“Website and actual signs need to align. Likewise your website needs to be clear about what I am going to get, if I select Surface Parking then I expected that.. Not a post-purchase email with small print directing me to a drop of service I didn't want.
Also had to use buzzer to exit Surface from the pickup point, due to ticket asking for payment.”
Thank you for your review.
It is my understanding you had booked Fastpark and nor terminal surface. Directions to the car park booked are within the confirmation email.
Kind Regards,
Customer Support Team
“We got the shock of our lives when leaving. We were informed that we owed £360! We were informed that the cameras hadn’t been working for 3 weeks! Get it sorted. That aside everything was fine.”
Thank you for your review. We have been experiencing some issues with our ANPR cameras over the last number of weeks. We are working on a solution with our suppliers and we appreciate your patience whilst we work on this.
Kind regards,
Customer Support Team
“While the process around booking / accessing the car park is very good, the experience is badly let down by the absolute lack of signange to a safe walking routes and how this is delinated from parked cars. It needs to be addressed urgently.
The other problem is the volume of cars not parked in spaces but on the access route around the car park. This is also really problematic.”
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.
Kind regards,
Customer Support Team
“On entering, the barrier didn't work with numberplate recognition. Tried using the intercom but it didn't work either. Moved to the other barrier and it was the same. Eventually pressed to get a ticket just so that the barrier would rise. On exiting we were told to pay £130 to get out. At least this time the intercom worked and after explaining what had happened, telling the attendant my name and car registration he raised the barrier. Quite a stressful experience.”
Thank you for your review. We have had some issues with our ANRP system over the last number of weeks. We are working with our suppliers on getting this issue resolved and we thank you for your patience whilst we work to resolve this.
Kind regards,
Customer Support Team
“I arrived a bit early but left well before my time was up and got charged £20 more to get out of the gate,under three hours cost me £ 58 , never again and I’ll be advising friends and family to avoid.”
Thank you for your review. To allow us to look into this for you can you reach out to us view our contact form: https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
“I ordered the parking 1th Feb (Order ID B3EQIZDOW) as the Terminal Parking all was oK on my arrival I got my ticket at the barrier (650308) Obviously my Car Reg was not recognized as it did NOT show my car reg or my booking reference. as it said it would I parked the car. When coming home. I drove up to the barrier and it attempted to charge me a massive fee. As per your letter I contacted the control. I gave them my car details. The person there suggested that I had parked in the wrong car park. This was a mystery to me so I queried this and had a discussion. I said that I had parked in the terminal as my order suggested. He suggested that I should of parked not in the multi storey part but on the outside bit. After our discussion He raised the barrier without any fees being paid. This was very stressful. If I had to park in an area away from the airport then the term Terminal Parking was misleading. If the area that i had got myself into was subject to further charges and I dont see why it would be clearly a sign at the barrier indicating I was going into a more expensive area would of avoided any confusion.”
Thank you for your review. I'm sorry to hear you had difficulty finding the correct car park in which to park. In future if you do have problems finding this if you speak to a member of our car parking team they will be able to assist.
Kind regards,
Customer Support Team
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
“Lots of issues with indiscriminate parking that the owner doesn't take any care to police. Pedestrian routes blocked with parked cars, cars parked over roadways, cars mounted up curbs etc. Same cars blocking routes a week later with no ticketing.”
Thank you for your review. In future if you are having problems finding a space in any of our car parks if you press the intercom at the exit barrier of the car park and speak with a member of the car parking team they will be able to find you a suitable alternative.
Kind regards,
Customer Support Team
“0430 on Monday 12 June I’m disabled and upon arrival at the carpark found there was no shuttle bus service running. I called at the assistance point to be rudely told “you’ll have to just walk”. Unacceptable. On leaving after 10 days we were told we owed £280. This is after we put in our ticket in the machine. On looking they let us through without charge”
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.
Kind regards,
Customer Support Team
“I am disabled and paid for parking in the multi storey in advance of my trip. There were no disabled spaces available and when I did find a space it was very difficult to exit from the car as the bays are pretty small. Worse followed when I returned from my trip. I drove to the exit and inserted my ( pre paid) ticket only for the machine to say I had £170 to pay before I could leave. I pressed the call button and waited for around 6-7 mins for someone to answer. During which time I actually considered paying again just so I could leave. But someone did answer eventually and after he checked said “ it was a mistake” and “not to worry” he then raised the barrier and I could leave. But after a long journey it was very stressful to think I had to pay a huge sum again… very disappointed.”
Thank you for your review. Our blue badge spaces are available on a first come first serve basis. In future if you have problems finding a space if you ring the intercom at the exit barrier and a member of our car parking team will help you find a suitable alternative.
Kind regards,
Customer Support Team
“The last twice I’ve prepaid and parked it comes up that I am due to pay when I leave and I have to ring for assistance. Gets fixed but this shouldn’t happen and never used to.”
Thank you for your review. We are currently working with our ANPR partners on an issue with our system and we are hoping to have this resolved soon. Thank you for your patience whilst we work on this.
Kind regards,
Customer Support Team
“I have used Long Stay many times. Sometimes it is difficuilt to find a space but this time it took me over 10 mins to find an available parking space, section K which is furthest away from the exit gate to enter Mid Stay car park for walk to terminal building! Cars where parked on horizontal white lines, double yellow lines, on corners and on raised paved areas, why?! Starting to think this car park over books then leaves it to drivers to park where ever they like! What happens to cars parked illegally, are they uplifted and owners then have an extra cost on returning or are they left where they are until owner returns? Dont know if I'll use any of Edinburgh Airports Car Parks again.”
Thank you for you review. In future if you have any difficulties finding a space in our car parks if you press the intercom at the exit barrier of the car park a member of our car parking team will be able to find you a suitable alternative.
Kind regards,
Customer Support Team
Thank you for your review. It sounds like our ANPR system hasn't detected you upon entry to the car park which means you are then charged the roll-up rates in error when you exit. I am glad you managed to speak to someone at the time to get it sorted though.
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
“Lots of illegal parking going on.
Wayfinding signage for heading to the terminal needs improved.
On our return, we had to negotiate a puddle of water at the gate between mid-stay and long-stay, which needs attention.”
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. 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.
Kind regards,
Customer Support Team
“Have used this parking many times however this time on exit put ticket into machine at barrier and it said unpaid due £440 - this was not case as had been pre paid had to press buzzer for assistance and wait 5 minutes before anyone even answered buzzer to help us!!”
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
“Outrageous surcharge. Our flight home was cancelled by Ryanair so we eventually arrived back in Edinburgh 16h later than booked. We were charged £65 excess. Ryanair have refused to pay. This seems excessive.”
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
“Booking the prepaid parking worked well. On leaving the lot the gate ticket machine I dictated that I owed £266.00. I was well within the period that was booked. However it took a person six minutes to answer the summon for help. Not happy.”
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
“Very disappointing. Once you park your car there are no signs visible pointing you to the best route to the terminal for pedestrians from long stay parking. It is like wandering in a maze, trying to find the right way out. You follow someone then realise they are also lost. Why isn't there a special pedestrian only route highlighted in the car park?”
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
“Got back 45 mins after booking ended due to delayed flight, pop up on ticket machine asking for an extra £100 even though the website clearly states there is a 2 hour grace period. Spoke to someone on the intercom who sorted it out but may catch someone out”
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
