Hi Haig A,

First, I would like to sincerely apologize for the experience you and your wife encountered after such a long flight. We deeply value your loyalty and regret that we were not able to meet your expectations in this situation.

To clarify our policy: for international arrivals, we allow a grace period of 1 hour and 30 minutes after the exact flight arrival time for the passenger to meet their driver. Based on the flight data for 08/15/2025, your aircraft arrived at 5:39 PM, and our driver remained on-site until 7:10 PM, which exceeded the waiting policy.

I understand your frustration that after immigration and baggage claim the process took longer than anticipated, and despite your communication with the driver, you were unable to connect. Unfortunately, once the driver reached the maximum wait time, ​the ride could not be guaranteed.

I truly regret the inconvenience this caused you, especially given your long history with us. While we are unable to process a full refund as the driver did wait beyond the allowable window​,

Once again, I apologize for the disappointment, and I hope you’ll allow us another chance to restore your confidence in our service.

Best regards,


On Sat, 16 Aug at 2:37 PM , Haig A wrote:
Dear Execucar Service:

I have been a long term customer of your company; I have used you for every airport trip that we have made mostly including LAX & BUR airports but also for airports out of the area if served by you.

I am extremely disappointed that after an 11 Hour Flight to LAX from London on 08/15/2025, I was left stranded with my wife awaiting to be picked up. The driver, Janat Gul, sent me a text before our aircraft had pulled up to the gate. Our plane landed at 5:38 PM but the doors were opened and we left the plane at 6:00 PM; we proceeded immediately to go through Immigration and then to gather our luggage.

At an international airport like LAX Tom Bradley Terminal, you know better than I that a customer will not be out 15 minutes following arrival. I kept the driver updated using Text but when we had our luggage and were on the way out of the terminal, he sent a final text saying 'Call Company' and that was it.

I hired YOUR COMPANY to be there for me, not to leave me stranded; if the driver was to drop the responsibility, your representatives could've contacted me and arranged for a replacement driver - this was your choice of how to handle an arriving passenger.

I now ask you to refund my Credit Card for the LAX - Home section of the charge paid.

If you choose to; you may wish to explain to me why I should ever trust your company again. We ended up on a Transit Bus to an Uber Lot and hired Uber to drive us home. WOW, is all I can say! A Company's image is how the management decides to handle situations; I did NOTHING wrong in this scenario and YOU left me stranded.

I wish this was the first time; in fact, this was the second - the prior time was at BUR airport a few years ago when no driver showed up at all and I ended up on a Taxi! Perhaps my loyalty to your company has not been the best choice.

I expect to hear from you ASAP with a response.

Haig A