“On exiting the car park at 1 am the barrier did not lift. The ticket machine asked for £350 payment. I tried to push the call button but it did not work. It was not a pleasent situation. I had to reverse out and go to another exit piont and try there, same £350 fee. The call button worked this time. I gave my booking ref and the barrier opened. An anoying hitch after a delayed flight in the small hours.”
Hello Lee,
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,
“I booked into Terminal Parking on Tuesday 21st May for 3 nights. I arrived at the car park around 11am and it took me 30-minutes to find a free space, and even then that was just because someone was leaving and saw me looking for a space, otherwise I don't know how long I would have been driving around. The one way system means that if you take a chance going down one road and there are no spaces, you have to start all over again. It's so frustrating.”
Hello Colin,
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.
Kind regards,
Customer Support Team
“Bit disappointing to find the signs saying that all multi storey parking now includes fastrack, after paying and extra £7 through web booking.
Otherwise, a car space is a car space.”
“On arrival it didn’t recognise my registration so I took as ticket so on the way out when I put my ticket in it said I owed £150 but pressed to speak to someone it said it was ok and they lifted the barrier this was a worry for all my holiday time I was away”
Hello Blair,
Thanks for your review.
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.
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
“Signage very poor from Airport just says Plane Parking no relation to mid stay.On exit placed in my prepaid token came up with charge of£270 ??? Thankfully on call button the gate was opened no explanation?”
Hello William.
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
“Spaces are really tight and difficult to get in and out. My car got bumped whilst I was on holiday on 20th May at 12:28 as car sent me an alert. I now have damage to repair to my rear bumper.”
Hello Kevin,
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
Hello Debbie,
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
“Initial experience arriving at the carpark was fine, roadworks on the road before the entrance caused a bit of an issue, but there were plenty of spaces & the bus arrived quickly. Coming home the bus took a long time to arrive (probably caused by roadworks & traffic).
The shelters are of a poor design & do not shelter you from the rain as the roof is too high.
On exit we were asked to pay after pre-booking, this was fixed quite quickly by a member of staff. The position of the carpark meant it took a very long time to exit the airport area as you have to navigate busy roundabouts from lesser junctions.
I would recommend the ncp on the way into the airport over this one”
Thanks for your review.
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.
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
“As usual the camera did not pick up my licence plate (pre paid customer) happens most of the time. It’s easy enough to get out when you buzz the team on the intercom but a hassle when you just want to get home and machine says you owe £90! There is a piece of metal sticking out from the barrier at the entrance to the long stay. I have already mentioned this to them but nothing gets done. It will damage someone’s car soon… I avoid this entry barrier area… maybe that’s why I keep being asked for more money!!!
Other than that cost to park is acceptable and car park quite well maintained once you are through the barrier.”
“Great on outward journey but coming back we all had to wait 40mins for bus to pick us up. One of the other passengers had to go inside the terminal to see what had happened. I then saw driver sitting on his mobile at the bus stop 15 mins after he’d dropped me off there…… NOT good enough when you are told buses are very regular.”
Hello Rosalyn,
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
“Hi, all was going well with my stay at the airport long stay parking. Until I was trying to leave the machine displayed I was owe £240!
I was lucky I kept a hold of my receipt/order and able to retrieve my order number. Nor sure how this problem occurred but the gentlemen sorted the problem and let us through.”
Hello,
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
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
“Expensive, I had a 20 minute wait for their bus to transport me from the terminal to the car park. The road to and from the parking area is in a terrible state, littered with pot-holes and hazards. Zero money has been spent to provide what appears to be a waste land converted into a car park. Not very good.”
Hello Paul.
Thanks for your review.
We are actively carrying out maintenance on our roads to ensure that they are in a better condition for our customers.
Kind regards,
Customer Support Team
“Entry arrangements to the pre paid long term car park were good. Took a ticket on entry which had my car registration stamped on it. Exit was another matter - on reaching the exit barrier at 1.00am I put my ticket in the machine which then showed a message that I owed £244 before I could exit. Pressed the help button for about 15 minutes or so until answered - probably only one person on duty to answer help button as neither of the two other barriers were allowing cars out. They sorted it out and eventually opened the barrier. The excuse I was given was that the system had not recognised my car registration but that can’t be the case as the registration was stamped on the ticket I got at entry. An extremely frustrating experience one that I know others have also had.”
Hello Howard,
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 that the team were able to assist on the day to get this resolved.
Kind regards,
Customer Support Team
“Upon arrival at the fast park I was greeted by a rather surly and rude gentleman. I said to him we were travelling with the car behind us and could we be parked in the same lane as we had two children with us and the other car had the buggy. I was told “no and you’ll go where I put you”
How this man has a job where he deals with customers I do not know
It would also be helpful if upon return your drivers didn’t reverse cars in as you can’t open your boot…”
Hello Shelley,
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
“Multi-storey was jam packed with no indication of where the free spaces were. Drove round for 10 minutes along with a lot of other cars before fighting to grab a space that was just vacated. Terrible.”
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
“Booked the electric charging option for a short 3 day business trip. Found a vacant parking spot at one of the chargers but a sign said there would an overuse charge. Not at all clear if booking an electric charging space is exempt from penalties. Due to the uncertainty, I moved my car to a vacant normal parking space so my car wasn’t charged when I returned. This needs to be clarified”
Hello Sam,
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
