I live 15 minutes from the airport. I allowed 35 minutes to get there plus over 2 hours before my flight. The driver decided to save herelf a trip and wait for passengers scheduled for pick-up 35-45 minutes after my pick up. Obviously they weren't ready. Had my flight not been cancelled, I would have missed it, due to her lateness and checkin and security. I called to complain and reschedule for my new flights. No apology. I paid for another round trip. When I tried to use the return trip, I was told it was too late because they scheduled me for a departure and return ON THE SAME DAY. Again, no apology. I had to pay again at the airport. When I called customer service for a refund on the last return double billed trip, they were no longer able to find me on their system. They have previously had no problem, since I have used them frequently, many times with a problem. My advice is, find a friend to drive you or take a cab.