Heathrow, VIP Heathrow Meet & Greet Review

★★★★★
4.7 / 5
92% of users recommend this
  • Ease of booking

  • Security

  • Value For Money

Waylon138's review of Heathrow, VIP Heathrow Meet & Greet

★☆☆☆☆

“Dont do it. Car was raced out of the car park. Keys...”

Written on: 21/06/2022 by Waylon138 (1 review written)

Dont do it. Car was raced out of the car park. Keys were stolen. Had to get a taxi to collect car from compound.

  • Ease of booking

  • Security

  • Value For Money

Georgiax's Comment

Written on: 27/06/2022

We had the same experience!!

Reply to this comment

Customerservicevipheathrow's Comment

Written on: 28/06/2022

Between 17th – 20th June, our Ops Team experienced a short-term, highly unusual and unforeseen operational issue, which was outside of our control.

VIP has been established as a quality operator since 2004. During the COVID pandemic it was necessary for us to team up with another operator to share resources at Heathrow as a partnership, in order to get through that difficult trading period. However, it soon became clear that the operator in question did not share the same values. When VIP therefore ended the partnership early June, this operator decided to with-hold a small number of our customers’ car keys, which obviously caused service disruption for these customers.

Whilst all VIP customer vehicles were stored safely inside our Park Mark premises, without these car keys we were unable to return the cars to these customers in the usual seamless way- which caused delays for some customers that weekend. Our team were understandably overwhelmed at times, but our customer care team worked extremely hard around the clock to try to minimise customer inconvenience by keeping affected customer fully updated with the situation and offering all the assistance possible. Fortunately, our normal, high quality service was resumed very quickly and all keys are back under our full control from here on in.

By 20th June we had managed to get the situation back under control so that customers were not delayed upon return, however some customers due to return up until 24th June had been proactively contacted by our customer care team to make them aware about the situation- in case we were unable to obtain the keys that were being withheld, so that alternative arrangements could be put in place if necessary. Understandably this did cause some concern for those customers even though no actual delay was experienced upon their return in the majority of cases.

This incident is highly unusual and complicated as we view it as a criminal act on the behalf of our ex partner who took this action AFTER we had terminated the partnership. The police, disappointingly view it as a ‘commercial dispute’ so their help has been very limited. Shockingly they told us that only 3 weeks prior, a similar indecent had occurred at Heathrow which affected a far higher number of customers by a similar 'dispute'.

We are currently being guided by our solicitors on the matter. In the meantime, our customer care team are now in the process of contacting these affected customers to understand the extent of how they were impacted by this issue, with a view of making goodwill gestures where it is deemed appropriate towards this service disruption - even though it was outside our control. We have thanked customers for their understanding and cooperation. Most affected customers have worked with us and been cooperative and reasonable in these difficult circumstances but unfortunately, a few individuals, rather disappointingly, have refused to engage with us in the appropriate way.
VIP Customer Care Team

Reply to this comment

Customerservicevipheathrow's Comment

Written on: 28/06/2022

Between 17th – 20th June, our Ops Team experienced a short-term, highly unusual and unforeseen operational issue, which was outside of our control.

VIP has been established as a quality operator since 2004. During the COVID pandemic it was necessary for us to team up with another operator to share resources at Heathrow as a partnership, in order to get through that difficult trading period. However, it soon became clear that the operator in question did not share the same values. When VIP therefore ended the partnership early June, this operator decided to refuse to return a small number of our customers’ car keys, which obviously caused service disruption for these customers.

Whilst all VIP customer vehicles were stored safely inside our Park Mark premises, without the car key we were unable to return the cars to these customers in the usual seamless way- which caused delays for some customers that weekend. Our team were understandably overwhelmed at times, but our customer care team worked extremely hard around the clock to try to minimise customer inconvenience by keeping affected customer fully updated with the situation and offering all the assistance possible. Fortunately, our normal, high quality service was resumed very quickly and all keys are back under our full control from here on in.

By 20th June we had managed to get the situation back under control so that customers were not delayed upon return, however some customers due to return up until 24th June had been proactively contacted by our customer care team to make them aware about the situation- in case we were unable to obtain the keys that were being withheld, so that alternative arrangements could be put in place if necessary. Understandably this did cause some concern for those customers even though no actual delay was experienced upon their return in the majority of cases.

This incident is highly unusual and complicated as we view it as a criminal act on the behalf of our ex partner who took this action AFTER we had terminated the partnership. The police, disappointingly view it as a ‘commercial dispute’ so their help has been very limited. Shockingly they told us that only 3 weeks prior, a similar indecent had occurred at Heathrow which affected a far higher number of customers by a similar 'dispute'.

We are currently being guided by our solicitors on the matter. In the meantime, our customer care team are now in the process of contacting these affected customers to understand the extent of how they were impacted by this issue, with a view of making goodwill gestures where it is deemed appropriate towards this service disruption - even though it was outside our control. We have thanked customers for their understanding and cooperation. Most affected customers have worked with us and been cooperative and reasonable in these difficult circumstances but unfortunately, a few individuals, rather disappointingly, have refused to engage with us in the appropriate way.
VIP Customer Care Team

Reply to this comment
Report this review
Was this review helpful? 1 0