We appreciate you taking the time to share your feedback, and we sincerely apologize for the inconvenience you experienced with our service. We understand the importance of reliable transportation, especially when it comes to catching a flight, and we regret any disruption to your travel plans. Upon reviewing your booking details, we found that your reservation was indeed scheduled for a pickup at 8:30 pm on December 26, 2023 not as you mentioned 4 pm. After a full investigation we found that you booked your ride based on the departure flight from JFK, then called 4 hours before asking for the ride. We understand that there might have been a miscommunication, as you mentioned waiting for a 4 pm pickup. We empathize with the stress this situation caused and would like to provide some context. Due to the holiday celebrations in Manhattan on the day of your booking, the city experienced heavy traffic and closures, making it exceptionally challenging for our drivers to navigate and reach you promptly. We made every effort to dispatch a vehicle to you as soon as possible but, unfortunately, the circumstances led to delays beyond our control. We deeply regret that the driver was temporarily uncontactable during this period, and we understand the urgency of your situation. To address your immediate transportation needs, we dispatched alternative options, but we acknowledge that the delay was significant and impacted your travel plans. At JetBlack Transportations, we take pride in our commitment to timeliness and reliability. We are currently reviewing the events of that day to implement improvements in our communication and contingency procedures to prevent such incidents in the future. As a gesture of goodwill, we would like to offer you a full refund for the inconvenience you experienced. We value your feedback and hope to have the opportunity to regain your trust in the future. Please contact our customer service team at
[email protected] to discuss the details of the refund and any other concerns you may have. We are committed to addressing your issues promptly and ensuring that our service meets the high standards we set for ourselves. Thank you for bringing this matter to our attention. We genuinely apologize for any stress or inconvenience this may have caused and appreciate your understanding. Sincerely, Adam Wiseman JetBlack Transportations Customer Service