I sincerely apologize to you for what happened and for any inconvenience this may have caused. We take all complaints very seriously and we do our best to resolve any issue you have encountered with us. Our shared rides generally move relatively quickly. Unfortunately, on occasion out of our control like today due to the fatal crash that happened in the freeway, see the following link for more details (https://www.kitv.com/story/44003761/58yearold-motorcyclist-in-serious-condition-following-accident-on-h1) we do experience delays and we do what we can on our end to keep things moving as quickly as possible.
Also, the HPD blocked the freeway and caused significant delay on all the cars traveling in the H3.
Your review will be forwarded to our operations manager to investigate who you talked to on the phone and make sure this won't happen again in the future.
Our apologies again for not meeting your expectations.