R Taylor´s profile

Reviews (2)

MGP Heathrow

Very slow to return our car with no reasonable excuse.

On arrival at Terminal 3 I collected my luggage then contacted MGP as per their guidance document. The call taker said that I would have up to a 20 minute wait due to the conditions!! In the end this turned out to be just over 30 minutes. On leaving the car park we discovered the roads were dry, clear and the temperature was well above freezing. My flight was on time and Heathrow was operating as normal.
I frequently use Valet parking and this is the worse service I have received. In line with MGPs feedback email I contacted them for an explanation to this delay before leaving anything but 5 stars, but unfortunately they sent me a very generic reply even suggesting that my car needed defrosted!!

We arrived back on the 17th January which was before any snow at Heathrow.

25 January 2013

Reply from mgpheathrow.co.uk

Dear Mr Taylor,

Your case has been escalated to me the company director. I have reviewed the earlier response and agree that it was not satisfactory, as such all persons involved with your recent parking contract will be requested to submit to internal review.

In line with our commitment to the highest level of customer service I will email you directly with an offer of a free parking contract in the future in order that we might have the opportunity to impress and make good on our recent poor performance.

I must again apologise for this poor service, and for what appears to be an even worse response in dealing with your issue.

B Babister
MD

Further to conversations we have offered and agreed to supply MR Taylor with some free parking in the future to which he has agreed.

Copy of last correspondence as below

Gill

I appreciate the offer of 12 days complimentary parking and I will indeed use this when we next have reason to travel from Heathrow.

The service that I initially received was first class, in that we were called on our way to the airport and the driver was waiting for us to arrive. My annoyance was on the return trip when the reason given for the delay was very obviously not correct and the explanation email was generic even suggesting that my car had to be defrosted!. I was disappointed as when I have used your company previously everything has gone smoothly.

Thank you for your help.

Regards
Richard Taylor

SkyParkSecure

No problems at all

Driver turned up fairly promptly to collect our car and on the return was there after a couple of minutes also. Wait both times was around 5-10 mins.

I would use again.

R Taylor´s profile

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R Taylor
Reviewer
United Kingdom

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