I absolutely regret this booking and wouldn't recommend it. I only booked it as the reviews were excellent and I was traveling with luggage and a child and did not wish to travel by train both Gatwick express and Heathrow express are good and wanted someone waiting when we arrived as we were travelling 20 hours over 2 days. Instead no one was there when we arrived. When I called the local provider he told me that the car was stuck in traffic and would be 20 minutes. The dispatcher didn't sound apologetic at all. I was exhausted 9 hours of travel and annoyed and he instead sounded like i was bothering him. After another 25 minutes I called back. He sounded even more annoyed as he told me it would be another 10 minutes. I was not amused and very frustrated. After 15 minutes I picked up my phone to use Uber, and then the driver arrived. I don't recall the driver apologizing, although he was did help with the bags. The usual 45 minute transfer became an approx 90 minute transfer as we were now stuck in rush hour traffic. The driver dropped me off and left without saying goodbye. I honestly was shocked by the lack of customer service, as i have never had a bad experience booking viator before.
This is the 3rd time we have used Viator as a transfer service--the other times were in Rome and Hamburg. There has never been a glitch the driver is there waiting. I highly recommend this service wherever available! In this case, we transferred from Heathrow to Gatwick, and it was definitely worth the price. I will continue to use Viator in this capacity!!
Driver was prompt, had my name printed clearly at the arrivals hall, and was charming on the travel from Gatwick to Heathrow. Would recommend this for inter airport service if you have big luggage and do not want to deal with shuttles. It is not the cheapest option, but certainly is the most comfortable. We were picked up in a very nice Mercedes too.
What a relief to see the friendly, professional driver waiting for us outside baggage claim! After arriving at Heathrow we had limited time before our next flight left from Gatwick - not to worry! The driver was efficient and the ride very relaxing. We made our next flight to Dubrovnik with plenty of time to spare and even got a few sightseeing tips from our Croatian born driver!
We originally booked a transfer from Gatwick to Heathrow. Once Viator realized that we were not arriving on the transfer day at Gatwick, but were visiting friends nearby, Viator offered to arrange pick-up at the home of our friends. The extra service cost a little more, but was well worth it! The driver was prompt and got us to Heathrow in even less time that we had allowed. There was a little confusion over the pick-up address, but our friends spoke to the driver and gave him directions (he was only about two blocks away). All went very well. Thank you Viator!
Two older ladies first trip to London was made so much easier with our driver. We felt very safe and secure. He met us and took over our bags, held the door, loaded our luggage, gave us inside information on the area we were going and was a total gentleman. I will request him when I am back in London. He was very professional.