Hi there,
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,
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 signage for Multistorey Parking stops as the road is crossed and that Car Park becomes Terminal Parking . Please have a consistent sign for Multistorey Parking. I had to ask The Attendant in his office.”
Hi Angus,
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.
Kind regards,
Customer Support Agent
“not much information was provided prior to using the parking facilities. I am new to driving and originally from ireland so this was my first time ever using the car park. The car park I had booked had been closed and it was dark so was very hard to see signs. I had prepaid for this and was then sent to the long stay car park, i was worried I may have been charged extra. There was no shuttle bus and we had to reach the terminal by foot. I found there was very little signage and I ended up walking along the road to get to the terminal. This was the same on my way back to pick up my car. i feel more signage and information prior to arrival would be helpful and make the experience more enjoyable especially for first timers like myself!”
Hi there,
Thank you for your review.
I can confirm that plane parking is currently shut However, you would have been upgraded to the long stay car park. you would have been notified of this via your confirmation email.
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
“Parking is within short easy walk to terminal. Problem when returned however as did not register car registration and so got shock when asked for £240 on exit - nice helpful chap on end of emergency button helped sort it out though so well done. Always check booking and have paperwork just in case!”
Hi,
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
“The pedestrian route from the long stay car park needs to be improved ..... it needs to be made more direct, have a better surface, be better sign posted and be a covered walkway to ward off the Scottish weather.”
Hi John,
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,
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
“It is what it is. Convenient! If you are not familiar with the multistorey carpark be prepared for a bit of a nightmare. Good news is you can drive around free of charge while you find the correct way in. Better signposting would be much appreciated, particularly on level 2 where you are left with the feeling you can't park on that level if you haven't paid for fast track.”
Hi there,
Thank you for your review.
I can confirm if you have booked the multi storey you are free to park on any level. Fast track does come as standard with every multi storey booking.
Kind Regards,
Customer Support Team
“This is the second time that we prepaid parking in the long stay at Edinburgh Airport. On this occasion I had to use the help button to get in because it didn't recognise the reg number. Getting out of the car park 10 days later I put my ticket in and was asked for £272! Once again I had to contact the help button to get out again having to say that it was prepaid. Having said all that they were very pleasant and helpful and we were able to continue home. I will use them again but make sure that I have the booking number handy.”
Hi Clare,
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. I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“The price of parking beside the airport was extortionate so long stay was the only viable option (mid stay must have been fully booked). The walk to the long stay takes a long time, is unpleasant in the rain and involves walking through unavoidable puddles (some quite deep) - there is no bus to the long stay any longer.”
Hi John,
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. Please be assured that your feedback helps us improve our facilities and services.
Kind regards,
Customer Support Team
“Found the distinction between plane parking and long stay somewhat obscure and unnecessary. Created some confusion about whether it mattered if you used the ‘wrong’ entrance. Discontinuation of shuttle buses could be inconvenient in bad weather.”
Hi David,
Thanks for your review.
Plane Parking and Long Stay are two different car parks that are not located next to each other.
Plane parking is currently closed and is inaccessible to the public. Anyone who has previously booked Plane Parking will have been notified of their upgrade to Long Stay.
Thanks,
Customer Support Team
“No obvious signage when you depart the terminal telling you where the long stay car park is. Car park surface in need of repair and signage very bad when trying to locate the exit.”
Hi Brian,
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
“The car park was almost entirely full and it was difficult to find a free space - even at 7 AM. Ended up about as far away from terminal as car park would allow. After 10 minutes driving around trying to find a space finally found one. Not ideal.”
Hi John,
Thank you for your review.
I apologise It had taken you a while to find a space however, if this happens again if you ring the buzzer at the barrier someone from the car parking team will be able to help you find an available space.
Kind regards,
Customer Support Team
“Parked on the 2nd floor of the multi story & loads of signs saying we could use the bridge. Tried to use the bridge but doors locked? Pretty annoying- if it’s not open take down the signs”
Hi,
Thank you for your review.
Our fast track bridge is open however, our fast track security is currently operating from 4am-4pm. due to Covid-19.
Kind regards,
Customer Support Team
“Car parking was decent price for being literally right next to terminal however we had to spend at least 2 minutes looking for a parking space like all the other cars circling around the car park! So all in all we paid more money as were travelling with baby so thought it would be more convenient but a shuttle service car park would have been cheaper and probably less stressful.”
Hi Megan,
Thank you for your review.
I'm sorry to hear you had to spend a bit of time finding a space. Terminal Surface is one of our most popular car parks so it's not unusual for a lot of the spaces to be occupied.
Thanks,
Customer Support Team
“So expensive for not much. Paid for terminal parking by the multi storey due to having the kids. Car parked was mobbed, no spaces, eventually got a space. Then when we got back, car was parked do close we couldn't get the kids in.
Been better at Secure Park”
Hi Rebecca,
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 if no bays are free.
We always hope that customers will be mindful of others in adjacent spaces when parking and it's disappointing to hear that you had difficulty upon arrival.
Thanks,
Customer Support Team
“On arrival at the parking you are directed to Short Term Parking area. This is confusing and should be made clear that you have arrived in the correct area for long term parking.
On return signage back to the parking is not clear.”
Hi there,
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
“Great parking area, however it was so full we had to park at the very farthest end of it making it a bit of a hike to get to the terminal. Not really a 2 minute walk then. Instructions in email needed to have a little bit more detail to them.”
Hi there,
Thank you for your review.
Our terminal surface car park is our second closest one to the terminal (the first being multi-storey) regardless of what space you park in.
We're always keen to listen to the wants and needs of our customers - can you share what details you think we should add to our communications following a car parking booking?
Kind regards,
Customer Support Team
“Excellent parking facilities but security not as I would have expected. Car tyres tampered with and valve broken on one of the wheels. Had to have car recovered and a 10 mile taxi home”
Hello,
Thank you for your review.
I'm sorry to hear that your car has become damaged. I would encourage you to contact Police Scotland regarding the matter and we will support their investigation:
https://www.scotland.police.uk/secureforms/contact/
Thanks,
Customer Support Team
“There was no registration plate recognition printed on ticket hence when I was leaving it came up with £180 charge. A bit annoying really but not the first time it's happened.”
Hi Damien,
Thank you for your review.
I am sorry to hear you were charged extra due to the ANPR system not reading your registration.
If this happens again upon exiting please press the intercom and quote your booking reference and someone from the car parking team will raise the barrier for you.
Kind regards,
Customer Support Team
