Driver phoned 30 mins before the collection time and told us that he would be 30 mins late due to traffic. We asked if there were any other drivers or vehicles that could collect us. He replied he had spoken to his control and there was nothing. As this was an airport transfer we then arranged An alternative means. We then phoned for a refund and was told that they could have a driver with us shortly. I explained because they had said they couldn't see had what rearranged. I was then told they don't care and the driver was 1 min away. 20mins later so no driver desire control promising there was. I took photos of the empty car park at my house, emailed them and offered copies of the cctv camera. They still insisted the driver was there. At 1832 (2mins after the collection time) we left a wee had to be at the airport. They then rang saying the taxi had been there at 1830. I pointed out we left at 1832 and there was no taxi. I then asked for a simple photo of our house from the driver to prove he was there. 5 mins later we received a screenshot of a map, no photo, and the map said "arriving in 1 min!" They have still refused a refund despite first telling us they couldn't meet us, then not turning up. AVOID if you're on any type of schedule or need to be anywhere at a Specific time