Things did not start very well when the team had not arrived by the end of the window we were given. I rang to complain and the general manager reassured me that Phil would be with me shortly to fit my tow bar. He also said we would discuss everything after the tow bar had been fitted. Phil arrived and was very apologetic but from the sound of things his day had been far worse than mine. He was extremely pleasant, helpful and a real credit to the company. Afterwards he ran through everything with me - lights, detaching and reattaching etc. Afterwards the GM apologised but I felt that Phil had more than made up for the delay. My only comment would be that some comms would be helpful when running late. Otherwise very happy