Inconsistency, lack of empathy, and poor communication

On 27 November, I personally waited 15 minutes with my kids for the shuttle because it was running late. I understood and assumed there may have been traffic or an accident. On another occasion, the shuttle even waited for an elderly white lady who was 3 minutes late. These experiences showed me that there was flexibility and empathy when circumstances were beyond a passenger's control.

Yesterday, however, my 18‑year‑old daughter's flight was delayed by 17 minutes through no fault of her own. I phoned at 12:00 as soon as I learned about the delay, hoping the situation could be accommodated. Instead, she arrived at the pickup point at 13:32 and was told by the 15:30 driver that "it left a long time ago." This means that had the shuttle actually departed on time, she would have made it.

What makes this even worse is the complete lack of communication. The phones were not answered, and the WhatsApp number we are told to use is unreliable. When someone finally responded, the tone was rude and dismissive. This is unacceptable, especially when dealing with a young woman travelling alone.