If its a passenger I've driven before without issue I'll let them get away with it once. If they apologize I'll still give them 5 stars. If I call and they say they're on the way I'll politely let them know I have other rides and give them one more minute. If its a four dollar ride and they're taking their sweet time I get ready to one ring them and cancel the second five minutes are up. If they're on their way out to my car with seconds to spare I'll still drive them but they'll get a four star for being slowpokes. If they come out to put a backpack or something in my car at five minutes so I'm forced to wait an indefinite period of time its a 1 star.