Thank you for your review. If you can please fill in our contact form 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 I logged into my account it showed as no bookings. I emailed to query this and was told that I had booked on a guest account and I could view and alter my booking by following the link provided. The link took me to a page that kept showing an error when I tried to retrieve my booking. Since I had given all my booking details in my email and they were able to tell me that I had booked on a guest account I was satisfied that my booking was in the system. When I arrived at the car park my reg wasn’t atomically read as was described in my confirmation email and I had to push the button to get a ticket. On exit the machine tried to charge me £150. I used the telecom to speak to an operator and explained that I had pre booked and gave my reg. the operator then disconnected without informing me that they had found my reservation and left me panicked until the barrier opened. This was my first time staying in the mid stay car park and I can’t say I will be booking it again.”
“Usually book long stay & do the short walk but decided on terminal parking due to offer on price. Never again, took ages looking for a space, in the end parking in an overflow area. While long stay is getting busier & busier, never had this kind of frustrating experIence. One positive was getting out straight away with machine recognising my prepaid booking, as other times I have had to call the attendant.”
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
“I recently used Plane Parking at Edinburgh Airport and found the process of booking straightforward, but accessing the parking area on arrival and my return to it poor. The congested state of the access road and temporary traffic lights stalled progress. In addition on my return the bus was delayed in leaving, presumably waiting for more passengers, which didn't arrive. Also this bus was absolutely filthy and had no special luggage space allocated, which my arrival bus did!!
Date of experience: 07 June 2024”
Thank you for your review. We have recently commenced resurfacing works of our alternative access road and unfortunately this will mean there is some disruption to traffic accessing plane parking. We are hoping that the works will be completed in the coming weeks and we are sorry for any inconvenience caused.
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
“When leaving the car park I was fined £150 which was subsequently returned to me as I understand that the ANPR did not work. A very embarrassing experience having guests in the car.”
Thank you for your review,
I can see that our support team replied to your feedback and issued a refund for the overcharged amount. As advised our automatic number plate recognition (ANPR) system didn'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
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
“Only needed a couple of hrs to pick up family but due pricing structure this cost me £39! That and the poor signage makes it very stressfull to find the multistorey... as far as recommending anyone you have a monopoly at the airport your service is a need not a want.”
Hi there,
Thank you for your review.
For picking up/dropping off passengers you are not required to make a booking and can pay the drive up rate on the day. For more information on the options available, please see the link below:
https://www.edinburghairport.com/transport-links/pickup-and-dropoff-zones
Kind regards,
Customer Support Team
“Barrier didn't go up on arrival caused stress buzzed let me in. Trying to leave ticket asked for 195.00 when pre paid again had to buzz very stressful after flight. Nice staff on intercom dod let me out and didn't have to pay as already had. Overall poor show.”
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 and I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“£90 for 3 days terminal parking - and not a single space available in the terminal car park! Kind of beats the purpose of paying to be close to the terminal when you end up in the overflow.”
Hello,
Thank you for your review.
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 understand your frustration 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 plane parking is far away and takes a while to get in. The overall extra time is close to 20-30mins!
I'd normally select the multi story but the cost was astronomical £169 for 3 days so we plumped for the £59 plane parking. The bus was fine but took so long overall. And then you have to walk from the bus stops beyond the taxi ranks. Seems like budget or bankrupt is the choice. And despite the prepay the barrier in exit asked for another £120 - we had to use the intercom to get the barrier raised.
Overall if I was in my own I'd definitely not choose to park there especially if in the dark.”
Thank you for your review,
I'm sorry to hear that you had to wait longer than anticipated for the Plane Parkin shuttle bus.
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
“Could not find a space, even though the signs were indicating plenty of spaces. Ended up finding one space on the roof, after about 30mins going round and round”
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
“Very poor service.
Return flight delayed by 6 hours , so contacted cust. support and got an email from your Mellisa assuring me my exit was extended by 6 hours.
Tried to exit , but refused and had to go through it all again over intercom .
Really annoying after a tiring day .
Poor stuff !!”
Thank you for your review. I can see from your correspondence that you received you were not advised that your booking had been extended however you were advised that our grace period was 6 hours at the end of your booking. If you overstay outwith this time then you would be subject to an overstay fee at the relevant fee.
Kind regards,
Customer Support Team
“Despite booking correctly online the machine saud I owed £120 when I went to exit. I had to call for help and it was confirmed as a machine error. Not good at all.”
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 was ok but my easyjet return flight EZY3210 booking K7D9156 got delayed 6 hours so I had to pay £150 above the prepaid £40.
And I didnt even get a receipt, which i need to claim to easyjet.
I need a receipt for my the extra paid beyond my booking 295EAORN1.”
Thank you for your review,
If you believe you have been charged in error please fill in the below form and we can look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
“It's a big space with spaces, so does that well. However, without fail, anytime I leave the barrier will prevent me; stating there is an outstanding amount (spoilers: there isn't!). I press the button and some boyo will tell me the system doesn't recognise my registration plate or concisely just go, "Aye" and let me out. I think the last thing people want is to be delayed further after air travel ("oh poor me! I was prevented by 30 seconds to get my destination after enjoying the great privilege of travel").
Fix your system, please, and I'll give you FIVE STARS *****”
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
“Pre-booked parking. Arrived to find that parking area closed off for repair works, no directions where to go. Saw a worker who told me to go to short term parking and thankfully gave me directions. Checked through entrance barrier intercom this was ok. Short term car park was full and after ages driving around without success exited and started to look elsewhere. Saw a sign for additional parking. Tried there and eventually found a space. Was very glad I had arrived in plenty of time for my flight. When leaving I put my ticket in and was told I had to pay £120! Waited a while for intercom to work and eventually barrier was opened. Airport Parking must have known when I booked that the car park would be closed for works but did not inform those booked to park that day. It made the process stressful and after a flight delay the thought of being charged a further £120 made it worse. Poor customer journey and service.”
Hello Susan,
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.
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,
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
“Booked and paid for 2 days. Entered and left car park within 36 hours.
On presenting ticket to machine on exiting car park I was asked to pay £120.
Quickly sorted out by the "help desk" but should not have been necessary.”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
