Hi there,
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 booked FastPark for two weeks across Xmas, leaving on 23rd December and returning 6th January. I arrived back with my wife, 4 year old son and lots of luggage at 09:45pm, our car was supposed to be ready for us at 10:30pm. It wasn't ready, not even close. Instead of our car ready as we had paid for, there was a large queue of people. None of their cars were ready either. Instead of driving home, we had to wait over an hour for our car, close to midnight and in freezing conditions. When our car was brought out, it wasn't defrosted and the clutch had been burned terribly. I was very unhappy with the service received and the defensive excuses given. I won't be using FastPark again and I'd recommend others follow suit. It's cheaper to use the long stay and at least your car is ready as soon as you come out.”
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
“Booked FastPark and upon returning into Edinburgh at 11:30pm, with my elderly mother, baby and 3 kids we made our way to pick up our car. There was a queue of approx 50 people and one member of staff who advised us there was only him and 1 other on duty (due to staff sickness) which resulted in us having to wait almost 2 hours to collect out car. We were advised to request a full refund, which we did and were only given 50% refund. This has definitely put us off from booking FastPark again. We were not aware that the vehicles were taken off site to a yard some distance way.”
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
“Did not receive the service that we booked due to the car park being full so had to park in another car park further away which did not suit us at all as I have mobility issues”
Thank you for your review,
I'm sorry to hear that you were unable to enter FastPark and I understand the disappointment that will have been caused.
The day that you arrived was a particularly busy day for our FastPark team, and they experienced a large number of arrivals within a short space of time. Our team work to a schedule of arrivals, and we rely on customers arriving roughly at the time they have booked however, early or late arrivals can greatly impact our operation. Our team do their utmost to prevent disruption however, on this occasion due to the number of cars in FastPark approaching capacity, a decision was made to transfers customers to one of our alternative car parks that still had remaining capacity.
I would like to apologise for the inconvenience caused, and it's certainly not the way we want any of our customers to start a trip. As per our terms and conditions, if you are unable to use the car park that you have booked or unable to find a space, then we will provide a suitable alternative in a different car park.
Kind regards,
Customer Support Team
Thank you for your review,
If you have booked refundable parking this can be cancelled up to 24 hours before your booking is due to start. As advised within the terms and conditions, if you cancel less than 24 hours before your booking starts you are unable to receive a refund.
Kind regards,
Customer Support Team
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
Thank you for your review,
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.
Kind regards,
Customer Support Team
“I waited almost an hour for my car to be brought over ( the temp was -2 and I was with my 72 year old father in law). The service from your staff was nothing short of shocking. I will never use this service again and will discourage friends and family!!”
Thank you for your review. I'm sorry to hear that you had to wait for your car. We did encounter some issues on the date of your arrival and we have put steps in place to ensure that there is no repeat of them in the future.
Kind regards,
Customer Support Team
“I returned to discover my car had been driven 3 miles while I was away. I wasn't told about this in advance nor given an explanation afterwards.
It seems very disrespectful.”
Thank you for your review. When using our FastPark service your vehicle is taken to an off-site secure parking location which is located approximately 1.5 miles from the FastPark reception area.
Kind regards,
Customer Support Team
“Third of the car park was closed and you had to walk through large puddle right at the gate between long stay and mid stay. Third of long stay closed and part of mid stay also under water. The place needs a complete refurb. It was same last week in multistorey storey many places closed and puddles in middle of car park on 3rd floor”
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
“Will never use this service again, was 40 minutes late back to parking after a nice trip away and was charged with £100 in order to leave the car park, scandalous. The parking from Friday to Sunday only cost £30.”
Thank you for your review,
If you believe you have been incorrectly charged, 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
“Arriving at the airport to go on holiday was fine , coming back into the airport after our holiday was ridiculous, , we scanned our barcode, the computer said our car wasn't ready please speak to the reception desk, we went to the reception area where there was about 30 family's all waiting for their cars, reception took our receipt and told us they were short staffed and our cars had to be defrosted and thawed out and if we beared with them we would get them back as soon as possible, we waited over an hour for fast track parking and pick up !!!!!!!!!, I thought I would automatically get an apology and refund for this ridiculous service, but until now I have heard nothing. If I do not get any kind of apology / refund, I will be sharing my experience with the tabloids and social media”
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
“On a pre booked pre paid
Put my ticket in the exit machine and was told I owe £230
Several cars in front of me had the same problem which led to big delays”
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
“Flight significantly delayed (8hrs). Additional parking charge applied despite not exceeding a 24hr period. Tried to resolve through the live chat (can't call anyone) and was cut off.
Had I parked from 5am to 5am it would have cost me the same, but I would not have been penalised. I thought I was doing the right thing selecting a period from 5am to 8pm. The 'grace period' of 6hrs you say you offer expired an hour earlier than I left.
My advice to anyone parking there will be to select a time period that maximises your stay (i.e. a 24hr period covering a price band) irrespective of how long you are actually staying.
A bad decision by your firm to make an already awful situation worse. Compounded by poor customer service afterwards as well.”
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
“Terable and tiring waiting 2 hours after we arrived there were shortage of staff and we had to wait 2h in 1am in the morning with young kids.
I would like to get my refund or discount on my next journey to Edinburgh airport will be much appreciated.”
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
“Tried to charge us £150 extra on leaving. It was very late at night with small children. We had to look for the email for proof that it had been paid.
Guy was fine once this was found”
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
“Dreadful experience! Arrived at FastPark and were directed to a car park at other end as they didn’t have enough staff. This was a good 10min walk from the terminal across a very bumpy car park. When complained on our return we were basically told tough luck and that can happen. No compensation offered. Will never book FastPark again for this reason. I have a very bad back and this was a major inconvenience. Very unhappy with how complaint was dealt with. They said the other car park was an upgrade which it most certainly wasn’t. An upgrade would’ve been the multi-storey next to the terminal.”
“Didn't have a great experience. We booked the terminal drop-off and pick-up service. Arrived on time at 11:30 pm as we stated on the booking and the car wasn't to be seen and no keys in the collection box. Had to wait with many angry customers in minus temperatures for a long time before our car appeared. No manager to fix the issue and no refund offered. Just very overwhelmed staff who didn't know how to cope with the issue. I really felt for the staff as it clearly wasn't their fault, looks like they had been dumped in at the deep end with no training, management or support and as a result, angry customers were shouting and hostile to them. Very much let down by the Edinburgh airport parking management which is sad. And our experience was rubbish.”
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
