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
“We booked valet parking. On arrival we were told it was full. Sent to short stay which is further away than multi storey which would have been cheaper. I return we exited to find charge of over £300 on ticket. Thankfully the agent operating the helpline at the barrier sorted it to let us exit. Not ideal.”
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
“I parked in the long stay and it’s good to see resurface works ongoing with proper designated pedestrian walkways so that’s positive compared to how poor it was
More directional signage would be good to direct to walkways”
Hi there,
Thank you for your review.
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
“first time using the valet parking service. staff very helpful in walking through the process. on departure it was all fairly easy and very short walk to the departure point. on return not quite as easy as its a fair walk to the parking facility and then to be honest my car was parked as far away as it could have in area A. hardly what you would call true valet service where the car is brought to you.”
Thank you for your review,
I'm pleased to hear that you were happy with the parking process when departing. FastPark is one of our closest facilities located across from the terminal building however I'm sorry to hear that you were not happy with the space that your car was returned to.
Kind regards,
Customer Support Team
“Initially barrier camera did not recognise my registration plate and as cars were queued behind me I had to press for a ticket which resulted in me paying £6 on top of the £44 I had prepaid for the booking.”
Thank you for your review,
It sounds like you have been charged in error, 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
“Parked in multi storey. Booking still tried to sell me fast pass despite it being automatically added. Very easy access and good value for money but every time i park here, when exiting, the ticket machine doesn't recognise i've prepaid, tells me i have to pay £310 to exit, i have to call help button for them to lift barrier and confirm i've pre paid. Very frustrating”
Thank you for your review,
The option to add on additional FastTrack passes is for customer who require more than 5 (which is the amount included in the booking).
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
“I have used airport parking before and have never had any trouble. However, when I parked in the surface car park in December, I spent a lot of time circling round trying to find a space, despite the signs outside of the parking area stating that there were spaces. Unfortunately, I wasn't the only car circling to find a space. Eventually, in the 2nd overflow car park, I found a spot (not a space) between two cars that were parked on the side - luckily I have a Mini so I managed to fit. I spent a lot of my time away worried that I'd get back from my late flight and find my car had been towed away. I feel for the amount of money I'd paid, that there should be a space available to park when it's been pre-booked.”
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
“Everything is fine right up until I have to leave and car not picked up on booking. I then have to wait at barrier whilst it is sorted. This now happens pretty much everytime I park here”
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
“I use the multi storey car park a lot and have always had a great experience. However on this occasion the experience was not to the same standard I bought a day ticket on line as I was picking up family who had travelled from South Africa via Doha and wanted plenty of time to load bags etc. On exiting the car park the gate didn't rise and the screen showed I was due to pay £20. On contacting the operator the matter was resolved. Surely there is a flaw in the system?”
Thank you for your review. It sounds like the ANPR system hasn't read your registration when entering however I am glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“When I booked I accidentally entered the date of 15th Jan when it should have been the 10th Jan.
What this meant was I had to pay another £125 for the extra 5 days after paying £95 for the 15th to 1st feb (17 days).
There was no option available to correct my error and hence had to pay more for 5 days compared to what I paid for 17 days.
The parking experience was good and efficient it was just the extra payment needed (granted due to my initial error) soured the experience.
Is there a way to correct this so that I am refunded the extra amount as I am sure had I booked the 10th Jan to 1st Feb the total cost would not have been 125+95=220.
Your advice would be appreciated.
Stewart Brockett”
Thank you for your review. It is each customers responsibility to ensure that they have booked the correct duration for their booking. Any time spent in the car park outwith your booking is charged at the non-booked rate.
Kind regards,
Customer Support Team
“I haven’t ever paid for a long stay car park before but for a week the price seemed reasonable until our flight was delayed a day and we were stung with a £50 late charge including a day rate. After a lot of drama travelling including delayed baggage and all sorts, to be stung £50 for 7hrs of unpaid parking was a kick in the balls. Maybe this normal in airports, but seemed madness. The car park was practically empty too so it wasn’t as if there were in demand.”
Thank you for your review. As is set out in our terms and conditions if you do overstay your booking outwith the grace period, then you would be charged an overstay fee which is charged at the non-booked rate.
Kind regards,
Customer Support Team
Thank you for your review,
I’m sorry to hear you found our wayfinding unhelpful. 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
“Location is perfect and there were spaces available without around searching. Only complaint was the barrier wouldn't open when trying to exit as it stated I owed £150 despite booking and paying online. The mobile worker couldn't help and said we had to press for help and wait. By thus stage there was a queue. It took us around 15 minutes to exit.”
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
“Good parking, but the instructions to enter are not good enough, took a long time to figure out where the entrance was. There are some cryptic singns, however, they do not specify clearly enough to which parking space you enter and there is no option to turn around if you make a mistake.”
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
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
“It was handy for the Airport, but was not impressed when i was leaving that you wanted to charge me £175 or thereabouts when i had prepaid and had my ticket to get out.
Just aswell their was not a big queue to get out as i needed to wait awhile for someone to answer the comms to clear this and let me 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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“The long stay car park used to come with the benefit of a bus transfer. Several years ago, the transfer was axed but the price was never reduced. So you can now pay to park in a car park miles away from the terminal and walk through countless puddles, avoid countless potholes, and arrive freezing and soaked at the terminal. And then do it all over again to get back to your car. Reinstate the bus transfer or drop the price.”
Thank you for your review,
Our team are aware that during adverse weather puddles can form within the walking route. We are currently looking into the most suitable solution to rectify the issue. Please accept our apologises for any inconvenience caused.
Kind regards,
Customer Support Team
“I booked meet and greet parking to reduce the stress of travelling with young children (at an extra cost) however after a long transfer and flight we returned to find our car had not been brought back onto site and staff had to be contacted to bring it from the off site parking, the staff were very apologetic and tried hard to resolve the issue but it essentially defeated the point of using the service.”
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,
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.
I can confirm that our spaces are of standard industry size.
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
“Usually very good! Staff are nice and helpful! However last time had to wait for the car to be ready for an hour and half! There was minimal staff and all cars had to be defrosted!”
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
