“Drop off was fine. The rep gave clear direction on how pick up was to happen on our return. Drop off was in an convient location and there was no hassle.
Pick up was different, we landed at 0230 as arranged. The direction was to ring the number given on a card as soon as we had collected our bags. We rang over 15 times, no answer. Really disappointed. My family and I moved to the pick up point to see if we could find a rep. No rep.
I eventually spoke to a rep from a different company. Who then 'phoned his mate' at APH. I was informed that the phone lines were down and had been for 6 hours. Thats why we couldnt get through. We had no notification of that or what the contingency plan would be.
We eventually received our Car at around 0400. We had waited over an hour in the cold with my young tired family.
The whole point of paying for the valet service was so we could get our car quicker and be home sooner. There was no one there to meet or greet us.
I was late for work later that day. My children were cold and miserable. My Wife was upset with the delay. I was massively disappointed.
Your rep at the pick up didnt apolgise for the delay.”
“Drop off and pick up were very easy, quick and efficient. The drop off staff member was very informative and helpful. When my flight was delayed / cancelled, I emailed the customer services who were not helpful and told me I need to ring (I was in a foreign country so couldn’t) but was happy when the pick up later on the day I paid for was fine! My only comment, on pick up after a flight cancellation, delay and landing late at night, the staff member just handed me back my keys and walked off, two 5ft females trying to put cases in the car and no offer of help, also when I got back into my car (which I had professionally cleaned before going and I am a non-smoker) my car absolutely STANK of cigarette smoke. I had to drive home with the windows open and spray some perfume.”
“It was perfect! We arrived, someone was there to greet us, took the car off me and we were on our way. On the way back, called them, car was there very quickly, handed over and we were on our way back home.”
