I am writing this as I am sure we are not the only 3 people to have done this when booking. When I booked this company for an eagerly anticipated big birthday celebration for myself and two friends to New York (delayed trip due to covid). The online booking form asked us for the date/time and flight number which we put in. Unfortunately we made the assumption as it was in above order it was the time of our flights arrival and departure not the pick up time. Again we thought as there was no part on form to put an estimated pick up time ( as none of us had ever travelled through Newark airport so had no idea how long it would take to clear immigration etc and also although we had a rough idea of how long it would take to get to New York itself we were not exactly sure) We therefore thought the company would let us know as their drivers will be the experts in this field as they do pick ups /drop off all the time. When we touched down in Newark and phones were back on there was a message from driver asking us where we were I sent message back saying we were moving quickly and he gave us the directions where to get him and what door etc with a pic of him and his car for identification. Pick up and driver were absolutely fantastic he spoke little English but understood a lot more and we had a good service from him. When we got to hotel I asked if he would be our return driver but he was unsure of what I was asking and just said message him if needed any taxis. We were tired after a long flight and extremely happy to be in New York. Return journey is where things went pear shaped -The night before I was sent a message from same driver saying he would pick us up at 8.15pm which was our departure time I text back to explain we needed to be there 3 hours before and having done the journey said we would need to leave hotel around 4.15-30. I woke up day of departure to have a message saying he could not do that time and he suggested calling the company office. He was very apologetic but from the message I was aware he was unsure what I was meaning regarding the flight departure time on booking form. I called quite frantic in the morning of our departure and was eventually put through to a manager I explained the issue and he said leave it with me I will find another driver and I confirmed with him he wasn't going to call back but email me the details within 2 hours. So somewhat less anxiously we went on our planned and booked trip to 9/11 memorial. I didn't hear anything so after 3 hours I called repeatedly but kept getting cut off so I emailed through the app and got a call back within minutes from "Ryan" who asked me what the issue was even though it was in the email he then said don't worry he would see if there was another driver in area who could complete the transfer as we were only a few hours from having to be at airport we decided to get back to the hotel to await his reply. I then received an email stating that as this was seen to be a change to pick up time and as it was less than 48 hours notice they would not be making a refund quoted para 4 in their terms to back up the less than 48hours notice issue so they would not send a new driver or give us a refund and in terms of poor customer service signed of this email with have a nice day with an exclamation mark, which I found extremely cheeky and very poor customer service as it appeared to written knowing we were having anything but a nice day at that point. Their driver meanwhile was checking if we were getting some help and on telling him no the company was anything but helpful, appeared genuinely concerned and worried for us he offered to help us with another driver privately but by this time the brilliant staff at our hotel had already sorted us out with a fixed fare which was less than get transfer had charged but was obviously on top of what we had already paid which was now well over £350. So whilst I agree with all the reviews about fantastic drivers I would rate the company's customer service as severely lacking. 2 managers spoken to both implied they would get another driver nowhere in the conversation did they say anything about this wouldn't be possible due to their policy. To me they appeared to be waiting as close to departure time to then say nope we are not helping. It would also suggest that drivers should be in contact with you prior to 48hrs to allow for any changes to pick up times and to ensure you can change the time. In regards to booking form it needs to be clearer so in my opinion it should state pick up time and flight time separately as why ask for flight details if they don't take these into account. Also if you have never been before its a pick up time that would need to be estimated and to ask driver to give you their estimated pick up time. This was unfortunately our issue with not speaking the drivers first language and he ours as he did not understand what I was asking when we were dropped off regarding pick up time from hotel to be in time for the flight. With regards to drivers customer service it was impeccable as he did really try to help and be genuinely concerned for our welfare. Sorry for long post still a bit jet lagged I think!