“My only feedback is my flight was delayed by 24 hours - I tried to update the booking to add the extra time, but after trying to find a helpline number, I struggled and eventually booked an extra 24 hours as a separate booking (which I then had to explain on the way out). A straightforward means to update/ change the booking would be appreciated.”
Hi Euan,
Thank you for your review.
I am sorry your flight was delayed. You were correct in making an additional booking to cover your extension and using the intercom buzzer by the barrier to link it to your car, as bookings are amendable up to 24 hours before they're due to start.
Kind regards,
Customer Support Team
“No problem with the parking. However our flight delayed due to industrial action. Charged for our over-stay with no way to contest the charge. Advised we could claim this expense back from airline even though their policy has exemption for industrial action. With the over charge it would have been cheaper to get a taxi.”
Thank you for your review.
I understand the frustration that will have been caused by the flight delay and I’m sorry to hear that your delay resulted in an additional charge at the car park barrier. As advised in our terms and conditions, if you enter or exit out with the grace period, you will be subject to our roll-up rates as the time you have occupied was not pre-planned.
Kind regards,
Customer Support Team
“parking in the multi-storey area was fine but, as with the last twice, my prepaid parking was not recognised. I had to call from the barrier to rectify the problem,”
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
“Close to airport, but not sufficient walk ways to your space, good labelling to state and remember where you parked your car but also no shuttle running to take you to the airport, so if it’s poor weather, expect yourself to get wet on your walk to the airport”
Thank you for your review.
Our long stay shuttle bus was suspended in 2020 and the car park is an approximate 12 minute walk to the terminal. The long stay car park is marketed as a facility that does not have a shuttle bus and this is confirmed on our website and booking confirmations.
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
“Had booked mid stay parking for 7 nights costing £44.99 good price.Arrived found parking space,now away on holiday.Return from holiday,it's dark not very clear directions from the terminal to the carpark.When leaving carpark put card in machine and got a shock that will cost £270.We pressed the help button and the issue was sorted quickly but not what you want when your trying to get home.”
Thank you for your review.
I'm pleased to hear that you were happy with the price of your parking 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. 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
“You waste paper unnecessarily- as a pre booking, your ticket machine had no need to print a paper ticket. Your machine has number plate reading technology, as it printed my car reg in the ticket. You should’ve been able to use same technology to make this a paperless experience from end to end. I would’ve scored you a 1 on this but recovered you 2 points as you did not charge extra despite me inbound flight on way home being delayed just over 3 hours”
Thank you for your review.
On entry to a car park, the machines at our barriers will issue a ticket before the barrier raises. If you have pre-booked parking, our ANPR (automatic number plate recognition) system will read your number plate and your booking reference, and number plate will be printed on the ticket. It is important that you keep your ticket safe as you will need it to exit the car park.
Kind regards,
Customer Support Team
“It's a long walk to the car park which would be horrible in the rain, especially to the east end of the car park where the spaces tend to be easier to find. It's not easy to find the start of the marked route to the terminal. The only advantage is the price, but I'll probably pay a bit more for the NCP car park (with shuttle bus) next time in case it's raining. The 'exit' signs aren't easy to find on the drive out.”
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
“Parking was decent, met the car in good shape. But I think the work on barriers are terrible and needed to review it. I was charged £130 on exit not until I phoned customer service and was told the machine is faulty. But aside that my experience was nice and would use again.”
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 pleased to hear that our team was able to assist you when exiting the car park. We look forward to welcoming you again in future.
Kind regards,
Customer Support Team
“I have always used fast track parking and as I was leaving the barrier wouldn't open, pressed for services and told to take a card for it to open, which was fine but I had to pay £4.00 to get out of carpark which was not fine, This has never happened before and I thought this was covered by fast parking payment?”
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
“It is handy being so close but seems very over priced and also takes too long to find a space which adds to the stress of the airport experience. NCP etc is just as handy, only a short busy journey away and more than half the price!!”
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.
Kind regards,
Customer Support Team
“Facilities are good. On site member of staff was polite and helpful. I was however charged £170 at the barrier on leaving despite having pre-paid, which I paid since this happened at 2.30am after a long delay with my flight and I was exhausted and confused. I have submitted the online form for a refund so am hoping this is acknowledged and agreed.”
Thank you for your review.
I can see that our customer support team has resolved your issue and refunded your payment.
Kind regards,
Customer Support Team
“ANPR failed to recognise my car registration correctly on entry ( maybe due to being 0400 and dark ? ) therefore on leaving it wouldn't let me out . Resolved easily enough though calling cust services on the buzzer to validate”
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
“Despite booking my parking in advance, I had to drive around three times before I could find a space! The only spaces available were two disabled spaces, and I was beginning to panic that I would not get through security in time - not a good feeling at all!”
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
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.
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
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.
On our website it is advised that the Mid-stay car park is a 5 minute walk to and from the terminal however this is an estimated 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.
Kind Regards,
Customer Support Team
“What to say it's a big space and you allow cars to park there. The distance to the airport is quite far if you had kids or mobility issues the pathway is poorly maintained and the road conditions, pot holes and speed ramps are also poorly looked after. And then getting out once you return can be quite confusing especially at night, then you get to the ticket machine and it then charges you for the whole stay, this was however very quickly sorted but it's just some more stress that could be sorted with all of the modern technology, but will 8 be back, yes it's still a good price and I can park my car.”
Thank you for your review.
The mid stay car park is marketed as a car park that does not have a shuttle bus. If any customers find this distance to be unmanageable they are welcome to contact us and we will discuss the best way to support them.
Kind Regards,
Customer Support Team
“Not terribly obvious which car park is which then when we went to leave the machine tried to charge us the full amount even when I’d pre paid an amount. Had to ask for help and produce the email when trying to exit”
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.
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
