We apologize for the inconvenience you experienced. We understand your frustration for the unavailability at that point to wait for other passengers. Unfortunately, the reservation that was received for 9 passengers did not contain any information stating that your group was arriving in different flights. Had we known, we would have tracked both flights and accommodated a later pickup for the entire group.
Regarding the refund, please understand that on-site changes are non-refundable as they involve immediate adjustments to our services. We regret any misunderstanding and appreciate your feedback, which helps us improve our services. We sincerely apologize for any inconvenience caused and hope to have the opportunity to serve you better in the future.