“Edinburgh Airport Parking is very easy to access. However, for the third year in succession, we were stopped at the barrier exit after producing our ticket and asked to pay over £515. I had a print out of our receipt but thankfully a phone call at the barrier allowed us out. We were in the correct car park within the allotted days so why does this happen? It is now a dread once we are out of luggage reclaim.”
Hello Raymond,
Thank you for contacting Edinburgh Airport.
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
“The mulit-story car park itself is very good and well lit. My issue, and a notable one, is the appauling signage for the multi-story. There are some signs with "Terminal" and "Multi-Story" and some with only "Terminal". I got confused due to the lack of good quality signage and had to push for help at the barrier as I wasn't sure if I was at the right barrier for the multi-story part as it was only marked for "Terminal". I mentioned to the person on the other end of the call a the barrier, and they didn't seem in the slightest bit surprised when I made comment about the bad signage.”
Hello,
Thank you for your review.
I’m sorry to hear you found our wayfinding confusing. 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
“Booking was pretty straight forward and leaving the parking was easy as well without the need to verify the ticket or anything. The only issue was that there was no control over the number of available spots to park. If you're driving to the airport before your flight, it's extremely disruptive to find the pre-booked parking area completely full. I was driving in circles for quite some time until I could finally find a free space.”
“You advertise 5 fast passes for security when parking in the multistory yet we don't receive anything to confirm this and had to dig out the email confirmation to prove this surely we could get a wee QR code or something?
Also when we got to exit barrier the machine didn't recognise our car and wanted £360!
It was sorted by speaking to the operator but this has happened to us two or three times. Surely the system could be improved.”
Hello Jean,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
Thank you for your feedback. I will be sure to pass this onto the relevant team.
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.
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
Hello,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
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
Hello Colin,
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.
Kind regards,
Customer Support Team
“No problem finding a space. Booking process online was OK. Exit lane is a bit tight, however, when I was advised I needed to pay an additional £170 after a very long and tiring flight, I was not happy. The call button connected me quickly with a friendly person who sorted out the problem quite quickly. The signage is hard to follow in the dark and not clear on approach to the airport.”
Hello Jon,
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.
Kind regards,
Customer Support Team
“The parking lot was fine but when I went to leave at 1:30am, the machine said i owed £150 even though I have pre-booked. No one was answering the intercom at first and I was very scared that they had all left. I eventually was able to speak to someone and they let me through but it was a scary experience.”
Hello Laura,
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.
Kind regards,
Customer Support Team
“Drop off was easy enough but uncomfortably rushed as the cars are dropped in a front-to-back queue and the car waiting behind you isn't allowed to move forward until you've finished unloading. So pretty stressful trying to get out of the way as a queue forms.
Pickup was pretty seamless although I'd have preferred if the driver's seat had been returned to something close to where it was set when I left the car. Took a while to get that back to the original setting.”
“Both times I have used this car park this year there has been an issue with ticket not being read on exit. The size of modern cars also mean spaces are crammed and can make it difficult to reverse out of. It would be refreshing to see you give up a few spaces to accommodate modern cars. Parking bays available have only be at the furthest most boundery. I could have saved money by parking in the one behind and only had a few extra minutes to walk.Poor sign posting showing the way to the terminal not helped by barriers looking to block the most direct route”
Hello Alistair,
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.
Kind regards,
Customer Support Team
“The parking area is far further from the airport than you are led to believe. There are only two bus stops and its quite a walk if you are unlucky enough to have to park far away from them. The journey to the airport itself is okay but, when you get back, the actual bus stop is nothing more than a roof (no sides) over a very exposed piece of pavement. Really really windy and cold standing there for 15 minutes.”
“Couldn’t get though the barrier on the way in to the airport and tried to charge me £335 on the way out even though it was pre paid. Apart from that ok.”
Hello Greg,
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
“Car not fully charged on my return and charging cable simply thrown in to rear luggage compartment and not put back where it was removed from. A bit more care with other people's property would be appreciated.”
“Pre booking is a must at these car parks to get an optimal price. The PlaneParking car park is located at a great location with a short shuttle bus ride to the terminal. I had issues with the barriers at the car park where it should raise when pre book as it knows your registration number, the barriers did not lift for me nor did the intercom button work so I had to press the button to take a ticket. Finding a space was easy and the shuttle bus was not far behind. Fortunately when I returned at mid night a bus was waiting and took me back. This time I pulled up to the barrier and pressed the intercom button and was fortunate to speak to an attendant and they managed to raise the barrier after explaining the situation. The pin mark on google maps is wrong”
Hello Ross,
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
“I was very disappointed with the FastPark service. I chose it because being a female traveller alone landing on a flight after 11pm I thought I would not have to walk through the car park as they would have your car closest to the terminal/bring it back to you - not the case. I had to walk up to the top of the empty car park which was uncomfortable. Not the service I had hoped for.”
Hello Charlotte,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
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
“Entrance to the fast track parking is almost invisible, so if you haven’t used it before (ie aren’t in the right hand lane ready to take ramp into the car park you miss it. I had to pay £5 to go through the pick up/drop off park to get back round to the fast track entrance. Feel cheated!”
Hello Colin,
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 great but you pay more money ...but this time it was a nightmare ...we were delayed 2.5 hours due to an emergency landing very stressful.The keys were not there ? Had to ask a staff member who was prioritising taking keys out of boxes ...was given the wrong Mercedes key ....and not worth the money as it was expensive ..I've used you 3 times this year but not happy going forwards.”
Hello Jo,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
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
“Parking was good but the walk to the airport with your luggage was not so good, particularly if the weather's bad, it took us (elderly couple) around 10/15 mins. We did drop our car keys on the way to the airport and have had difficulty getting in touch with someone to see if they have been found, and currently no further forward.”
Hello Isobel
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
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
“Bus drivers were a tad grumpy and we had to wait half an hour to be picked up to get back to the car! One couple started to walk back to their car and the bus driver refused to pick them up! The rubbish bins were overflowing and there was a broken buggy that lay there and was still there when we got back.”
Hello,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
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
