“Signposting wasn't clear so I ended up being let through a different car park by a staff member and told I needed to use the intercom when I left as the vehicle recognition cameras weren't on this access. When I went to leave, the intercom wasn't working, and myself and another customer were stuck for 20-30 minutes.”
Hello Chris,
Thank you for your review.
Our car parks are signposted by wayfinding, located in key traffic areas. I’m sorry to hear that you found our wayfinding to be unhelpful. Please be assured that we are working hard to upgrade our wayfinding where required.
Kind regards,
Customer Support Team
“Gate didnt recognise number plate and had to find booking reference while queing at barrier on way in. On way out lots of fences in the way to getting back to car and very disorientating (Im an experienced hill walker with good navigation skills!) But not too bad a price and car was secure.”
“On our return, there was a very large crowd waiting for the Plane Parking bus at approx 2.30 am. 14May.
The crowd grew even more behind us until the bus eventually arrived approx 15 mins later.
Luckily we were among the last passengers to board, with more than a dozen left waiting.
On board it was carnage with inadequate space for luggage, and suitcases everywhere in the aisle.
We've used this park a few times before, but this single bus was completely inadequate for purpose this time.”
Hello David,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. I will pass your feedback over to the relevant team and ensure that this is looked into.
Kind regards,
Customer Support Team
Hello John,
I’m sorry to hear that a trolley was left close to your car.
We have a trolley collection plan in place and our teams do attend all external areas to collect trolleys throughout the day. Unfortunately, its often the case that as soon as we collect our trolleys, more appear.
We would always hope that customers will leave trolleys in a designated bay and I’m sorry that this did not happen on this occasion.
Kind regards,
Customer Support Team
“Problems leaving the parking area as the barrier would not open and looking for a fee over £100 to allow me to leave.Had to pass on my registration which caused a delay. I have had the same issue before when leaving parking area.”
Hello David,
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
Kind regards,
Customer Support Team
“It was fine but I don't.t no why I got charged £6 to exit the car park as we were well in time 12.25 am what is your window for going past your time limit as wee hade it booked it to 12.30 am”
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
“I parked at the mid stay car park and was very pleased with the parking set up and easy access to the airport.
I was however somewhat disappointed by the amount of litter generally transparent when I arrived in Edinburgh. It lets the whole country down and is a sad indictment on Scotland”
“Very poor experience on entry.Missed the turn and ended up in 'drop off' which cost me £5.Second time around ended up in Fast Track. Assistant released me into my car park.
Signage very poor.Especially in dark and extremely busy at 4.30 am
Conversely exit experience was as it should have been
My £5 should be reimbursed”
Hello Ian,
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
“I am a blue badge holder and 8 out of 10 times there are no available spaces when entering the fast park area ! Also I pay for charging and every time I come back for my car , it’s still in the charging area plugged in . Even though it had been charged for hours as I can see this on my phone app . Not very “ fast park to me “.”
Hello,
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.
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. If you do face this issue again with available spaces in our carparks, please reach out to one of the team who would be happy to assist,
Kind regards,
Customer Support Team
“Prepaid for a couple of days parking at terminal car park. On exit, barrier charge displayed £135 due . Pressed button for help and after explaining we had prepaid it was resolved with the barrier being raised . However this was done without a single word of explanation or apology which was downright rude . Second time this has happened and could cause distress for folks”
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 understand the frustration that it causes however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Second time I have used plane parking, thought it excellent value apart from the lengthy wait for the bus at the airport to return first time I just thought it was a one off however second time was unacceptable”
Hello Jim,
I am saddened to hear you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. I will pass this feedback over to the relevant teams.
Kind regards,
Customer Support Team
“Very convenient parking and easy collection on arrival. However whoever moved my car from where I left it to where I collected it changed the seat position, height, recline level and seatbelt height, the temperature and fan was set to max. Fair enough if they need to move the move the seat forward or back a bit but no need to mess with everything.”
Hello Frank,
I understand the frustration caused by the changes made to your seat and mirror positions, especially when we know it can take some time to get the adjustments just right. However, our drivers all vary in and for their safety when operating your vehicle, they must alter the seat and mirror positions.
Kind regards,
Customer Support Team
“Better signage is required at the barriers when you come if the first mini round about and have to make a decision to go straight of or to the right when both options are through barriers. I was not the only car stopped confused by which way to go.
You need to notify customers when the security fast track bridge will be closed. I picked that car park for the bridge option and when I got to the end of the bridge was met by a locked door. A workman had to tell me it was closed, there was no signage indicating this. It meant I was running late for my flight as I had to go back and enter the airport via the main entrance. This was stressful and disappointing.”
Hello,
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
“Great position in walking distance to the terminal. The whole process was simple and effective. The only negative was when leaving the barrier would not raise and the system claimed I was due an additional £310 in overstay charges. Upon speaking to the attendant the barrier was raised. Unknown why it showed additional charge.”
Hello Graeme,
Thanks 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
Kind regards,
Customer Support Team
“Good parking and directions. Bus every 10 mins is ok if the e weather is good and the stops are close but there is not enough bus stops. Also in arriving back we were refused on the bus as driver said the bus was full but there were over 10 seats not used so had to wait for the next one and it was late at night and we had children who were very tired”
Hello Paul,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. 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
“Been happily using fast park for a while so was taken aback to discover after being let through the barrier that I had somehow mistakenly booked mid stay. My fault but I wish my mistake had been pointed out before letting me in and then charging me to get out! Mid stay ok but it took a while to find a space. Not a long walk to the terminal but wouldn’t fancy it in bad weather or the dark.”
“This was the first time we’d used fast park. Dropping car off was fairly straightforward, however finding car and finding a city to car park more challenging at 2am in the morning.”
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
“Great value for money. However, the surface of the car park needs improvement - there are areas where dragging a wheelie case is extremely difficult.
Also, the signage from the terminal is terrible. Twice I have gone the wrong way towards the signs for the short stay parking because the signage to the mid and long stay parking actually says 'PLANE PARKING' in small letters next to the very large TAXI sign. A simple fix would make it much easier to navigate.”
Thank you for your review,
I'm pleased to hear that you are happy with the value of the car parking services. 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
“Terminal parking is easy, quick and efficient. Number plate recognition worked perfectly, and it's close to the terminal (as the name would suggest) so is well lit and there are a fair number of people around so I felt safe, even very early in the morning and returning late at night. There are very few spaces available however, and the spaces do seem quite narrow, not helped by people not parking in the centre of their space. I got another ding in my car door.”
Hello,
Thank you for taking the time to provide us with your feedback about your recent experience with our Terminal Parking service. We are delighted to hear that you found the parking process to be easy, quick, and efficient. We are also pleased to hear that our number plate recognition system worked perfectly and that you felt safe and secure during your stay.
However, we are sorry to hear that you had some issues with the parking spaces themselves. We understand that the number of spaces available can be limited, and we are working to increase our capacity in the future. We also appreciate your feedback about the space widths and the issue of cars not being parked in the centre of their spaces. We will take this into consideration when reviewing our parking layout and signage.
Thank you again for your feedback.
Kind Regards, Customer Support Team
