Someone dropped the ball and almost left stranded at my party

Guys I usually write glowing recomendations but oh dear, someone dropped the ball on my We drive on Saturday night and almost left me stranded. I had originally booked my we drive for 10.30 but knowing the rules before 3 hours I changed my time, just for an hour later. About 7.30pm or so I receive an sms saying that my ride has been cancelled. So i call in just to check Road trip assures me that every thing is ok my trip is still booked. Ok great. Get further smses confirming trip. Called again a little later just to confirm my change of time. Everything ok. Get driver details at 10.39. ETA 23.25. Great stuff. Ready and waiting. Nothing...... Usually number 1 Miway calls to see the driver has arrived. Nothing. Try call Driver. Nothing. Try call Road Trip. Nothing. Try call Miway. Prompts are very difficult. The only way to get to the wedrive is to push the option for if you have an emergency which I personally think is a little silly. Finally get hold of someone. They promise to look into it and get back to me. 25 mins later someone arrives as I get an sms to give me another drivers details. Now usually Miway calls me 3 times. Once to see the driver has collected me. Once to see we are on our way safely and lastly to see I am home safely. I always brag to my friends about this wonderful service. But ja this was awful. We felt like such an inconvience to our guests who now had to wait up with us and of course we were in no state to drive. No one even checked in to see if we got home okay with the whole mix up. Then I would just like to ask with regards to the annual trips. Is it from the beginning of every year that your trip are renewed or from the date of your inital policy?