“My first time using your company was not a good experience, When i arrived to park car the attenedant told me to wait with car by small hut at row L which i did , the weather was terrible at 6am 9th jan it was snowing so i waited in car but after 15 mins I was fed up with waiting because the attendant did not come to my car for instruction of where to park, i got out of car and went to the black guy attendant who was still seeing in cars through barrier, i asked him what is going on as i have been waiting for some time for further instruction and he said have you parked your car yet, I told hime he told me to wait by the hut with car, he seemed harrased by all the cars arriving so i went back to car and eventually found a space in row L the last one. then waited for bus to take us to airport, we had missed one because of all the confusion so had to wait in total 35 mins in freezing conditions.
On return there was more problems we got to our car and found that another car had parked so close to our drivers door i could enter my car by the drivers side, the idiot who parked their car so close should be banned from your site, after getting in to our car through the passenger side I am 76 yeras old and my wife is 80 so not easy for us. started the car and made our way to barrier but barrier did not open, i backed up the car then went forward again but still barrier did not open, i started to feel a panic setting in and got stressed out, then a bus pulled up behind me to make things worse, I did not know what to do but luckily you had a differnent attendant on that night who came to our rescue, he said the barrier is not lifting because upon errival on the 9th jan my car was not registered on the system, he did not know why, luckily we had our APH reciept and reff to hand to show the guy and then the barrier was lifted. So not a very good experience for us . I feel I have been generous recomending your parking to others only because my son used the parking with no problems on another occasion and he recomended your parking to us
From Mr Ralph Pope
167 Long Lane. UB109JN”
Dear Mr Pope,
Thank you for taking the time to share your feedback. We are very sorry to hear that your first experience with us was stressful and did not meet the standard we aim to provide.
We sincerely apologise for the lack of clear instruction on arrival, particularly given the early hour and poor weather conditions. We are especially sorry for the long wait, missing the shuttle bus, and the time spent in freezing conditions, which we fully understand would have been frustrating.
We are also very sorry for the difficulty you experienced on your return, both with access to your vehicle and with the exit barrier. We are grateful that our overnight attendant was able to assist and resolve the issue once your booking details were shown.
Your comments have been shared with the relevant teams so that we can review staff communication, parking practices, and booking system checks to help prevent similar issues in the future.
We appreciate you bringing these matters to our attention and regret that your experience on this occasion did not reflect the positive service your son received.
Kind regards,
The APH Team
“The booking process was smooth and straightforward, and the auto check-in was great. Though there were only a few interactions with the staff, they didn’t come across as very friendly, except for the driver who took us to the airport in the morning. Also, the floor markings in the parking area were unclear.”
