I hired Viator to pick my wife and I up at London Heathrow and take us to our hotel. While my flight was on time customs was extremely slow and it took us an hour to get through and get our luggage. When we walked out of baggage claim we discovered that our driver was nowhere to be found. When I called Viator, the first agent told me that I had not signed up for a transfer despite reading the confirmation number to them. After hanging up, I called back and this time the agent did find my reservation. I explained the situation to her and was told that the driver tried calling me, which they did not, and when we did not exit customs/baggage claim in a certain amount of time the driver left. I asked the Viator agent if they would be sending another driver and was told no. The only way that they would send another driver was if I paid again for the service which they did not render. The agent was callous and did not seem concerned one bit that my wife and I were stranded at the airport. The lack of trying to find a solution, other than paying in full again for the transfer, was very disappointing. I will not be using Viator in the future.