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I booked the private transfer based on the image attached,, thinking we would get a professional, smartly dressed driver who would be wait I g for us on arrival after a very long flight.. When we arrived, no driver was to be found. I returned the phone call left on my mobile to be told the driver would meet us in front of Cost as coffee shop. Again no driver. I phoned them to be told they had trouble parking and would be there in 3 or 4 minutes. 10 minutes later another phone call to say the driver had forgotten to bring their identification board and they would connect us up to work out how we could identify each other. The driver was dressed in a hoody and shorts! Clearly a long way off what the picture alludes to. Once in the vehicle we tried to exit the car park when the driver had not prepaid the ticket. So we had to park illegally whilst she ran to the ticket machine to pay for the parking before we could exit. When you arrive from a long haul flight, this type of service is exactly what we did not want and would not use them again.
Driver was no where to be found and like experience a few days before for a different set of family members, a call had to be made and another transfer service representative actually helped with the call wish we went with that car service. Driver showed up but it was difficult to locate him. Like a few days before, he also didn't know what hotel we were going to when all that was pre-confirmed just a few days ago...I would not go with this service. Gave 1 star instead of none like the first time only 'cos driver did show up without a lot of phone calls.
Would have really been great if I had booked it for the right day I couldn't understand why I had a missed call from England the night before on my phone. I realized my mistake when we came out of the baggage claim area and there was no one there to meet us. I called the number I had, confirmed the mistake they told me we had someone there yesterday waiting for you and then I said in desperation what do I do now?!. The person on the phone said let me work on it and get back to you. It took him a little while but he finally found a shuttle transfer we could get on. He sent the driver to meet us in the terminal and we were on our way. All toll it probably was only about a 45 minute delay although in my head it felt like hours!. I appreciated the person on the phone working so hard to find us a ride that only cost us an extra 15 pounds due to MY mistake.
After an 8 hour flight, the driver was right there to greet us and take us to central London. He helped with our luggage and got us to the van and transported us safely. I was very pleased with all of our transfers. We were an all female party and we felt safe with all of our Viator drivers!