Dear Randy_E,
We sincerely apologize for the inconvenience and disappointment you experienced with our service on Aug 7, 2023. It's our utmost priority to ensure timely and reliable service for all our customers.
Upon a thorough investigation into this matter, we found that the driver assigned to your transfer had all the necessary information, had reconfirmed with our operations team, and was fully apprised of the transfer details. Despite all these precautions, he unfortunately failed to deliver on his commitment, which is completely unacceptable. I want to be transparent with you – this lapse in service is not indicative of our company's standards. As a result of this oversight, the driver in question is no longer working with us.
Understanding the significance of this lapse, especially when relying on a service during travels, we will process a full refund to you for your booking.
Once again, we deeply regret the inconvenience caused and appreciate your understanding. Your feedback is essential, as it pushes us to continuously refine our services and policies.