call someone else.
We had used these people a few times with no problems. However, the last time we did our usual -- called several hours before and told them exactly when we wanted to be picked up, where, destination, etc. When they were 10 minutes late we called. They checked with their driver. He said he didn't receive info. Dispatcher would check it out and call us back. No call. We scrambled to find another way to the airport so we didn't miss our flight. Approximately 30 minutes later we received a call saying the driver was outside our door. Thanks. Then we received a call from the driver, who had trouble with English and didn't understand that he was almost an hour late. If you can't rely on them to do their job, you hire someone else. Thank goodness we found another ride or it could have been a huge, expensive mess.