London Heathrow Stopover - Personalized Half-Day London Tour

We have hired chauffeurs in several countries and this was the worst! Customer service was terrible. Driver swapped last minute without notice and no one answered at the company. The driver that did arrive was nice, but wanted us to go to the uber spot when we were paying for airport chauffeur service because we had limited time and didn’t want to waste it being lost at LHR. His driving was reckless and we were terrified the entire time that we were going to crash and die. He didn’t run the AC the whole time and two of us were car sick. The van arrived with a scratch and dent. The driver did not plan a pick up point at our one and only stop in London so that was frustrating and chaotic. We should have hired an uber at half the price. Don’t waste your money.

Driver Abdul 5/5, the company itself/manager Abusheck 0/5. Firstly, they wanted to charge £200 to transport to a hotel outside of central London, the uber we took cost less than £50. Secondly, the booking site only allowed for the flight info for 1 person. When my friend and I landed, we realized that we were in 2 different terminals. They then told us that there would be a 50£ fee for that, in cash, even though it’s not listed anywhere on the booking page. It seemed like they were nickel and diming for everything even though the tour itself is already expensive. Thirdly, and most importantly, I sent an email through the same thread that was emailing me with updates and then the driver informed us that the manager would like for him to pull over and speak with us. The manager then over speaker spoke with the driver and told him that he received a negative email from the client (me) about him being late and the driver told the manager he was at the airport at 7:12a - the driver was not in the terminal when I got out of customs and I had to reach out to him to find out where he was which took over 15 mins to find him in the parking garage which is not what was told to me before arriving in London. The manager then started to berate me and my friend and told us that he would have the driver drop us off at the nearest tube station or gas station due to us sending a email “full of lies” to his contractor and that he’s been in business for 20 years and had never had someone lie on him and his company and that he’s would not be refunding us any money and would not be sending an email to explain why our tour is being cancelled and there was no one else we could talk to due to it being a Sunday morning. For reference the email I sent to the company asked for clarification of the fees and to inform them that the driver was late and that the timing for our tour was off due to this. I attached screenshots to my email that the manager claimed was full of lies and it included time stamps showing that the driver was not at the terminal when I arrived. I also took a video of the manager basically telling us he’s stealing our money. The driver did end up trying to make things right but the manager was absolutely the worst I’ve ever seen with an international tour for tourists.

I understand it’s Christmas and all but we booked this tour and paid in full.. A couple days before the tour they emailed me asking for over $200 more via PayPal as a surcharge for it being the holiday. We got to see a few sights and then when he dropped us off at the hotel he requested us to refund him the parking fee for picking us up at the airport. It’s literally a half day layover tour of London. Not worth the money or hassle