Unfortunately this was a disappointing service. The driver was over 45 minutes late and after many calls to and from the dispatch office and almost cancelling, the driver turned up harrassed. We were told at the time of booking that each person was entitled to one suitcase and one piece of hand luggage we had less than that but as one of our suitcases had to be placed on the front seat, the driver promptly called the dispatch office and put them on loudspeaker where we were informed of a 10 fee for extra luggage and a 8 toll fee. Maybe you should state the measurements of a suitcase on your site to avoid any surprises.
The driver managed to get us to JFK on time but had the cheek to say 'how much tip you gonna give me?', when he was extremely late and was unprofessional by showing me how much previous customers tipped him! Overall it was quite a stressful experience but I guess cheaper than a taxi.
The driver was very rude. He was unhelpful and unfriendly throughout the journey and demanded a larger tip when we arrived at our destination. We initially gave him 15 and he insisted that we give 20 of the fare though he knew we had paid with a Viator voucher in GBP. We didn't know the 20 tip of the top of our heads! However we increased it to 20 without dispute and he showed no appreciation whatsoever. Unfortunately, I won't be using Viator or this company ever again.
The driver was awesome! Polite, personable, and a pleasure. His car was clean and an appropriate size for a family of three traveling to NYC for five days. Very comfortable, and enjoyable ride.