future.
We appreciate your understanding.
Thank you,