“Shocking instructions on how to arrive at the Car Park and number plate not picked up on leaving resulting in a long wait to get someone to help. £360 bill showing on leaving. The only saving Grace was when I eventually managed to talk to someone they sorted the issue out but then just hung up, they were clearly having a bad day. Would not use again and will use an off site version in future.”
Thank you for your review.
I’m sorry to hear you found our wayfinding confusing. All directions and instructions can be found in your booking confirmation and on our website. There is also signage within the airport grounds that will direct you to the Multi-storey car park.
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
“Very poor. Stayed in long term which now has no bus drop off. Too many cars, which meant many were abandoned on kerbs, we eventually found a space in an extension which had been opened up. Much longer walk. Typical greed of the Airport. Flight home was cancelled and arrived back next morning to be charged £50 on top of the £36 two day fee. That is an extortionate amount for an extra 12 hours in Long Stay!”
Thank you for your review.
Our long stay shuttle bus was suspended in 2020 and the car park is an approximate 12 minute walk to the terminal. 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.
I understand the frustration that will have been caused by the flight cancellation and I’m sorry to hear that this resulted in an additional charge at the car park barrier. As advised in our terms and conditions, if you enter or exit out with the grace period, you will be subject to our roll-up rates as the time you have occupied was not pre-planned.
Kind regards,
Customer Support Team
“The car park we have always used pre covid with bus transfer has been moved. We therefore parked in wrong long stay car park we had chosen bus transfer as my husband has knee injury. We realised our mistake when fellow user explained the carpark moved after COVID. We could not find a contact number to discuss and managed on way home to do online chat and pay £20 to retrieve our car. Shock when we entered ticket to be asked for £130 and had to press help at pay station then had issue at barrier and speak to operator to get out. Cars parked on access roads and spaces very narrow to get in and out of your car.”
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.
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
“Prepaid £20 and there were no spaces,ended up having to park on a kerb so my daughter did not miss her flight,only interested in getting as much money out of travelllers as they can”
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
“The instructions provided did not match what happened on the day. The instructions stated upon arriving at the barrier it will automatically open and recognise my car registration plate, which was not the case. I had to press the button for a ticket which confused me with other parking. After arriving back in Edinburgh and inserting the ticket into the exit barrier, it said I was owes £320, which made me panic. I had to press the help button and explain I have pre paid parking and was let out.
If it was not for my children and being near the terminal building I would not have used thus service.”
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
“Dreadful experience when we arrived at the Fast Park! We were told it was overbooked and had to use the terminal parking. Couldn’t find any spaces so ended in having to abandon our car and leaving the keys for someone to park it. Will not be using this facility again.”
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
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
“Very bad I do not advise anyone to use it. When he tried to get out of the garage, they did not allow me to leave. He says the time has expired, even though I left two hours before the appointment.”
“Barrier would not raise to let me exit. I pressed the button for help. Once answered I was left waiting for a long time. The person who dealt with me was unhelpful and abrupt.”
Thank you for your review.
I apologise you thought that our member of staff was unhelpful. I am glad you managed to get it sorted.
Kind regards,
Customer Support Team
“Booked the long stay car park between 25th and 28th June. At no point in the booking process did it mention that the shuttle buses were not running and indeed the confirmation email still mentioned the regular buses running between the car park and terminal. Arrived to find out there were no buses and we had to walk to the terminal. This would be fine except one of our party is infirm and struggled with the distance given we had cases. Had we known this we would never have booked and used another service.
Also when leaving the automatic barrier didn’t register our ticket and was looking for payment of 130 even though we had prepaid.”
Thank you for your review.
I can confirmed you booked plane parking not the long stay. Plane parking does include a shuttle bus.
Kind Regards,
Customer Support Team
“Airport Parking great - shame about Coming back and getting through Passport Control. Took 90 minutes from landing to getting through passport control. An absolute joke. The people who direct us were rude and not helpful. Will avoid Edinburgh airport from now on.”
Thank you for your review.
I’m sorry to hear of the wait you endured at passport control and understand the frustration that will have been caused. We work closely with the UK Border Force (UKBF) team however, both of our arrival halls are managed by and are the responsibility of the UKBF. Though they operate within our terminal, they report directly to the UK Government, and we are unable to influence any of their processes. I would encourage you to raise your comments with UKBF directly.
Kind Regards,
Customer Support Team
“The airport parking we booked was very poor. We had booked this well in advance and when we arrived we drove about the whole car park and there were no spaces at all. We ended up having to just abandon our cars at the side of the road while we went on holiday. We were very disappointed as the price you pay you would expect 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
“Tried to charge me £160 on the way out. Almost got scammed into paying it if it wasn’t for my friend suggesting to use the call button and get the gent to fix 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. I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Edinburgh Airport is the worst international airport that we have ever used. Going through security was slow painful and very crowded. We needed special assistance and on the homeward journey was
non-existent. Luggage reclaim took far too long over half an hour. With the absence of the pre
-booked special assistance we walked out ourselves with a wheelchair and two pieces of luggage, not easy. We have vowed never to fly through Edinburgh again”
“Arrived at fastpark - waited 30 minutes to be processed, only to be told there was no space. We then had to find alternative parking and nearby missed flight.
On returning we were met by abuse from member of staff who refused to believe our story and wanted proof.
Took nearly 30 minutes to exit - not exactly fast park. Avoid!!”
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
“When booking the airport although it says refundable that’s only upto 24 hours before which it doesn’t tell you before booking. Ended up not needing to use the booking but also couldn’t cancel.”
Thank you for your review. It is set out in our terms and conditions that you are able to cancel and get a full refund up to 24 hours in advance of your booking commencing. In future if you require parking we do advise you to read all of your confirmation details as this information is set out in this e-mail.
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.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
