My pickup was very late (10:00 PM when it was scheduled for between 4:00 and 8:00 PM). That wasn't a big deal by itself, but I wish I had been kept in the loop about the delay a lot better. I called at about 8:00 PM and was called back by dispatch about 20 minutes later, and was informed that the pickup would be in 20 minutes. After an hour passed, I called again, and this time the driver called back and said 20 minutes again (and this time, he was right). I would have been totally fine with it if I had been emailed or called about the delays -- it shouldn't have been something I needed to call about, especially not more than once.