“The signage is not the best to find where you park nothing said terminal surface car park when I got further into the airport, when I was leaving after pre booking my ticket asked me for £180 for the few days, called for assistance at the ticket gate, first person answered took my reg then disappeared, waited a bit expecting him to be checking a system, called Again new person… they sorted it in 30 seconds. From arrivals the signage for terminal car park points the wrong way again when you come to a enclosed walk way says terminal car park go left yet the signs disappear for terminal carpark disappear went back the way we came and went right and found the car park there. Other than that location from terminal is great and had not other issues.”
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
“Always prebook the long stay car park at a decent price. On arriving 9th April really struggled to find a space and disappointed to see some cars had been forced to park on the roads i.e. not in parking spaces. Also there could be better directions for path to departures, but will continue to use due to proximity and price.”
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.
Kind regards,
Customer Support Team
“As senior citizens with minor mobility issues we chose Plane Parking because of the bus service to and from the terminal building. The driver of the bus on the afternoon of 9 April taking us to the terminal was very friendly and helpful and assisted us with getting our luggage off and on the coach. However, we found the driver returning us to the car park on Wednesday 19 April at about midday to be surly and lacking in any customer relations skills.
As a general comment. pre-pandemic we always used the long-term car park for our trips abroad with its then coach link to the terminal. Sadly you have withdrawn this service. We do not regard ourselves as requiring "special assistance" but did find that the distances we now had to walk with our luggage to get into and out of the terminal to be way longer than it used to be. I do think your access to the terminal should be more convenient for elderly travellers.”
Thank you for your review.
Thank you for your positive feedback at the start of your review, we look forward to welcoming you to Edinburgh Airport again in the near future.
In regards to the shuttle bus driver I will pass this over to the relevant teams and they will look into this for you.
Kind regards,
Customer Support Team
“The Multi-Storey with Fast Track is a good package. I also bought the return offer of fast track through passport control, not remembering that my return flight was via London rather than direct from the EU. The software asked me to enter the incoming flight - when I did I realised my mistake but there was no way to cancel the passport fast track option so that seemed a bit of a scam. In any case, if the software was properly designed it would have flagged the disparity and negated that part of the deal.”
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
“Arrived at car park at 5.a.m. to find that there was no shuttle bus available - same on return - it was stated in advert that a bus would be every 12 minutes - I am over 70 and not in the best of health therefore to have to walk to the terminal and back was a struggle to say the least. Most disappointed in the service.”
“Every time we pre book parking for this car park our registration is not recognised on way out and we have to wait at barrier for staff to look into our booking. It’s really frustrating as all we want to do is get on our way.
For the price you are paying it should be better organised.”
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
Thank you for your review.
Thank you for your positive feedback, we look forward to welcoming you to Edinburgh Airport again in the near future.
Kind regards,
Customer Support Team
Thank you 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
“Is there any chance you guys could do a ‘family drop off/pickup’ area for people using long stay. It doesn’t look that far for an adult walking, but the kids think they are off to Timbuktu after walking all the way through the extended terminal when Easyjet and Loganair appear to park at Leith.”
“I purchased a long stay from the Tuesday to early hours of the Sunday morning. The process to do this was quick and easy. However, on exit I realised that I had actually purchased it to the Saturday morning by accident. Our flight was also delayed so we did not get to the exit until 2am. Someone answered promptly when we called for help however charged us £17 for the mistake. I was very disappointed as if I had purchased this online correctly originally it would not have cost at extra £17. It was also a big issue as we had all our suitcases packed away in the boot of the car. It was late, our flight had been delayed and we were tired and cold. I am aware it was my mistake however a little bit of compassion goes a long way. The man could have just been kind and let us through the barriers. Just takes a little bit of kindest. Really ruined the whole experience.”
Thank you for your review.
When completing your purchase we always encourage our customers to check they have entered the correct date and times on their booking as any time out with the booked period will be charged at the roll-up rate as the time you have occupied was not pre-booked.
Kind regards,
Customer Support Team
“Helpful to have staff in attendance at the start of my journey.signs to plane parking could be more prominent.bus driver very helpful with luggage.distressing that the barriers did not automatically open on departure,but good that someone responded quickly through the speaker system.stones difficult to drag suitcases over.”
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 Advisor
“Our return flight arrived over two and a half hours late and it was pouring with rain. I collected the key but where was the car? Not outside but in its parking place AR 53. Where was that? There was no map or any indication of where AR53 was, and as I said it was dark and pouring with rain and no one obviously around to help so one was obliged to go hunting. Eventually the car was found and help appeared, but why no map of the parking places. We were and are very disappointed with Fast Park for not foreseeing this type of problem. It detracts from an otherwise very good service.”
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.
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.
Kind regards,
Customer Support Team
“Fast Park is really easy - especially with kids and lots of luggage. There were no luggage trolley near to where we landed - we asked the guy who’d checked our ticket but he wasn’t very interested and just pointed off to one that had been abandoned in the other car park. Also when we return to the car with young kids we come out reception and it just leads you straight into the road of the car park (not a pavement) - can you add a barrier to make it a big safer? These seems like easy wind - please sort them and fast park will be a great product!”
Thank you for your review.
I understand how frustrating it will have been to discover there were no trolleys available. Our trolleys are in constant rotation, which means once they have left an area, they must be collected by a member of staff, and processed back into their designated zones. This unfortunately takes time, and on this occasion has meant that the area you were in had no available trolleys.
Kind regards.
Customer Support Team
“Unfortunately, I needed the help assistance service for my mom. I asked on the plane but when we arrived in Edinburgh, anyone helped us. I had to push a wheelchair, and our luggage to the taxi stop and I had to pick my car up and left it close to the taxi stop to collect my mom.”
“Easy walking distance to the airport, but it feels like the car park has been neglected since they stopped running a bus service. Lots of large puddles due to uneven surfaces/ poor drainage, and lots of baggage trollies dumped all over the place which didn’t seem to be proactively regularly collected. Would benefit from designated trolley areas to ensure people don’t dump places which could result in them rolling and damaging cars.”
Thank you for your review.
We are actively working on a project that will improve the long stay walking route, we understand that the walking route requires improvement, and we appreciate your patience with us during this time.
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
Thank you 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
Thank you for your review.
I can confirm the shuttle bus has been reinstated from the plane parking car park to the terminal.
Kind regards,
Customer Support Team
“You need to make it REALLY obvious that you are not running a shuttle bus! I know it’s written there but I never noticed it until I checked when we returned -”
Thank you for your review.
Our long stay shuttle bus was suspended in 2020. The car park is an approximate 12 minute walk to the terminal and we find it to be a manageable distance for most customers. Those who find the distance unmanageable can contact us directly to discuss how we can support them.
The long stay car park is marketed as a facility that does not have a shuttle bus and this is confirmed on our website and booking confirmations.
I can confirm we do have a shuttle bus that runs from the plane parking car park to the terminal.
Kind regards,
Customer Support Team
