“Always great service from Edward Lloyd, they are my go to meet and greet at Heathrow and I have used them loads of times over the past 3+ years.
This was the first time they looked after my new defender, it was only taken to the off airport carpark and then back to the terminal, it was as clean as I left it and had not been taken anywhere else.
You can trust them with any car / van and it will be looked after, no need to worry !”
“Dear Sir / Madam,
I am writing to formally lodge a complaint regarding the valet parking service I used between 10 February 2026 at 3:00am and 1 March 2026 at 9:00am.
When I handed over my vehicle on 10 February, everything was normal and there were no issues. However, the experience when collecting my vehicle on 1 March was extremely disappointing.
On the morning of collection, your staff contacted me to confirm whether I had landed, based on my flight arrival time. I confirmed that I had landed. From that moment onwards, I received repeated phone calls asking for my exact arrival time at the car park. I had already been updating your staff at every stage, yet the continuous calls caused unnecessary stress and made me feel rushed and pressured after a long flight.
According to our arrangement, the agreed collection time was 9:00am. In fact, I exited the terminal earlier at around 8:00am, which was already ahead of schedule. Despite this, I was repeatedly contacted and hurried.
When I finally collected the car key, the staff member handed it back to me without any courtesy, greeting, or basic professionalism, and left immediately. The overall attitude was impolite and unprofessional, which fell far below reasonable customer service standards.
I believe that as a paying customer, I should not be made to feel pressured or inconvenienced in this way. I hope you will take this matter seriously, review your staff’s conduct, and improve your service standards to prevent similar incidents from happening to other customers.
I look forward to your response.
Yours faithfully,
Vincent Ying
07311983856
T.s.ying1987@gmail.com
Booking ref: LN55Q”
Hi Mr Ying,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience when collecting your vehicle.
We understand that returning from a long journey can be tiring, and the repeated calls you received would understandably have felt frustrating, particularly as you had already been providing updates on your arrival. We’re also disappointed to hear about the way your keys were returned, as the level of service you describe falls short of the professionalism we expect from our parking partners.
Please be assured that we have forwarded your complaint to our contact at Edward Lloyd Parking and asked them to investigate the issues you have raised.
Thank you again for bringing this matter to our attention. We will be in touch once we have received their response, and we apologise for the disappointment caused.
Best regards,
The APH Team
“Overall a positive experience, however it's unclear when booking that both entry and exit car park fees have to be paid by the customer (£15.60) which makes this service less competitive, which was why we chose it. Car returned undamaged and mileage unchanged. Efficient pickup. Thanks!”
“Perfect service:) I've used Edward Lloyd several times now and they're always ready to collect my car on arrival and my car arrives the same time as me on my return. Their service is more personal to others I have used previously, greeted by name when I phone and welcomed with a warm smile in the car park both ways. Would highly recommend.”
