My flight arrived 20 minutes early into London. I had requested to be collected 45 minutes after landing. I was at the arrival hall 40 minutes after landing, but no driver was there. I called the company who said the driver was 15 minutes away. 25 minutes later I had to call the company again, and the driver then appeared at the same time. Many other cab companies seem to monitor the arrival time if the flight better than these cab company did. The small print mentions heavy additional waiting charges if the driver is kept waiting beyond the requested pick up time. I was kept waiting 20 minutes over my stipulated pick up time, but the cab company did not offer me any kind of discount. This seems one sided. The driver and car were of a decent standard. My only complaint is the waiting time and lack of offer for some compensation from the controller when I called the cab company twice.