Dear Tim
We have been in business since 2016 with more than 100.000 pickups per year. If you having issues during your arrival you should contact our phone number or driver number.
Our free waiting time 90 minutes from flight arrival time. Sorry that you cannot find your driver, most the time customer with no phone connection to internet and whatsapp having this type of difficulty.
Please reach me at +6281311960399 directly and inform me with your booking number and i can look into the issues. If this issues caused by us we refund 100% of customer funds.
Our current score of mistake at viator are 0.01%. Very rarely our customer didn’t find their driver.
Looking forward for your next feedback and communication.
Best Regards
Putu Menaka