“Arrived back from Belfast late on Sunday. Was parked in the mid stay car park and had prepaid. Entered ticked into the pay machine and was told that I still had over £100 to pay! After a conversation on the intercom I was eventually told my ticket had been validated. Not impressed - no explanation or apology.”
Hi,
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.
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
“Absolute rubbish. Clicked on the map but told the video was "Private" Directions said "Take the second exit at the Double tree hotel roundabout. But what direction was I coming from ???? How do I know what the 2nd exit is. No clear instructions where and how to park and what to do. Arrived home a day late due to flight from London cancelled. Tried to get out expecting to pay a tenner for an extra day (I had pre paid for a week) but machine told me I owed £300. Reversed back from gate and spoke to 'The wee man' in the machine'. Fair play, he then let me out with a warning "Don't do it again". Absolute rubbish and the map was still not working a week later.”
Hi Ken,
Thanks for your review.
I'm sorry to hear you were unable to access our video and will raise this with the relevant teams.
We send out instructions with the assumption that our customers will use the main approach road and our maps can be found on our website.
It's great to hear that our car parking team were understanding and waived any overstay fee you should have been charged as a gesture of goodwill.
Regards,
Customer Support Team
“I prepaid parking for a business trip. When I returned the system did not let me out and instead demanded £450. Nobody answered the help call at the barrier. When I complained by email with proof of payment nobody responded.”
Hi Paul,
I can see that one of our customer support advisors has responded to your recent request and are awaiting your response to enable them to resolve your issue.
Kind regards,
Customer Support Team
“We pre paid for Long Stay parking and when we arrived and were let into the barrier we drove around the car park and could not find a parking space. We ended
up having to park against a fence at the side of the car park. It was not a space and we felt it unsafe leaving our car there but felt we didn’t have any choice but to leave it there. There were lots of cars parked up on pavements and on yellow lines also.”
Hi Victoria,
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 for parking online before travel, when arrived took us 20min going round to find at least one available parking spot. When came after our holiday at the exit asked to pay x3 amount for parking, when we paid already. Phoned help on the gate and they find our booking and tried override system so to open the gate, that took around 10min as system didnt want to work. And all that was like at 10pm. Wasnt happy at the end.”
Hi Natalja,
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.
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
“There is no system at all if you make a mistake with your booking and have to change/amend. Ended up making two bookings for one parking requirement.”
Hi Steven,
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
“Poor amount of disabled spaces and extremely rude and unhelpful staff in kiosk when I asked a question about my ticket. He accused me of putting wrong registration in and claimed our registration was not normal. Guy was a joke”
Hi Eileen,
Thanks for your review.
I will pass on your comments regarding the team in the car parking office as what you have described doesn't embody the values we pride ourselves in.
In terms of the number of disabled parking spaces, I can confirm that we are compliant in our allocation. However, if there are ever any issues on the day, please let us know and we will always provide suitable alternatives.
Thanks,
Customer Support Team
“I had prepaid my car parking for 1 week and was shocked at exit to be asked for £277. The member of staff told me I had incorrectly inserted the car registration year as o (letter) instead of 05. That was simply not true. It would have required me use a deliberate upper case key and have a fundamental misunderstanding of the numerical element of the number plate. A relative has had a similar problem with your vehicle number recognition system and your staff member had to override the system in the same way.
I am unlikely to use your car park again and will tell others of my experience .”
Hi there,
Thank you for your review. I'm sorry to hear of your recent poor experience.
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
Hi there,
Thank you for your review.
Our Long stay car park is marketed as one that does not have a shuttle bus and is approximately an 8 minute walk to the terminal. The walking route is not up to the standard we would like however we are working on improving this.
Kind Regards,
Customer Support Team
“Over booked long stay car park caused concern and spent ages trying to find a space, had to join others and park out of a space on double yellow lines. Not what I expect when I booked parking. No warning either!!”
Hi,
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 lack of a bus service from the long stay car park to the terminal is very poor. Trolleys should be stationed at the car park for users if the bus service is not available. There are too many cars dumped on double yellows and pedestrian areas. These should be taken to a Pound and a fee charged for release. The pedestrian walking route is prone to flooding - this is unacceptably poor management/planning. It doesn't take much effort to get this right.”
Hi there,
Thank you for your review.
Our Long stay car park is marketed as one that does not have a shuttle bus and is approximately an 8 minute walk to the terminal. The walking route is not up to the standard we would like however we are working on improving this. I can confirm there are trolleys that are stationed at various different points within the long stay car park.
Kind Regards,
Customer Support Team
“We were very disappointed with the customer service and inflexibility of Edinburgh Airport parking. We missed our flight and so instead of parkung for a week weparked for less than 3 hours. We asked for a refund orva voucher to use next rime and No was the answer by email. Very poor customer service infact none.”
Hi there,
Thank you for your review.
The link below will take you to our terms and conditions:
Car parking terms and conditions | Edinburgh Airport
As per our terms and conditions, There are no refunds for any bookings made but not used, and bookings cannot be transferred or sold to other people.
In this instance we would encourage you to contact your travel insurance provider to enquire if you may be entitled to a refund via their cover.
Kind Regards,
Customer Support Team
Hi there,
Thank you for your review.
We do use the standard 24 hour clock format on the booking engine. All booking do come with a 2 hour grace period as standard after this if you do not extend your parking for the required time you will be charge the non pre booked rate.
Kind Regards,
Customer Support Team
“Paid a large premium to park in multi storey to be told it was full when I arrived and redirected to overflow up at avis rental.... email of complaint sent three days ago still not even acknowledged”
“Airport is generally fine, however, signage for the temporary arrangements from the long stay car park is very poor. On parking on arrival, there are no clear signs indicating where the walkway is. We had to walk out via the vehicle exit and blindly guide our way across roads with no pavement, across tramlines and negotiate a roundabout in heavy traffic carrying heavy luggage. Luckily it was dry. On return we had a better idea of the layout however no signage as we left the airport building and we were lucky to take the correct route for 100yards before we saw the sign for the long stay car park. Very poor experience, we are regular fliers and laughed it off, but a couple of less mobile people in bad weather may find themselves in a hazardous situation. From a health and safety point of view I think you need to improve signage before someone gets seriously hurt trying to find their way in the dark.”
Hi there,
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
Hi Gordon,
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 we will be avoiding Edinburgh Airport in future due to the way our flight was treated on return. Passengers made to walk up and down rows like hamsters on a wheel at passport control, then made to wait for another hour after that for luggage which was soaked through from being out in the rain. Obviously some other airlines had priority over our delayed Brussels Airline flight. At least the damage to my luggage was less than usual. Taking customers for granted means we will use Glasgow next time.”
Hi there,
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.
Both of our arrival halls are managed by and are the responsibility of the UKBF. You are welcome to fill in the UKBF online complaints webform:
https://www.gov.uk/government/organisations/border-force/about/complaints-procedure
I appreciate how frustrating the lengthy wait for your luggage must have been.
The baggage delivery process is the responsibility of your airline and their contracted handling agent, which in this instance is Swissport. I would encourage you to contact your airline as they will be able to investigate the matter with their handling agent and provide you with a full response.
I hope future travel with us is on a more positive note.
Kind Regards,
Customer Support Team
“Long stay - left exit - machine would not take ticket. Reversed and moved to middle exit - damaged bumper on ridiculously high kerbs. This machine took the ticket but demanded money (the booking was prepaid) had to call customer service to get out. Very poor.”
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
