“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”
“drop off was simple enough, car was returned with a flat which I found out as I got to the off ramp, and they brought the car 20 mins before we called them so had to pay an additional £7.70 to leave.
pickup process needs to be clearer for customers, there's some conflicting instructions.”
Dear Mr. Fagan-Hughes,
Thank you for taking the time to share your feedback regarding your recent APH Meet & Greet experience at Heathrow. I’m very sorry to hear about the issues you encountered.
We appreciate your comments regarding the flat tyre and the early return of your vehicle, as well as the confusion around the pickup instructions. Your feedback is important, and we will review our customer instructions and processes to make them clearer and avoid similar situations in the future.
We apologise for any inconvenience and frustration this caused and appreciate your patience while we continue to improve our service.
Kind regards,
The APH team
“On arrival at the APH meeting desk, there were no staff present and at least three other customers waiting. This was despite us calling 30 minutes in advance, as requested.
After waiting five minutes, I phoned APH and was told someone was in the building and would be with us shortly. A further 20 minutes passed with still no sign of anyone. I called again and was told they would be there in five minutes.
Eventually, a visibly flustered gentleman slowly made his way to the desk, only to be met with chaos due to the queue of customers waiting to drop off. He explained that he was an agency worker covering both APH and MBW.
In total, it was 45 minutes from our arrival before we were able to leave — a far cry from the premium “drop and go” service that was advertised.
To make matters worse, I was then informed that I needed to pay extra to cover the short-stay car park fee, a charge that was only incurred because APH had no staff available when we arrived.”
Dear Mr Walls,
Thank you for your feedback.
We apologise for the delay you experienced at the APH meeting desk. Waiting 45 minutes after calling ahead is not the standard we aim to provide and we understand how frustrating this must have been, particularly for a “drop and go” service.
We also apologise for the additional short-stay car park fee you were asked to pay and appreciate why this felt unfair given the circumstances.
Please email us at reviews@aph.com with your booking reference and full details so we can carry out a full investigation into this matter for you.
Kind regards,
The APH Team
“The service was fine but not as convenient as I am used to with the official Meet & Greet service at Gatwick. For example, I was not thrilled having to pay for the parking when dropping off th car, which basically wiped any savings I made choosing APH instead of the official Heathrow Meet & Greet. On top of that, having to call when I arrived is also inconvenient and not something that I had to do before with other alternatives. The car returned quickly but it still inconvenient.”
“Busy at drop off o Level 4 but eventually found a space to car park and leave the car. Very quick with the administration as we dropped off the keys.
On arrival home, we called from departures and waited no more than 5mins for the car to be delivered.
We’ve used APH on several occasions now agnd never been disappointed”
“Once you arrive at the drop off area everything is good and it was efficient but the directions at the airport are non existent until you are close to the drop off area. The directions on the website are at best unclear and we drove up the ramp towards drop off but this was incorrect and cost us a £7 fee to drive around and then when we approached again took the alternative exit which eventually is signed
If they put a sign on the ramp it would be much clearer”
