GPDQ -

Graham Weldon

This outfit doesn't deserve any stars.
I paid £178 for 2 tests, went to Exeter Airport at 8 AM and was assured that the results would be emailed to me within 24 hours.
Our flight from Heathrow was at 1:45 PM the next day and we started getting worried at 9 AM on our way to the airport, so tried calling them. All of our calls were disconnected after providing the support email address. Three emails and two hours later we still had not received a response, so we had to get last minute testing done at the airport and managed to convince the airline to accept lateral flow vs PCR in order to board our flight, which cost us £70.
We received one result the next day and no resolution from GPDQ.

Charlie Gauvain

Booked two PCR tests at Norwich Airport with a guarantee that results would come back by midnight the day after. We took our tests at 11.30am and the following day nothing came back. Email messages were sent and ignored. I called and got through but their COVID help line is only 9-6 Monday to Friday and when you get to customer services you go onto hold for a few minutes and then receive a voicemail message to say please email their support address, before cutting you off. The results did come but 50 and 54 hours after our tests and after we missed meetings that were scheduled. There has been no apology, just an email to ask us to review them - so I am. Sadly I cannot recommend them - do not believe the timescale they give you. If time is not a problem the staff at the airport were very friendly and nice - but they are obviously overwhelmed and no doubt making a huge profit at others expense. If you promise a result by a certain time you should make it. If you cannot you should be honest and respond to cutomers.

Lorna Sealy Nichols

I had to have two contacts after booking appointments at a local airport for my self and my husband. One was to correct the time given and fresh confirmation was sent within 20 minutes of me emailing. Excellent.
Now we have chosen to cancel our trip so I rang to cancel the appointments and find out if a refund was available. It was no problem for GPDQ and again I had a confirmation email within 30 minutes of my call confirming the cancellation and also a full refund.
While we have clearly not experienced the service at the point of testing, the run up to it has been 5 star.

Zoey Dawson

I was due to fly yesterday evening and so took a PCR test on Thursday morning. In the booking and confirmation emails I was assured that tests take pre-midday would be returned in 24 hours or the next day. Only after I had paid for and taken the test did I receive an update that there were delays.

Have sent multiple emails and phoned in excess of 20 times. They never answer the phone and I have yet to receive any response. It is now 50 hours since the test was taken and still no result. I have now missed my flight and incurred travel expenses and have not received any information or response.

This was a terrible experience, this company over promise and are failing to consider the impact of this on people's health and families. I doubt there will be much recourse for me if I ever get any kind of response

Bernie Rowlands

Having read the reviews for this company over the last few weeks, I began to worry about getting our pre-departure PCR tests back in time for our flight on Boxing Day. As a consequence, I have been in contact with them several times over the last week and while initially it was difficult to get anyone on the phone, they have now increased the number of customer service representatives and extended their opening hours to cope with the demand. They have been open and honest about the challenges they are experiencing with the change in the Day 2 Government PCR testing requirement and, more recently, the increased demand for testing due to Omicron; they use 3rd party laboratories to process their tests which are used by other private PCR suppliers too (who are also experiencing the same problems). Their staff are professional and polite both at Norwich Airport (where we took our test) and over the phone. We did our tests yesterday at 8 am and received the results today at 4 pm, well before the midnight deadline they are currently working to. A special thanks to Laura P who went above and beyond what was expected of her in ensuring we were kept informed throughout. I would definitely use them again.

Katrina Bradley

I ordered a fit to fly and day 2 test. I was sent out the wrong tests, and it took the customer service team a whole day to get back to me as to how to resolve this issue, therefore delaying my time in being able to send the sample off.
I then followed up 4 or 5 times on Thursday as advised by one of the customer service reps who initially helped on Tuesday.
I was advised they would be following up the lab on all these occasions and that they would get back to me. On only one of these occasions did someone get back to me with an update. And I was not advised of any issues regarding my data or test.
I then was advised on Thursday night that it should be processed overnight and results would be ready first thing in the morning, giving my flight was at midday. Again not made aware of any issues with my test.
I then followed up 2 more times in the morning which they stated they will contact the lab and get back to me, on which both occasions again no communication back to me.
I then made the decision to travel out to the airport and await my test result there. At which point a member of staff phoned me stating there was an error with the data yesterday therefore the test was made void. Apparently attempts were made to contact me. However I have no missed calls or emails to validate this statement. I was then informed that they would now run my test today, however results would not be avaliable till 2/3pm hence missing my flight.

I have now been left with a £620 holiday which I can no longer go on, and unable to currently get refunds from the flights/ accommodation. Your team have opted to give me a refund which should be expected given the services offered have not been conducted. However I am still £620 out of pocket.

I am extremely dissapointed in the service and lack of communication from your company. I tried following up so many times on Thursday to prevent this from occurring. However your company has failed me.

I would not recommend this company if you are wanting to get a covid swab to travel!

David Cousins

My wife and I had PCR tests at Exeter Airport this morning. Staff were professional and friendly and we got the results in less than 12 hours. I had had some queries before and these were all answered swiftly by email. Strongly recommended.

Danni

Booked a day 2 PCR test. I was notified there would be a delay and my result would take 48 hours. It is now past that and I have been unable to contact anyone from customer service. My friend took her PCR 16 hours after me and has already received her results. How is this possible? I am left with anxiety as to what my result is, when I will get it and whether it has been lost?

If you offer a service then you must be able to adhere to your own SLA, especially when you notify customers that you are already pushing their results back a further 24 hours.

Furthermore, to have 0 way of contacting anyone is appalling. I have not been home in 12 months and am unable to leave my home due to not receiving these results. I should be able to speak to someone to get an update on how much longer I am being forced to quarantine.