Dear Guest,
Thank you for taking the time to share your recent experience with us. We truly value all feedback, as it helps us to improve the quality of our service.
We're sorry to hear about the difficulties you encountered at the beginning of your tour, particularly with locating the driver and the challenges around communication. We understand how frustrating it must have been not being able to use your mobile phone and then discovering that the vehicle was not waiting at the designated pick-up point. Our drivers are instructed to meet guests at the agreed locations, and we regret that this was not the case on this occasion.
With regards to the delay caused by city traffic, we always do our best to minimise travel time where possible. However, as London is a very busy city—particularly around key landmarks like Buckingham Palace—unforeseen closures and congestion can occur, sometimes with little or no prior notice. We appreciate your understanding in this matter.
We’re pleased to hear, however, that your driver was friendly and informative throughout the tour, and we will certainly pass on your kind words to him.
Please accept our sincere apologies for the inconvenience caused, and rest assured your comments have been shared with our operations team to help ensure a smoother experience for future guests.
If there is anything further we can assist you with, please don’t hesitate to get in touch.
Kind regards,
Evan Evans Team
