"The yes or no answers are correct but come across as a bit unforgiving. I also wasn't sure whether or not he passed the 20 minute mark or not so chose the Less Than option. I am on this trip because my husband passed away so that made it even more overwhelming to me that he wasn't there. But, although it is true that I was not met inside and the driver from CA Chauffeurs was late so of course I was upset (crying actually) after not having slept in a grueling trip of 28 hrs up to that point, I was very happy with the actual driver and the journey to my destination 2.5 hrs away. The driver was very apologetic and explained that he got stuck in traffic and indeed I saw the tailback as we passed it heading south. I would definitely use their service again. I gave the driver a cash tip as I didn't know that the option would be given here. It's better to hand it to them personally anyway."