I booked a private car pick up. i know the Viator policy about being late for your car . if late you loose your money. they required my flight number to help with this. flight was late and my luggage was the last off the plane. so yes i was late. They did not wait will 30 other drivers waited. i called asap and they said to late. i filed a claim to get my money back and was denied. i called my hotel and they sent a black car service to pick me up. i paid them also but was 30 percent less than viator. lesson learned call the hotel and use someone good. They will not refund the money. Very bad Customer service.