Dear Sir,
We are sorry and surprised to learn that you failed to receive our exceptional service on both transfers.
The driver on your 1st journey picked you up 10 minutes ahead of schedule. He said he was sticking to the national speed limit which is 70 miles per hour. According to our record it shows that he completed this transfer in 2 hours and 10 minutes. If you check google maps, you will find out that travelling time from your hotel to the port may take between one hour and 40 minutes to 2 hours and 40 minutes. As a professional driver, he knows how serious it is to receive speeding points on his licence where they will have to endure serious consequences.
Regarding the pickup from the port, Our records show that our driver was at the port on time but couldn't get to the pickup point due to the way port officials handle traffic. Due to the congested nature at the pickup point, they only allow a few cars at a time. He was waiting in line and had been communicating with you. Drivers are not allowed to wait at the pickup point for passengers. Therefore they will only approach the pickup point near the pickup time. It was unfortunate it rained that day but the driver did his best to be on time but failed due to circumstances out of his control.