“It was my first experience with your company. Decided to go with you 5 hours before my flight. When I called 20 minutes before my arrival, I was told there there had been an issue with my booking and I was not expected at the airport. Had to go to your compound to leave the car and get a transfer. It wasn’t easy to find your compound but got there in the end. Once I met your employee everything changed. I was a bit like… this was not what I paid for…..but the guy at the compound was so nice and apologetic that Made smile again. When I got back the timing was right but the girl who brought the car wasn’t warm enough and told me in the end that I had to pay for the parking exit which I though it was included on the price……. My experience…….”
Many thanks for your feedback. I am sorry to hear that you didn't have a positive experience at your chosen car park. We will take this up with the car park as this falls below our expected level of service as they should have met you are the airport terminal.
“Firstly when we arrived we had to wait a full 20 mins before anyone arrived.
Difficult to see if this was a legitimate person as they did not have any credentials or dressed in a recognisable uniform to identify company (we were in the drop off zone as advised) and to be fair the attendant paid for the exit fee to release the car from the car park so assume you picked up that cost.
Would have thought you have had your own meet and greet area as this is a thorny issue with parking at most airports and the extortionate fees for going over the min time (which in most cases is £5-£6 paid for 5mins).
Note also this is a differentiator when you are looking at prices at it adds another £10-£12 to the cost to consider).
Also on the return had a similar story with a wait for someone to arrive (5-10 mins). Then was told by the driver we had to pay the exit fee ? (when i challenged the attendant he just said he only picks up the cars and does not work for this company??)
This was not advertised on your site and actually may have been the difference to me going to another site where off-site parking was cheaper. Also avoiding the hassle of a transfer was worth it to save on the inconvenience and unecessary stress of waiting for someone as well as the frustrating start to my break.
Sorry it's all negative but this really would dissuade me from going with your company again as these types of experiences are one-offs and when you pay to enhance that experience for your partner, it reflects badly on me and for the rest of the trip.”
Many thanks for your feedback. I am sorry to hear that you didn't have a positive experience at your chosen car park. I will enquire with the car park to understand why it took them so long to arrive to pick up your vehicle. This falls below the level that we expect from our Partner car parks. I will also discuss the idea of using recognisable uniforms to make it easier for our guests to identify the attendants.
“Awful. Didn’t meet me, I had to wait nearly an hour only to be picked up and drove to their site when I’d pay for my car to be handed over at the airport. This was after a 4 hour plus delay. Horrendous service.”
Many thanks for your feedback. I am sorry to hear that you didn't have a positive experience at your chosen car park. We will take this up with the car park as this should not have been the case.
“Travelling out we had a 25 minute wait. A little stressful when airports want you processed in under 2.5 hours. Arriving back we had no wait, wonderful”
