“The T5 arrival instructions told us to "follow far left lane for level 4" - the only problem with this is we were taken through the drop off zone and picked up a £7.00 fee, I checked with the staff and was told I had to pay it, this was amplified by the fact we were 2 cars. This was not our fault and down to poor instructions.
On return I was told to call when we landed and again once we got our bags, yes the car was there but it wasn't a £7.50 fee to exit the car park , it had been there so long it was now £14.
As if this wasn't bad enough our dash cam which is hard wired had been ripped off the windscreen. When I asked the guy who dropped the car off he said it had been hot so maybe the adhesive had melted, it hadn't the pad was literally ripped in half and on checking the camera footage you see a hand cover it momentarily and then it's on the seat.
I've used multiple meet and greet services over the years but this did not come up to scratch - very poor show and I'll be feeding back to Heathrow themsleves.
Expensive and careless seems to sum this up.”
Dear Mr Crome,
Thank you for your feedback. We are sorry to hear that your experience did not meet your expectations.
Regarding the parking charges, our booking information and arrival instructions advise that customers are responsible for the entry and exit fees at the Terminal Parking car parks. For Terminal 5, the designated meet-and-greet location is on Level 4 of the Short Stay car park, and customers are required to follow airport signage to reach this area. We appreciate your comments regarding the directions provided and will review them internally to determine whether they can be made clearer for future customers.
With regard to your return, our procedure requests that customers call once they have landed and again after collecting their luggage so that vehicle delivery can be coordinated. We regret that additional parking charges were incurred and understand your frustration.
We are also sorry to learn of your concerns regarding the dash cam. We understand why this would be upsetting, particularly given the circumstances you have described. The explanation provided at the time was based on the information available, and we regret that this aspect of your experience has contributed to your dissatisfaction.
While we note your comments regarding Heathrow and the overall service provided, we appreciate you taking the time to share your feedback. Customer feedback is important to us and helps us identify areas where improvements can be made.
Kind regards,
The APH Team
“Easy and efficient way to park the car whilst you are on holidays. Communication is very easy via text and phone. They have been very flexible when I needed the car delivered to a different terminal due to flight changes. I fully recommend!”
“Excellent service! Car was picked up within few minutes of us arriving and the same service was provided on our return. Would recommend this company and will use them again.”
“Could not fault the team at Edward Lloyd Meet & Greet Heathrow. Brilliant communication before drop off and pick up. Even met us at the arrivals pick up, rather than the car park for our arrival back at Heathrow as that worked better for us. Would definitely use again and recommend!”
“All worked very smoothly. We went to the wrong level for the drop off but the staff we very helpful and came down the floor to collect anyway. On collection we were only waiting 5 mins so will definitely use them again”
