Prebooked, the day before, a Mid-Sized SUV for a trip to Pearson Airport on Jan 22 at 6:00 a.m. At 6:05 a.m., tried several times calling their office number, no answer. A small car showed up 15 minutes late. The driver was most apologetic, said he was waiting around for dispatch. but even he was having trouble reaching the office. To top it all, the driver drove so slowly, I was literally chewing my nails. We have used this service several times prior, so it was dissappointing to have this experience. Usually they are on time. We did not get a discount because of the down-sized vehicle. We booked the return trip home from the airport and this went smoothly. Your office staff fell short on his duties/responsiveness the morning of Jan 22.