We had a shuttle van for 10 people booked to take us from the cruise terminal to the airport. Pickup was scheduled for 0900. When the driver wasn’t there at 9, dispatch connected me to him. Driver said he was stuck in traffic due to the marathon and that he would arrive at 0920. At 0920, still no driver. Called dispatch again who said the driver would be there at 0940. I asked to be connected to the driver, got voicemail instead. Every following call to dispatch went unanswered and eventually we left the cruise terminal at 0945 to get cabs for us all since there was still no driver. Dispatch called us just before 10 and I told them we had to cancel because people would miss their flight.
I emailed the company the same day and asked for a refund, they said they would investigate. Emailed them again 3 days later to ask for an update, no reply. After 6 days I called my bank and disputed the charge so I could get my money back.
Stuff happens, a marathon happens, but own up to your mistake of not anticipating heavy traffic due to this marathon. Refund a customer instead of ghosting them if you couldn’t hold up your end of the deal. I gave them a very fair amount of time (6 days) to resolve it before calling the bank.