no one was there when i arrived at Heathrow. i had to call and waited quite a while. the operator did send a driver, who was very nice and got me to the city in short order.

Very confusing pick up. No one was there with a sign with our name and finally we figured out we need to look for a generic City Transfers sign. When someone showed up holding the sign he said a driver would be there in about 20 minutes to pick us up but they didn't arrive for over an hour. Another lady who had a private transfer through the same company was waiting with us as well and our driver told her she needs to keep waiting and didn't offer to find out when her driver would be arriving. Very unhelpful. The other parties in our transfer were not happy with the service either.

The driver knew the streets well and managed to get us from Heathrow to our hotel very quick.

Our driver didn't show up after we flew all night arriving at Heathrow at 1100 and looking for them for about 45 minutes. Finally found the gentleman who was supposed to arrange the car and was told it would be 2-3 hours for the car to arrive. We took the Heathrow Express which was more reliable. Don't waste your time.

The transfer info says maximum of 3 stops. We were stop number 5 and finally reached our accommodation after being in the van for 1 hour and 40 minutes after a 22 hour flight journey! Pay the extra and either take a private transfer or the train.

I waited one and a half hours after my on-time arrival for their driver in the Arrival Hall where drivers greet you. They never showed up in spite of two phone calls and an additional call to their emergency number. A driver for a different company even tried to call them for me as he said he worked there once - they put him on hold and then disconnected. Avoid this outfit at all costs. They hang up on you when you call to complain that their driver was not there. Viator should not book for this outfit. When I get back to the states I will try to get my prepaid costs back. Wish me luck on that one! I ended up taking the very reliable subway/underground to my downtown hotel which fortunately was only a block from the underground station.

Driver left as we were stuck at immigration queue for more than an hour but they suggested to top up additional cost for another driver to come and pick us up.

Representative at Heathrow was very helpful. Driver was courteous.

Stay away. I booked public transport and then cancelled that for this specifically to have more time in London. Ironically, the driver arrived an hour late and I had way less time in London because of booking this. Hired drivers should always arrive early - they can check the flight schedule and that's a big part of their job.

After waiting almost an hour and three phone calls the driver finally showed up. Then he said we had to wait for another group which never showed. He gave me patronizing answers to my questions about having to wait so long, such as i have to follow orders and dont kill the messenger etc.