It took nearly an hour from the time I called for a pick up until the courtesy bus arrived. I called them back after half an hour of waiting, and they told me they had already picked my party up. When I complained about the delay, I was told the bus is a "courtesy service" and therefore I should be happy to wait for as long as it takes. I told them the bus is part of the parking service I paid for... afterall, I'm not going to park my car with them and walk up the highway to the airport. They do not ask your name when picking you up at the airport, they do not provide a booking or reference number, and they don't even ask for ID before handing your keys over. Jetbay is a customer service free zone... avoid them like the plague.