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Sanchez323's review of Heathrow, VIP Heathrow Meet & Greet



Written on: 27/06/2022 by Sanchez323 (1 review written)

appalling service received . ‘lost/stolen’ keys!
Since received a text message from yourself (VIP Parking) I have been on medication to calm my anxiety and panic attacks, as-well as breathing exercises every night since 20.06.22 to 26.06022. I am 11 weeks pregnant have not been able to eat properly or sleep during this time either.
Regardless of me eventually receiving the keys to my car and collecting it as planned this is not the issue , the issue is my holiday being ruined and my mental health has been affected

They do not keep customers keys safe !!!!

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Customerservicevipheathrow's Comment

Written on: 28/06/2022

Between 17th – 20th June, we 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

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Earwing25's Comment

Written on: 30/06/2022

Exactly the same story here! Appalling!!!!!!!!!!!!!!

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