I think the OP has to manage his expectations. I've used this service many times and find it's no better or worse that the average shared van services I've used all over the country for 40 years. Emphasis is on "shared." This wait in this case, was, admittedly, unreasonable, but if one wants first class service, one must pay first class prices. There are any number of sedan services that will be at your beck and call, for a fee.
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