I highly recommend never using this service. To begin with, the customer service from this company couldn't be worse; regardless of whether you follow their recommendations or not, the service is TERRIBLE. To start, when I went to leave my car at Terminal 5, I contacted the company and informed them of my arrival time, arriving 5 minutes early. When the driver who came to collect my car (50 minutes after the scheduled time) told me I had to pay for parking (which cost me £11.50), I thought it was absurd because I had already paid for parking, but I paid anyway because I had a flight to catch and couldn't be late any longer. On my return, my experience with this company was even worse. I contacted the company as soon as I went through passport control, and they asked how many people were in our group and said they would send a driver to pick us up.I was tired and didn't pay much attention when he said he would be sending a driver to pick us up at Terminal 5, as I had paid extra to have my car delivered to the airport. My flight arrived at 6:30 am and the first driver (that's right, they sent two drivers) only arrived around 8 am, saying he would only take one person to where my car was and another driver would arrive in 5 minutes to pick up the rest of my family. When I questioned the driver about why he didn't bring my car to me as I had paid, he said that unfortunately he couldn't do anything because he was doing a favor for a friend. Then he took my daughter and son-in-law to a free Holiday Inn parking lot about 4 miles from the airport to pick up the car, and I had to wait for more than 30 minutes and make many more calls to this crooked company to find out where the second driver was, having to beg for an address or contact number to file a complaint, but the only answer I got was that the driver was on his way and they hung up.In short, my daughter returned from the Holiday Inn parking lot before the second driver to pick us up at the airport. My car was covered in dirt inside, the wheels were all dirty with dirt too, and someone had driven my car for 34 miles (I photographed the dashboard when I handed over my car and then when my daughter picked it up). My phone charger, which had been left in the car, was missing. While I was taking pictures of my car, the second driver arrived to pick me up and take me to where my car was supposed to be (a very friendly and polite driver). He told me that a friend had just called him asking him to do a favor by picking up some people at the airport and taking them to the hotel.What a terrible company this is! I already know I won't get a refund for the service I paid for, but I feel obligated to inform you to be careful with this company. I still don't understand how companies like Holiday Inn and Heathrow allow people to associate their image with a company like that.
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