“Plane parking shuttle bus not well sign posted
Had 2 wait for 3 buses before there was room for us
Had changed car registration the week before but was not recognised at barrier. Wanted to charge me £180 for a weeks stay!”
Hi,
Thank you for your review.
I’m sorry to hear you has to wait for the Plane Parking shuttle bus and that 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.
Unfortunately, at the moment we are unable to change the car registration number on your booking as when we change this on our system it doesn’t reach our entry barrier. We are working with our ANPR barrier provider and developers to resolve this problem however, our car parking team can manually change this for you upon entry, where we know the manual override is successful.
Please press the intercom button at the entry barrier and our car parking team will be able to update this for you and validate your ticket. Please also have your booking reference to hand as the they may request this.
Kind regards
Customer Support Team
“Dlack of signage from terminal to the bus stop . Me and a few others took a while to get to the bus stop. Maybe it was just me but it wasn’t very easy.”
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
“Every time I park my car gets dented or damaged. I also paid for fast track passport control on return and was forced to wait for 6 people travelling with one person on crutches. I have always been told only 1 person can go through as carer with someone yet I paid extra money to wait longer than I would have in the normal queue. Also if you send email complaints to the parking they don't respond. I asked why fast track security is no longer on the site to purchase only fast pass passport control. I've been buying it through my airline to get fast pass security, and passport fastlass through parking. Unless they are lumped together and it is not specified? I obviously don't know because no one responded to me email. It also definitely does not have a seperate fast pass security any more and I've booked like 8 parking trips. Also the fees jump up excessive if your flight is delayed. I'm scared for my trip to France.”
“Very difficult to write a review about car park only as the actual airport is probably the worst ever. The first thing people arriving at Edinburgh is to walk down a fire escape!
As to the parking, yes I know I always choose the terminal surface which is probably the dearest in the world but it’s far better than all the other parking situations at Edinburgh. I don’t know what would happen when you arrive at your booked time and there is no space. So to end, this is a monopoly kartel that is extremely expensive that puts off people from using Edinburgh airport”
Hi,
Thank you for your review.
I am sorry to hear of your recent experience whilst travelling through our campus.
As advised in our terms and conditions “In the unlikely event, you book a parking space with us online, and there are no spaces in the relevant car park when you arrive, we will either provide an equivalent or better space in another car park or a reduction in price for a car park further away.”
Kind regards
Customer Support Team
“Managed to get booked into the long-stay car park without any issues. When our flight times changed I Googled how to change a booking when my car was already on site. It said I had to make a new booking. Kept trying to do that and ending up on the section for paying to get through security faster. I entered a 3 hour extension from 10am to 1pm on 6th April & thought I was sorted. Confirmation email came through as me having paid to get through security faster despite me going to pick my car up on arrival from Kirkwall. Have no idea how I ended up there.”
Hi Douglas,
Thank you for your review.
If you believe you have been wrongfully charged, please get in touch with the Customer Support Team via the form below and we will be happy to look into this issue further:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards
Customer Support Team
“Parking good but would not let us out saying that we had to pay £150. We only used the mid stay car park for the duration that we had payed for online. Eventually contacted someone who after asking for the cars registration number lifted the barrier and let us out”
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
“Hmm.... check in was easy and there was help available for me as a first time user. Key retrieved successfully. Car was quite a 'hike' from the building then the exit barrier did not open when I approached. I waited as advised but no-one turned up. I pressed all the buttons but was only able to exit with a drive through ticket which cost me £4.00 extra. No one available to advise or help. To be honest it was no more helpful than using long stay and shuttle bus. Overall dissatisfied and won't use it again.
Signage from the terminal to key collection could be better too. Also walking out of carpark to hotel was difficult due to NO signs or directions.
Oh also whoever moved my car had muddy shoes......”
“Everything went smoothly until I tried to leave the car park. I was stopped at the barrier and asked to pay £210 despite the fact that I had paid for parking in advance. This is not the 1st time this has happened to me at Edinburgh Airport car park. It is very frustrating. Surely it is clear on the electronic system that this was pre
paid parking”
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
“It is usually a flawless process but the incident of the barrier running out of power and confusion about what to do seemed to be down to either sheer incompetence or lack of planning or mismanagement.
Something to consider for the future and perhaps a back up plan would be necessary.”
Hi Louise,
Thank you for your review.
I am sorry to hear of your recent experience whilst travelling through our campus.
The issue you are referring to occurred as a result of an important update to the software operating our entry and exit booths. The update took longer than expected and the issue has now been fixed.
Kind regards
Customer Support Team
“Easy to find the carpark and a space. Vehicle registration number recognition did not work well however and as I exited the barrier tried to charge me £150. I had to buzz for assistance and they had to manually check my booking before letting me out.”
Thank you for your review.
I'm pleased to hear that you found it easy to find a parking space.
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
“can you help me please
I made a booking ref 4VBH653QT but I had to change the car as one broke down, This I did under ref NIC5Z7WM4
but I have been charged for both cars even though i only used the second one BK10RYH”
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
“Service is always good, only issue I had is I never received my first email so had to pay again as Email response was to slow. I was travelling in the morning and couldn’t risk it. Therefore I paid twice for 1 booking”
Thank you for your review.
If you have been charged twice for a booking, 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.
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
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.
I am pleased to hear that you found the car park convenient and we look forward to welcoming you to Edinburgh Airport again in the near future.
Kind regards,
Customer Support Team
“Long walk to the terminal in the dark on uneven surfaces, trying to avoid puddles of rain pulling two suitcases. No real pedestrian path until you reach the next car park and next to no signs pointing the way.”
Thank you for your review.
We are actively working on a project that will improve the long stay walking route, we understand that the walking route requires improvement, and we appreciate your patience with us during this time.
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
Hi Laurence,
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
“Arrived and was assisted by a helpful operative and on the return I received my keys and allocated space, put the ticket into the machine which didn’t work no response.
Tried to contact the help button without success for 5 mins then a ticket was produced and took this to the airport exit and had to pay £4 additional despite being in my time slot???”
Hi Mark,
Thank you for your review.
I am glad you had an overall positive experience whilst using one of our Car Parking products.
If you believe you have been wrongfully charged, please get in touch with us via the link below and the team will be happy to look into your case further:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards
Customer Support Team
