“Overall the experience of the ‘Plane parking’ was good. Easy to find, bus stops were well positioned throughout the car park. My only concern was that the bus which appears to have been a third party on contract has no space for luggage and subsequently the luggage blocks and occludes the access/exit to the main door.”
“All appeared to be fine until I tried to leave and the display demanded £150 despite me leaving 2.5 hours earlier than my paid time. Had to speak to CS via the intercom who asked for the car reg then said off you go (without apology or explanation. A vunerable person may have felt pressured into paying an exhobritant fee for no reason”
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
“Everything worked smoothly - it was easy to find and the numberplate recognition system recognised my booking and allowed a quick exit.
Suggestions for improvements
1 - the car park was pretty full when we arrived and it took a while to find a space. Can you find a way to direct people to where there are spaces?
2 - change the drop off/pick up point to in front of the terminal. Unless you have wheeled luggage it can be a struggle to get to the terminal.”
Thank you for your feedback, Fred. We appreciate your comments about the signage in the long stay car park and around the terminal. We understand that clearer signs can make a big difference in navigating such a large area. Your input is vital, and we will certainly look into enhancing signage to improve the overall experience for our customers.
Kind regards,
Customer Support Team
Thank you for your review, Kenneth. We're sorry to hear about the issues with the car seat adjustment and the radio settings during your experience. We understand how important it is for everything to be in proper order, and your feedback is invaluable in helping us improve our service. We'll certainly address these concerns with our team to ensure a better experience for future customers.
Kind regards,
Customer Support Team
“Fifth time using fastpark. Easy to use BUT when i needed to extend stay for 2 days as stranded on ship off Florida, i found the process a nightmare. Your website stated you had to book a new stay to extend which i did two days before end of existing booking. Then, after messaging, i was told that i didnt need to and that id have just got charged daily rate for 3 days. This was sugnificantly cheaper than me new booking so i asked you to cancel the new booking. You srared you coukdnt as within 48 hours of starting. Not g9od customer service and wring info on website. I will reconsider next time flying using your service”
Thank you for your review.
If you have booked refundable parking this can be cancelled up to 24 hours before your booking is due to start. As per our terms and conditions, we are unable to offer any refunds or vouchers for bookings that are made but not used.
Our Customer Support Team is on hand 7 days a week and are always here to help.
Kind regards,
Customer Support Team
“Not a great experience. Signage to and particularly from the terminal was poor. The car park only has one exit gate so when someone inevitably gets stuck at the gate for some technical reason there’s no alternative exit.”
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
Hi there,
Thanks for your review.
We always encourage passengers to pre-book parking. We offer car parking pricing for 2 years in advance for different lengths of stay. 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
“Straight forward and easy to use but a Very long walk to get the car back on return, lugging two cases up a hill trying to avoid poorly parked cars taking over the pedestrian area. Don't know if I would use again”
Thank you for your review. We're pleased to hear that you found our service straightforward and easy to use. However, we sincerely apologize for the inconvenience you experienced with the long walk back to your car, especially while managing your luggage. Your feedback is important to us, and we will look into ways to improve the pedestrian experience and safety in that area.
Kind regards,
Customer Support Team
“It is expensive and there is never any support for the disabled after parking the car. You are asked, "can't you just make your own way to the main office ".The latest twist in revenue collection, locking up trollies, requiring payment, now means that there are none lingering about the car park, enabling luggage to be conveniently loaded and so movement from the car park is impeded for those who have mobility issues, but not yer a blue badge, and there are many of us.”
“Drop off experience was great, park your car in a lane, follow the instructions on the screen in reception and drop your keys off.
However on pick up I received a call from Jaguar Tracker advising me of a security alert. The team at FastPark hadnt informed me of any issues, however the 12v battery on my car had died and the drivers had to jump start it (I assume as FastPark couldn't tell me any details of this).
I would expect it FastPark had to do anything other than drive the car a record or this should be noted. Unfortunately as I had no prior warning, I had to get recovery at the airport due to the battery once again being flat - they found that the manual release had not been screwed back on, and the cover for the battery not replaced. Service is below par if they have any issues on pickup and not returning the car to a standard as they found it. Will be avoiding in future.”
Thank you for your review, David. We're pleased that your drop-off experience was smooth, but we sincerely apologize for the issues you faced during pick-up. It’s concerning to hear about the security alert and the complications with your car's battery. We understand how frustrating this must have been for you, especially without prior notice.
Your feedback regarding the return condition of the vehicle is important to us, and we will address this with our team to ensure better communication and service standards in the future. We strive to provide a high standard of service, and we’re sorry we fell short in this instance.
Kind regards,
Customer Support Team
“Parking was simple and got space fairly easily and near terminal. Exit a bit more problematic as signs stopped too early and we missed exit. Also prepaid ticket was not recognised and had to contact assistance who sorted it quickly - this has happened every time we have exited terminal parking so marked down for this.”
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 and 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
“Had to wait 15 to 20 minutes on car and the wife is disable the receipt for the keys didn't work never had this problem before it was a shambles with lots of people waiting for there cars or keys”
Thank you for your review, Derek. We're sorry to hear about the wait time you experienced, especially considering your wife's needs. We understand how frustrating it can be to encounter issues with the receipt for your keys when you're already in a rush. Your feedback highlights important areas for improvement, and we will certainly look into this to enhance our service for all our customers.
Kind regards,
Customer Support Team
“twice this year 1 in May and 1 in Oct on leavinging parking at 2/3am I have not been able to exit park area at toll as on both occasions I've been advised at toll I am due to pay £180 for my parking which on both I had overbooked and paid for many weeks on advance I have had to speak to someone via intercom at toll and had this resolved being told my car had not been registered on entering even although tickets have my reg number on them”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Have ysed this parking pption quitealot. Radio channel and screen display had been altered. Why? This is now the second time this has happened. May use alternative in future now”
Thank you for your review,
We can confirm that our drivers are instructed not to touch any settings in customers' vehicles other than those that require adjustment such as the mirrors or drivers seat, therefore please accept our apologies if this has not been the case.
Please note the driver(s) of your vehicle have been informed and reminded that no settings should be touched in future.
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
“Fast track entrance on level 2 was locked and not available. Fast track security was also closed and not available, although security was not busy, I’d still expect both these functions to be available if paid for as part of multi story.”
Thank you for your review,
The complimentary FastTrack pass is available to use during the hours of operation, if you enter out with these hours you will not be able to use FastTrack security.
Kind regards,
Customer Support Team
“Really easy to use and convenient, only issue was our flight was delayed for 7 hours and I emailed saying that and was assured no additional charges would be needed and they updated their system. Got to the barrier and £6 was due. At 2am couldn't be bothered contesting it.”
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
