Hi Nancy,
I'm very sorry to hear your experience.
Your pickup was 6 minutes to late, that is true :/ Due to a lot of traffic, 5 pickup locations within 30min and one of the guests wasn't ready when the pickup arrived.
During that night, we had the same icy conditions anywhere in Iceland due to a lot of snow, then rain then frost again. Wouldn't have mattered where they went unfortunately. It's not a good idea to move from location to location unless the cloud cover is overwhelming. Due to the fact you might miss something as the strongest Northern lights sometimes come quickly and fade quickly.
The tour is advertised as 3 - 5 hours experience. Which means the tour can be 3, 4 or 5 hours. In your case the pickup started at 9pm and the last drop off was at 1:20pm that makes 4 hours and 20 minutes.
We're very sorry the pickup was delayed. The icy conditions where as they where and unfortunately, we could have done nothing about that. But we're very glad to hear you liked the hot chocolate 🙂