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We had a great driver who was very patient waiting at customs while we picked up our cat. That said, setting up the pickup to account for the cat's arrival was difficult and required multiple emails and phone calls. If the dispatcher had sent the driver at the time I suggested and not insisted on pickup an hour earlier, the driver would not have had to wait an hour and everyone's stress level would have been lower.
Expensive service, but worth it in a special situation where we had to move a lot of luggage and a family pet to their new home.