“I have used them for many years now and always had great service However this time it was poor, I had to wait 25minutes for my car to be returned and then found d they had adjusted my steering wheel.
It is a great shame as they have always been great upto now.”
“Two quick points. I didn't like the model of ILM&G - you have to call them from the motorway and meet them in a random unmarked busy spot next to the terminal (LGW). There's no meaningful signage, it's really easy to miss the drop-off or get confused and go to the wrong place (we did both of those, wasted 30 mins, and missed breakfast). So the overall model is weak, hard to navigate and not seamless even when it works as intended.
Second point is that their business is brittle - we returned the day after the UK's Aug23 NATS problem, so ILM&G were busier than usual. We called as instructed when we had our bags and were told to proceed to the meeting point, which we did. We stood there for 50 mins with three increasingly restless kids, being fobbed off by the call handler, until our car finally arrived. At one point we were given a 6 minute warning, and the car was actually 15 mins later.
To be clear - I would have understood being told "we're snowed because of NATS, go and get a coffee and we'll call you when we're 10 mins out". Annoying but at least we would have been indoors with cake. Instead we were left uninformed and helplessly waiting with nowhere to sit, by the side of the road.
If it had been colder, or raining, or our kids younger, or us older or with impaired mobility, or on a deadline to get home, the situation would have been really unpleasant.
So for all these reasons I will never use ILM&G again, I will not recommend them, and I will repeat the above tale whenever myself and my friends are swapping airport horror stories.
Suggestions for improvement: (1) at busy times, station helpful people in uniform at the meeting points - or at least circulate on a scooter to give a bit of 1-2-1 reassurance, (2) more training for the call handler, (3) have an arrangement with a nearby coffee bar to authorise freebies or discounts to stuck travellers, (4) be proactive about prepping cars based on flight arrivals, and use outbound SMS/notifications, so people don't have to call, (5) have a B2C app so customers can get live updates instead of having to call in to ask "where's my car now?"”
