“From: Jamie Black
Date: 5 December 2022 at 10:56:35 GMT
To: customersupport@edinburghairport.co.uk
Subject: Parking refund
Please can you arrange an immediate refund as we arrived late last night collected our vehicle only to be hit with a £150 bill to exit the airport.
Despite repeated efforts to contact your team via the call button we were left with a situation where it was late at night and the only way to exit the airport was to pay.
Parking was prepaid, reference : UCTPS3IOE.
The two receipts given by your machines are attached.
On analysis of the ticket given on arrival at the airport it looks like your vehicle registration recognition system may have missed a letter 10DE instead of 10 DEM.
Many thanks
James Black”
“Despite paying over £70 for a 2 week period and leaving within my time I was not allowed out unless I paid £418 at departure! Eventually, I was allowed out after speaking to someone on the intercom......”
“First time I have used the car park in three years but things haven't changed much. Despite having booked and paid online, I was asked to pay £675 on exit. Quickly sorted out via the assistance button but not what you need after a long day travelling. The car at the adjacent exit was having the same problem.”
“The automatic seamless process is spoiled by manual intervention.
The only slow part is the staff, there is literally no need for them.
1) Staff stop you before entering the ANPR section. This takes longer than entering and pressing the green button. This adds zero value to the trip and slows process down.
2) Staff then upon entry to key drop have customers waiting in line for no reason. Friendly but absolutely no need for anyone to be there. Scan barcode out pops the label, attach label to keys and send it on the big key bin. A 1 minute process takes 5-10 minutes for someone else to have you lined up and take in turns walking through the extremely simple instructions.”
“After a difficult drive to Edinburgh airport in thick fog from Perth leaving at 3 am, we were greeted by an abrupt and hostile female Fastpack staff member. Cornered by her 4x4 and hooted at - I thought it was another customer we had somehow angered- She did not politely help us but when I said I was unsure where to park barked 'You have been told twice' when in fact we had not been told at all. Staff we met at the key drop however were friendly and polite. The individual concerned needs to be less aggressive and more helpful to firsttime customers.”
“Parking was fine. But the free priority boarding was worse than pointless. The access from carpark was locked (and also marked as a fire exit - so scary that you got to the end of a bridge to find no way to exit!) so actually increased the hassle of getting through security”
“The system needs to be fixed while going out.
After paying before coming to the park, the machine asked for £140. This has happened consistently in the last 4 weeks, when I spoke to someone via the machine button, no reasonable reason was offered for this.”
“We had prepaid but our car registration was not recognised so the barrier would not go up. We pressed the button on the entrance machine which raised the barrier. On exiting the car park a week later the machine then asked us to pay. We had to use the help phone to sort it out.”
“A second rate airport service. Very poor for an international airport. No shuttle bus was in operation for the long stay car park. It was pouring rain so no cover when walking to and from airport.
The car park was very poorly lit, with a very poor pedestrian entrance. Exit signs were exceptionally poor in the dark and in the rain. We had issues with our pre paid ticket at the barrier at 10.15pm which told us we owed £224 and no-one picked up at the barrier intercom. We had to reverse out and go to one of the central paying units and use that intercom. The man on the other end resolved this very quickly.”
“I use to work at Edi AIrport and am familiar with the layout regarding car parks . Sadly the last 2 times where I have pre booked online for a long stay , when departing I have put my ticket into the machine and it has requested additional payment ( one at £150) . Happy to ask for assistance at the barrier to exit but feel thins needs to be addressed”
“Being charged £140 when leaving carpark,when you prepaid with a booking was not the best way to return from a 4 day break. This was rectified by the man at the end of the intercom.”
“Pre booked and paid and after returning around mid night had problems getting out the car park saying we had to pay £140. Had to sit until the person answered the ring as it seems to be happening to some one else. Very poor service and not a nice end to a holiday”
“Not great as we were charged £130 when we left which was a mistake luckily the man there was helpful and it was a misunderstanding and we didn't have to pay my partner had this problem before so he reassured me it sometimes happens.
I will use this service again as need to fly regularly from here but do be query everything as you leave at the end !”
“Edi has good park and a pretty surprising cheap prices but this is a the second time I’ve prepaid and at the exit gate they want £500 and then £210? I have to sort out instead of getting on my way”
“I have previously used the Long Stay car park but the lack of shuttle buses meant that I had to pay more for the Terminal car park because it would not be possible for older members of our group to carry heavy luggage 12-15 minutes to the Terminal. Despite pre-paying for the parking I was met with a demand for 165 pounds at the exit. I had to call for help to get the barrier raised.”
“The number plate reader never works. Everytime i try to leave it tries to charge me again at the gate, £95 last time £115 this time even though i have pre -booked and paid . It is very frustrating for me and anyone behind me while i try to talk to the representative and get the gate opened. Poor”
“It was all fine until we got to the barrier, after 36 hours of traveling it wasn't helpful to find we had a £765 charge even though we had a pre paid voucher. It was sorted out by quoting our registration number, but not what we needed at the time. This is not the first time this has happened”
