Driver did not pitch to pick up

I was suppose to be picked up at Lanseria airport at 6pm on the 4th March 2016. The driver was no where to be found. I called Masase offices and they said the driver is suppose to be at the airport. I waited for about 40 minutes to resolve the issue, with no success. As a result I ended up having to share a shuttle with my colleague. I experienced the same thing last year in November, where my driver did not pitch because the company apparently overbooked. The delays inconvenienced me so much. What saddens me is that this is occurring for the second time.