“No problem with drop off or arrival - all very quick, with only a smal wait on the treurn into LHR. However, I was surprised that the process has now changed since I last used Edward Lloyd, and w ehad to pay for the parking ticket on entry / exit. May have made a difference to our choice to use Edward lloyd as it added an extra £15 I wasn't expecting.”
“Extremeley goodo customer service with these guys - sadly out flight was cancelled 2 days on the trot but they were extremely helpful and considerate during the entire process and sorted the car no problem - they will be my go to for meet and greet at Heathrow airport from now on.”
“Communication is poor and they demanded money be transfered via BACS to thier bank account after they took possession of my vehicle as they claimed it was a large vehicle taking up 2 spaces - my contract is with APH, not Edward Lloyd. There were at least 4 opportunities for Edward Lloyd to advise before drop off that there would be an additional charge (Friday's call, Saturday's calls, texts and by the driver who I collected in my vehicle) but this did not happen. They then called me 6 times between 0859-0903 whilst i was going through passport control to demand payment, this felt like harassment. Thre is nothing in the T&Cs about paying higher costs for a larger vehicle and the eventual outcome (2 weeks later) was that I did not have to pay the extra charges. Further to this, on drop off, they advised I had to pay drop off charges however they did not tell me this when I collected my vehicle. I had to text and ask if we need to pay on collection which they responded with no words and only a link to the heathrow drop off charge website, I assume this means that I did have to pay. Overall, a very poor experience.”
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and appreciate you explaining your concerns.
For clarity, vehicle size restrictions and any applicable additional charges are outlined during the online booking process and confirmed again in the booking confirmation email. The same applies to terminal entry and exit fees, which are set by the airport and are payable by customers when using the terminal car parks.
However, we can see that you have already contacted us about this issue and our understanding is that Edward Lloyd Meet & Greet agreed to waiver the charge for the Sprinter Van on this occasion as approved by the Manager.
Thank you again for bringing this to our attention. Feedback such as yours is important to us and helps us continue to improve our service.
Kind regards,
The APH Team
“We always use meet and greet at Gatwick airport and have never had any issues with any of the company’s that we use, always straight forward, but we found Edward Lloyd not the standards that we are used to, first dropped the car to Heathrow and was told by the driver we had to pay the exit fee of £8.00 and we would also have to do this on the return so on top of the parking cost we had to pay an extra £16.00. On return we had to wait for 20 minutes for the car to arrive at the airport not what you want once you have done a 11 hour flight. I would think twice on using this company in future as I feel that you could get cheaper with better service.”
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet the high standards you expect from a meet and greet service, particularly after a long return journey.
With regard to the airport exit fees, these charges are set by the airport and apply to all vehicles entering and exiting the terminal. We appreciate that this can be frustrating; however, customers are advised during the online booking process and again in the booking confirmation email that entry and exit fees for the terminal car parks are payable.
We also apologise for the wait time on your return. While we always aim to have vehicles available promptly, delays can occasionally occur due to factors such as flight changes, traffic conditions, or airport congestion. We understand how inconvenient this can be after an 11-hour flight and are sorry for the inconvenience caused.
We value all feedback, as it helps us to continually improve our service.
Kind regards,
The APH Team
