It was the collection that went very wrong. We were changed to meet and greet because short run has closed down. There were large queues of people I.e. 29 families or couples waiting to collect but no people from the company in the car park because they had gone to try and collect cars. My car was in fact there, but there was no one with the key. When the first employee came back with a car, he did not have the keys, so we had to wait for another man who had the key. We waited 30 mins just to get the key having already given the 30 mins notice of collecting our car. We allowed extra time due to the Luton fire traffic issues. I felt so sorry for other people, it was after midnight, it was cold and windy, there was an elderly man in a wheelchair and lots of children. It was woeful. A refund or credit would be most appropriate for the poor service.