“As we arrived to park the car I was surprised to see a sign at the barrier stating no shuttle buses operating, when I booked the car park the paperwork that I downloaded stated that the shuttle buses were still operating every 10- 12 mins as they usually do, it was just as well it wasn't raining or it would have been a poor start to the holiday, this was not made clear at the initial booking stage that you would have to walk up from the long stay car park to the airport terminal.”
“On leaving, the system tried to charge me £180. The man on the intercom soon sorted it out but it didnt stop me getting wet in a sudden downpour. Its not what you need for a 1 hour drive home.”
Hello John,
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.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Ok but my ticket did not register on way in so I would have got charged £350. If I did not go to see the guys at reception. As this has happened b4 and I just paid the extra I kind of expected it. This needs sorted as I did pre book so should have been plain sailing.”
Hello David,
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.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“The parking was good and I like the introduction of the 1 hour free parking for twilight bag drop off - a good initiative.
However, the introduction of the charging for trolley hire is ridiculous. Not only do I disagree with the charge but if there is going to be a charge, at least make the operational aspect work. In the arrivals hall you had to swipe your bank card to get a trolley- it took me about a minute to accept, with about 5 unsuccessful attempts. This was the same with others in the queue and some just walked away after about 10 failed attempts. By the time I had got a trolley, my wife (whilst looking after two young children) had got all our luggage.”
Hello Keith,
Thanks for your feedback.
The charge has been introduced so passengers can have a readily available trolley when required. We’re investing in a dedicated team of 10 people to ensure a steady and constant flow of trolleys across the campus.
The £1 charge, similar to many other airports, enables us to provide an improved service.
Kind regards,
Customer Support Team
Hello Norman,
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
“Normally you would get 5 stars for your service but on this occasion, i have dropped this to 3 stars for one reason: - our flight was delayed for 4 hours and we did not arrive until just after midnight. When we reached the parking barrier we were charged £6 to get out. Obviously the system is at fault but as always the customer pays.”
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
“This is the second time I used fast track parking. First time was great. However, this time I had a problem and it was a nightmare. I lost my carpark slip but had the receipt. I could not get hold of any member of staff to help. I rang the door bell several times the disabled assistance which buzzed for nearly 20 minutes on the intercom and no answer. I even shouted very loud in the car park for help and at one point I thought the police were going to come. I/we were stuck. I rang the doorbell again several times then again shouted for help in the fast track carpark. Eventually someone came. I'm disabled!!!”
Hello,
I am sorry to hear that you never had a seamless experience at our FastPark service.
I will be sure to pass this feedback onto the car parking team to ensure this doesn't happen again.
Kind regards,
Cameron
Customer Support Team
Thank you for your review,
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
“This would have been a 5 star review for the whole process was excellent however on checking the car over we noticed damage to the offside rear wheel which is very disappointing.”
Thank you for your review,
I'm sorry to hear that you had issue with our ANPR system upon exit however I'm pleased that our car parking team were able to assist you at the time.
Kind regards,
Customer Support Team
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 . I have used this car parking frequently and never had an issue until my flight was delayed 17 hours . I could not get in to amend booking and fully aware I will be pointed to some terms and conditions but 55 pounds for that extra bit appears to be a tax on unfortunate people and will look at alternatives in future . I did plead with the attendant. But was told it was just policy”
Hello Samantha,
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
“The parking arrival is fantastic and really straightforward BUT - I have never in over 10 times been able to leave the car park without having to call for help. I worry they rely on you paying more !! But the help desk will eventually let you out …. Not really a prepay service”
Hello,
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
“The parking itself was ok but unfortunately my plane was delayed and I ended up having to pay an extra £45 to get my car out of the car park. I’m sorry but I think this is extortionate. You are making an already very stressful situation ten times worse by using people’s misfortune to make money.”
“As has happened before, when I put in my ticket to leave it retained it and demanded money. The person I spoke to dealt with it efficiently but I have never found it to work first time.”
Hello,
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
