Private Round trip Transfer To and From Honolulu intl Airport

Driver was prompt and very accommodating . Patient when traveling with children . Willingness to please

I booked this service confirmed the time. Unfortunately, The flight I was on arrived 45 minutes late. When we arrived had to go thru screening (Hawaii Airport) which to another 10 minutes, then we picked up our luggage, and went to look for the driver. All of which likely to another 10-15 to get thru the airport. I texted the number that I was given for the driver and he texted me that he had left the airport and I would have to contact customer service. I contacted Customer Service and the lady said that they can only wait 60 minutes after the confirmed time. Ok, but I have no control over the flight being delayed or the security protocols for Hawaii Covid screening. I do know that they should have a backup plan for something that is out of the customer control such as a flight delay Hawaii screening process. The Customer Service person stated that the driver doesn’t check for flight delays. After going back and forth, all I wanted to know was can you send someone to pick me and my family up, since we are now standing outside with no transportation. The answer…no we don’t have anymore drivers who can come and pick you up. And since you weren’t there at the confirmed time you don’t get a refund. I understand they have a policy, but when a airport transportation company doesn’t have a contingency plan for flight delays and tells me I have to find new transportation after I have paid $180 for RT transportation with them, I have an issue. I ended up getting a taxi and pay an additional $50. I travel ALOT and have NEVER had this happen. I usually don’t give reviews on service either unless it was awesome, however when you leave me, my 9 year old and my 70 year old mom at an airport with no options for new transportation other than to say figure it out, I need to say something. This is very poor customer service and not good business. They will not refund you if your delayed, so please consider that if you book this company anyway. PS- I concede that they did send someone to pick us up for our return, but my review is based on the first impression, which was being left to find my own transportation after paying for private transportation. I gave them 2 stars for actually picking us up for our return to the airport.