“Unfortunately when we arrived to drop our car off & entered our details into the machines our reservation was not found. We tried several times using our car reg,date,booking number & other different information.
A staff member came to our aid however even she had trouble finding our details on her laptop, even asking me to find my email even though I had printed out the paperwork which showed that you had confirmed my booking. it was very stressful , not a great start to our holiday when I had all the information to hand. There was also quite a few other customers waiting behind me adding to my anxiety that I was somehow causing this hold up. It's such a shame as I have used APH before & have had no previous problems. Staff also told me that this was a reccurrent problem so it would probably happen to me again & I sadly really don't want to experience this problem again.”
Dear Ms Webster,
Thank you for taking the time to leave your feedback.
We are very sorry to hear about the difficulty you experienced on arrival at Luton Drop & Go and the stress this caused at the start of your holiday. This is certainly not the experience we would expect for our customers, especially for returning customers who have used APH previously without issue.
We fully understand how frustrating it must have been to have your booking not immediately located on the system, particularly when you had all your confirmation details to hand. We’re also sorry that this was compounded by other customers waiting and the impact this had on your experience.
Your comments regarding the staff interaction and the comment about this being a “recurring issue” are also noted and will be passed on to the service provider for review, as this is not the standard of service we aim to deliver.
We really appreciate your feedback and will ensure this is shared with the relevant team to investigate and improve the check-in process. We’re very sorry again for the inconvenience caused at the start of your journey.
Kind regards,
The APH Team
“Process was quick easy and well organised
From dropping your car off to collecting your key sat the end, would definitely use again and highly recommend”
“Good service and value. However, the signs at the location were for Aiparks not APH which caused a bit of confusion. The confirmation email directions confirm Airparks, but most people won't read that. Apart from that all good.”
