When I booked I ticked a box and paid $10 extra for pick up "inside". I took that to mean a person with our name on a card waiting for us. There was no one inside and we got a text saying the car was outside. We went out and found no car. There was no explanation from the company that we had to go to a bus, hop on and be driven to a parking area to find our driver. We did not expect to have to carry our luggage on and off the bus either. Found our car and the driver was polite but the car was a bit dirty. When I raised a query about the "inside" he said the construction meant he couldn't be right there. When I mentioned having paid $10 extra for the service there was no offer to rectify it