A truly horrible, horrible experience! If there is any change to the reservation because of Airline issues, it will not work with this company. Our flight from Heathrow to Glasgow was canceled. Trying to reach this company was a nightmare! The emergency number on our documents was only for issues with finding the driver, not for changes to the schedule even though it clearly states on the documents that if there are any issues with pickup to call that number. Another phone number on the document was used , and the man I spoke to was very difficult to understand, but did manage to get out very clearly he was not going to make the change, and I have no idea if he was even the right person to speak with. After several attempts at using the phone numbers that were given to me and several emails to the support team at this company, I spoke with agents at Viator twice. The first agent, Leo, was helpful, but to no avail, because he gave me the same number I had been trying to use to reach them. The second agent, Chona, worked very hard to reach the company and make the change for us. Without knowing it, she had put me in the call and I heard everything she tried to do with the person she was talking with. She was told the change would be made, and she sent an email to that person and me confirming the change. I commend her attempts, but I knew from the lackadaisical way the man she was speaking with spoke, he was not about to do anything. She had asked that they confirm they knew the changes by sending me an email, but I never got an email or phone call or text indicating they were aware of the change and someone would be there to pick us up from the airport. And once we did arrive in Glasgow, there was no text that a driver had been there or was waiting. Without a doubt, we are now going to have a fight on our hands to get our refund.
The only positive thing about this experience was we did get a text while we were sitting in the airport waiting to hear from them that they got the change. But the text was from the original driver for the original pickup, Hamish, to confirm the status of our flight. I informed him of the change and that I was waiting to hear from the company, and I asked if he knew of anyway I could reach them other than the emails and phone number that I had already used, but unfortunately, his only advice was to email. Hamish was doing his job, which is explained in the confirmation, by texting the customer to find out airline status. Unfortunately though, when I explained the change to him, he informed me he would not be the driver for the later arrival.
In addition to using the nightmare that is called British Airways, this is not something we needed at the end of our trip. DO NOT USE THIS COMPANY!
We booked Airport pickup for 5 people and luggage from Glasgow to the city centre. They were there on time the driver was nice and met us at terminal just after baggage claim, the van was clean and spacious enough for us. It was $105 CDN for the trip, including taxes tip and any additional fees. I tried to book the return from the city centre back to the airport the day before our return flight. To my surprise the price was now $137 US. Told them to forget it and the Hilton (1 William street - Awesome hotel!!) booked a van for 38 Pounds all in ($65cdn)