transport to heathrow (with requested child seat) was fine. however on the return journey, despite speaking to the dispatch office hours before our pickup to inform them our flight was delayed (the dispatch officer confirmed they would be tracking the flight), on our landing i received a text from the driver saying he was waiting and immediately tried to call him to let him know we had just landed. i couldnt reach him so i called the dispatch office who said they would let him know we had landed. when we came out with our bags, there was nobody waiting for us - it appears the driver had just left without letting us know, and when i tried to call the dispatch office (which is a 24/7 office), my number had been blocked. big fail- we were stuck at the airport with a small child at 1am and it took us over an hour to get another taxi because of how many people were searching for them. definitely a farcical service. better to pay a little more for a proper service and not worry about getting stranded.