Perhaps it won't hurt their statistics if you cancel their trip, since the driver has been waiting for you for ten minutes and he can do it with confidence. I already had a bad experience with a taxi when I was still ordering transportation services on https://www.bostonexecutivelimoservice.com/new-york-city-to-... . Then I was fifteen minutes late and notified the driver in advance, but my trip was canceled due to the fact that the workload of orders was oveloaded and every car was on the bill. Apparently they had the right to do this and simply canceled my trip, since the fault was on my part and the situation was not changed by the fact that I warned the driver that I would be late. Most likely you have a similar situation and there is nothing to worry about, just order another taxi.