We booked a transfer from Osaka, Tokyo to the Hilton Osaka. Our flight was from Los Angeles. We texted the driver once we landed and not quite at the gate saying we have arrived. The driver advised he was waiting. We texted once we were off the plane and going to immigration. We told the driver there was a very long line in immigration, kept them updated as we moved through, but ultimately it took 70 minutes to finish. Told the driver we had our luggage as they were waiting for us. We had the luggage in hand and the driver said they could not wait any longer. The fine print in this purchase says they will wait 90 minutes. It was now 93 minutes and they wouldn’t wait any longer. This company left us high and dry with no solution and took our money. Do not use this company when traveling internationally because delays are caused by others, immigration for example, and they would not compensate us at all! Very poor customer service!I did reach out to customer support. They said the driver could not wait any longer than 90 minutes so they would not compensate us in any way. Unsatisfactory to us as we were just a few minutes beyond the 90!
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