“Great service and professional. Arrived on time to pick up and drop off. Very helpful with instructions on where the location was as it gets trick at Gatwick.”
“I think the ease of getting to the pick up/drop off location is quite simple with the instructions provided on the booking. However, the lack of friendliness from the driver is what made the experience poor. I felt rushed when dropping off the vehicle and on collection due to an error from the office the driver was apparently waiting 20 mins for me although I had only called them 10 mins prior. The driver did not wait around and very quickly went after scanning my barcode. I did not even manage to check over my car. The driver then mentions that he's been waiting over 20 mins for me, even though I showed my phone which shows me calling the office 11 mins ago (also taking into consideration i was in a queue to get through also)”
“Really disappointed. I am now a blue badge holder with a disability & after using your services since you first started with a hut and a field, we decided to use Meet & Greet, as we used you in January and it was just too painful using the bus service. On departure, I had arranged to be met at the Disability services cabin North Terminal, but your driver would not cross the road, so I had to drive over to him. On Arrival, we called 15 minutes before we left the terminal and I sat in a wheelchair in the freezing cold spitting rain for the best part of 35 minutes. When I telephoned to ask where the driver was, the gentleman was rather short tempered and rude saying “he’s on the way just wait”. If I’d have known my car wouldn’t have been there in the stated time, I’d have waited in the warm, dry terminal. This is not the service I expect from APH and this experience could well lose you my custom. I really was quite upset.”
Dear Mrs Bellew,
Thank you for taking the time to leave your review and for being such a long-standing customer of APH. We’re truly sorry to hear how upsetting and disappointing this experience was for you.
We completely understand how important convenience and clear communication are, particularly when travelling with mobility difficulties, and we’re very sorry that the service did not meet your expectations on this occasion.
While our Meet & Greet drivers are required to meet customers at the designated collection points and are unfortunately unable to collect vehicles directly from the Disability Services area, we appreciate this may not have been made as clear as it should have been at the time.
We’re also sorry to hear about the delay on your return and the manner in which the call was handled when you contacted the team. Waiting outside in poor weather conditions, especially whilst using a wheelchair, is not the experience we want for our customers, and we understand why this left you feeling upset.
Your feedback has been taken seriously and will be shared with the relevant team so the service and communication can be reviewed further.
We do genuinely value your loyalty over the years and are very sorry for the disappointment caused on this occasion.
Kind regards,
The APH Team
“We had trouble finding the drop off point as it’s not actually sign posted, However as soon as we let them know we were there the driver was there to take the car, it was the same in the way home the driver was there in five minutes. Very nice friendly guy.”
“They never answered phone when 10 mins away so ended up driving round a bit . Feel the drop off point could be explained better. Collection was quick and straight forward”
