“Hard to find a space when we first arrived and had to drive around the car park a few times before eventually finding one. Spaces are quite narrow so harder to get our toddler out the car seat. On leaving the car park we inserted our ticket at the automatic gate but the machine said we owed over £200 at the gate despite us arriving and leaving within our booked time. We had to press the intercom for help to get out.”
Thank you for your review.
I’m sorry to hear that you found it difficult to find a space in our car park. If ever faced with the same problem in future, please ring the intercom at the exit barrier and our team will provide a suitable alternative.
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
“We ended up having to park really far from the airport- selecting terminal parking and paying a small fortune to make things easy with two infants and a partner on cruches, this was not ideal. There are not clear walking routes from the overflow carpark either and had to cross quite busy roads with no designated crossings, again with little ones and lots of luggage.”
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
“Went on line to book price £119 .
Went to drop off car and had additional £15 charge to pay . Didn't have a clue what it was for ask guy there . He said dont know either so i paid it or unless i couldn't park car .so disappointed on this”
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
“PLANE PARKING WAS NEW TO US. IT IS A LONG WAY AWAY FROM THE TERMINAL, NOT A PROBLEM EXCEPT THE ROAD TO IT IS RUTTED AND BARELY MADE – BE VERY CAREFUL WITH YOUR CAR. THE PARKING AREAS ARE LARGELY UNPAVED, RUTTED GRAVEL AND PUDDLES. BOTH ON THE WAY IN AND ON THE WAY OUT THE ANPR SYSTEM DID NOT RECOGNISE MY BOOKING, DESPITE HAVING BOOKED AND PAID IN FULL TWO MONTHS BEFORE. THE HELP BUTTON IS ANSWERED QUITE QUICKLY, THOUGH, AND BOTH IN AND OUT THE OPERATOR CONFIRMED MY BOOKING WAS VALID. OVERALL, NEXT TIME I WOULD PAY THE FEW POUNDS EXTRA TO USE THE LONG-STAY CAR PARK AND AVOID PLANE PARKING.”
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. 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
“Twice now I have booked using this car park and on both occasions the barriers don’t lift and I had to argue about the fact I had a booking to then be told I’m in the wrong car park when I know I wasn’t I travel often then told to take a ticket and attemp to be charged £150, agg that’s not needed before nor arriving home from a holiday”
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
“had to wait 50 minutes to get transfer to car park after landing back in edinburgh due to you only having a 12seater minibus to transfer peaple back and forth,your other 2 single deckers were parked up in the car park, not a very good service at 3oclock in the morning.”
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 felt the long stay was too long a walk for an older person without disabilities and the walking ridge terrible for cases ! Lack of parking spaces and ever time get an overcharge and have to speak to a person at departures on the phone Causing further delay often late at night when you want to get home ! Not good enough !!!”
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.
Kind regards,
Customer Support Team
“Poor review is down to changes made to my car configuration while it was parked. I can accept that certain changes a necessary while car is being moved off and on airport these changes were not required. This has also occurred on previous use of the fast track parking.”
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
“The ticket machine wouldn’t accept the ticket couldn’t read it ,phoned the boy and told me to reverse and try it in the other bay and still wouldn’t accept the ticket eventually he let us in,on the way back the same happened only this time the man on the phone and took our details and let us out”
Thank you for your review. Sorry to see that you had difficulties with the barrier system. I hope on your next visit things work smoother for you.
Kind regards,
Customer Support Team
“Road going to the parking is horrendous, potholes the size of sinkholes. When trying to leave the machine tried charging me £100 despite pre booking in the website. Thankfully the parking attendant was very helpful and was able to sort it out for me. 10/10 for staff but 1/10 for facilities.”
“Positives - able to easily find a parking space; bus shuttle was efficient and clean; able to contact employee via intercom to resolve the exit problem (see below)
Negatives - lack of clear instructions on entry - did not seem to match the online instructions we were given. Had to guess what to do by trial and error.
We had pre-paid for the parking, yet on exit the machine wanted an additional payment of £180!!! Quite a shock at the end of our 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 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
“Not happy that when I picked my car up and got to the barrier it showed that I owed £180!!
I pressed for help and the man was rude and gave me no reason for the error.”
“flight delayed, no response from enquiry 3 days latter & had to pay £28 for xtra 18hrs through no fault of mine, should have quicker response times on issues like this or except if known late flights. poor customer service and on a auto bot to chat to.”
Thank you for your review. I can see that you received a response within 10 hours of contacting us on Saturday which is within our standard response time of 8 working days. You can find information on how to extend your booking in your booking confirmation e-mail as well as in the FAQs section of our website and chat bot.
Kind regards,
Customer Support Team
“This time things were not as good as it used to be on other ocasions.
I did a pre-booking for 00:05 to 06:00, I collect the ticket around 00:30am.
Usually the ticket is printed with the order number, on that day it didn't happen. I was concerned.
When I picked up the family from the terminal, and went back, just to be sure I went to the payment machine and, surprise, I was invited to pay 25GBP..
I really want to know what happened.. it is insane..
It would be 0 starts. BUT... The 2 stars are for the staff that helped me to sort it out (it is a good habit to take the order confirmation printed out with me). He saw in the computer, he didn't know what to say to me.. Everything was OK on my side. He validated the ticket as 0GBO, and all was sorted.
Although he was awesome, this situation makes me not confident and wondering how it will go next time...”
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
“There was no problem with finding a safe parking place. However, I had missed a connection resulting in me being 14 hours late to collect my car. I couldn't contact anyone and had to pay £50 to get out, there was no option to get a receipt to claim the money back from the airline.”
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
Hi there,
Thank you for your review.
Our team are aware that during adverse weather puddles can form within the walking route. We are currently looking into the most suitable solution to rectify the issue. Please accept our apologises for any inconvenience caused.
Kind regards,
Customer Support Team
“Quite far from airport and bus journey needs work. Only one bus. Worst was leaving. Put my ticket in and was told I owed £120 to leave (nonsense). Happened to 4 other cars in front. Was sorted quickly after buzzing in but lots teething problems need sorted before recommending.”
