I set up a pickup for my mother from Palo Alto to San Jose for a 7:10am flight. They called my mom (73 y.o.)at 11:40pm the night before her 5:15 am flight to tell her they were coming at 4:45am and would leave her if she was not ready. Of course I had pre-paid the service. My poor mom didn't sleep the rest of the night! I think that kind of customer service should not be rewarded. AVOID THEM. there are plenty of good car services in the bay area.
Pros: the driver was kind
Cons: the pickup time was changed at 11:40pm the night before a 7:10 flight
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