“Once again I have found it almost impossible to find the multi storey car park because there is no signage to direct motorists.
For the second time in a month I ended up at Fast Track because of the inadequate guidance.
I made the same complaint before but you obviously ignore customer complaints so I’m not expecting anything to change”
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
“Finding this car park and parking is fine and so is access to the terminal. On the exit they are totally lacking put the card in the machine to exit bearing in mind I have pre-paid the parking and it wants to charge me £360.00 and wont let me out. Its not our car so we press the buzzer and say can you help us we have already paid this we were asked for the registration number and went to look at the paperwork for it and were told call back when you know. I am at the gate of the car park there are cars behind me i cant move and they cant wait until I locate a detail so cheeky and very rude. Eventually got out no apology terrible service for what is over priced in the first place!!!!!!!!!!!!!!”
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
“Booked online for parking before my trip. Got back about midnight after a long trip and when inserted my ticket to leave the car park I had already paid for was charged a further £120 to get out of the car park. Emailed the next day and was told someone would get back to me in 8 days time. Poor customer service. Anyone booking airport parking I would double check what you are actually paying for. Not impressed.”
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
“We left our car on 14 September 2023 to 25 September and on parking the car my husband took a photo of the mileage On return l noticed the passenger seat had been moved backwards and on exiting the Parking my husband noticed that three miles had been added to the mileage. We assumed the car would have been kept onsite and not have been driven 1 and a half miles away and with two people inside the car”
Thank you for your review. As is set out in your booking confirmation when using the FastPark facility it is taken to an offsite secure parking facility which is located no more than 2 miles away from the FastPark reception area.
Kind regards,
Customer Support Team
“There was No transfer bus provided, as stated on your booking form that the free shuttle bus would arrive once every 12 minutes, with a short 10-minute journey to the terminal. On arrival, we noticed that there wasn't any transfer transport both my husband and I had walking problems and found this difficult, your notice also stated that it would be a 6-minute walk to the terminal more like 15 minutes. It's 6 minutes from the gate at the short stay to the terminal. Very Disappointed in the parking arrangements”
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
“Inadequate with too few spaces with many cars parked up out with the spaces as none available.
I paid in advance online but when I exited the park the machine displayed a £170 fee! Don’t know why this happened but was allowed out after giving my number plate details.
No shuttle buses anymore and Id like to know why as it was quite a walk in the pouring rain when we returned.
Won’t use this car park in the future and will treat myself to a taxi instead which wouldn’t be any more expensive than the car park.”
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
“Car Parking at Edinburgh Airport has become a complete rip off. In March 2023 it cost £6.66 a day and in September over £12 a day. How is the price rise justified?”
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
“I booked and paid £54.99 for parking in advance then had to pay £210.00 to exit car park. I had not exceeded the time I paid for and I’m not happy at all. Waiting for a reply from your customer services.”
“We booked parking at multi-story on site at EDU in order to have a place to sit after our flight arrived. We picked up our rental, and had to sit for 3 hours at the airport with a disabled passenger while we waited for another passenger via an international arrival. We could not enter the licence plate in advance as the car was a rental. Once we picked up our rental, the directions to Multi Story sent us to another car park off site of the airport and when we returned to EDU we were unable to find the entrance to the on-site multi story as it wasn’t signed at all. So we ended up entering a departures drop off and sat there for three hours. Unfortunately, we were also charged to leave that lot. So, our Edinburgh parking experience was extraordinarily expensive, confusing and unclear. Would not use again!”
Thank you for your review. 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 Team
“was charged an extra £6 to get out of the fast park after already paying for 5 days We were not over our allocated time. Couldnt find anyone to help as it was very late. so ended up paying just yo het out”
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
“Checking in no problems gave us a ticket with license plate number fine. Not told there was no bus transfer service. A sign saying go to C1 for terminal this is in daylight. On returning late 23:00 it was terrible. Signs for longstay not clear, eventually get throgh the gate The so called path full of water pudles , followng the bollards they stop around E we were parked at G5. We now had to carry our luggage through all the cars until we got to G5 all of which is poorly lit. Get to the exit barrier which is also poorly lit enter my ticket pay £190 this has happened to me before tried to find the button for help again poorly lit had get my phone torch out to find the help button. The assistant then askd for my registration number and lets me out yet there are cameras there why can you get it right to let us in but not out. Dreadful experience. After travelling for 19hrs you dont need this”
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
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
“Turned up at gate didn’t recognise number plate had to speak to button assistance and gave reference number then on leaving I put ticket in the gate for leaving and was trying charge me £130 when I paid online before visiting absolute shambles.”
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
“I use the carpark at least once a month and it is usually good value and convenient. On my most recent trip my flight home was cancelled and I had to return on the next available flight exactly 24 hours later. The extra charge at the carpark was £50 which was double my original booking price and more than three times what I usually pay per day. I think this is really taking advantage of a situation that was out with my control and in large part caused by Edinburgh Airport's exceptionally slow turnaround of aircraft which ultimately caused the cancellation of my original flight.”
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. 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
“I had 2 cancelled flights on same week trying to get home. Tried to buy parking to extend my stay in car park but App stuck on page 2 ( the page that is trying to sell you a Fast track through Passport control for £7). No contact phone number once you call airport and get option 4. Emailed them from my departing airport - states "up to 8 days for a reply". Upon arrival at Edinburgh Airport I went to payment machine and pressed contact button to explain. Reply" can't (be bothered) do anything try and get the money back from your airline! Charged an EXTRA £50 for being 17 hours late. Fair enough being late but many flights are cancelled ( I have had 3 cancelled in 6 weeks that led to overnight stays abroad). Can parking not find a way that you can amend existing booking when you have told them your flights in advance,??? Probably not as this would decrease easy profits...”
“I was charged £80 on departure from your Plane Parking facility .
I had already paid when I booked and was well within the booking times.
I have a complaint logged regarding this.
Extremely frustrating financially,hope this is resolved quickly.”
“Very very disappointed with the service provided by the long stay car park at Edinburgh airport. I just left the car in the parking for a couple of days and when I returned, I found that the back left tyre was punctured. The reason was a big chunk of metal embedded into the tyre. So I had to call AA and wait for assistance to replace the tyre for a provisional one. The guy that came from AA mentioned that it wasn't the first time that this incident had happened in this car park. When I complained to customer support at Edinburgh airport about what happened, my surprise was that they didn't take any responsibility at all for this incident.
As you can imagine, I'm not recommending this car park anymore to friends and of course, I will never use it again.”
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
