Ugh! I will never use this shuttle service again. Two hours to wait for the shuttle just to pick me up from the airport? Really? It's not okay. Especially considering it costs the same for two people to take a cab to the strip.
I don't know what was going on last week, but everyone was miserable- including the driver. The poor guy probably didn't get any tips (we did tip him, because it's obviously not his fault) and he seemed just as frustrated and grumpy as the rest of us.
They won't refund your money. Maybe you could ask at time of purchase what the wait time is, so you don't get stuck there?