The driver was right on time at pick up from the hotel. We were glad Viator operator suggestions to set the time to leave the hotel was accurate. The driver on his last pick up before going to the airport advised us the party was running late and asked if it was ok to wait. We did and it wasn't long and we were on our way. We wondered what would happen if someone was late, he was patient to wait. We all arrived on time and the driver was professional and courteous.
I booked the airport transfer the night before. I left my phone number as a viator member and specifically told the operator our hotel name and location (there are three such hotels in NY). The ride was late and we called twice and we were assured he was on his way. Ride arrived some 40 min. late and the driver was upset with us because he went to the wrong hotel and didn't have our number to call. Fortunately I didn't get all that was said due to his heavy accent, but I got the gist. 'The customer is always right?' Anyway, all other aspects of the transfer were fine, we made the airport in plenty of time, but the driver lost his tip.
Our trip to New York was wonderful and the very reasonable fee for the shared departure transfer was a good buy. It is certainly something that I would do again. Our van was running a little late ( but still had plenty of time to get to the airport), but they called the hotel to inform us of the time they would actually pick us up.