"The driver never showed up at Heathrow…"

The driver never showed up at Heathrow airport. Unfortunately, I had booked the taxi online via Onward Travel Solutions- also known as Airport Taxis) to pick us up after a long flight back home. The driver was not aware of our booking when I called. OTS merely passed the buck back to Xpress Airport Transfer who were the company fulfilling my booking(even though OTS took my money and are ultimately responsible). Finally, I spoke to the owner/ manager of Xpress and he apologised- but he had the cheek to suggest that he was booking us an Uber and keeping our money (including Meet & Greet fees) - I had already checked that Uber was almost £30 cheaper if I booked directly. So I demanded a cancellation & refund. I’m still awaiting my refund to come through. Completely hopeless and greedy behaviour to boot. They should as a minimum not have tried to charge the same fees if they were getting me an Uber for much less money. Uber came within 10 mins - I will use Uber from now on.

"Punctual"

Punctual, polite and professional service

I highly recommend them

"Disgusted"

Although paid in full in advance failed to pick me up from Stansted Airport even though full flight details were provided at the time of order with my full payment. Waited over 30 minutes after Stansted Airport information telephoned this scamming company who informed Stansted Info they did not know where their driver was but to wait by WHSmith store for collection. These scammers refuse to refund what is due me. Be aware this company not only defaults on their contract but their charge is £26 higher than Stansted Airport Approved Taxis (Street Cars). I made the mistake please be warned. THRILLED to add that my Bankers have made a full recovery of the money I paid to Onward Travel Solutions. It has taken time so BEWARE AND AVOID

"Misleading info on booking page"

I booked a taxi from Heathrow for three people and three cases. The website said the car would be a VW Passat, Ford Mondeo or equivalent. In reality, it was a (smaller) Toyota Prius and our luggage (narrowly) didn't fit. The company didn't apologise for the misleading information on its booking page, took absolutely no responsibility for the mix-up, and I ended up waiting and paying for a second taxi. There was no refund or even partial refund for the taxi I had booked, even though it never made the 80km journey that was planned.

This experience was the last thing needed after a longhaul flight. They have pointed to information deeper in the website with more information about number / type of cases, but this is not at all obvious from the booking page where the car type, in particular, is thoroughly misleading. The booking page only mentions the maximum weight of the cases, not the dimensions - not that mine were large.

The driver told me the same thing had happened the previous week. I see other reviewers have had a similar experience, too.

Having used OTS previously without any problems on several occasions, the lack of follow-up, accountability or any sense that they may be at fault, even partially, has been disappointing. I will not be using them again.

"On time"

On time, easy to connect and very pleasant

"Flight ahead of time, disasterous interaction airporttaxis-uk.com and extremely poor service"

Firstly, be very aware that this lot come up as airporttaxis-uk.com. Flight ahead of time. Notified OTS before take off, and they replied to say driver had been notified. Turned out to be untrue. Waited an hour for taxi, and it was only because the driver checked another app that he knew we had landed and had the courtesy to phone and apologise that he would be late. So far all very unfortunate and inefficient, but just about understandable. However went downhill fast over interactions with office. Turns out OTS is a large company subbing contracts out. No direct employment of drivers. The office did phone to apologise at the start of the process on arrival when I told them of the driver’s lateness. Then it all went Pete Tong. A promise to follow up was not honoured. So I phoned them. I was handed to a ‘manager’ who was very offhand and unconcerned. When I directly expressed how angry I was and not the service I expect for £134, he refused to say anything in response to my demand he tell me what he proposed to do about charging. The mantra became ‘put the complaint in writing’. I then said I would but wanted to know now what he was proposing to do:: “nothing”. So I terminated the call. Really, given the other 1 star reviews I only have myself to blame, but you always hope you’ll be a 5 star, don't you? Well my advice is, do not risk it. Go elsewhere and pay £5 more.

"Pre booked a taxi"

Pre booked a taxi, and driver came 35min late. Very unprofessional and disrespectful. Booking was to airport which driver clearly knew. It was really close that we missed a flight!

Will use never again and cannot recommendate!

"The drivers were so punctual & so…"

The drivers were so punctual & so pleasant & gave us very clear instructions about where to wait (this was The Grand National). This is why I will use OTS again without hesitation!

"Great service and good value would…"

Great service and good value would recommend

"Money grabbing practices - charges extra for pick up after booking"

We were charged £19 extra for the time it took us to get to the taxi, while it was typical time it takes for anyone to get out of the airport. I never paid attention to the small print/T's and C's which they have as part of their booking to rip people off.

When I challenged this unfair charge, instead of helping, the OTS agent instructed the driver to hold us on the roadside until the over-charge dispute was settled while OTS had my card details from the original booking and all I requested was to allow me to reach home and read OTS T's and C's at my convenience. We felt very unsafe and went through a lot of stress due to the OTS behaviour. I am infuriated at the way I and my family were treated during this pickup service.

I have never had a Taxi experience like this in my whole life. I have been travelling for 20 plus years. No other taxi company ever pressurised me over time to get out of airport like this. As a passenger I would expect a Taxi company who is doing airport transfers to be sensible about the business they are in and factor in some flexibility of the time it takes to collect baggage and go through immigration.

I had kept driver updated about our whereabouts within the airport the whole time. The driver confirmed over phone that he would leave for airport once I have collected the baggage and that's exactly what he did. So the driver hardly waited for 5-10 mins at the airport. Hence the waiting charge is highly unfair.

What made it worse was that driver instructed us to get to drop off lane for pick up which is against the law and it took us extra time to find the place and we were charged for that time too when we should have been picked from the arrivals parking.

So the two reasons given to me to justify extra waiting charges i.e. extra parking charges and extra waiting time, both don't really apply in this case.

Needless to say, I will never use OTS again after this horrible experience.