We arrived at Belfast International Airport 10:30pm at night and no shuttle bus was waiting to collect us. We made our own way to the premises to find a closed metal gate at an industrial site in total darkness. We then had to to return to the airport and hire a separate car. Despite calling the company we had no response on the night and have since complained on their website. They refused to accept any blame, stating we should have made our way through the dark industrial estate to find them. They also refused to accept any responsibility for not contacting us. Janice East, Head of Customer Services then sent us a response which gave inaccurate information and shut the complaint case, rendering us unable to reply. Totally unacceptable service from an extremely poor company. Will never use or recommend.