Following last week’s revelations, Airport Valet Parking Company, Airparks, have issued a statement defending their actions and professing their sincerest apologies in an attempt to regain customers trust and reassurance.
The story published only a week ago showed Airparks, along with other companies, in a very bad light as one unhappy customer, Dean Dolling, told of his airport parking experience.
Mr Dolling, who left his Hyundai with Airparks before flying out of Luton airport for a week’s holiday to Cyprus, returned to find that his car had been hired out whilst he was enjoying his week away. Mr Dolling said: ‘It was obvious the car was not in the condition I had left it.’
Mr Dolling then discovered the truth only after finding business papers scattered across the back seat of his vehicle, and later receiving a phone call from a man in Australia who told him what had happened.
Following the breaking news, the story featured on an episode of the BBC’s Watchdog programme that evening. In the statement released by Airparks, they said: ‘We are devastated to have our market leading reputation and professionalism stained by association with other airport car parking companies featured.
‘The series of events that led to Mr Dolling’s car being hired out by mistake are, thankfully, extraordinarily rare. The Airparks team has a proud reputation for outstanding customer service but we recognise that this incident has caused Mr Dolling undue stress.’
In recognition of this, Airparks have offered to buy Mr Dolling a new car, and now say that they are so confident that the procedures they have in place are so robust, if this unprecedented event was to happen again, they will extend this offer should it ever happen again.
In their statement, Airparks looked to reassure customers that they remain the number one choice for all airport parking needs. Airparks have been parking specialists for 15 years and not only have a team of 500 people, but own more than 28,000 secure parking spaces at the UK’s major airports.
Looking to restore its customer’s confidence, Airparks went on to explain their highly efficient safety features, some of which include a 24-hour reception and pick up service across all sites, and 24-hour a day patrolled car parks by security guards, seven days a week.
The response to their plight appeared very good, with customers writing supporting comments, encouraging would-be customers to ignore the recent press and to continue booking with the established company.