The bus driver and tour guide were great. The guide was very knowledgeable, personable, and patient with people who kept asking the same question repeatedly. The driver was an artist with the bus. The only complaint I had was with the transfer from the main bus to the 2nd bus at Heathrow -- the process was very chaotic and stressful for everyone involved. We pulled up by a hotel next to another large bus, and we had to take ALL the luggage out for everyone to find their luggage which needed to be put on Bus #2. While we were getting the luggage, we were dodging incoming traffic because we parked IN A ROAD. The whole bus-switching process felt rushed, chaotic and stressful. It would have been easier if a better transfer location had been chosen -- like a parking lot.