Registering and directions were spot on and drop off was seamless. Pick up was a nightmare. Yes, our plane was late, but you pay the money as they say they monitor flights to make sure your care will still be there when you arrive. When we rang the pick up number, the person on the other end rang off midway through the call. When we got to the office our car was nowhere to be seen. The initial story was that our car might be at Terminal 5 (we were at 3) as some Iberia flights had supposedly been diverted there-not true. As time ticked on with no car in sight it turned out that it was simply a case of no-one retrieving our car from where it was stored ready for collection. Forty minutes later the car arrives with a grumpy driver. The man on the desk tried really hard to sort things out and offered us seats in the office with cups of chilled water but I think that the problem wasn't really his as there was something more systematic wrong with this 'service'.
Based on this experience I wouldn't use this service again and would save the extra cost and park the car in a decent onsite car park myself. Not what you need with two children after a seventeen hour flight! Very disappointed.
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