Thank you for your review. We will be commencing works in the coming weeks that will see the walking route from the Long Stay car park improved. I hope on your next visit you will have a better experience.
Kind regards,
Customer Support Team
“Unfortunately, although I had pre-paid for parking in the multi-storey, I still found that I was expected to pay once I arrived home and tried to exit the car park. The staff member sorted it out, but it wasn't a good experience.”
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 lack of a bus connection to the terminal from the long-stay car park is ridiculous. How elderly, infirm, or disabled passengers, or those with lots of luggage, can be expected to walk 10-15 minutes (at an able bodied pace) from the car park to the terminal is beyond me.
In addition, the car park is poorly lit and the walkway from the terminal is poorly lit and prone to flooding. Walking back 15 minutes to your car from the terminal in the dark and pouring rain must be one of the worst experiences offered by any airport in the world.”
Thank you for your review,
Our long stay shuttle bus was suspended in 2020. The car park is an approximate 12 minute walk to the terminal and we find it to be a manageable distance for most customers. Those who find the distance unmanageable can contact us directly to discuss how we can support them.
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
“I had pre booked 4 days parking in the multistorey. Getting in was fine. I drove straight in after collecting my ticket. Howver on leaving at the end the barrier tried to charge me £230! I had to phone the intercom and confirm my registration to get the barrier lifted. I had expected my registration number would have been enough given I had pre booked on the registration plate.”
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 car park is trashed and there is no clear walkway to the airport. It was pouring with rain and the tarmac is so badly laid there are massive puddles everywhere. In addition, the number plate recognition system did not recognise my car. This was not a good experience.”
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.
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
“I park in the multi storey car park every week with work. On my last visit, we had a flight delay of 16 hours and I couldn’t find a way to extend my car as I went over the booked time. I was charged £35.00 extra which the airline won’t cover. I just wish that loyal customers parking at the airport had a 24 Grace period for situations like this. Fairly disheartening that this kind of cost is applied and discretion is not used. I spend a lot of money as a business customer parking at EDI”
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.
Please note for future reference, instructions on how to extend your booking can be found in your booking confirmation and on our website under the FAQs section.
Kind regards,
Customer Support Team
“Not an easy path to take luggage from the car park to the terminal, speed humps along pedestrian tracks, lack of drainage in the rain, and rough road surface all made it difficult.
I am able-bodied and did not enjoy this.
It is almost like the management doesn't care about their customers and is only interested in their profits.”
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
“It's fairly easy to navigate to the car park but there is a severe lack of proper signage to access the walkway to the airport. I've seen passengers walking around aimlessly trying to walk from their cars to the airport and eventually stumbling on the narrow walkway to gain access. This needs to be improved”
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
“Usually park in the multi storey, however could not book multi storey twice out of my last 3 visits (all within last 6 weeks). Parked at mid stay car park, when I arrived back to retrieve my car both wing mirrors were forced forward despite me being in the middle of the space and plenty of room either side. I have then parked at the terminal car park and arrived back to find a luggage trolley wedged between my car and the car beside me. This has also scratched and completely removed paint from my car where the trolley has hit it. I use this airport 2-3 weeks out of every 4 weeks and I'm getting rather concerned about security and safety of the car, of course EDI is not liable for any damage to the car, etc but some security to help find perpetrators of these acts would be nice”
“When booking the service was called valet parking but none of the direction boards stated these words with the result that I went into the wrong area, had to pay £5 to get back out again and go round again. Hardly Fastpark !”
Thank you for your review. All of our wayfinding and confirmation e-mails use "FastPark" as rather than a standard valet service we use digital technology to allow our customers to drop off and collect their cars quickly. I am sorry if this was not made clearer to you when you made the booking.
Kind regards,
Customer Support Team
“It all worked as it should. Parked the car close to the terminal. It was parked nearby when I returned. Always a bit reluctant to use these services where someone else drives your car. Checked the driving history and saw it was parked 1.5 miles away taking 6 minutes, ok cool. On the day of our return was driven 2.2 miles taking 37 minutes. Not so cool. Guessing the driver was killing time and it was cold. Not the service I thought I’d paid for.
Suggesting busy traffic would be the cause for taking that long before 7am on a Wednesday is even more concerning. I want to hear that you are looking into the real cause and ensure customers cars aren’t used as a shelter.”
Thank you for your review. Our FastPark service uses an off-site secure parking location to store vehicles for the duration of your booking. This is located approximately 2 miles away and may take longer some times due to congestion on the roads surrounding the airport.
King regards,
Customer Support Team
“My work rotation was extended from 17th to 30th November & I was advised to simply pay for the extended period & the parking would simply roll on.This is precisely what I did?When I tried to retrieve my keys on the 30th I was forced to pay an added £195 before my keys were released bebecause of extended parking which i already paid!I I want my £195 reimbursed?”
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,
I'm sorry to hear that you found our car parking spaces to be narrow. Our parking bays are of an industry standard and not dissimilar to other car parks.
Kind regards,
Customer Support Team
“Had to wait for over 10 mins to get into the Multi-story car park. No explanation for why. Barrier down and no cars getting. Not great first thing in the morning, especially as the main reason for boking multi-story is due to fast track.”
Thank you for your review.
There may have been a number of reason for the wait to enter the car park, I have passed your feedback over to our car parking team.
Kind regards,
Customer Support Team
“Poor service this time. Key locker would not recognise code had to find an attendant who disappeared for 10 minutes to return with my keys saying his colleague had checked us out earlier. On departing car park took ticket but once inserted at main exit told I needed to pay £6 excess charge another 5 minutes wasted trying to sort out. Might as well have parked in multi story”
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 have located our Blue Badge spaces closest to the lift on each level of the Multi-Storey car park this does mean that the spaces aren't the closest to the FastTrack bridge however they are located only two rows away from the bridge itself.
Kind regards,
Customer Support Team
“Hadnt realised this is actually a valet car park when i booked (dont think this was made clear) so that added a little bit of faffing. It also meant that when i returned to my car it was parked very closely to the adjacent cars, but thankfully none of them had bashed my doors. Signage and line painting was quite poor so getting out the car park was rather confusing in the dark late at night.”
Thank you for your review.
Thank you for your feedback I will pass your comments onto the relevant time for consideration in future.
Kind Regards,
Customer Support Team
“Arrived at 7am to find there were no spaces within the main parking area, found one in the overflow area. The weather was wet and by the time you walk to the covered areas we were wet through.
For the prices charged I think you should provide covered walkways to the terminal building otherwise you can park offsite and get dropped at the airport door for less cost.”
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
