Booking.com left my son stranded!

What is going on these days? My son was just left stranded on Cape Town International Airport for over an hour! And this after I specifically paid for a taxi service with flight tracking. Of course booking.com customer service just shrugs and advises me to get a local taxi. I want to pull out my hair from frustration! And the little snot at customer service tells me that their service works 99% of the time, but they make mistakes like all other travel companies! Another business that used to be awesome, but is going downhill quickly. What a pity. Will never use them again, that's for sure!