I have been a regular customer for almost three years but recently there have been a few incidents which have made me revoke my services. I had booked two cars, one to take me to the airport for a trip and one four days later to collect me. On my way to the airport I payed in cash the amount that was sent on my final itinerary. As I was walking towards check in the driver was yelling at me to come back from accross the street. I went over and he said I had shortchanged him. When I showed him my e-mail confirmation he still demand that I pay him more as his boss had allegedly told him to. Not wanting to cause more of a scene I payed the extra few pounds that he was demanding. Strike one. I usually pay by card so I just get out of the car and trust that 24/7 will bill me the correct amount however now I feel that I should go back through my statements and double check. The second incident was on my way back. Our flight landed on time (it was almost midnight), however the line at customs was extremely long. I text my driver to let him know that A) the line is very long and i apologise for the wait and B) I have very little to no signal in customs. He received both messages and told me he would wait. We ended up being in customs for about an hour. By the time we exited no one was waiting for us. I decided to give him a call in case he decided to wait in his car. When he answered his phone I told him that we were in arrivals and wanted to know if he was there etc. The driver laughed at me on the phone and hung up. I then called the 24/7 helpline to ask where our driver was. The 'help' line told me that my driver left because it was my fault. I tried to explain the customs situation but he did not want to hear any explanations and proceeded to yell at me when I called the situation unprofessional. He accused me of ignoring all the text messages my driver sent to me which is clearly untrue as I have all the delivered messages and responses. He said that my driver had not heard from me once and said that I was the unprofessional one for making them wait. It was the most childish and unprofessional conversation I have ever had with a company. If you are a company that specialises in airport transfers, I was under the impression that you are able to deal with delays and handle them in a professional manner. Accusing your customers with false accusations is not the way to ensure they come back in the future. I think that in this case the driver was tired of waiting and told his manager that we were no shows and he had not heard from us all evening. I would have been fine to pay any excess waiting time, however, no one was there to even receive us. Either way, my three years of customer loyalty is gone. The only reason I chose 24/7 for so long was because of their cheap prices, but sometimes you can't sacrifice customer service and quality for money. You get what you pay for.