We deeply regret the unfortunate experience you had with our taxi service. Our team conducted a thorough investigation into the matter and found that your taxi was indeed scheduled for 15:45, and your driver was punctually present at the airport by that time. The driver made consistent efforts to stay in contact with you, ensuring you were well-informed and at ease while waiting.
Regrettably, it appears that there was a lapse in communication as we received word from you at 17:40, which was two hours after your flight's arrival. Please understand that we provide a complimentary one-hour waiting period with each booking. However, given the additional waiting time, we normally apply a charge of £20 per hour. In this case, as a gesture of goodwill, we only billed you £15 for the extended waiting time.
We also wanted to express our commitment to your satisfaction by upgrading your transportation to an executive vehicle, surpassing the standard car that was initially booked. This choice was a testament to our dedication to ensuring a comfortable experience for all our valued customers.
Regarding the incident involving the lorry, we inquired with the driver who informed us that roadwork was ongoing and the lorry seemed to be intentionally obstructing traffic flow. The safety of our passengers, especially when accompanied by children, is our top priority. We sincerely apologize for any discomfort caused during this situation.
Your feedback is immensely valuable, and we appreciate your understanding as we strive to continuously enhance our services. Please don't hesitate to reach out if there's anything more we can do to rectify this situation and regain your trust.