My initial contact was great. I called when I was headed to the lot. The guy called me back a few minutes later. He was at the lot waiting when we arrived. (Although it took me a little longer than I said because we got lost). The reason I gave the service a 3.5, is because I called 4 times and left messages trying to arrange pick up once we landed. After an hour, we called a 5th time and someone picked up. I guess he could tell from my conversation that I already called. He asked if this was the first time that I called. I explained that I called several times, but he said he didn't get any of the messages. He was there within 20 min. We were tired and ready to go home, but I'm glad this didn't happen on the way to the airport...we could have possibly missed our flight! The one thing I didn't like is that you have to call to arrange pick up. The other lots that I've used, have people at the lot 24/7. As soon as we pull in, they drive over to our car. On the way home, we just go to the pick up spot and someone is there shortly. Book2park: due to the lot's distance to the airport it is necessary to arrange special shuttle drives to ensure shuttle is more efficient. We will pass this review on to the management at location to ensure communication with customers is improved.