“as we tried to leave the car park the barrier did not open. we used the buzzer and a rather rude member of staff told us he had no record of our booking despite giving him their own reference. He was pretty brusque on the intercom and told me he didn't have a booking so he could not let us out. He eventually sent a colleague to check my phone in person and he still woud not open the barrier. There were further delays despite his colleague giving him their reference again. He was told to take a photo of the booking on my screen as the first colleague did not believe either of us. So there were more delays while he received the photo and the took another 5 mins to lift the barrier- shocking service, basically he was calling us liars about the booking as his 'computer said no' despite us having all the proof he needed”
Dear Mr O’Neil,
Thank you for your feedback.
We are very sorry to hear about your experience when exiting the car park. The situation you have described, particularly the delays and the manner in which this was handled, is not the level of service we expect, and we understand how frustrating and upsetting this must have been.
Please accept our sincere apologies for the inconvenience caused. You should not have had to go through such difficulty despite having valid booking confirmation.
Your comments will be shared with the service provider so they can investigate this matter and address the issues raised, particularly around customer service and communication.
Thank you for bringing this to our attention.
Kind regards,
The APH team
