My flight in made me use the last shuttle of the day. "What if my flight is late?" "Call us." Only one of the Terminal-Gates shuttles was operating, with a 15 minute line just to board. "The 'in airport' shuttle is running slow, long lines." "We'll let your driver know." As I rushed to Ground Transportation and was almost there, DOTS called *me* to see if I was there yet. "Almost." "Good. Your van will be late. Traffic." And the van was about 45 minutes late. Yet I still gave them 5 stars? Yes. 1)We know it wasn't the driver's fault. We could see the barely moving traffic from where we waited. 2)DOTS had called *us* to let us know the van was late. 3)When the van did finally arrive, the driver was still pleasant and professional with us, when I wouldn't have been surprised and would have understood if the traffic had put him in a bad mood. Both rides to and from the airport were smooth and uneventful. So yes, 5 stars under difficult circumstances.