So disappointed! Complete waste of money and time. Don't bother with this company. We arrived at Luton Airport on time. Our driver was no where to be seen. We called the customer service number provided after 20 mins of waiting to be told the driver was 10 minutes away, no apology. A further 15 minutes went by and our driver appears, no apology or explanation for late arrival. He then makes my husband and I push our heavy luggage through the airport terminal out to the car park, up in the lifts following him so that he can pay for the car parking fee. We then push our luggage back into the lifts and follow him to his car parking level. He then so kindly, suggests we wait for him whilst he goes to get the car and will drive it up to the lifts area and to wait for him. No apology. We wait, another 10 minutes and the car arrives, dirty! Looks as though its his private car, I've caught Ubers in cleaner condition. We then make the our way to London City, a long drive, about 1.30 hours, not one word was spoken. Rude. We arrive at our hotel, and the driver informs us that there is no parking available at the front of the hotel at that moment and that he would let us out across the road. We then push our luggage across the busy road to our hotel. Please don't bother with this company. Catch the bus shuttle or even a London cab, same money and from experience, much friendly service.
Mixed feelings about this company. Booked both for arrival and departure transportation. When we got to the designated place to meet the driver, we could not find him. I called the company, very hard to understand the woman on the other end due to heavy accent. She said he would be there in 10 to 15 minutes and stay where we were. Did as instructed. After 15 minutes we called again, this time we were told the driver had been waiting there for us all along,two stores down! We went to find the driver, and he was there lounging back against the wall. I know we had positively already looked there when we first got to the hall. And why weren't we called?? After that, the drive to our hotel was uneventful.
Fortunately our departure transfer was seamless and pleasant. Driver was actually a bit early and notified the front desk to let us know he was there when we were ready.
THE COMPANY LOST MY BOOKING DESPITE HAVING MADE IT MONTHS IN ADVANCE....ONLY DISCOVERED THIS BECAUSE I CALLED 2 HOURS PRIOR TO ARRIVAL TO RECONFIRM THAT THEY WOULD BE THERE AND READY TO TAKE ON LOTS OF LUGGAGE AS I HAVE ALSO DONE WHEN BOOKING. I COULD NOT FIND ANY CONTACT INFO FOR VIATOR ANYWHERE SO COULD NOT CALL THEM!
THEY PROMISED THE DRIVER WOULD BE THERE BY THE TIME MY FLIGHT LANDED...WHICH HE WASN'T. WAITED 30 MINUTES ONLY TO BE TOLD THAT ALL OF MY LUGGAGE MAY NOT FIT IN THE VEHICLE.
THE DRIVER - LUGGAGE WAS PUT INTO THE CAR NO PROBLEM- DRIVER WAS A LOVELY MAN-FRIENDLY RESPECTFUL AND HELPFUL.
There was no one to meet me at Heathrow, although my flight was on time. There were other drivers from City Transfers UK waiting at arrivals who told me that my driver had just gone back to the car and would be back immediately. Shown to be completely untrue. After waiting for 20 minutes in arrivals, I called City Transfers and was put on hold for 9 minutes. When they finally answered, they told me to wait at a coffeeshop in the arrivals area. It was another 15 minutes before the driver finally appeared, saying he was waiting at the other end. Which, of course, makes no sense since the other drivers were waiting in the right place. Once he arrived, the driver was congenial and helpful and got me to the hotel directly. I would never use this service again.