“An efficient and fairly easy service, the only boggle with M&G at Heathrow was the car park is very busy and difficult to get parked to drop the car off.”
“I was confused by your instuctions for getting to Meet and Greet at Heathrow. I thought the first page applied to all terminals and it had a postcode , which you said could not be relied on and to look for various signs, which I never spotted and I ended up going round in circles at Terminal 3. I was helped by a traffic officer who took me to Terminal 3 car park, but before entering checked my paperwork and told me I should be going to a different postcode at Terminal 5. I had tried to only print out the relevant instruction rather than wasting numerous sheets of paper, and did not realise that I should be following the intructions on the reverse page of what I had printed, which was specifically for T5. As I explained above the initial instructions seem general for all terminals and the then the post code follows which takes you to Terminal 3. I rang twice and your staff tried to help me and told me to go to T5 drop off but did not mention keeping to the left. I then had to ask for help at the entrace gate and they told me to enter and go to level 4. After driving up the car park I found I could not get to level 4 in the car, so rang again and was told to leave it on level 3 and take the lift up to level 4, noting where the car was on my ticket. I did this and eventually found the correct Meet and Greet at the very far end of level 4.
Luckily despite all the problems I just had time to check in and join the boarding which was commencing. After that the service was fine, and very efficient on return, with my car ready waiting for on level 4.
Could I suggest that your instuctions have seperate instructions for each terminal that can printed individually, without the general preamble at the beginning.
It would also be nice to get some feedback from you about this problem .”
Dear Dr Lenoir,
Thank you for your detailed feedback. I’m very sorry to hear how confusing and stressful your arrival experience was, especially with the time pressure before your flight.
It’s clear that the instructions caused unnecessary confusion, particularly regarding the postcode and the terminal-specific information. I appreciate you explaining this so clearly, and I will ensure your comments and suggestion about having separate, printable instructions for each terminal are passed to the relevant team for review.
I’m pleased to hear that, despite the difficulties on arrival, the return service was efficient and your vehicle was ready as expected.
Thank you again for bringing this to our attention.
Kind regards,
The APH Team
“Overall it was what it supposed to be, but a silly point couldn’t accept it at all, that while I am dropping of my car at terminal 2 why I have to give a call ahead of reaching in there and since I didn’t make that call I have to pay for the car park entry ticket? Why is that? While people travelling abroad lots of other important stuff to take care of rather than a last minute call you had to make some extra quid it doesn’t seems right as I’m already laying £128 and again another £8.”
“This service is provided by MBW M&G on behalf of APH. In terms of drop-off on departure and pick up of car on return the service is fine - by the time we found the pick up point the car was there. The problem is that the instructions given by APH and MBW conflict, the latter being generally more accurate although still suffering from the fact that there are signs for T5 M&G which is different. Furthermore the information we were given that the pick up is the same place as the drop off is not helpful when you are in the arrivals hall which is entirely different from the departures hall!”
“We were met on arrival and the handover procedure was quick and efficient. On our return our car arrived just as we got the Pick-Up point and we were on our way within 5 minutes. The driver helped us to load our luggage too. I choose APH regularly and have never been disappointed either with price or performance”
