Putting Customers First: Thirteen Years (and Counting) of Exceptional Airport Meet & Greet Service

From day one, thirteen years ago, I Love Meet and Greet has held tight to one guiding principle: the customer must always come first. Since launching in 2012, this ethos has shaped every decision, every initiative, and every milestone—with Founder & Managing Director Sarah Anglim leading the charge with a deep-seated customer-first ethos.

Sarah, who helped introduce UK meet & greet parking at Gatwick in 1984, explains: “To be a successful airport parking brand, the customer must be the core focus of your operation. This has been true since I started my career in 1984…” Her decades of industry experience have given her a unique vantage point: one where customer convenience, peace of mind, and seamless experiences are non-negotiable.

That core principle is woven into every facet of the meet & greet operation. Whether it’s innovating new services or refining the basics, it all comes back to making travel easier and more enjoyable for customers.

Take the introduction of Park & Deliver, for example—a hybrid service intentionally designed to give park & ride users a taste of meet & greet convenience. Sarah shared: “Whilst the basics of polite, punctual service delivered by professional drivers are still the same as they were back in 1984 … we believe it is important to explore new products.” This reflects genuine empathy—understanding that travellers want choice, but never want to sacrifice simplicity or courtesy.

Another shining example? The commitment to terminal forecourt service. Sarah says, “The forecourt is directly outside the terminal… it is easy to access and it is well lit. Over the past three decades we have had to work hard to protect the customers’ right to use the forecourt.” By fighting for access to these forecourt areas, I Love ensures customers spend less time navigating long car parks and more time focusing on their trip. Speed, safety, and proximity—all driven by respect for the traveller’s experience.

Award-winning service, rooted in customer satisfaction, speaks volumes. I Love is highly ranked meet & greet operator on Holiday Extras, with 92% of customers saying they’d book again—and more reviews than most competitors. Sarah underscores the reason behind this achievement: “Our top spot as the customers’ favourite is due to the dedication and professionalism of my teams at Gatwick and Stansted airports.” It’s a testament to staff—from drivers to customer service advisors—who share a united mission: making every booking feel effortless, personal, and secure.

This customer-centricity has also been recognised by one of the UK’s most trusted consumer watchdogs. Which? magazine recently singled out I Love Meet and Greet as one of only four recommended airport parking providers across the entire country. Each year, Which? conducts a detailed survey of the airport parking industry, gathering thousands of responses from travellers. They evaluate providers against criteria such as ease of booking, clear communication, transparency of pricing, punctuality, staff professionalism, and the overall customer experience. To be included in the Which? recommended list is an exceptional honour, reserved for those who consistently score highly across the board. For I Love, it’s proof that a relentless focus on the customer delivers results that are recognised on a national scale.

And the customer-first philosophy isn’t just visible in the service at the terminal—it runs through every part of the operation, including what customers don’t see. Behind the scenes, the movement of vehicles between car parks is part of a carefully choreographed process designed to minimise waiting times. Cars are organised so that when customers return, those who land first have their cars brought forward first. This complex logistical dance may be invisible to the traveller, but it ensures the moment they walk out of the terminal, their car is ready and waiting. Every decision, even down to the sequence in which vehicles are parked, is made with one goal in mind: putting the customer first.

The customer-first mindset also extends into social responsibility. In the blog “How green are the media?”, Sarah turned the spotlight on environmental consciousness: “We felt that when we are engaging with our customers, they are in ‘holiday mode’ … we can use that moment to raise the awareness of this issue.” By inviting travellers to recycle flip-flops, I Love used a fun, timely campaign not just to engage customers, but to encourage them to be mindful holidaymakers. It’s a perfect example of blending customer connection with broader social responsibility.

Behind the scenes, this ethos is embedded through the team. From former Meteor colleagues to customer service advisors, every staff member embodies the values Sarah established from the start. As noted on the “Our Team” page, the group “fully believe in the I Love meet and greet values” and work in an environment “where professionalism thrives.” These shared values ensure that from booking to car return, customers experience consistent dedication.

So, after thirteen years, what defines the customer-first culture at I Love Meet and Greet?

·         Experience with Empathy: Sarah’s decades in the business inform every service refinement—from forecourt access to product offerings like Park & Deliver.

·         Constant Innovation: The introduction of products tailored to customer needs shows adaptability rooted in listening to travellers.

·         Recognition through Reviews and Awards: From Holiday Extras’ top ratings to Which?’s rare endorsement, customers themselves validate the company’s service excellence.

·         Choreographed Behind-the-Scenes Care: Even vehicle movements are planned to reduce waiting and put customer convenience first.

·         Ethics and Engagement: Environmental efforts and community awareness campaigns connect beyond parking and resonate with customers' values.

Looking ahead, the next chapter of I Love will surely remain grounded in these core beliefs: authenticity, responsiveness, and placing the customer's experience—and convenience—above all else.

To our many customers who have trusted us over the years—thank you. For those considering us for the first time, welcome. You’re not just booking a parking service—you’re joining an experience built around your expectations and designed to exceed them.