“Although I had pre-booked the automatic number plate recognition didn't work which led to a delay in exiting. I understand from others that this is a common problem at Edinburgh airport, but I have had no such problems elsewhere, e.g. Glasgow”
Thank you for your review. Our ANPR system has experienced some issues that we are aware of over the last week. We are working on a solution to get the system back operational as soon as possible. Thanks for your patience.
Kind regards,
Customer Support Team
Thank you for your review. I'm sorry to hear you had difficulty locating a space in the car park. In future if you encounter the same problem if you press the intercom at the exit barrier and a member of our car parking team will be able to direct you to a suitable alternative.
Kind regards,
Customer Support Team
“Car park looks like it’s going through some work which makes it hard to navigate around it and see where available spaces are. Road surface difficult to pull trolley cases over.”
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
“We had booked a space with allegedly bigger spaces but we certainly didn't find any. It was good for a short walk to terminal building though. We also had a panic upon leaving and putting the card in as it showed up £150 was due. We had to then scroll for the booking on old emails then give the booking ref, to then be let out. This shouldn't happen.”
Thank you for review. All of our car parking spaces are standard size across all our car parks and we don't offer a service that provides larger spaces, with the exception of spaces for blue badge holders. In future if you have any issues finding a space if you ring the intercom at the exit barrier and a member of the car parking team will be able to provide you with a suitable alternative.
Kind regards,
Customer Support Team
“All I can say is that I parked my car, and it was still where I left it when I got back. As 'an experience' it was really quite underwhelming. The overall appearance of the car park deserves 1 star: if the carpark were covered with solar panels then I would probably give it 3 stars, but let's face it, it is never going to be pretty. The entry and exit process of driving through a barrier was similarly underwhelming as an experience easy enough for me not to screw it up.”
Thank you for your review. I'm glad you managed to enter and exit the car park without any issues and hope you would consider parking with us again.
Kind regards,
Customer Support Team
“Took 15/20 minutes of driving around the carpark before finding a space. Spaces are tight together. Some vehicles were just abandoned on pavements.
When leaving I put in my ticket when the screen then said 'outstanding amount £266' luckily it was easily sorted through the intercom. Would use the parking again.”
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. If our ANPR system does not detect you on entry it will charge you the roll-up rate in error on your return. I'm glad you managed to get it sorted at the time though.
Kind regards,
Customer Support Team
“First time used was great. Second time, my flight was cancelled prior to departing. It was far too difficult to attain a refund for "long stay refundable" car parking. It took waiting to speak to a online chat bot which reccomended I sent an email to customer support. I did, (prior to my allocated time spot) by the time I was replied to, I was out of the refund time - although after explaining the circumstances I did get a full refund. My gripe, is how difficult it was to get this refund, as this must happen quite alot! There should be a simpler method.”
Thank you for your review. If you flight has been cancelled by your airline we will always consider refund requests where we can and we do have several contact options available on our website which you can use.
Kind regards,
Customer Support Team
“System generally works quite well, but on my last visit the automatic recognition of the car on exit had failed.
Last two visits have incurred substantial changes and adjustments to the car's settings. I appreciate that individual drivers will need to change seating and mirrors, but there seems no reason at all to mess with a/c, radio, auto brake etc. etc.”
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
“I had paid to park here for 1 week and arrived at 12pm and it was extremely difficult to get a space I spent 15 mins trying to get a space. Yes it was only few minutes walk to terminal building, however road surface very uneven which was difficult when returning to get car at 0245am and pulling cases and with my 75year old mum with me I was worried incase she fell.”
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
“On entry we couldn't get a ticket at the barrier. On our return to the airport, we had a problem getting out of the car park but this was solved by the assistant on the call button.”
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
“No number plate recognition when we approached on way in. Had to contact intercom on way out. As for the airport, it is a terrible place. After our plane landed we waited 35 minutes for a stand to become available so that we could disembark. Totally unacceptable. I know of others who have had the same experience. Pilot was seething and so were the passengers.”
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. The disembarkation process is the responsibility of your airline and their contracted handling agent, whilst I understand the wait would be frustrating this is not an area in which the airport is directly responsible.
Kind regards,
Customer Support Team
“The bus drivers between the car park and terminals are brilliant.
The instructions are flawed. You are told you will get a ticket at the entrance barrier, but you don't and the assistance buttons don't work. The contact number is just a recorded message and doesn't provide any help when the barrier doesn't open. Thankfully the bus drivers helped out.”
Thank you for your review. In future if you do encounter any problems on entry or exit to the car park if you ring the intercom a member of the car parking team will answer as soon as they are available to assist you.
Kind regards,
Customer Support Team
“The car parks are very convenient, however, the indications of how many free spaces there are in the multi-storey car park is not working. The sign said 350 free spaces on level 2, didn't find any. Also, despite pre-paying we were then advised we were to pay £200! This was quickly sorted to be fair, but it shouldn't have happened.”
Thank you for your review. This is an issue which we are aware of and are working on having a solution in place for it soon.
Kind regards,
Customer Support Team
“Very efficient and easy to find. Not many spaces when we arrived and cars were abandoned everywhere making it hard to navigate, I luckily found a space after about 10 minutes of driving round.”
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
“Parking is fine, I think signposts need to be clearer so you know that you are in the correct car park to what you paid for. Furthermore, when we went to leave we didn't get let out with the original ticket as the machine said we had a balance of 190 to pay however this was corrected pretty quickly.”
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
“Easy to find. Spaces available. I had pre-booked my parking, got a ticket when I arrived and when I entered this on leaving, was advised I needed to pay. Called for assistance and it was sorted, however this caused some anxiety.”
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
“Conveniently close to airport - however barrier was broken when arrived meaning we didn’t get a ticket (despite already booking online)
A hassle getting back out / trying to explain to the operator we didn’t have a ticket so could not put it in the machine.
Not sure why this was even required given they also had my registration.”
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. I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
Thank you for your review. Our long stay shuttle bus was suspended in 2020. The car park is an approximate 12 minute walk to the terminal and we find it to be a manageable distance for most customers. Those who find the distance unmanageable can contact us directly to discuss how we can support them.
The long stay car park is marketed as a facility that does not have a shuttle bus and this is confirmed on our website and booking confirmations.
Kind regards,
Customer Support Team
“Terminal - even though I prebooked, at £63 for a day and a half it is the most expensive parking anywhere. That said it should be drive in and drive out, so when the car park again failed to recognise my number plate I then have the hassle to get out and prove I’ve paid!”
Thank you for your review. We always encourage passengers to pre-book parking. We offer car parking pricing for 2 years in advance for different lengths of stay. Our pricing is dynamic and continually changes based on many different factors such as demand, occupancy and lead time making it possible for the pricing to change from booking to booking however, we offer competitive pricing against other providers.
Kind regards,
Customer Support Team
Thank you for your review. This is an issue that we are aware of and are working on having a solution in place for it soon.
Kind regards,
Customer Support Team
