First of all, the form on Viator to enter the trip details is very confusing (asking us to enter our arrival information twice). Secondly, we were expecting to meet our driver in the baggage claim area upon arrival but there was no one waiting for us. When we contacted the company, the woman who answered the phone seemed as if we did not have a booking with them, then told me she would call me back. After 5 minutes of waiting, she called back and initially stated there had been a mix-up.... but the proceeded to say that our driver was stuck in traffic due to an accident but that she had another driver enroute to us and would arrive in 10 minutes. After this delay, our driver contacted us and picked us up. He was personable and friendly despite the luxury SUV smelling like cigarette smoke and his low fuel indicator alerting him to low fuel.