I scheduled a Welcome Pickup from FCO (Rome) to my hotel. I received the confirmation which thankfully included a photo of my driver. When I had picked up my suitcase and exited immigration at the scheduled time, there was a line of drivers from various companies with name cards but mine was not among them. I waited for a while, but "niente." Then I noticed that one of the drivers (I'll call him X) looked very much like the person in the photo, but he was holding a card that said "Josh" -- not my name. I asked if he was, in fact, my driver and he said, yes, but that there had been a last-minute change of drivers and my new driver hadn't arrived yet. I should have received a text informing me of this. I checked my phone but there was no text. Now, one would think that it would have occurred to Mr. X that since all this was very last minute I might not have gotten the message and that he should look out for me as well as his current client. In any case, driver #2 did eventually arrive about 10 minutes later and took me to my hotel. But as the whole purpose of using Welcome Pickup was to have a smooth and stress-free arrival, I can't say it was a satisfactory experience.