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“Late Collection and Delivery of car”

written by Devils3508 on 24/06/2013

Outbound:
I decided to use Gatwick Diamond Meet and Greet service because I was travelling with my wife and my 76 year old mother, I arrived at North Terminal Gatwick within 5 minutes of the booked time and after calling Diamond 20 minutes prior as required when booking, they collected my car about 20 minutes later, after I arrived at the airport. I can understand they are busy and traffic can be an issue at this busy airport, so I gave them benefit of the doubt.
Return:
I called Diamond on landing (00:10 hours) and again when I collected my baggage (00:31 hours), as stated on the receipt voucher given to me, I was told that my car would be outside the terminal within 15 to 20 minutes, it took me 15 minutes to get outside, it was a cold evening and my mother is elderly. We waited over a hour for the car to turn up, as I have already stated I understand traffic delays etc. My complaints is this: if you can’t make 15-20 minutes then don’t stay you can, because your customer plans on those timings, consequently my elderly mother was standing outside freezing when she could have waited in the warm.

Communication is the key, they could have rang me back and told me they would be delayed.

No apology, I will never use this company again