I waited over an hour for my car on arrival at 4pm . The hotel booked I did not use on check in as was at the wrong terminal so booked another on arrival which was fabulous. I saw a bad review for the car park company and asked about it when I booked and was told it was fine and not a problem - it is not fine - I was a women on my own in a car park in the cold for more than an hour and was told my car was coming. Holiday extras customer service was in the phone with me for 25 minutes but also could not say where my car was - it was great to talk to someone but this did not get my car to me or help me with information about the company they had given me.. no contact with anyone to see if I am still at the airport! The numbers on the information sheet all went to answer machine no texts were responded to and the email on the collection slip did not work! Holiday extras were available on the phone but could not tell me where my car was or how long it would be or if it would be returned to me. In the end I had to tell the very unhelpful guy who had no badge or marketing information that I would have to call the police if my car was not at the car park after 1 hour 10 minutes- this company seems to be operated by two men who worked from a car that was parked in the car park - I do not know why holiday extra used this company - I have always found holiday extras choice of car parking great at Gatwick - professional with an office and clear systems in place. I would be at lot more careful at Heathrow in the future and it was not cheap - I would have been better to have booked a park and ride car park and booked a hotel myself at Heathrow as this was not a meet and great - more like an abandonment - heavens only knows where my car was while I was away.