Arrived at Madrid Airport, no sign of our driver, called help line and they said they would send someone, obviously we had been forgetten, 25min wait, phone call, driver spoke no English and had no identifying badge or sign, needed a spanish lady nearby to talk to him and get location, transfer then was fine. We had booked a return, tried helpline number night before and early departure day but was not ringing. Sent e mail to confirm pick up, after 9am phone was working and we were told that she would need to speak to manager to confirm collection and she had our e mail and would reply. Reply stated someone would be outside Hotel Riu Plaza Espana 10.55, we saw a man on Phone outside Hotel at 11am I asked was he looking for Mr Green, he replied 4 persons so we left with him, 10 mins into Journey Mario called to ask where we were, i explained we had taken wrong taxi, obviously my mistake but this arose due losing confidence in the Airport pick up and not seeing any identification or signage and thinking this is how Ziptransfers work, or not.