“Information says ring when 10 mins away from the airport. We did this it took the 20 mins to answer the phone. Our flight was early in the morning. The handover was not smooth. The instruction for return is to ring when in baggage reclaim, we did this and again it took over 20 mins to answer the call. Our flight was delayed and we were ringing at 1am. We were then told they were very busy and car would be returned in about 25 minutes, we waited 40 mins. We chose this service as my friend is disabled and walking and standing for a long time are difficult for her. This service was not as advertised.”
“Hassle free for my trip away. Arrived a departures and our rep was waiting for us. When I arrived back, a quick phone call and they were with us within minutes. A friend who had booked with another company was told half an hour! Looked after mt car, very professional. The friends I traveled with have already asked for the details as they will use them and I will certainly use them again”
“Dropping off the car was ok, albeit a little confusing because there were no signs, you literally just dropped it outside the terminal. The person meeting us wasn't particularly visible.
The main issue I had was at pick up where, as instructed, we called once we'd picked up our luggage. We then had to wait half an hour in the sun with a 3 year old and my heavily pregnant wife. I don't really understand why it took so long. We've never had this issue before.”
Dear Mr. Mcdonald,
Thank you for taking the time to leave your review.
We are very sorry to hear that your return experience did not meet your expectations and sincerely apologise for the inconvenience caused.
We appreciate your comments regarding the arrival process and understand that clearer signage and a more visible representative would have made the drop-off experience easier.
We are especially sorry to hear about the delay in returning your vehicle. We understand how frustrating it must have been to wait around 30 minutes in the heat, particularly with your 3-year-old child and your heavily pregnant wife. This is certainly not the level of service we aim to provide.
Your feedback will be passed on to the relevant management team so they can investigate the delay and review the collection process to help prevent similar issues in the future.
Thank you again for bringing this to our attention, and we sincerely apologise for your experience.
Kind regards,
The APH Team
“Very efficient and professional. Did not give a five star rating only because it was not clear that we needed to stop in the lay-by opposite the Travel Lodge at Gatwick. The double lines made it seem like I was not supposed to wait there.”
