“An absolute pot mess! My wife has a visual and movement problem, we have struggled with the rediculous changes accessing the main airport building after we leave the bus transport for the last few trips. Sadly on our return this time the weather was appalling, we were trenched to the skin after leaving the main airport to cross a wide open area to reach the bus, with no form of cover. My wife did speak to a man about the shocking situation there and all he did was make a joke of it, I have a walking stick too he answered ! Sadly it didn’t stop there, on leaving the bus to collect our keys, we had ANOTHER wide open area to navigate in the same appalling weather. A cement lorry was attempting to lay cement outside the building, crazy, it must have been too wet! Why oh why isn’t this being carried out in the Spring ?? At least if customers have to walk longer distances it would be drier weather , yes it will be busier BUT at least consider your customers who are not so able bodied.
We have been very loyal to Bristol Airport and Silverzone, sadly these new improvements are not working for us , we will use Newquay Airport in future , family drop us off ,ten miles, no parking up for three to four weeks twice a year and no open, hazardous areas to access the terminal, both ways ,in appalling weather conditions with absolutely no cover from the elements
Left 16 Jan- 13 Feb
Flight from Malaga arrived 12.30 pm”
Dear Mr Veale,
I’m very sorry to hear about the experience you and your wife had, especially given the weather conditions and the difficulties you described. I completely understand how distressing and uncomfortable this must have been, particularly with mobility and visual challenges to consider.
I’m also sorry to hear about the condition of the car park and the additional disruption caused by the ongoing works. This is certainly not the experience we want for our customers.
I have contacted Silverzone directly to raise this matter and request feedback regarding the issues you’ve highlighted. Please be assured that we have taken careful note of your comments and will be escalating your feedback accordingly.
Thank you for taking the time to share your experience.
Kind regards,
The APH Team
“Overall the services is good but the collection staff are not always helpful. We arrived and one member of staff was collecting the return slips from a number of people at the same time this meant that keys were not distributed in order and it led to frustration that people at the back of the queue were dealt with before those at the front.”
“when we collected our car both wing mirrors had been pushed backwards . We have taken a video
They will push back into a correct postion but only stay there for a while, once you shut the door when getting in and out they move. How do I go about seeking compension as something has clearly been broken and why would they have been pushed back in this way
Also I always keep my car in eco drive it had been changed to Sport mode, again why would this of been moved. This has been easily rectified but there was no need for it to have been touched
Sorry not to have gotten back before but I have been unwell
Await your response”
Dear Mrs Winter,
We are very sorry to hear about the issues you experienced when collecting your vehicle. This is certainly not the level of service we aim to provide, and we understand your concerns.
We would like to investigate this further for you so that we can look into what may have happened and work towards resolving this matter. Please could you email us at reviews@aph.com with your booking reference and full details, including your video, so our team can assist you directly.
We look forward to hearing from you.
Kind regards,
The APH Team
