Ended up with a £150 fine

Heathrow, VIP Heathrow Meet & Greet
★★★★★
4.6
From 260 reviews
91.0% of users recommend this

  • Ease of booking

  • Security

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

“Ended up with a £150 fine”

★☆☆☆☆

written by lennona on 17/01/2023

Firstly, the booking was straightforward and I received my confirmation. It was reasonable value for money and if all went smoothly I would have been happy with the service.

However, the positive review ends there. They called me when I was arriving at Heathrow and told me that I should go to the main terminal drop off area as traffic was bad, they happened to be a few cars behind me and saw me driving. I followed their instructions, they collected my car and there were no issues. A few weeks later I received a fine, and long story short they called me a liar and wouldn't pay the fine. In the end I nearly got a court summons and after they continued to deny any responsibility so I ended up paying a £150 fine.

This was the worst customer service I have ever experienced. I certainly wouldn't trust them with a car as I doubt that they would admit to any damage if it occurred. Do not trust them and I wish I have never booked with them. If everything works I'm sure they are fine, but are a nightmare if anything goes wrong.

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Customerservicevipheathrow's Response to lennona's Review

Written on: 19/01/2023

VIP Customer Care Team: our booking confirmation instructions are very clear in that we carry out our service in the short stay car-parks, but unfortunately this gentleman believes he was told otherwise over the phone by the Controller. This cannot be the case because we are unable to make payment on a customer's behalf due to the airport's car number place recognition system which is in place at the terminal drop-off area. This is why our booking confirmation instructions advise customers to the short stay car park for the service to be carried out.
Heathrow is a very busy, noisy and frenetic environment - which is why we ensure the directions in the booking confirmation are very clear- to avoid this kind of confusion. This is the first time we have had a complaint of this nature. We have been in correspondence with this customer and tried to be as helpful as possible. We are proud that every week, the majority of our bookings are from returning customers or word of mouth recommendations- testament to our highly secure, great value service which we have offered since 2004.

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