FANTASTIC COMPANY Flight and Hotel moneylost/cancelled because of Troubles, utter nightmare . BUT rang APH Parking Customer services to ask to amend or cancel my 19 day parking- "10 seconds" later FU... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Fantastic service from APH's Tony Moss at Manchester Airport yesterday afternoon. Very busy T2 and lots of returning holidaymakers wanting to get back to their cars. Not only did Tony get everyone saf... See more
Company replied
Extremely easy! Obvious sign posting to car parking, also email ahead of time has clear directions. Dropped right outside reception, checked car in and straight onto bus to terminals. Both bus dr... See more
APH staff are so welcoming & appear very well organised. Everything is done speedily & efficiently before departure & back on arrival. Have used APH many times, have often recommended them & would nev... See more
Company details
Written by the company
Airport Parking and Hotels (APH.com) was founded in 1980 and is the UK’s leading independent pre-booked off-airport car parking provider. Primarily, APH operates park and ride services for air travellers looking for competitive prices and top quality service. In just the same way that park and ride serves busy town centres, so park and ride for airports does likewise; it allows customers to avoid the congestion and confusion of unfamiliar roadways and signage. It also saves them money with off-airport parking rates typically 10-15% cheaper than on-airport. APH also offers packages including a hotel overnight stay for those travelling longer distances or with very early flights.
Contact info
Copthorne Rd, Copthorne, Crawley, RH103EQ, United Kingdom
- 0800 014 7102
- customerservices@aph.com
- www.aph.com
4.6
Excellent
11K reviews
Replied to 60% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very disappointed with the Meet & Greet…
Very disappointed with the Meet & Greet service at Heathrow (Booking Ref: LMF7N, 11–17 Feb 2026). I followed all the required steps after landing—texting and calling as instructed—but when I arrived at the collection point my car was not there. I was repeatedly told it was “just around the corner,” which was clearly untrue. In total, I waited nearly 30 minutes for my vehicle to arrive.
This completely defeats the purpose of paying extra for a Meet & Greet service, which is meant to be quick and convenient. I would have retrieved my car faster from a standard long-stay car park.
Customer service was also very poor. The staff member I spoke with (Imran) was abrupt, unhelpful, and dismissive, and repeatedly gave misleading information.
I also submitted a formal complaint the day after I landed and have yet to receive any response, which only further demonstrates the poor level of customer service.
Update, Monday 22nd March, over a month since I landed, despite promises that my complaint would be treated ‘as a matter of urgency’ I am yet to hear anything! The poor customer service continues, avoid these guys like the plague people…..
17 February 2026
Unprompted review
Reply from APH
Hi Bhavesh,
Thank you for your feedback. We’re very sorry to hear about your experience with the Meet & Greet service at Heathrow, which is operated by Park Giant.
Please accept our sincere apologies for the delay in returning your vehicle and the frustration this caused after your arrival. Meet & Greet services are intended to be quick and convenient, so we completely understand how disappointing it must have been to wait nearly 30 minutes. We’re also sorry to hear about your interaction with the Park Giant team member, as this is not the level of service we expect for our customers.
Having checked our records, we can see that you contacted us over the weekend after advising that you had not received a response from Park Giant. One of our team has since contacted Park Giant first thing this morning to follow this up and has confirmed this update with you.
We will continue to monitor the situation and will update you as soon as we receive a response from Park Giant, unless they contact you directly in the meantime.
Thank you again for bringing this matter to our attention, and we apologise once again for the inconvenience caused.
Best regards,
The APH Team
Issues were all fixed rapidly
There was an error with our booking which meant the parking and hotel started on the wrong day (no fault of APH). Although there was some challenges to ensure we had parking and hotel accommodation under the same booking, APH kindly agreed to refund the hotel part of our booking which was much appreciated. The guys at I Love Meet And Greet were also brilliant.
5 March 2026
Unprompted review
Reply from APH
Hi Andi,
Following our recent correspondence with you, we contacted the hotel regarding your booking and have been able to secure a refund for the hotel portion. This refund has now been processed and should appear in your account within 5 working days.
For future bookings, we would always recommend reviewing your confirmation email as soon as it arrives. If any issues are spotted early, we can usually resolve them much more quickly when they’re reported shortly after the booking is made.
We hope this brings the matter to a satisfactory conclusion and would like to thank you for your patience while we looked into this for you.
Best regards,
The APH Team
FANTASTIC COMPANY - very friendly if problems
FANTASTIC COMPANY Flight and Hotel moneylost/cancelled because of Troubles, utter nightmare . BUT rang APH Parking Customer services to ask to amend or cancel my 19 day parking- "10 seconds" later FULL REFUND. Breath of fresh air in todays world. No Stress No begging. RECOMMEND HIGHLY..."THANK YOU"
2 March 2026
Unprompted review
Reply from APH
Hi Andrew,
Thank you so much for your incredible review!
We’re really sorry to hear about the troubles with your flight and hotel, that must have been so stressful. We’re so pleased, though, that our customer service team were able to step in quickly and get your parking refunded without any hassle.
A “Breath of fresh air” is exactly what we aim to be, especially when things don’t go to plan elsewhere. Your recommendation means a lot to us.
Thank you again for your kind words, we truly appreciate it!
Best Regards
The APH Team
We Love this service ..So quick and efficient
We Love this service ... We use it every time ... it is such a smooth operation and all the staff are so good and appreciate the custom .. I cant think of one thing on how you could improve it
26 February 2026
Unprompted review
Reply from APH
Hi Tim,
Thank you so much for your fantastic review!
We’re very glad to hear that you use our service every time and that you find it such a smooth operation. It’s especially lovely to know that our team have made such a positive impression.
Feedback like this means a great deal to us. We look forward to welcoming you back again for your next trip!
Best Regards
The APH Team
Short wait!
It was amazing, i was at London Gatwick Airport, and i was going to North Terminal, Trip was quick to both terminals, and a short wait for next bus.
17 September 2025
Unprompted review
Reply from APH
Hi Gheorghe,
Thank you so much for your great review! We’re delighted to hear that your experience at London Gatwick went so smoothly and that the transfer to the North Terminal was quick with only a short wait for the bus.
We really appreciate you taking the time to share your feedback and hope to welcome you again on your next trip!
Best Regards
The APH Team
I accidentally booked the wrong dates…
I accidentally booked the wrong dates for my airport parking and didn't realise until after the time had passed. I was in such a stress as I then was going to have to fork out to pay for the correct dates again. Grace in the customer service team was so helpful and kept me informed of how she'd help and managed to get me the refund. She was so helpful, thank you!
27 February 2026
Unprompted review
Reply from APH
Hi April,
Thank you so much for your lovely review! We completely understand how stressful it can be when something like that happens, especially with travel plans involved. I’m pleased to hear that Grace was able to step in, keep you updated, and get everything sorted with a refund for you.
I’ll be sure to pass your kind words on to her, she’ll be delighted to know the difference she made.
Thanks again for taking the time to share your experience, and we hope you have a smooth and stress-free trip next time!
Best Regards
The APH Team
APH, friendly drivers, efficient desk staff - the best
We arrived back from Fuerteventura early hours of this morning and was picked up at North Terminal, LGW by your lovely driver Chris who is just so friendly, helpful & smiley. We use APH all the time, slick operation that runs like clockwork. Thank you once again.
23 February 2026
Unprompted review
Reply from APH
Hi Elaine
Thank you so much for your kind words and for taking the time to leave a review.
We’re delighted to hear that Chris looked after you so well at Gatwick North Terminal. We’ll be sure to pass on your lovely comments to him. It’s always great to hear when our team’s friendliness and professionalism make a difference.
We really appreciate your continued loyalty and are pleased to know you find our operation slick and reliable. We look forward to welcoming you back again soon.
Thanks again for choosing APH!
Best Regards
The APH Team
Disappointed with the service we…
Disappointed with the service we received and have had better trips with other providers. We went from Heathrow Terminal 3 early in the morning and dropped car at 5am, we stood around waiting for staff to arrive for 15 minutes to take the car. When then had to pay for the parking ticket, which was not clear on the booking, we believes it was included. On arrival back we followed the instructions and called on landing, our bags were first off the plane, so we called again and was told they did not get given enough time. We were advised it would be 30 minutes but it took over 45 minutes, it was very chaotic and not the easy no hassle service I have had in the past.
22 February 2026
Unprompted review
Reply from APH
Hi Lynsey,
Thank you for taking the time to leave your feedback.
We’re sorry to hear that this experience did not meet your expectations, especially as you’ve had smoother trips previously.
With regards to your early morning drop-off, we apologise for the wait while the team arrived to collect your vehicle. Most Meet & Greet services operate with an allowance of up to 15 minutes to account for traffic or airport congestion, although we understand that any delay can be frustrating.
In terms of the parking ticket, we’re sorry if this came as a surprise. Information about airport drop-off fees is typically outlined during the online booking process and within the booking confirmation. Some providers do not include the airport’s drop-off charge as part of the service, and in certain cases fees may also apply if collection times differ from those originally confirmed.
For your return, we appreciate that you followed the instructions and called upon landing. The team does require adequate notice to reach the terminal safely, and while every effort is made to keep waiting times to a minimum, we’re sorry that on this occasion it exceeded the estimated timeframe and felt disorganised. We understand how disappointing that must have been after your journey.
Your comments are important to us, and we will raise this with the service provider to review both communication and operational coordination. If you would like us to investigate your booking further, please contact us at reviews@aph.com
with your booking reference number.
Thank you again for sharing your experience.
Best regards,
The APH Team
Gatwick EV Park & Ride Service
I booked my first APH Park and Ride with EV charging for an approximately 2-week period. The primary purpose of the choice was the EV parking option and it was a park and ride only service at APH Gatwick. This additional service costs about £40 above a regular park and ride service for the same period. I therefore reasonably expected that my vehicle would be returned in a serviceable and road-ready state of charge.
Summarily, I was very disappointed.
The vehicle was charged by APH on arrival and left to its own devices for about 2 weeks. I arrived to 50% charge which was inadequate to get me home. I travelled with an assurance the vehicle’s EV battery would be in reasonable state on arrival. The vehicle has no sentry mode and I can’t explain the charge loss or the state it was in when parked after its charge as I don’t experience charge losses at home.
I was informed by your supervisor that the vehicle is charged once upon arrival and thereafter left without monitoring, with APH accepting no responsibility for subsequent battery depletion.
In response to my enquiry as to why an EV charging service would have no process to ensure the EV in their care would not end up in a detrimental charge loss, and no checks prior to it’s anticipated pick up date to ensure it would be road-ready, the supervisor told me the fine print says it would be charged once at arrival with APH having no further interest nor liability for your EV battery loss or battery state at pick up.
This position is concerning for several reasons:
1. No EV oversight: The core purpose of the EV service is to mitigate the risks associated with leaving an electric vehicle parked for extended periods. Charging once and then abandoning oversight defeats this purpose.
2. EV battery behaviour is variable: Discharge can occur due to environmental factors, system background activity, and vehicle management systems. A one-time charge without any subsequent monitoring creates a foreseeable risk.
3. Absence of monitoring protocol. I understand there is no system to: Check battery levels during extended stays, Conduct periodic reviews (even weekly), Reassess charge levels 48–72 hours prior to anticipated collection nor Detect and intervene in the event of significant discharge.
4. Risk of full depletion. I was further informed that if the vehicle had discharged to 0% during my absence, APH would not accept liability under its terms. This presents a material risk to customers and potentially to vehicle battery health.
If the service consists solely of a single charge on arrival with no safeguards thereafter, this is materially equivalent to a customer charging their vehicle independently before using a standard long-stay car park — without the associated premium.
I do not consider it reasonable that an EV-specific service carries no operational protocol to ensure a vehicle remains in a safe and usable state over a two-week period or even longer.
I believe this was as futile as me charging my car and leaving it in a long stay car park.
Overall, knowing the nuances of EVs, this service as it is, defeats the purpose of an EV park and ride service.
It implies that regardless of the duration it will be parked in APH’s care, if your vehicle suffers charge loss in their care, you will arrive to little or no battery. Furthermore, if it gets to 0% while they have it parked, they have no process to detect and prevent this and would claim, by their fine print, not to be responsible.
This service as it is, creates a risk to an EV driver leaving their vehicle in APH’s care with APH exempting itself. It should be used with an EV customer recognising this significant limitations. It is my hope that APH considers these limitations and improves its service.
The staff was friendly, the bus transfers and helpful drivers were excellent.
I will wait and see APH’s response to the incident report (Number EYNNQ2) raised by the supervisor.
…………..
Update:
APH responded promptly to my review and email enquiry. They remedied the situation and promised to look into the EV issues raised. It is my hope that the service changes will lead to a better experience in the future.
Thank you APH
18 February 2026
Unprompted review
Reply from APH
Thank you for your detailed feedback regarding your recent experience with the APH Gatwick EV Park & Ride service.
We acknowledge your concerns regarding the state of your vehicle’s battery and the points you have raised about the current operational process for EV oversight. Your feedback is extremely valuable, and we take it seriously.
The incident you reported (EYNNQ2) is already being reviewed by the car park directly. We will be following up with them to ensure a thorough investigation, and they should be in contact with you shortly regarding their findings.
We appreciate your patience while this matter is being resolved and thank you for bringing these points to our attention, which will also help us consider potential improvements to the EV service in the future.
Update: Our Operations Team at Gatwick has been in contact with us, and I can confirm that a full refund of your parking costs has now been issued to your original payment card as a gesture of goodwill for the inconvenience experienced.
Thank you for bringing this to our attention, and please accept our apologies once again for the inconvenience caused on this occasion.
Beast Regards
The APH Team
Tried to book air park booking at East…
Tried to book air park booking at East Midlands airport but apparently their site doesn’t know there is 31 days in July not 30 pathetic took snapshot of the calendar in question and had no reply from them in 48 hours can l post the photo on here?
19 February 2026
Unprompted review
Reply from APH
Hi Maurice,
We’re sorry to hear you’ve experienced difficulties booking the dates you need online.
Having checked our website on both desktop and mobile, we can see that there are currently 31 selectable dates available in July, so we’re a little unsure what may have gone wrong.
If possible, could you please email us at reviews@aph.com
with a few more details about the issue you’re encountering? We’ll be happy to investigate this further for you.
Kind regards,
The APH Team
How can there only be a customer…
How can there only be a customer service dept Monday - Friday 0900-1700? I had an issue on the Saturday evening for a parking booking on Sunday?
Incomprehensible.
14 February 2026
Unprompted review
Reply from APH
Hi Caroline,
We’re really sorry for the stress this caused, especially with your booking due to start the following day. We completely understand how worrying it must have been not being able to locate your confirmation at such short notice.
We do offer 24-hour support through our fully trained AI Agent via our website, WhatsApp and email, with the option to escalate to a human advisor for more complex situations during office hours - so there is always help available when needed.
In this instance, the issue was caused by a small typo in the email address entered at the time of booking, which prevented the confirmation from reaching you. For future bookings, we’d gently recommend checking that your confirmation email has been received shortly after completing your reservation. That way, if any details need correcting, there’s plenty of time to resolve it without added pressure close to departure.
We’re sorry again for the inconvenience and appreciate you taking the time to share your experience.
Best Regards
The APH Team
Do not be fooled by this company
Do not be fooled by this company. VIP Meet and Greet is not the official airport meet-and-greet service, and this is very misleading.
When we landed, we followed their instructions and called after passing passport control. We were told the driver would meet us within 10 minutes, which sounded reassuring after a long journey. However, when we reached the Terminal 2 meet-and-greet area, there was no car and no driver. Only then did we realise this was not the official service we had previously used.
We were left wandering around car parks late at night with luggage, trying to locate our car. Eventually, my husband heard someone shouting our surname from the West Car Park. The driver was extremely rude, laughed at him, and told him we were “late” and would be fined £100. We were never told that calling after passport control would start a strict 10-minute countdown, and there was no realistic way to get through the airport, find the car, load luggage, and exit within that time.
The driver’s smug and unprofessional attitude made an already stressful situation much worse. After a long flight, this was the last thing we needed. The whole experience was confusing, upsetting, and felt very unfair.
I would never use this company again and strongly advise others to avoid them.
9 February 2026
Unprompted review
Reply from APH
Thank you for taking the time to share your experience. We’re truly sorry to hear how stressful and upsetting this felt, especially after a long flight. Arriving back late at night should be straightforward and reassuring, not confusing or frustrating.
We’d like to gently clarify that VIP Meet & Greet is not advertised as the official airport-operated service. On our website, the Official Manchester Meet & Greet option clearly displays Manchester Airport branding and logos throughout the booking process, whereas the VIP Meet & Greet service has its own separate branding and does not reference Manchester Airport. That said, we’re very sorry if this distinction was not clear at the time of booking and caused any confusion - that’s certainly not our intention.
With regard to the collection process, our instructions are designed to help reduce waiting times and avoid congestion charges at the terminal. In the booking confirmation, we do advise customers to call once baggage has been collected and customs cleared, and we include a note explaining that Manchester Airport enforces a strict 10-minute drop-off limit, with a £25 charge applied by the airport if this is exceeded. We understand, however, that in practice navigating through the airport, particularly when tired and late at night, can feel rushed and stressful. If any additional charges were applied, they are typically related to this airport-enforced time limit.
We’re especially concerned to hear about the way you describe the interaction with the driver. Professionalism and courtesy are extremely important to us and to the partners we work with. If you were made to feel uncomfortable or dismissed, that is not the standard we expect, and we will be raising this feedback directly with the service provider.
For future bookings, if you would prefer to use the official Manchester Airport-operated service, please select the “Meet & Greet Terminal 1/2/3” option, which clearly displays the official airport branding during booking.
We’re genuinely sorry that your experience did not meet expectations and appreciate you taking the time to share your feedback with us.
Best Regards
The APH Team
Edward Lloyd Meet & Greet
Edward Lloyd Meet & Greet, Heathrow Airport
My number one parking of choice at Heathrow Airport!
They are there when they say they will be, they call before you arrive to check on timing, they are pleasant and EVEN HELPED PUT LUGGAGE IN THE CAR !
BIGGEST KUDOS as I forgot my wallet in my car and contacted them after I landed - they located it, placed it in the glove box - cash, credit cards - EVERYTHING was in there !!!
23 January 2026
Unprompted review
Reply from APH
Thank you so much for your amazing review!
We’re absolutely delighted to hear that Edward Lloyd Meet & Greet is your number one choice at Heathrow. Providing a reliable, punctual and friendly service is exactly what we strive for, so it’s fantastic to know that our team delivered and also helped with the luggage!
We’re especially pleased Edward Lloyd quickly resolved the situation with your wallet. We understand how stressful that must have been after travelling, and we’re very glad everything was safely returned just as you left it.
Your kind words truly mean a lot to the whole team. We look forward to welcoming you back again soon!
Best Regards
The APH Team
Unwilling to provide a refund
I’ve been using APH to book car parking at LHR and LGW for about 15 years and would consider myself a loyal customer, enjoying the ease of booking and the peace of mind that their service brings. However, I was so frustrated that having made a booking with them for my most recent work trip, I was refused a refund despite requesting a cancellation within the 24 hour grace period. My employer cancelled the trip within moments of me booking the service and I contacted the customer service address with my request immediately including a screenshot of when the booking was made. I am now subsequently out of pocket and I received a standard email response, which left me feeling unrecognised for my years of loyalty. This does not reflect on the wonderful service I received each time from the airport representatives and the many drivers but instead a customer service management team that does not understand the benefits of forging and maintaining loyal customer relationships.
EDIT 10/02 - credit where credit is due. Rob contacted me and apologised for my obvious disappointment before offering a full refund. Things do go wrong but it’s the sign of a good company when they listen to customer feedback. Thanks for your assistance.
1 February 2026
Unprompted review
Reply from APH
Thank you for taking the time to share your feedback, and for being a loyal APH customer for over 15 years. We genuinely appreciate your long-standing support and are sorry to hear how disappointed and frustrated this experience left you.
We fully understand how upsetting it is when a work trip is cancelled at short notice, particularly when you contacted us immediately and within what you believed to be the grace period. We also appreciate how receiving a standardised response would have felt impersonal, especially given your history with us, and we’re sorry that this was your experience.
We have managed to locate your communication with us, along with your booking history and can see that you did inform us of the cancellation 10 minutes after placing the booking. With this in mind, along with your booking history and loyalty, we completely understand why you feel let down. Therefore we have issued you a full refund to your card.
We’re pleased to hear that your experiences with our airport teams and drivers over the years have been consistently positive, and we hope we have put things right on this occasion and that you continue to use our services
Thank you again for your honest feedback and for your many years of choosing APH.
Kind regards,
The APH Team
Quick and Helpful Support from Gracie
I’ve been using this company for a few years and have always had a good experience. On my latest booking, I forgot to activate my company email address, so I couldn’t access my booking for tomorrow. I called customer service, and Gracie was extremely kind, polite, and professional. She quickly understood the issue and resolved it straight away. Excellent customer service — highly recommended
3 February 2026
Unprompted review
Reply from APH
Hi Kristiyan,
Thank you for your lovely review and for continuing to choose us over the years — we really appreciate your loyalty.
We’re delighted to hear that Gracie was able to help so quickly and professionally when you needed support. Providing kind, efficient customer service is something we take great pride in, and we’ll be sure to pass your comments on to her.
We hope you have a smooth and stress-free experience with us on your upcoming trip.
Best Regards
The APH Team
APH at Gatwick Copthorne MY Go to Gatwick Parking…
I first used APH at Gatwick Copthorne Road Gatwick in 2018 and all great. Subsequently they are my "go to park & ride 24/7 " firm at Gatwick
Slick arrival system & efficient processing and confirmation of booking , with attention to the returning protocol
Minimal wait for the coach clean exterior as was the interior and free from rubbish
Helped with bags both entering & leaving (important as I am a solo traveller) and what to do on return repeated from what I was told in reception (but was not said in a scripted way, all good_
All good on return
This has remained just the same including 2025 my last use of APH
I tend to book over the phone , my preference but any way booking direct with APH is more cost effective than through any agency
On one occasion I had to cancel a trip & parking with APH; no problem as they honoured the no issues 100% refund - proper job APH!
TOP TIP Pre write in your phones Text message service per APH's given return number the Customer number and leave there ready. I title mine "TEXT to APH when in the baggage hall + bus stand#" Then in the baggage hall and seeing the flight bags are leaving the plane it saves the "where is the white APH ticket" question after fighting through the crowd to pluck your luggage off the travelator & which coach stand number all sorted same time, ready for a short walk
And not fearing missing an APH coach as the next one will be along asap
That just leaves a quick pick up keys -load up set sat nav & away one goes
(& already booked for 2026)
28 February 2025
Unprompted review
Reply from APH
Thank you so much for taking the time to leave such a detailed and thoughtful review. We’re genuinely delighted to hear that APH has been your go-to park & ride at Gatwick since 2018, and that your experience has remained consistently positive right through to your most recent visit.
It’s great to know that our arrival process, return protocol, coach service, and team support — particularly with luggage — continue to meet your expectations, especially as a solo traveller. Consistency is something we work hard on, so feedback like this really means a lot to the whole team.
We’re also pleased we could help smoothly when you needed to cancel and that the refund process lived up to what we promise.
Thank you as well for sharing your top tip for returning customers — that’s a brilliant bit of practical advice and will definitely help others travelling through Gatwick.
We truly appreciate your loyalty and the fact you’re already booked for 2026. We look forward to welcoming you back again and again.
Best Regards
The APH Team
Potentially Malicious damage
Left my car here for two nights.
When I returned my car had been moved to a different area in the compound.
After driving out of the compound, I managed to get 1/2 mile down the road when I realised I had a full puncture to my driver’s side wheel and also the passenger tyre was completely flat.
I contacted the customer service number who told me they couldn’t help as it was so late at night and advised I call customer service in the morning. I live 3 hours away from this airport and was stranded so had no choice but to pay for a hotel for the night. Luckily, there was one where I had managed to pull the car over.
The following day I contacted customer services who told me because I had left the compound and signed to say my car was okay that it was not their problem.
I must reiterate I DID NOT sign anything when I collected my keys from reception. I asked customer service to show me the signature and what they showed me for was NOT mine. I have since requested cctv footage of my car in the compound as I believe it has either hit a pot hole or has been driven elsewhere for such damage to of been caused and I have had no response from them.
I will be taking this further.
18 January 2026
Unprompted review
Reply from APH
Hi Sara
Thank you for taking the time to share your experience. We’re very sorry to hear about the difficulties you encountered when collecting your vehicle, particularly given the time of night and the distance you had to travel.
We understand how stressful it must have been to discover the tyre issues shortly after leaving the site and to be left stranded. While vehicles are occasionally moved within the compound for operational reasons, we take the condition and security of all cars in our care very seriously.
Our procedures require customers to confirm the condition of their vehicle on collection, which is why the car park team advised that concerns raised after leaving the site are more difficult to investigate. That said, we are concerned by your comments regarding the signature you’ve mentioned and the lack of follow-up on your CCTV request.
We would like the opportunity to look into this matter further and review the details properly. If you are willing, please send full details of the incident, along with any communication that you have had with the car park to reviews@aph.com, and also include your booking reference so we can investigate and respond accordingly.
Thank you again for bringing this to our attention. We take feedback like this seriously and will ensure it is reviewed by the relevant team.
Best Regards
The APH Team
Rude and unhelpful staff member
As a experienced traveller I have been using the car parks at Manchester Airport for many years, and the Jet Parks since 2015, I have NEVER had a problem, apart from the parking areas could do with a coat of tarmac to make getting to and from the bus stops easier.
I am now in a position where I do a lot of travelling from this airport, 6 times in 2025, this will increase further this year as my daughter now lives in the USA and we will be visiting more frequently, and even longer stays than our usual 4 weeks.
Having a serious back injury, I do struggle with my cases and due to the length of out journeys, we do carry a lot of luggage.
A friend told me about APH, I was old that the parking is easy and that the bus is located in the car park area making luggage transfer a great deal easier, so I happily booked for our 24 day stay over Christmas and New Year.
After a long and tiring journey, we arrived at APH Manchester, instead of the expected pleasant experience, we were greeted by Mr Rude, a very unhelpful gentleman who seem to enjoy barking out instructions rather than being helpful. I entered the building and said ‘Good Morning’ the reply was a barked ‘Luggage first’ not the response that I expected or appreciated, what happened to manners?
The experience went from bad to worse, I’m not going to go into a I said, he said, just let me say, I was very underwhelmed by the attitude of this particular member of staff. For many years I worked in customer service at Manchester Airport, I am very used to dealing with passengers and customers, I have never once spoke to a customer in a manner that this person spoke to me. If I had not been in a hurry I would have cancelled there and then and booked with Jet Parks.
We went to get ono the bus, the driver sat there with his feet up whilst we passengers struggled to load cases, Jet park drivers will give you a lift when they realise that people are struggling, we all help each other load up the bus, same when we got off. Quite a few people on the bus commented on how rude this member of staff was, so it wasn’t just me he took a dislike to.
I did complain to the company and got a reply that basically said that the person on the desk was not rude or unhelpful and he had done his job as expected, wow, but also added he would be attending a customer service course, which of course you wouldn’t if you had been more helpful and approachable in the first place.
The lady driver on the return journey could not have been more helpful, she is a credit to the company, pity that can be said about her work colleagues.
I have already got 3 trips booked this year, more to follow later, none of them will involve APH, you only get one chance to make a first impression, and they sure did that with me, looking at Trustpilot reviews, I am not the only one who thinks that this company has a large percentage of rude, unhelpful members of staff, my first impression will be my last one with this company, never again.
14 December 2025
Unprompted review
Reply from APH
Hi Trevor,
Thank you for taking the time to leave your review. We’re genuinely sorry to learn about your experience at APH Manchester and that it did not meet the high standards you quite rightly expected from us.
We fully understand that after a long journey – particularly when travelling with a large amount of luggage and managing a back injury – clear, courteous and supportive service is essential. It’s disappointing to hear that your arrival experience did not reflect this, and we’re sorry that the manner of our team made what should have been a straightforward and welcoming start to your trip feel stressful.
We also regret that you felt unsupported when boarding the transfer bus. While customers do often assist one another, our team should always remain attentive and proactive, especially when passengers may be struggling. Your feedback, including the comments you overheard from other customers, has been taken seriously.
We’re pleased to hear that the driver on your return journey provided the level of service we aim to deliver consistently across our operation.
As you mentioned that you had already contacted us previously, we followed this up with the APH Manchester Manager to ensure your concerns were fully reviewed. While the Manager felt that the receptionist’s manner may have come across as abrupt and not particularly welcoming, he did not find their behaviour to be rude or abusive. That said, the individual has been spoken to regarding our welcome standards and the importance of a more approachable and pleasant manner, and additional customer service training is being considered to ensure our standards are consistently met.
You were also offered a discounted rate on a future booking as a gesture of goodwill for the inconvenience caused, which we understand you chose not to accept.
We appreciate how important first impressions are and are truly sorry that we did not get this right on this occasion. While we believe this to have been an isolated incident, we fully respect your decision regarding future bookings and are grateful that you brought this matter to our attention, as feedback like yours helps us to improve.
We wish you all the very best with your upcoming travels and your visits to the USA.
Kind regards,
The APH Team
Excellent experience recently using the…
Excellent experience recently using the APH Manchester Airport base. Friendly and efficient staff - bus driver was so kind, helping passengers on and off with their luggage. Staff in the office very friendly and efficient. Great experience. Thank you!
18 January 2026
Unprompted review
Reply from APH
Hi Douglas,
Thank you so much for your kind feedback. We’re delighted to hear that you had an excellent experience at our APH Manchester Airport car park. It’s especially lovely to hear your praise for our bus driver and office team – they’ll be thrilled to know their friendliness and helpfulness made such a positive impression. We really appreciate you choosing APH and look forward to welcoming you again in the future.
Best Regards
The APH Team
Great service
Have recently used APH and found them to be reliable and courteous. Both drop off and pick up were quick and smooth, with APH ringing me both times to check on my estimated time of arrival. Parked car was conveniently located next to the terminal. Would use again.
18 January 2026
Unprompted review
Reply from APH
Hi Paul,
Thank you for taking the time to leave such a positive review. We’re really pleased to hear that you found our team reliable and courteous, and that both drop-off and pick-up were quick and smooth. Keeping our customers informed and making parking as convenient as possible are priorities for us, so it’s great to know this made a difference to your experience. We truly appreciate your recommendation and look forward to welcoming you again next time.
Best Regards
The APH Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.