Dear Kathy,
As per our investigation, we noticed that your booking was made for a different pick-up location - Hotel Canopy. And you were waiting at Hotel Hilton Nordica, which is a different hotel.
We are always accommodating our customers' changes, but in order to do that we have to receive the information from them.
We immediately accommodated your changes when you informed us that your pick-up location was changed, and it is obvious that you had to wait for the next transfer since you lost the initial transfer as per your original booking with pick-up at Hotel Canopy.
When changes are made so last minute, of course, the driver does not have your name on it, since he received the passenger list in the morning. The reason why we have sent you the amended transfer ticket was for you to show it to the driver to guarantee your pick-up.
We are sorry that you have encountered difficulties at pick-up, but from our end, there was no mistake and we made our best to accommodate your last-minute changes.
Thank you for your understanding!