“I am very disappointed with my experience using APH. The gentleman I spoke to on the phone instructed me to go to Zone C, but as someone who has never been to Stansted Airport before, I found this extremely confusing and difficult to navigate. I ended up driving around multiple times trying to find the correct location, which was very stressful.
Eventually, I accidentally entered a car park while trying to locate the area. Since I had two cars with me, I then had to pay additional parking charges for both vehicles. When I contacted APH for help, I received no proper guidance or support. This was especially frustrating as I had already paid in advance for their service and expected better assistance.
I believe APH should improve how they guide and support customers, particularly those unfamiliar with the airport. Clearer directions should have been provided from the beginning—such as advising me to drive to the front of the airport first—this would have made the process much easier and avoided unnecessary stress and extra costs.
Additionally, when I made the booking, I was told that my car would be cleaned upon arrival. However, this was not the case at all. The car was returned covered in dust, which was very disappointing and did not meet the expectations set at the time of booking.
Overall, the experience lacked clear communication, customer support, and delivery on promises. I hope APH takes this feedback seriously and makes improvements for future customers.”
Dear Mr. Oluwadare,
We are very sorry to hear about your experience and the worry it caused you, especially when visiting an unknown airport. This is not the level of service or transparency we intend to deliver.
We truly appreciate how difficult directions like "Zone C" may be without clear guidance, and it's disappointing to hear that you weren't given the assistance you required when you called out. We further regret that this resulted in increased parking fees and frustration on the day. Your suggestions for improving directions, particularly for first-time visitors, are extremely helpful, and we will ensure that this is addressed internally.
We're equally disappointed to learn that your vehicle was not returned in the condition you expected. This is not what we expect to hear from our service providers, and we thank you for bringing it to our notice.
We would value the opportunity to look into this further for you and handle your concerns appropriately. Please email us directly at reviews@aph.com with your booking information so that we can investigate and assist further.
Thank you for your comment; it is greatly appreciated and helps us improve.
Kind regards,
The APH Team
“We would be reluctant to pay the extra for meet & greet again. The phone system is poor which means it's difficult to get through to organise meeting someone, we had to try 4 or 5 times before we were connected, which was stressful. When we arrived back at Stansted we had to wait 20 minutes for our car, it would haven't been as quick to get the shuttle to long stay,which have been cheaper”
“Very pleased with the service. Someone was waiting to meet us when we dropped off the car and it was delivered back to us very promptly on our return.”
“The entire process worked perfectly. Driver waiting for us when we arrived, and only a 5-minute wait for our car when we returned. It was way better than waiting 20 minutes for a bus that takes 10 minutes to get to the car park.”
“We had some problems starting our car on our return the lads were brilliant at helping us and were very courteous before we eventually went on our way. Without doubt a good decision to use the service and would recommend...”
