I have used Britannia Cars many times to transfer to and from the airport. As I have never had any problem, I decided to recommend them to some friends arriving from abroad for a visit. I booked the service myself on their behalf. Pick up was booked for 15.45 based on the plane arriving on time (at 15.05) at WH Smith. I received a call from the driver at 15.20 asking where the passengers were. This was twenty five minutes ahead of the original pick up time and should not have been made. I advised the pick up time, and that the flight was delayed by 20 minutes, something Britannia Airport Cars should have been monitoring, as we were told previously is standard company policy. Therefore as the flight arrived twenty minutes late the pick-up time should have been revised to 16.05. The driver contacted me and advised a change of pick up place to Costa Cafe. The passengers looked for this place but there is no Costa Cafe in Terminal 3, so they went to the original pick-up point advised by Britannia Airport Cars, WH Smith. The passengers were waiting there for about 30 minutes but could not find the driver as there was no-one holding a card with their names on. The passenger then called the driver and identified them when both put the phone down. This was at 16.35 as registered on the passenger's phone. This was within the 30 minutes waiting time after the revised pick up time (16.05) due to the late arrival of the plane. By this time the passengers had been waiting for 30 minutes trying to find the driver. The driver demanded a charge of £8 for waiting time. I believe this charge should not have been levied as the passengers were in the correct place within the correct time, allowing for the plane's late arrival. The passenger contacted me to inquire about this - so I called Britannia Airport Cars and was advised not to pay this charge based on the explanation of the above circumstances. After delivering the passengers to my address, the driver knocked on the door demanding £8. I explained that Britannia Airport Cars had advised me this charge was not payable based on the circumstances described. The driver did not accept that and continued to engage in conversation at my front door. The driver passed her phone to me to speak to Britannia but I was not able to make progress in resolving the issue, being passed to several people and eventually having the phone put down. The driver stepped into the house - and blocked the front door. I asked her to leave but she refused. This is totally unacceptable behaviour and an intrusion on my personal property, aside from the total lack of customer consideration. If there was a balance to pay this should emanate from the company to me as customer, not from the driver. Furthermore, the driver was then seen taking photos of my property. Again an invasion of my property. I demanded that action was taken to ensure these photos were removed from the driver's phone. My guests, the passengers, were inconvenienced by the inefficiency of the driver, and then embroiled in a very unpleasant scene on arrival at my property. As a result I shall not be using this service again.