Penguin Airport Cars www.penguinairportcars.com

I booked a minicab with Penguin Airport Cars to take me from Luton Airport to my home in London.

The driver fell asleep whilst driving 65mph on the M25 and swerved into the central lane almost hitting the concrete barrier. We got within less than a foot of it. The only reason the driver didn't hit the barrier is because my screaming woke him up.

I asked the driver to exit the M25 and let us out but he became aggressive and refused to let us out before reaching our destination. My partner and I were terrified for the remainder of the journey.

I rang the minicab company as soon as we got home (especially as the driver said he was going to another job ) however they didn't care. I rang them again and finally received an email saying that the driver admitted he fell asleep but "whatever is done is done". They refused to provide a refund as we reached our destination (even though it was practically under duress).

My concern is that this minicab company will let this happen again.

Don't know what all of the negative reviews are about. Excellent service. We booked a return journey and driver arrived on time on both occasions - even phoned us to say he was waiting outside the hotel. Immaculate cars and friendly drivers. Please don't be put off by negative comments - so glad We weren't. Great value for money. Will definitely use this company again.

Absolutely Abysmal service, I was worried that when I found out that this company was the cheapest I could find that it was for a good reason, and these worries were proved very well founded.

I booked online, and the website seems to work well enough, although the mass of exclamation marks in front of the name just to try and let it be the first company up is so cheap and slimy that it should have rung more alarm bells before I booked. I got through plenty of confirming emails, so they certainly had all my details on system.

On the day of my trip I gave them ten minutes grace before calling up to chase what was going on, the receptionist seemed quite nervous and confused, said the driver should be on his way but gave me his number and told me to check with him (which I'm pretty certain is horrible practice, shouldn't they be the ones checking up with drivers to find their current location?).

Then a few minutes later the same receptionist accidentally called me thinking I was another client, whose driver seemed to be somewhat lost. I have to wonder if they ever got picked up either...

I gave it a few more minutes, reasoning that he was on his way, if he was lost he would call me and that calling him wouldn't get him here any quicker. But after 10 minutes I got pretty twitchy and worried, and gave him a call, he also seemed confused, barely lucid and seemed to have no idea he was meant to be giving anybody a lift, though I could frankly understand very little of what he was saying.

I then called up the receptionist again, understandably quite worried, and asked just what on earth was going on. They were again very confused, and apologised a lot, saying they would call the driver to find out what was going on. By now I had given up any hope of getting a car from these people, and had woken up someone else in my house to give me a lift (this was at ~5.30am), and unsurprisingly when the receptionist called back a few minutes later they said that my car wouldn't be able to make it, they were very contrite, but offered no explanation how such a monumental mess up could happen. Not that a good explanation would have made me any happier with them, as they were putting me in very real danger of being late for my flight. I certainly would have been left in a very sketchy position if I didn’t live with someone who could drive.

So to conclude, terrible service, terrible communication, staffed and run by incompetents, some of which had a minimal grasp of English and certainly had no idea what was going on. Don't make my mistake and pay the extra £20 or so for a cab that will actually turn up.

Car didn't turn up and they were not available for reason. Spoke next day with someone who in fact could barely speak English and so I gave up. The two excellent reviews amongst the extremely bad ones, I treat with suspicion!

Tried to book through the website. card got declined twice. Decide to give up and book with someone else. on the day of the pick up, I found out that a car was waiting for me and was all prepaid. Made a complaint and refused to refund as it was my fault that i went with another taxi. What about the error in the website? do you think I would have booked 2 taxi?? be careful on giving your CC details online. Poor response from the manager.

Poor customer service and driver behaviour.

Excellent. Driver came early because accident on M4 . Great sense of responsabiloity

very good service and I will recommend.