"The actual pick-up and journey was handled very well. Our issue is that the responses to our initial enquiries, and then to our communicating changes to our booking, were not good - they did not make us confident that the pick-up would be as good as it was. Contacting you by phone was haphazard, and we didn't know who we were talking to. We felt it necessary to put a back-up plan in place in case nobody turned up.
We did leave a tip for the driver after both journeys"