I used this service 3 years ago and decided to use them again for my recent trip to London. Pickup from the airport was prompt, car in very good condition. For my return trip to the airport, they sent me a reminder email near to the date and I asked if they could move that back by 20 min which they immediately did. On the day itself however, the driver was abit late when picking me up from a very prominent hotel in Russel Square. When I phoned him to ask where he was, he said he was very nearly there but it took a full 9 min before he finally arrived. While I still got to the airport on time, I wished he was on time or arrived 2 min before and not 10min late. I was short on time to go to the shops I had planned to as it took me at least an hour to reach Heathrow. I will still continue to use them and hope all drivers make an effort to arrive slightly ahead of time.