I have never given a bad review, but I had a bad experience with Hummingbird. As far as i'm concerned they are thieves. I booked a pick up at Heathrow for 2:30 - an hour after my plane was due to arrive. For some reason Customs was completely backed up, and i was only half way through the line by 2:30. I called the office and told them that I was on line. The man who answered the phone's English was not too good, but he assured me that they would wait and that my driver would meet me at COSTA across from the exit. I got out after another hour - bleary from an 11 hour flight. There was no one there - actually there were thirty or forty guys there - and i walked up and down looking for fifteen minutes before I called the office. They didn't pick up the first two times i called. When they did pick up They told me the driver had left and they had emailed me. i had turned my email off as my phone was low on juice and they had said there was no problem. They said they had called but i had no record of any missed calls. Then they said they were charging me as a no show because the driver had waited over two hours. I had asked for the pick up at 2:30. It was 4:15 when I called. They were counting the time from 30 minutes after my plane was due to arrive no matter what time i had asked to be picked up. When I finally got the email it was sent at 3:40, and hour and ten minutes after I had asked for a pickup. The only thing they offered me was to get picked up if one of their drivers had a no show. It was the height of rush hour. I told them that i didn't think they should charge me; i wasn't a no show. The guy agreed but said there was nothing he could do, they had a policy of two hours late and the customer pays. After heated discussion said that they would refund my money, which had been paid through paypal. They did not. They were far more concerned that their driver might get a parking ticket than they were for the fact that they had stranded a customer. I ended up taking the tube to Northern London. I wish I had done that to begin with. Even though it was not my fault that we were held up in passport control, they have charged me the full 70 pounds. I think they are badly organized, overbook their dirivers and do not know what they are doing. In ordinary circumstances they may be fine, but don't count on them in a pinch. They are counting on people not prosecuting.