“Until my return last night I would have given a higher rating but the conduct of one of your staff members (Lawrence) has led to my one star rating. I was delayed 24hrs due to my flight from London City on Sunday night being cancelled and there being no availability until Monday evening. On return into Edinburgh Airport I tried to exit the barrier and it showed I had to pay an additional £70. I called the buzzer and tried to explain the situation. The first member of staff told me I needed to pay it and hung up. I looked at the pay machine and it was asking for a card which I did not have. I then buzzed again and Lawrence answered. This led to an incredibly unpleasant encounter where his patronising and passive aggressive tone provided no empathy, understanding or helpfulness in resolving my situation. He asked how I expected to exit the car park and when I explained I had not anticipated my flight being cancelled and delayed 24hrs his suggestion was to call someone to come up to the airport with a card. When I explained I lived a distance away he offered no further options (I asked if there was a bank account I could transfer to and received no response). He was rude and I believe deliberately obtuse rather than helpful. He then also hung up on me. I called back and finally spoke to another gentleman (I think I'd spoken to him initially), who then advised there was contactless and tried to direct me to it. After I tried unsuccessfully to use this, it took for me to ask for someone to come out and help which he did (after making the point he was some distance away). It transpired the contactless feature on the barrier I was at was not working and your agent did at that point apologise. I had to move and finally was able to exit the car park. I sat at the barrier trying to resolve the situation in the region of 10 minutes. Lawrence is either in the wrong job, or needs serious help on his customer service skills. Why not say there was contactless in the first place rather than his default which would appear to be to angry, aggressive and to talk down to people and make an already upsetting and stressful experience even more difficult.”
“Absolute joke, car was not ready when we arrived back, waited over 40 minutes on car being brought back to us ....will not use again, staff and management incompetent!!!”
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
“Parked 20th to 23rd nov as I was going to Turkey. Return flight cancelled so we're a day late. I paid 52 gbp. When I got back they were going to charge 195 gbp at barrier then after speaking with the guy it went to 60gbp then down to 30 gbp which I eventually paid. Total RIPOFF and I won't ever be back”
“Normally I would rare yoy very highly. On this occasion not so. We were delayed by a day due to our flight bring cancelled. We happily paid the £25 excess. Then to add insult to injury the barrier wouldn't open and after pressing for assistance 3 times and told to wait a second, we paid the additional £6 just yo be freed from the car park. So not a great experience.”
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
“I fully prepaid my Fast Park fee.
On returning from holiday exactly on time I attempted to exit the Fast Park area. There was a notice on the barriers saying there was some sort of fault and that I needed to take a ticket and exit from the main car park barrier. On presenting the ticket at the barrier I was forced to pay a further £6. There was no assistance available to help resolve this mistake.
This was an absolute disgrace”
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
“Parked in Fast Park again and paid until 10 pm , yet could not exit car park as I had to pay an extra £6.00 charge.
This is not the first time I have had issues with this car park.”
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
“Prepaid my parking online. Arrived on Monday 18th Nov. Left hand barrier wouldn’t let me into the car park, had to reverse and go to the right hand barrier and eventually got a ticket and in( barrier near the tower). On leaving on Wed Nov 20th, the barrier wouldn’t open saying I had an outstanding amount of £145(despite paying £60 online!). No intercom at the barrier I was at, so had to reverse again ( with cars behind me) and try the other barrier with an intercom to speak to someone. Sorted that quickly and got out. Not sure what went wrong but very stressful and unnecessary. Not really good enough and should really be a lot easier! Will think twice about parking here again.”
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
“I’m going to be emailing a complaint rather than a review but I booked for November 10th till 17th November from 5:00 till 11:00, bearing in mind 11 should’ve been 11pm not sure why it just said 11:00, I paid £79.99 then was told when I arrived back to Edinburgh with a screaming tired baby I had to pay a further £25 as I was 20 minutes over couldn’t get help from anyone so had to pay it, then on leaving I had to pay another £6 to leave the car park so in total I’ve spent £110.99 to leave my car with yous, please can someone advise how to at least get a refund for the £25 and £6 I had to pay was a total stress to leave the car park with our screaming cold baby as it was -2.”
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
“Only given 1 star as, despite having booked, we had to drive around the car park several times to find a parking space as there weren't any free spaces when we arrived. It was quite stressful. We ended up following some passengers returning to their car, only to find another car already waiting for their space. Eventually we found a car that was leaving and got a space. If we hadn't allowed sufficient time for check in and security, it would have been a very stressful situation and start to a holiday.”
“I had with me two kinds 11 years old. Our flight from Milan delayed 12 hours and at customs we have stack in a que to pass electronic gates instead a borders control point with a human. Staff was argue not only with us, also they didn`t help disabled men in our flight. Assistance not been arranged.
You are always hearing that it is not enough staff in Edinburgh airport!
That not been a final issues. I have advised that our flygh delay a parking place, but we have been charged 25 GBP for that and 6 GBP for go out on a gates also!”
Hi there,
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. 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
“There is a total lack of signage when leaving the terminal and returning to the long stay. It was dark and raining and we ended up walking down a main road to a roundabout pushing a trolley and walking into the car park via the car entry. Very dangerous. My wife told me that she had exactly the same problem when she used Edinburgh long stay a few months ago. Get some clear signs up before someone has a serious accident”
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
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. As is set out in our terms and conditions if you overstay your booking outwith the grace period of 6 hours then you will be subject to an overstay fee which is charged at the non-booked rate. We would recommend reaching out to your airline as they may be able to reimburse you for this.
Kind regards,
Customer Support Team
“I have already reviewed this and am awaiting a reply.
TERRIBLE EXPERIENCE
Tried to over charge me by hundreds of pounds.
Call me on 07770686080 urgently”
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.
Kind regards,
Customer Support Team
“This parking is a big scum I was booked from 8th of October to 17th due some personal reasons didn't want to parked my car there try to cancel the booking many times and also tried to phone them which they will never answer and now they are telling me when you tried to cancel it was less then 24 hours that's horrible.”
Thank you for your review. I can see that you have already contacted us regarding this and a member of the team has responded to you directly.
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
