When I arrived at the office around 11:15 on the day of your pick-up, I was informed about the situation by my staff. Here's what they told me:
"Hey boss, this morning we have a situation with the client pick-up from the cruise ship terminal. The scheduled pick-up time was 09:00, but they informed us that they were not ready and would call us when they were. They insisted that this was the expected procedure and not supposed to be a set time. I try to explain to them that our pick-up process does not work that way. I informed them that there are two options when making a booking: either booking the vehicle for the entire waiting time and calling us when they are ready, allowing us to arrange the vehicle's arrival, or calling us when they are ready, but with the possibility of having to wait for the car to be arranged. They are not quite happy about that. The confirmation we sent clearly indicated a 09:00 pick-up time, and although they were ready at 10:30, I dispatched the closest car at 11:00. They are currently on their way to the airport, and they should not have any trouble catching their flight. However, it seems that we may receive a 1-star review, sorry boss."
I am relieved that everything turned out well, and you found your driver to be very nice. Your understanding and patience throughout this process are greatly appreciated. Your feedback is valuable to us as we continually strive to improve our services. We will carefully consider your comments to ensure a smoother experience for our future clients. Once again, we apologize for any inconvenience caused and hope for the opportunity to serve you again in the future. Thank you for your business and the 3-star review.
Regards
Hing Jong