written by CooperWood on 18/10/2014
We waited for ages at the Costa at Luton airport arrivals before we called to check where our car was. When we spoke to the dispatcher, she said it was 10 minutes away and confirmed the driver had the correct mobile number. When we called again, she asked the driver to call us. At no point were we told why there was a delay or if there were problems. Then the driver called and said he was 20 minutes away, which means we were waiting from 14.45 to 15.30 - not great. We were FINALLY collected at 4pm (75 minutes after we exited and nearly 2 HOURS after our flight landed). What made the whole process worse was the fact that the driver could barely speak English properly to explain where he was or where we should meet him.
This whole experience was really stressful and unnecessary and I asked for a refund of our payment of £46 for this segment of the journey. It ruined the end of our holiday!!! We booked a car service so we could return home happy and refreshed.
Complaining to the company brought no result and no response and complaining to the PCO was the same. They just registered a warning against the company, so they are free to do this to someone else. SHOCKING!