My wife and I flew into JFK for our honeymoon in N...

My wife and I flew into JFK for our honeymoon in NYC on June 8th. I had booked our trip via Expedia and this company was recommended as an option so I booked a car from the airport to our hotel. Entered the time and flight info, as would be usual (I have book many car services in the past). I opted for the tools and gratuity to be included for sake of ease. I received an email with instructions that indicated that I would have to call when we retrieved our bags and would be told where to meet our car OK, not ideal, but OK. The email also had a link to their app which I promptly downloaded.

Upon arrival at JFK I opened the app and was presented with a screen with a button telling me to click there when we had our bags. I put my phone in my pocket and we made our way to baggage claim. After retrieving our bags I expected to simply click the button and all would be well. Nope. Instead the app looked just like normal when you open it, with a map view and an option to select destination. So I went to my trips and saw the listing which said cancelled . Great. So I found their number and called and explained that I was just trying to figure out where our car was. The first question what terminal are you in? Really? Have you been to JFK? The signage is severely lacking; I had no idea. So I walked to the information counter and got the answer. Then I was told where to meet our car. OK, not a big deal. It worked out at least.

The driver was very professional and helped with our bags and held the doors for us. Very nice vehicle as well. Got us to our hotel quickly and easily and helped unload bags.

All in all I was only unhappy with the experience with the app. But consider the situation, we had just gotten off a 4-hour, 6am flight and arrived in an unfamiliar airport. What a customer wants is to feel like everything is handled. And, at first, that is exactly how I felt. But then to see that the trip had been cancelled in the app is not a comforting feeling, then add to that the customer service rep asking basically where we are OK clearly she knew who I was and I had entered flight info when I booked the car, a good system on her end would have that information, especially when that information had to have been given to the driver, right? Turned out not to be a big deal, but in the moment, in that situation it is not a great feeling. Could use some improvement.

For our return to the airport at the end of our trip I opted for Lyft. Honestly I would opt for Lyft, or even Uber, in the future which is exactly what we use to and from our home airport. I simply thought that in an unfamiliar airport having a car already arranged would be best. But the cost either way is basically the same so, if I am meeting the car outside anyway, I ll go with the company that has never just randomly cancelled a scheduled ride and makes me feel comfortable.