Dear Paul, we want to apologize for the inconvenience you experienced during your recent transportation service.
Your flight delayed 1 hour and 10 minutes presented unexpected challenges. To accommodate the delay, we rescheduled your pick-up and assigned a new driver. Unfortunately, he arrived 5 minutes later and even though we asked you to wait for the driver, you secured alternative transportation. We regret any misunderstanding and inconvenience this may have caused.
Regarding your refund request, we will partially refund you
We appreciate your feedback and understand that this experience fell short of our usual standards. We hope you'll consider giving us another chance in the future
Regards,