Having previously used shuttle direct we were extremely disappointed upon the service received on this occasion. After arriving at our chosen pickup location, selected from the drop down list when booking & in good time, and our transport not arriving we contacted the emergency number. Whilst waiting / on hold the driver arrived on foot (20 + mins late) advising that we were in a pedestrian area. (Cars / vans had infact driven in this area - it was 5am in the morning). After arriving at our final destination the driver advised we must pay a late charge. I will be complaining in due course and seeking reimbursement of this charge.