“Used APH across the country for a while and the Stansted one before and the service was a good as ever.
Close to the airport, easy to pull up and drop the car, swift drive over to departures and just as easy when coming back to collect the car. Top service!”
“Parking really easy and fast drop off.
However the driver was really rude when landing back to London saying that “ he wished people would leave stuff alone “ I had to move the seat to get in the back of the van ( myself ) and the moaned at me for doing it…. Real shame as I’ve used APH a lot”
“Been using for ten years now and it's still good but needs a few less pot holes in car park wet feet on an airplane not good.But Will still use it as it best service ever.”
“Parking from hell. Used it first time, so far knew only the APH Luton locations, which are very nice, but definitely never gonna use this one any more. It's not that the parking area surface is like an off-road track and is made mostly of potholes and puddles of dirty water and mud, it's not the minibuses that look like they still remember good old Maggie, but it's the staff (lack of) friendliness and poor attitude.
So on my way out I was dropped off at Zone C in front of the airport and was handed a note with a phone number to call so the driver will come and pick me up. The note was also saying to go to Zone C. So when I returned, I gave a call to that number and was told to head to Zone C and look out for the van with a big red heart on its side, and that the driver should be there in 5-7 minutes. So I did, I went to Zone C, stood on the corner at its entry and looked out for the coming cars, which were loads of them. After about 12 minutes of such waiting I became more and more nervous, after 15 minutes I started to think whether I should try to call them again, but dropped that thought as I though they would probably just tell me that the driver is stuck somewhere on the way and should be with me any minute, and eventually after 17 minutes I was approached by a driver with my name displayed on his phone, who asked me whether it was me, and told me he'd been waiting for me for the previous 10 minutes already, but in Zone B. When I asked him why he didn't come to Zone C, where I was waiting for him because I was told to, he only said he came wherever he could (most of the time I was waiting at Zone C there was lots of space there), and that if I couldn't see a big red heart on the side of the van (it was after 11pm, so dark already, I was after whole day of travel, and there was a lot of cars driving everywhere so it was not possible to see them all, so I just focused on looking out for the ones coming to Zone C that would have big red heart on them), that's not his problem.
When I tried to complain about that and about the driver's rude behaviour in the 'office' in the car park, to some 'manager' on duty, the attitude I was presented with was mostly trying to suggest that it was all my fault and that they had done everything properly, despite their previous instructions, and kind of suggesting that I must have been some sort of dumb if I hadn't seen a van with a big read heart on its side (I saw it only from its front, not its side, but the guy asked me why didn't I just walk around and look). I tried to argue the case but after about 0.5h I gave up as it was clearly a waste of time.
So, in the fiture I am definitely going to avoid that car park and will even prefer to go somewhere more expensive, but with the right customer attitude. The money I paid was not worth my nerves.”
Dear Mr Kudla,
Thank you for taking the time to share such detailed feedback. We’re genuinely very sorry to hear about your experience and for the frustration caused, particularly after a long day of travel.
We apologise for the condition of the car park and the impression this gave, as well as for the shuttle vehicles not meeting expectations. We are very sorry for the poor communication and conflicting instructions you received on your return, which clearly led to unnecessary stress and confusion. Being directed to one zone and then told the driver was waiting elsewhere is not acceptable, and we fully understand how upsetting this would have been, especially late in the evening.
We are also sorry to hear about the attitude you encountered from staff, both during collection and when raising your concerns on site. This is not the level of customer service we expect to provide, and we apologise that you were made to feel blamed rather than supported.
We appreciate you bringing this to our attention, as feedback like this helps us identify where improvements are needed. If you would be willing, please email us at reviews@aph.com,as we would very much like to investigate this further for you.
Kind regards,
The APH Team
