We regret your bad experience in not meeting at the meeting point, the staff who received the call could not understand that you were a Viator customer. But we found the reservation on our viator list, Our response time was 20 minutes to send a representative and provide your transportation as soon as possible. and the driver's report was at 11:35 with the clients on board. Fortunately we have the right of reply on this platform, you mention that you were at the airport for an hour trying to contact us. Your flight that arrived in Cancun landed at 10:30 and in the call report we have it at 11:15 am , is 45 minutes apart. That means he couldn't have waited an hour. If you had to go through immigration and customs that takes at least 30 minutes, WHICH WAS 20 MINUTES FOR THE WAITING TIME