If a customer is running late, we have a pro-rated waiting time charge. The hourly charge is $30.00 per hour. Unfortunately once one customer is running 4min late or more, then we may end up running late for the next customers. It is a domino effect. If a customer is charged for the waiting time, when ever they decide to use a shuttle service in the future, they have two options: 1- since they were charged for the waiting time they will never use our service again and we respect that. 2- they will manage to be on time in order to void a waiting charge.