Good transfer services!
My both rides from Heathrow were excellent from start to finish. The drivers were professional, courteous, and punctual, making the journey very pleasant after a long flight. The vehicles were clean and spacious, and the ride was relaxing. I appreciated the driver’s friendly attitude and knowledge of the area. Everything was handled efficiently and I felt safe and well taken care of throughout the trip. I highly recommend this service to anyone traveling to or from Heathrow Airport. An outstanding transportation experience.
事業者からの返答
Thank you so much for your kind review!
We're delighted to hear you had a great experience. We truly appreciate your recommendation and hope to welcome you again soon!
Mixed Results
We used Trust Transfers 3 times during our trip to London with mixed results. Our transfer to and from Heathrow with Remus was 5+ stars! He was wonderful and made the trip simple and easy.
I also had a separate transfer booked with Ahmed for the same morning as the rest of the party’s final ride with Remus. Same pick up location, different drop off, booked one hour later. Ahmed called about 25 minutes prior to the pickup time and said the traffic was heavy and he would be 15 - 20 minutes late. He believed I would be able to make my train even with this delay. I checked the route to the train station and decided it would be possible if Ahmed was no more than 20 minutes late, so I agreed. At the original pickup time, I called to check he was still on track for no more than 20 minutes late. He said nothing had changed, but I asked for verification of his ETA and he said it was now 26 minutes later than scheduled. This time would put the train transfer in jeopardy, so I told Ahmed I needed to take the tube instead and was leaving immediately to do so. About 10 or 15 minutes later, as I was pushing onto an extremely crowded train with all my luggage, Ahmed called to ask if I had already left and to tell me what time we might arrive at the train station if I waited for him. He again blamed the heavy traffic. It was a central London pickup at rush hour. Heavy traffic should have been expected and accounted for.
After our phenomenal experience with Remus, this was obviously surprising and disappointing. I’m not sure if maybe the experience is just very driver-dependent or if one experience or the other is typical of the service. I guess my best advice would be to ask for Remus.
事業者からの返答
Thank you for your feedback.
We sincerely apologise for the delay experienced on the day of your transfer. We fully understand how frustrating this situation was, especially when travelling on a schedule.
We would also like to mention that we are very pleased to hear your kind comments regarding Remus and your previous transfers with him. We truly appreciate your positive feedback about his professionalism and service, and we will make sure this is passed on to him.
Our aim is always to provide a punctual and professional service. Unfortunately, on this occasion, your driver Ahmed was affected by severe and unexpected traffic congestion caused by a major backlog of approximately 2 miles, which took over 25 minutes to clear. Throughout this time, we made every effort to keep you informed and updated regarding the traffic situation and the driver’s progress.
While traffic conditions in London can occasionally create delays beyond anyone’s control, we completely understand the impact this had on your journey. After reviewing the situation, a full refund was processed immediately as a gesture of goodwill and understanding.
We appreciate your feedback, as it helps us continue improving our service standards, and we hope to have the opportunity in the future to provide you with the smooth and professional experience.
Would recommend!
Excellent service and nice driver. Good communication and professional customer service!
Would recommend!
事業者からの返答
Thank you very much for your kind review. We are delighted to hear that you were happy with the service, the driver, and the communication throughout your journey. Your recommendation truly means a lot to our team, and we look forward to welcoming you again in the future.