Really should have been made aware of the importance of preregistering our car with TFL and been made aware of Congestion Charge Zone.

The pickup instructions mentioned free shuttle service from all terminals, but this was not the case. While waiting at the designated spot at T4 and calling, I was told a shuttle would come but after waiting 35 minutes and calling again, I was informed that only T2 and T3 had shuttles. After going to T3, I was then directed to T2. It took another 15 minutes after a final call for the shuttle to arrive, with the whole process taking 2 hours!

Good service, they offered insurance but didn't push when I declined.

1. Persistent upselling; 2. The front left rim might have slightly scraped the curb (barely noticeable), but still required a damage fee of GBP 375!

The whole experience was very disappointing to say the least. We have used QEEQ several times with a good experience and also have 3 upcoming bookings. The level of service we received on this occasion was a joke, very unprofessional staff at Surprice who made us feel like we were being blackmailed. We arrived and unfortunately I had forgotten my drivers license (my mistake). I did have my international licence but they wouldn’t accept this or a photo of the one they needed. We then had to change the booking into my husbands name and then pay for additional insurance on top otherwise have a £15000 excess!! I told them we had already paid extra for a zero excess policy but they said that was now invalid. We then had to pay extra making a $400 booking into an $800 booking (approximate numbers). On top of that they provided us with a car with front end damage. Also original booking was full to full and car had 2/3rds of a tank. NOT IMPRESSED AT ALL.