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Communication was good in advance and we knew where to go and wait for our driver, but it was a full hour after landing before we found him because he had been waiting at the wrong place. The information booth helped us call the company and locate him. He didn't apologize and was texting furiously instead of helping us with our luggage as we walked to his parking place a ways off. His unfriendliness and lack of apology was not helpful in starting our family holiday in England. The way back to Heathrow was much better, though, using the same company and driver!
Company says they plan and watch flight so they are there when needed. Our driver was late. Had to call company to find out where and when they would be there. Like other reviewer, we used same company for trip from hotel to airport and had no issues and good experience. They claimed delay was traffic related, but they should have planned for that in my opinion.
For 5 people and price though it was good deal.
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