We used the valet parking at Gatwick airport but when we arrived back, late at night with our three-year-old son, we were told our car had a “mechanical fault”.
It had apparently suffered a broken coil spring while being driven from the parking lot back to the terminal and was no longer driveable.
Despite this happening on the Friday before our return on Sunday, we were not informed and had no opportunity to make alternative travel arrangements.
In addition, some work had been carried out without our consent. It has a new tyre but there is no record that it has been done.
Gatwick airport parking is not accepting liability for the damage and refusing to compensate us for our onward travel costs.
ES, by email
Using valet parking has always been a leap of faith because if your car is damaged by a valet, or in the car park, the cover normally offered is very limited. If you do use these services a good tip is to take a picture of the mileage and fuel gauge when you drop off your vehicle as it will help with any postmortem. You did not do this.
The Gatwick service is run by NCP and, according to its account of events, it says the employee returning your BMW 2 Series to the airport reported smoke, followed by a bang, and stopped immediately.
It was thought to be a puncture, so it arranged for a replacement tyre so as not to delay your journey home on a bank holiday. The tyre fitter diagnosed the underlying problem.
The terms and conditions of this service state: “We and our subcontractors are insured for any loss or damage to your vehicle which happens as a result of our employees and subcontractors not driving carefully.”
Unfortunately for you, Gatwick says: “The damage to the vehicle in question was caused by a broken coil spring and classed as mechanical wear and tear, therefore we are unable to accept any liability. We have issued the passenger a full refund for their parking as a gesture of goodwill.”
It has agreed to refund the £150 cost of the valet parking but, after footing a £1,000 repair bill, you don’t think the explanation adds up. However, as the car has more than 50,000 miles on the clock, you might struggle to prove this was not wear and tear, as it says.
We welcome letters but cannot answer individually. Email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.
