Parkterminalheathrow Avis 2

I had an appalling experience with this company recently, waiting for an hour and a half for my car at terminal 5 after contacting them on landing. Totally unprofessional and pathetic. No communication, explanation or apology. See my letter to them below. Says it all.

SPEED MEET AND GREET LTD

I want to tell you that I was extremely dissatisfied with the awful service I received from your company on Sunday night. (June 21)

Having landed late at 10:35 pm I was in immediate contact with your staff. Not unreasonably I expected my car to be ready by about 11pm when I reached Level 4 at the pick up point.

I then had to wait another full hour -- until 12 midnight before your driver appeared with my car. I called him again and again to find out what was happening. Normally he didn't answer and when he did he had pathetic some excuse about traffic (at that time of night?) and saying "I'll be then in 10 minutes or so" which was never true. I was exhausted and furious.

This service was completely unnacceptable and unprofessional. Where do you to park the cars? Birmingham? I also noticed my car covered in bird shit.

I can assure you I will never use your company again and will make sure none of my friends do.

I want to hear what you have to say about this matter. Are you going to consider a refund of my large fee for your disastrous service?

Frank Wingate

Called as instructed one hour before we arrived at Heathrow Terminal 5.

Operator answered the phone with, "Hello."

Not the best start.

I'd suggest your company provide basic training in answering phone. I'd suggest the following welcoming response.

"Good morning, thank you for calling Park Terminal Heathrow, my names Bob, how can I help?"

I'd also suggest your staff are at least out of bed and ready to respond.

First chap i spoke to was OK, the girl i spoke to sounded like she was still in bed, with hardly any information to give and put the phone down.

We tried to call back but the call was never answered.

We were told driver would be with us in 10 to 12 minutes, after forty minutes with limited information, we had to assume the driver wasn't coming.

We had to then book with another firm at the cost of £180

Avoid the company.

Terrible communication, shocking customer service.

As a note, we arrived at 0350, ten mins early, drivers start collecting at 0400, when we called before leaving home, operator said driver will meet us at 0400. Driver called us at 0440 to say he arrived.

Disgraceful.