Destination Asia Thailand

I have pre spent tens of thousands of dollars with DA Japan and I arrived at the airport and no one was there to greet me. My daughter and I waited :45 and still no one. Although we had already paid for transport from Narita to our hotel in Tokyo, we had to pay twice because we had to find our own ride. I have not heard from them yet, although surely they should have contacted me with apologies. I do not have confidence now in their delivery of the remainder of my trip.