I paid for this service 3 months in advance. The week of travel they called and asked what airline and the time we will arrive. Our plane was 25 minutes late, of which they could've read on the monitor, I would assume that's why they needed the flight info. We got there looked for them, finally found out by calling them that they left us because we didn't call and tell them the plane was running late. FYI Can't make phone calls from a plane.