"When we arrived at the meet and greet area, there was no sign of our driver. Eventually we received text message telling us to use the app to locate our taxi. We don’t have an app so didn’t know what to do. We contacted the office who said they would contact the driver and give him the mobile number to phone. He did eventually phone and said he was on level 1 of the car park row R. As we are relatively new to Heathrow, the task of finding the driver was extremely difficult. We eventually found our driver. He was courteous and friendly. However the whole experience was very stressful."