Terrible experience. Arrived at Heathrow spoke to the Surprice office twice to say we were on our way, but due to huge delays at immigration we ended up being an hour later on the pick-up time. On arrival they then said that the car was no longer available and the money I’d paid gone - Because we were late. They blamed the broker (economy bookings) who was equally unhelpful. Ended up losing hundreds of pounds and no car. They offered no apology, no assistance and no customer service… they look cheap on the website but they’re terrible please don’t use them. We ended up using Europcar, more expensive but delivered and excellent service.