Dear Louis,
We are very sorry for what happened and the bad experience you had with our service.
After years working with Viator and nearly 100 positive reviews, we believe that our company is REALIBLE and the customer reviews are reflect of that.
As you mentioned, we were quick to respond your call and solve your problem.
In the morning, I showed you that we had at least 10 LATAM flights arriving together and some of them end up diverting to Terminal 2.
Our driver was at the correct terminal waiting for you and for some silly mistakke from his part, he thought your flight changed terminals.
This confusion caused the 15 minutes waiting and I agree, it is disapointing.
Offering you a complementary transfer was a way to show you our apologies and try to change the wrong impression you had.
Not an app service or taxi could come close to the service we provide, that is why we were willing to offer you the service you deserve for free and not get this unfair review.
Again, send us a message next time you are here so you send you a complemantary transfer.