Thank you for sharing your feedback regarding your recent experience with our service. We sincerely apologize for the inconvenience you faced due to the absence of the driver, especially after a delay in getting through customs.
We understand the stress and frustration caused by having to organize your own transportation with a significant amount of luggage. This is certainly not the standard of service we aim to provide.
To investigate this matter further and ensure it doesn't happen again, could you please contact us directly by email? Your input is invaluable in helping us improve our service.
Once again, we apologize for any distress caused and appreciate your understanding.