- Shocking , I will be complaining officially. Drop off was fine when we arrived at Heathrow, no issues. However, when we returned, I contacted the team when we were off the aircraft to say estimate 25 mins. This was around 730am. I then tried to call to say a delay at passport control but no answer. When we got out I finally got through around 840am and the team said yes we are on our way, won't be long. (They are 4 miles away) no show. I called the team numerous times and after over and hour I called APH who tried to help (Gatwick team Anna) who then told us they are just leaving and will be 10 mins. Bottom line, at around 1015am my car arrived. The driver was pleasant and I asked him when he left, he said 10 mins ago. So throughout the whole morning, after a 14hr flight with 2 young children freezing, I was lied to for an hour an a half. Driver indicated that there was a new controller and having problems. I knew this prior to be being told. I myself was getting very upset and distressed as I had no car, the controller was lying to me every time as the car never left the yard, he blamed half term and road traffic (funny as no other customer was delayed and I even asked other companies and they hadn't had any problems. I will never use that service again (being the most expensive, I expected the best, in 20 years of using APH, this has now put me off ever using you again, if it was sub contracted out the MBW then the only way I would use APH again was if they refunded me the full amount. My girls were crying, wife calling her sister to pick us up as we were even thinking they had crashed the car or stollen. I didn't add that the controller said that he could call the driver to find out where he was. If you can take this as a complaint then great. If not I will be drafting it tomorrow. I hate complaining but this was disgusting.
Published on: 20 February 2017