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
“ALTHOUGH ENTRY WAS GAINED WHEN ARRIVING AT THE AIRPORT PARKING, UPON EXIT I WAS NOTIFIED TO PAY AN EXCESS CHARGE OF £100. THIS WAS REFUSED AND THEY INFORMED ME THAT I HADN'T BOOKED TO PARK. AFTER AROUND 5-10mins TRYING TO FIND MY BOOKING REFERENCE, I WAS INFORMED THAT THEY HAD FOUND MY BOOKING. ALL WAS OK TO LEAVE. I WONDER IF THIS IS TRUE OR PEOPLE ACTUALLY PAY THIS CHARGE JUST TO GET OUT OF THE PARKING AREA WHEN THEY TRY AND GET MORE MONEY FROM YOU. NOT A HAPPY CUSTOMER.”
“Pre booked my parking and the machine did not register my car on the way in. Had to speak to staff who issued my ticket. Then when leaving and putting my ticket in the machine the machine told me I still had to pay and I had to speak to staff again.”
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
“a bit of a mixed bag - the parking bit works pretty well. On arrival they could do with a sign saying "PRESS BIG BUTTON!" which is right next to you but with a guy gesticulating at you and a QR Code and auto number plate recognition I managed to miss the big button for 10 seconds or so. Then the parking and car collection all went smoothly and a good price. We paid for fast track security outbound and passport check inbound. Both are a gamble on how bad a state Edinburgh airport is in and sometimes you're glad of it if there's a hellish queue at either and you just want to get through to the loo or to buy a coffee before boarding. This time it was a waste of money as no queue at normal security outbound and we were actually longer at passports than everyone else as we were directed into an unmanned lane as everyone else crawled through the regular queue. In any case a long long 45 minute wait for bags to be unloaded so half an hour after passports waiting for them.”
“I used the multi story prepaid, all well till I sought to exit. The number plate wasn't recognised and I then waited some minutes for the intercom to connect and to be released. It's happened before. I don't understand why. If its my car or license plate then tell me!”
“Great bus service and nice large spaces unfortunately this didn’t help with other negligent users of the car park that have no respect for others property. 8” paint scratch with dent not the best end to our holiday.”
Hi there,
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
“Frustrating to find a lift out of service for three successive visits. Also the sign at entrance indicating spaces available on each floor has not worked for some time. These are fairly basic requirements for what is the premier car park cost wise.”
“2 totally different experiences going and coming back.
The driver of the bus going was very helpful pleasant and assisted us onto the bus with our luggage.
The driver coming back was unhelpful, no assistance offered and rude to another passenger who asked a simple question only to be responded to in an abrupt and unhelpful manner.”
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
“Price is competitive, but for the second time I’ve been blocked at the exit gate and advised I have an outstanding balance of £170!! This was resolved by speaking to the staff member. Makes you question your own booking skills.”
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 this causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
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
“It's a car park, shuttle was prompt. But, yet again you go to the barrier to exit and your pre paid ticket doesn't work. You get outstanding balance due and have to buzz the intercom, then go through all your details. Surely this is simple to fix. This is the 3rd time in a row I've been stopped from leaving and it's been 3 different car parks. Come on, please sort it out”
Thank you for your review. We are not aware of any widespread issues with our ANPR system however when isolated incidents do occur we do ask that you ring the intercom when exiting to allow the team to rectify the issue for you at the time.
Kind regards,
Customer Support Team
“Please sort out your number plate recognition in the Plane Parking car park. I pre-booked and paid for 6 days parking but when exiting the car park the barrier wouldn't let me out and the machine said I had to pay £170. I then used the intercom to explain the situation to someone who took my car registration to check and then he opened the barrier for us. All unnecessary stress at the end of a family holiday!”
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
“Easy to access but not so easy to leave! Prebooked and prepaid like last time. For each visit when I’m at the barrier it tells me I owe £150. Just wish the reg plate recognition worked so I don’t have to rely on the intercom to get someone to let me out without paying another £150”
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
“It’s a ridiculously expensive luxury, but public transport options are shamefully bad, with nothing available if you have early or late departure or arrival. Either sit around for hours at the airport, pay for a taxi, or pay for parking are your only options.”
“Despite the confusing message on the screen at entry to FastPark( car park full) and no attendant in addition to a sign to use lane 1 despite it being full, I did manage to get to check in. Again the bar code reader does not accept the bar code printed from my comfirmation. Why does the e-mail system used to confirm my booking set up to print it too big? Another bug bear I have to put up with is that the colour of my car has to be changed manually? The correct model is recognised by the system but not the colur. All frustrating and unneccesary.”
“Drivers of the buses were very helpful. Disappointed about a charge appearing on the exit screen as I had booked and paid in advance. Help was then required to correct this.”
Hi there,
Thanks 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
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 drive-up and park rates as the time you have occupied was not pre-planned.
Kind regards,
Customer Support Team
“Still quite expensive and a long walk from the faqr end of the car park with no trolleys visible. Luckily it was dry, would be much improved if it was covered for the majority of the walk.”
Thank you for your review,
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
“My car wasn’t picked up on AMPR system and a charge of £110 flashed up. I had to contact someone to waive this and let me out. Extra stress that could have been avoided.”
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
