ACR Express: ACR Coach

My daughter was scheduled to be picked up at 1:15 from the University of Alabama. She called at 1:20 and was told they were 10 minutes away. The shuttle was late and arrived at 2:00.
Then it broke down in Tuscaloosa. She was told a replacement would arive in 30 minutes. After 30 minutes, I called and was told 15 minutes. Then, 20 minutes. The replacement arrived after an hour.
The driver of the broken shuttle had no idea what was happening or where the replacement was. The home office was guess-​timating the whole time. When I told the home office we were concerned about my daughter missing a flight, they said they were «sorry.»
The guy she was on the shuttle with missed his flight.