Hi there,
If you haven't already, please reach out to us using our contact form and we will be able to look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
“Old buses not designed for the luggage.
Too long to wait - ie not enough buses. Better perhap with other off site operators rather than EDINBURGH airport.
Tbh. The airport is too busy. Given a choice you’d go elsewhere”
Hi there,
Thank you for your review.
I’m sorry to hear you found our wayfinding confusing. Clear signage is one of the most important things to have in any busy environment, but especially in an airport. Please be assured that we are actively working on our wayfinding strategy, and we will ensure feedback, like yours, is brought into the discussion.
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit and I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“I booked parking two and a half months before I was due to travel. I used the online booking system. Everything was straightforward and I had the paper confirmation of booking with me. On the day of departure I arrived at the car park pretty much at the time I had said. At the entry I received a parking ticket at the automatic barrier, which is what I expected. What I didn't notice at the time (and who does when you are heading to catch a plane) was that there was no obvious reference to my booking on the ticket; none of the numbers printed on it matched anything on my confirmation of booking. On my return, at the exit barrier I put the ticket into the barrier machine and it asked me to pay £160! I spoke to someone via the intercom and it appeared they had no details about my booking. They didn't have my registration number, they didn't have the Order ID, in fact they didn't even seem to have my name. Eventually they cancelled the demand for £160 and I was able to proceed, but there would appear to be a major glitch in the system. Did I book too early? Have there been similar problems with online bookings? It is a shame because everything else had gone so smoothly.”
Hi there,
Thank you for your review.
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Check in facility not working.
Keys left with a member of staff.
Details taken; registration number, name and destination written on a piece of paper.
No receipt given.
Upon return, had to search for someone to assist.”
Thank you for your review,
I’m sorry to hear that you found it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative.
Kind regards,
Customer Support Team
Thank you for your review,
I’m sorry to hear that you found it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative.
Kind regards,
Customer Support Team
“Paid in advance for Terminal Parking. Took 15 minutes to actually find a parking space, after driving around the car park many times.
When I came to leave the car park, they tried to charge me again for parking. The annoying thing was that the price was cheaper than I’d paid in advance!
It’s very misleading to rebook this car park as there may not actually be spaces on the day.”
Thank you for your review. If you haven't already, please reach out to us using our contact form and we will be able to look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
“The parking was fine, but this is the second time the exit machine has demanded extra money even though I’d paid in full in advance & I’ve had to speak to the office. I guess I’ll not be back because of it.”
Thank you for your review,
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
Thank you for your review,
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Not clear which car park to use. Went to long stay (2 week holiday) and was nearly charged £20 excess for being in the wrong place (having benen asked for £400 at the barrier!). Had had to walk to Long Stay at 2am and was soaked.”
Thank you for your review,
I can confirm that the directions to the car park that you have chosen can be found in your booking confirmation and we encourage customers to check these before heading to the airport especially if you are not familiar with the car parks.
Clear signage is one of the most important things to have in any busy environment, but especially in an airport. Please be assured that we are actively working on our wayfinding strategy, and we will ensure feedback, like yours, is brought into the discussion.
Kind regards,
Customer Support Team
“I pre-booked the terminal car park,when I arrived there was not one space to be had.As well
as myself, countless cars were driving round and round in search of a space.Eventually I had to park outside the designated spaces(making sure I wasn't causing an obstruction). If you pre-book,you should be guaranteed a space!”
Thank you for your review.
I’m sorry to hear that you found it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative.
Kind regards,
Customer Support Team
“I have already emailed some questions regarding an additional charge incurred despite leaving within my booked timeframe. I would like to understand the charge as there was no information as to why it was applied.”
“I arrived at the parking area 5 or 6 minutes before I had booked in for and it may be for that reason the barrier did not lift as I arrived, but I was able to phone the operator and he let me in.
However, when I came to leave, with still half an hour of booked time to go, when I tried to leave, the machine rejected my card and said I had to pay £400. With it being 11.30pm and dark I could not see or find the phone button on the machine, though the driver in the neighbourig berth told me. Then having got through to the operator, given my name and car number, and being told the barrier wouyld now lift, it didn't lift, so I had to phone again and this time it did lift.
Not a big problem, but a bit alarming at the time!”
Thank you for your review.
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit. This doesn't happen often but when it does, I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Unfortunately I had a poor experience when I tried to exit the mid-stay car park after a 2 day stay over a weekend costing £59.99. I was aked for another £130. My plane had been delayed by 1 and a half hours resulting in my exit time being exceeded by 1 hour. It was my understanding that I had 6 hours grace when a delay occurs backed up by the fact that my daughter who had parked separately for the same period and the same cost, exited without difficulty. After a sharp exchange over the intercom the barrier was raised for me to leave but without any explanation for the extra payment request.”
Hi there,
Thank you for your review.
It sounds as though our automatic number plate recognition (ANPR) system hasn't registered you upon entry. When this occurs, it means our system doesn't match you to your booking and you are then charged the roll-up rate in error upon exit and I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Not enough bus stops in the car park. This means that you could have a long walk with heavy bags. Other car parks operators generally ahve many more bus stops.
Sometimes a long wait for a bus.”
Thank you for your review,
I'm sorry to hear that you did not find the car park to have enough bus stops. I will ensure your feedback is passed on to the relevant team.
Kind regards,
Customer Support Team
“I found it very confusing to find the entrance to terminal surface parking. Every other parking option is signposted apart from terminal surface parking and I ended up in the multi storey and had to ring for advice how to get out. Once I found it there was no indication of spaces available”
Thank you for your review.
I’m sorry to hear you found our wayfinding confusing. Clear signage is one of the most important things to have in any busy environment, but especially in an airport. Please be assured that we are actively working on our wayfinding strategy, and we will ensure feedback, like yours, is brought into the discussion.
In regards to you finding it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative.
Kind regards,
Customer Support Team
Thank you for your review.
I’m sorry to hear that you found it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative.
Our spaces are the same size as parking spaces within a supermarket car park or a shopping centre.
Kind regards,
Customer Support Team
“Car park was easy to find coming in to the car park however when we returned home there was no signs to get back to the mid stay car park. We arrived back to Edinburgh around 2am and spent around 25 minutes walking trying to find the car park on our return”
Thank you for your review.
I’m sorry to hear you found our wayfinding confusing. Clear signage is one of the most important things to have in any busy environment, but especially in an airport. Please be assured that we are actively working on our wayfinding strategy, and we will ensure feedback, like yours, is brought into the discussion.
Kind regards,
Customer Support Team
