SuperShuttle review: Non show the shuttle

The shuttle never arrived (confirmation number 4987850). Mrs. Tsaltampasi was waiting for it, and when she realized it was not coming, she tried to contact your company’s call center, but it was unavailable. When she eventually managed to reach someone from your company, she was informed that the ride had been cancelled and that we were being charged because you had called her at 20:00 to inform her that no driver was available. Since her phone was not reachable, the ride was cancelled and still charged.
As I already informed you when we made the booking, Mrs. Tsaltampasi’s flight was scheduled to arrive at 21:10. Therefore, how could she possibly answer her phone while she was on the plane? Additionally, you had our email address and could have contacted us there.
Please proceed with a full refund.