The lady on the phone was extremely impatient and ...

The lady on the phone was extremely impatient and rude, whilst I had an exchange of words with my mate over the pick up address she said "oh come on, mate?!" then hung up the phone very quickly, so I had to ring back to get the pick up point changed, which I was told could be done 'this once'?! so 4 hours later (at 4:40 AM) when it's time to be picked up the taxi was 13 minutes late, so my mate nearly missed his national express buss? pathetic service, very let down by a prestigious taxi business.