Dear Ms. Mochizuki,

Thank you very much for taking the time to share your experience with us. Reviews like yours are very important, as they help us to identify areas where we can improve our service.

We are truly sorry for the inconvenience you faced at Heathrow. Since your flight was a domestic arrival, the driver should have been checking and waiting accordingly with care. Unfortunately, in this case, it was a simple human error as drivers are often used to international arrivals, but this is not an excuse. We have already forwarded your feedback for review to help ensure that situations like this are avoided in the future.

We greatly appreciate your patience and understanding during this situation, and we are thankful that despite the mix-up you were able to connect with another driver and complete your transfer.

Thank you again for bringing this to our attention.

Kind regards,
Kevin
Airport Pickups London

Dear Ms. Mochizuki,

Thank you for your e-mail. We are pleased to hear that you were able to meet your driver successfully and that you enjoyed his friendliness and helpful guidance during your journey.

Our drivers most of the time use WhatsApp to provide live updates from the airport, especially in situations where parking or traffic may cause slight delays. We understand that this may come as a surprise if it is not expected, and we will make sure to clarify this better in the future.

We are also glad to hear that the driver made your ride more enjoyable by pointing out some of London’s sights along the way. At the same time, we fully take on board your advice regarding being prepared to make local calls, and we will continue working on making the meeting process as smooth as possible for our passengers.

Thank you again for sharing your experience with us.

Should you need any further assistance before your next journey, please do not hesitate to contact us.