Customer service?

My wife and kids have gone up to Liverpool to stay with her mother for a couple of days and my mother-in-law had kindly booked a taxi from the station to her home.

When they got off the train there was no sign of the taxi and when my wife called to see where it was she was told it wouldn't arrive for another 20 minutes with the explanation "Oh we never send taxis to the station for the time they are booked because the trains are always late"