As It relates to the actual drive from the airport to the hotel I would rate very good. We did not encounter any traffics stoppage. However, customer service was lacking. Unfortunately, I do not know what our driver name is because he didn’t introduce himself. I would describe him as an older gentleman. No one in my party saw him until we were considering obtaining further transportation. He appeared from around a group of people and we approached him. He didn’t welcome us to London, offer to assist us with our luggage. He basically indicated with his hands to follow him. His other conversation of minimum words was when we confirmed he was driving to the correct hotel. During the 45 minute ride, he did not say a word. We arrived at the hotel, he removed our luggage (backpacks) from his van, and placed them on the ground. Please note my husband indicated he would go inside the hotel to obtain the luggage cart. The driver wasn’t courteous enough to wait. After I paid him, which only included a minimum tip (of which my family said he didn’t deserve), he stood around and looked for a few minutes and left. Within the last 1-1/2 weeks, my family and I have encountered eight (8) different services for arranged transportation. We have nothing, but excellent reviews for all companies and drivers. And although my communication through email with London Heathrow Taxi service has been excellent, this driver has left a stain on the company name. If employee training includes customer service, I think a refresher course is required. I wouldn’t recommend him as a driver for anyone.