The queue was very slow, it took over an hour.

Car was very dirty on exterior. Employees did not have time to clean it up since demand is too high. Not their fault.

The car given exceeds my expectations

Nothing particularly wrong, certainly value wise. Staff friendly enough, car fine, service good. A couple of things to tighten up on though (some my misunderstandings but you could help others avoid)... Finding the location - I'd wrongly gone to the car hire bus stop at terminal 5 before realising you weren't on there. When I looked on the internet at the booking it said at the top 'available from terminals 1 -4'. As I saw that I didn't look further assuming I needed to go to a different terminal. I did so on the free train then found you weren't on that sign either. Only then did I look at the smaller print and find I needed to go to a specific bus stop for a specific bus. By that time it was very late. I had tried calling for advice several times but no one picked up which would also have saved me time. In hindsight I completely realise that it says on the detailed part of the voucher how to get to you but having travelled mainly abroad I'm used to car hire that's signed or in the airport. It never crossed my mind not to just follow signs for car hire and look for your desk.

£5 for a car... Cant complain too much

excellent service