I called at 10:30am requesting an 11am pickup to be taken to the airport. At 11am one of their agents called and said that their scheduling system went down so they are running a little late, but she assured me that the ""cab would arrive momentarily.""
I built in some padding into my schedule, so I waited. At 11:10, i called and asked the status of the cab. Again they reminded me that the system was down, but that the cab would arrive shortly. I asked if a specific cab has been dispatched and directed to me - she said ""yes, cab #519 is en route.""
At 11:20, no cab, so I called again. I forced myself to remain polite knowing that getting upset would probably be counterproductive. I retold her the situation, and she put me on hold as she investigated the situation. at 11:25, while i was still on hold, the line was disconnected. I can't know if they intentionally hung up on me or there was a problem with the phone system. So I promptly called back multiple times, and they didn't pick up the phone.
It was at this point that i was sure that this wasn't going to work out... I should have seen the writing on the wall. I called other cab companies, and due to my distance from the city center, they couldn't get cabs to my location for 20 minutes - which meant that I wouldn't make it in time for my flight.
I missed my flight.
The problem is not in the crash of their scheduling system - those types of things happen... it is the repeated misinformation that was the real disaster. If they told me at 11 or at 11:10 that it probably wasn't going to work out, then I would have been able to get an alternative.
Not answering my subsequent calls was just icing on an already rotten cake.
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