This is one of the reasons that I don't normally name the company that I use. I expect that all of them have given cause for an anecdote like this; with the thousands of journeys that they do, it would be impossible for things not to go wrong sometimes. What I haven't seen is anything that suggests that any of the "usual suspects" amongst London-based airport transfer specialists (ie between London airports and London) is a persistently poorer performer than the others.   FWIW, Simply