“POSITIVE: The agents who took the car from me and gave it back were very friendly and welcoming. I also appreciate the telephone call the evening before to make sure things work out.
NEGATIVE: However, three things were not optimal. (1) I could not see from my booking what terminal I had booked. I was told on the phone that I had booked the wrong one, but there was no point for me to know that, and this could have gone wrong (I am not sure how wrong). (2) It was not clearly told to me that we have to pay additional fees for entering the short-term car park (2 x £7.50). £15 is not a huge amount, but one does not like to be put in a situation to pay something they did not agree on beforehand. (3) Preliminary communication was not always smooth. I had to call while on the highway and could not understand the person due to the background noise even after stopping at the side. When I arrived, there was no information about what to do; so I had to ask random people who seemed to play a professional role. The person responsible first did not know I am coming, but found me later to ask whether I am the new person he got on his phone. Again, I am not sure how wrong this could have gone. It certainly creates some uncertainty on the client's side.
Generally, the hand-over on the fourth floor of the short-term parking at Terminal 3 of Heathrow is a bit of a procedure. It takes time and effort, such as walking across several hallways, queuing at and squeezing into several lifts. I don't think elderly people would be able to follow this without additional help. It might be a pain for families with children, too. I think this is a problem of Heathrow rather than this parking provider, though.”
“AFTER HAVING BOOKED AND PAID FOR THIS SERVICE THE DRIVER WHO PICKED UP AND DROPPED OF MY CAR MADE US PAY ON TOP FOR THE PARKING IN TERMINAL 5. ITS NOT ABOUT THE COST OF THIS BUT THE FACT THAT THIS WAS HIDDEN FROM US AND WERE NOT TOLD ABOUT THIS”
“Our experience was fantastic. Staff was helpful. Good service. Prompt collection and delivery of our car. Our car was well taken cared of. Will definitely use them again. Highly recommend!”
“As always the staff were great - on time, clear communication. However, the company have not been clear about some recent changes. I've used Edward Lloyd several times before and the cost of the carpark was included in the total cost. However, This time, i was asked to pay for my own car parking ticket on entrance and exit. It really added to the cost of the service (>£20 undisclosed fees) and this was a bit disappointing. Check the fine print.”
“I like APH. when leaving my car I had arrived at Heathrow and pulled over to left lane on level 4 before barriers. I was unable to telephone before as it was dark and I was on the motorway (perhaps that is a better service that APH provider calls the client). I was then advised to go through the barriers to the right which took me out of the car park. I ranng and started the process again and this time was talked through sticking to the left hand side. On return it was ok but took longer than I thought despite saying it would only be ten minutes after second call. Why doesn't Edward Lloyd have a desk on level4?”
