London, United Kingdom
We were not met upon our arrival at LHR. After waiting 40 minutes we called and were told the driver would be there in 10 minutes. After another 20 minutes passed we called again and were told our driver was in the area. Another 20 minutes later we approached a rep from the transfer operator that was in the arrivals hall and he called only to be informed that our driver had already left with other passengers! That driver did offer to transport us but only after all his passengers had arrived and left with no other option, we agreed. As we were the last to be dropped off at our hotel we finally made it to our hotel 3 hours after our arrival in London. We have always used Viator in the past and have recommended Viator to our friends and family as well, but doubt we will ever do so again in our future travels.
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