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THE WORST AIRPORT PARKING EXPERIENCE I HAVE EVER HAD - AVOID

Booking reference: PK-2026-030000

We returned from a two-week holiday yesterday and had an absolutely dreadful experience with GAPS Park & Ride from beginning to end.
At drop-off, we waited approximately 25 minutes before being taken to Gatwick in a small eight-seater minibus. There was no proper waiting area whatsoever. Customers were simply left standing outside alongside moving vehicles. It was extremely hot that day, with no shade and nowhere suitable to sit or wait.
The return journey was even worse.
After collecting our luggage at Gatwick, we called GAPS for collection. We then waited approximately 45 minutes at the airport bus stop before their minibus arrived. The vehicle was an eight-seater and was being used to transport a large number of customers, resulting in people being crammed into the vehicle.
When we eventually reached the parking site, we discovered that our car had not even been brought back. It was still parked at the distant compound.
After complaining, we were told that someone would bring it back. We then waited another approximately 25 minutes for our car.
In total, from the time we first called for collection until we actually had our car back, we were waiting for almost two hours.
What made the situation even worse was the attitude of the staff.
When I complained at reception, the member of staff was extremely dismissive and rude. He told me that he had only just started his shift and that he was not responsible, effectively telling me that I should not be complaining to him.
I asked for the details of a duty manager or someone responsible for handling complaints. Instead, I was simply given the general information email address and the same reception telephone number.
When I continued asking for proper management contact details, the member of staff left the reception area and another driver sat there. I asked him how I could make a complaint and was again given the same landline number, with the assurance that a manager would deal with it.
I called the number and the same person who had previously been at reception answered the phone. His attitude remained rude and dismissive.
There was no genuine attempt to listen, investigate, apologise or resolve the problem.
This is simply not acceptable customer service.
I subsequently checked the Trustpilot reviews and was genuinely shocked by the number of similar complaints from other customers, including reports of very long waits, damaged or dirty vehicles, poor communication and extremely poor customer service.
I obviously cannot verify other people's experiences, but unfortunately my own experience has confirmed many of the problems customers are reporting.
There is also a particularly concerning discrepancy between what comparison websites advertise and what we actually experienced.
GAPS is advertised in places with claims such as frequent shuttle transfers and excellent customer service. Our experience was completely different.

Even the website details in my booking confirmation were problematic: the website address provided in my booking email gatwickairportparkingspaces.co.uk, did not work. The working website I subsequently found was gapsparknride.co.uk.
For an airport parking company entrusted with people's vehicles and responsible for getting customers to and from flights, this standard of organisation and customer service is simply unacceptable.

No proper waiting area.
Long shuttle delays.
Overcrowded minibus.
Almost two hours before we finally had our car.
No meaningful complaints process.
Rude and dismissive staff.
No apology.
No accountability.

I would strongly advise other travellers to read the reviews very carefully before leaving their vehicle with this company.
I will also be raising this matter formally with the company and reporting my concerns through the appropriate consumer and regulatory channels.
I would never use GAPS Park & Ride again.

Absolutely awful experience. Booking my parking through compare airport parking which I didn’t realise was a poor rated site. We arrive at the carpark with everyone boxed in. We then went to this wooden shack to check in where there were meant furiously customers who had their car keys missing, and no mini busses to collect them. We were told we would have to drive to the airport ourselves drop our car off in a blue zone then someone would meet us there and drive our car back to the car park. We did not feel safe leaving our car here so drove just down the road to APH parking who had amazing customer service and helped us.

I read all the reviews after booking and I was scared to leave my car here for a week. However, I couldn’t have been more pleasantly surprised.

They said to call 20-30mins before arriving so that they could arrange transport to the airport. We did and they didn’t pick up (this is my only complaint of their service). We arrived, I handed in my keys and we waited around 10mins for the minibus. The minibus was slightly messy but other than that, it was absolutely fine.

We landed back at Gatwick a week later and I called to ask for transport back to parking. They picked up immediately this time and told us exactly where we needed to go. We had to a wait a little while for transport (around 20 mins) but we didn’t mind too much.

When we arrived back at the carpark and I got my keys, my car wouldn’t start. This was no fault of the carpark, my car is very old and had been unreliable recently.
The staff couldn’t have been more helpful. They let me keep my car there an extra night while family picked us up. They offered to try and jumpstart it (the battery was fine so it wouldn’t have helped) and were just generally reassuring. I got it towed home the next day but I was so grateful they let me keep it there.

Other than the transport to and from the terminal having a slightly long wait, I couldn’t be more pleased with how well my car was looked after.

BE CAREFUL!

The second i arrived, i was greeted with the most confusing bs i have ever seen, a week before i went to the airport, i had booked long stay parking. When i got there, the machine started glitching out, failing to locate my registration. I called somebody just to be greeted by a rude employee who failed to even understand my issue, to make things worse, she said "Don't take long, i have other calls." What kind of employee would say something like this?

Anyways i absolutely despise this airport I'd always give a 1 star review to this place no matter what.

No one is joking with these reviews!!! what a bunch of cowboys!

Left my BMW flawless conditions - come back and scratches on the rear bumper! I have initiated small claims court proceeding!

God i can't wait!

AVOID LIKE YOUR LIFE DEPENDS ON IT!

Use APH! Much better

HORRENDOUS. DO NOT USE. Please be aware that they change the company name on here as well! They also advertise as GAPS PARK & RIDE GATWICK. Would have given zero stars if possible. We arrived at the parking and got the frostiest reception. The transfer driver arrived, put us in his van (which was absolutely filthy and stunk) then drove off somewhere and didn't say anything. I asked reception where he had gone and he said he would be back soon. He then arrived back about 15 minutes later in what was clearly a customer's Mercedes and reversed it into another customer's BMW! They told us we would wait 30 mins to be collected when we get back from holiday. We called them 40 mins in advance and they said they would be there then their mobile number disconnected completely and the landline didn't work either so we had no way of contacting them. We waited an hour. The other lady in the van on the way back said they messed up her booking, she missed her flight to Copenhagen and had to get a taxi to Heathrow and lost over £300. Thankfully our car was OK when we returned and I kept an eye on where it was as I have a connected app. Please do not use this company. And please, to the transfer driver, wash your armpits mate because you smell horrendous!

DO NOT USE - they shouldn’t be allowed to run a business!!!!

I had a very frustrating and disappointing experience.

After arriving at Gatwick, we were initially told the collection would take 30 minutes. Instead, we ended up waiting nearly 2 hours. After calling once we had already been waiting close to an hour in the terminal—with a 4-year-old child—we were then told to make our way to the bus stop and that the driver would be there within 8 minutes. We waited at the bus stop for another hour, at midnight, in the cold, with my child asleep in my arms.

Every time I called, I was given a different story, none of which turned out to be true. To make matters worse, a bus with only 8 seats arrived to pick up a group of 9 people, which is completely unacceptable.

There was no apology from anyone at any point. When we finally arrived, there was no one in the office to even hand over the keys. I also spoke with customer service, and the experience was just as bad—the representative was rude and actually shouted over me on the phone during multiple calls.

Overall, this was extremely poorly managed, stressful, and unprofessional. I would not recommend this service to anyone.

Omijac tach oszustow z daleka. Nie dosc ze ukrywaja koszty dodtkowe parkingu na samym lotnisku ktore trzeba zaplacic to jeszcze nie odbieraja telefonu co doprowadziło w mojej sytuacje że nie poleciałem na pogrzeb ojca. Z interwencja policji odzyskałem auto po 4 godzinach czekania. To oszuści jakich zadko się spotyka

Do not use this company! When we first arrived were not greeted. We had to find someone to help… there was a random mad with no signs of actually working there, gave us a slip and took the car with hardly any word.
Arriving back to Gatwick we called them and they told us 45 mins. The car took over 2 hours to arrive, we have a 3 year old waiting in the cold also. They kept telling us 5 mins which was clearly a lie. The collection point wasn’t the same as in the email confirmation and it wasn’t until we saw someone else in the car park waiting for his car, tell us that he was told a different car park to the one in the email.

They take soo long to return the car. We were waiting nearly an hour once we got to the car park. Don’t use them

I booked this “company” through the Compare your parking website as the reviews were very positive, HUGE MISTAKE. The drop off was okay and quite quick, but, I thought it strange as the driver did not check the condition of my car and was almost surly in approach and quite scruffy in appearance.
On return, the terms and conditions state that the aim is to return the car within an hour of your phone call, no, it took over one and a half hours and three phone calls and several excuses. When the car was eventually returned it was very dirty and both of the front seats had been vastly adjusted, the radio on a different channel. On enquiring with the driver about the issues, the reply was “I just drive the cars”
The main excuse from the call centre was’We have had allot of calls’ As they would know exactly how many calls to expect by the bookings they have, this excuse has no bearing on this situation whatsoever, as, you can plan around the bookings you have and plan accordingly.
We were a party of five with two of our party in their eighties waiting in a cold and draughty car park for over one and a half hours!!!

. Rude and arrogant. They need a good lesson in manners and customer service. I can appreciate it’s not glamorous work but for goodness sake this is England and manners and politeness are what we are known for. Gatwick airport needs to start monitoring this because it’s a disgusting.

I can only echo what nearly all the other reviewers here say. This is a truly dreadful company. Having suffered a delayed flight we really did not expect a 2 1/4 wait for our car as well. What was worse was the tissue of lies we were told as we rang to check on progress which ranged from "it'll be 15 minutes" to "it's not on the system" to "there's no key". No word of apology when the driver finally did turn up. I would have been sacked from jobs I did back in the day with that attitude. People all around us having similar experiences, many with children. However having read some of the reviews below, I consider myself lucky to have got my car back in one piece.

DO NOT USE THIS COMPANY - also trading as Gatwick Park & Ride and Gatwick Airport Parking Spaces Limited.
Our car door was damaged on our return, we took photos and reported as the on-site operative told us to do. They are insisting that we provide photos from before we parked there - they quote Article 4.15 of their Terms and Conditions, yet they never sent these conditions tome and I was not given them when we parked up. I booked through Compare the parking.co.uk, where they state a 4.8 rating - hence my confidence to book. I wish I had checked here first.
The whole set up is dodgy and I will be reporting them to Trading Standards - they need to be shut down!!

Absolutely terrible service and place.
We were greeted by a rude employee that could not be bothered to help us.
The car park was dodgy, the employees looked like cowboys and it was just an unpleasant start.

We waited around for 45 minutes after dropping the car off for a ride to Gatwick north terminal. When the driver decided to eventually take us, he drove like an absolute maniac. Speeding, taking risky turns and making us fear of a car crash.

When we arrived back to Gatwick, the company advised we should call them 30 minutes before we needed to be picked up. I called them 40 minutes before and said the driver will be there shortly… an hour and a half we spent waiting outside the terminal waiting to be picked up. Only to be greeted by the same miserable person that did not care about time, everything was too much effort for him. On the way back to the parking, he drove really risky once again and sped like a maniac. The police even pulled him over. What a terrible service and parking spot. TRUST ME! Do not use them!

DO NOT USE THIS COMPANY

please do not be fooled by the lower price than other airport parking companies, it is low for a reason and unfortunately had to find out the hard way! When we were collected from airport on 17th June the driver (who I believe is the owner) was 45 minutes late - not ideal when you have a 5 year old and 2 year old in tow and it’s 2.30am!!! He did not provide a car seat for our youngest either. When we collected the car our rear bumper had a huge dent on it! He didn’t have anything to say, other than do you have before pictures which is probably the only defence he has. Whilst this was revealed two other customers had noticed damage to their cars also!!! Please avoid this company it is not worth saving £50 or so on parking please use another company!

I have never written such a dreadful review . But I can not stress enough DO NOT USE.
As a 62 year old lady travelling on my own this was a really scary experience .
I called the number given ( 075 2253 9764 and 01273569366. Once I had collected my luggage . The mail box was full so they could not accept a message that I had landed .
I went up to the collection area and the staff were incredibly condescending. Talking to each other in an Asian dialect and calling me Lady in a sarcastic tone . Kept telling me it would be 15 minutes but was 2 hours .
It was very uncomfortable . The complaints number on the information I was handed is not a recognised number . 02035764256

There was 3 cars used as there was 9 of us in a party.
Excellent service for us. We didn't have to wait long before someone toke us to the airport and upon return we had a mini bus brought to us for all 9 people.
The car was filthy upon collection due to where it had been parked but a quick car wash and it was perfectly fine.
For the money and service it was brilliant!

Check before u book who u book with that’s the lesson I learned. We got there and it was more like a scrap yard. There were a few ppl waiting for the transfer and they didn’t have enough cars. So had to wait a little. They ended up taking us to the terminal with own personal car! On return when I phoned they said 45 min, now I knew 45 min is an hour. I was furious, I hey came after 25 min and there was another couple who told us they and to wait and hour! That could have been us. My car had been scratched too! I mean if u can’t deal with the capacity don’t take it on! Never again!

I wish I had read the reviews before I booked! How can we get this company shut down? Turned up 10minutes before my allocated time. Waited for 40minutes before anything turned up, by this point there were about 25 people waiting and expecting a mini bus. Nope, instead an 8 seater turned up. Luckily we made it on but many other people would have been left waiting. We almost missed our flights. When we came back, we were collected within 30minutes (which sounds much better than many on here) but the car was covered in mud. Again, I think we got off lightly after reading these reviews but feel a responsibility to stop others using them!