“The drop-off process in itself would have been 5 stars - quick and straightforward with a friendly greeting. The pick-up, however, was not good. We arrived around an hour later than planned due to a delayed flight. The instructions at pick-up were to go to the automated kiosks and scan a barcode on the ticket. Both kiosks were out of order. So, to reception. We were told that our car wasn't there yet. Why? "We are very busy". Even though we are now well over an hour after our pre-arranged pick-up time. We have baby twins and a six-year-old. I assume that all the flights are scheduled so they should not be taken by surprise by any of them, particularly as people pre-book this service. Is it just disorganisation, I wonder? Anyway, we had to wait 20 minutes, with no seats. My other half had to sit on the floor and feed the twins to keep them quiet (as the reception had 6-7 other people who were also waiting for their cars). The six year old was alseep in the twins' pram. I complained to APH - who I booked the parking with - but was given a response which essentially amounted to "not us, guv" ("This is in line with our Terms and Conditions, section 6.1..."). When the service works, it is great. But, on this occasion, when we needed our car to just be there after a delayed flight and it being after midnight, when we wanted to get our kids home, it wan't great. And "We are busy" simply isn't good enough.”
“Easy to navigate to and helpful staff, my only criticism would be when you arrive back from your holiday the information about where to go to collect your car keys could be a bit clearer.”
