“I BOOKED MY PARKING IN ADVANCE AND COST ME £36.00 for 17 HOURS.
I LEFT EDINBURGH AT 7:30 AM ON 23/2/2018 TO LONDON AND LEFT THE CAR AT THE MULTI STOREY CARPARK WITH FAST TRACK ENTRY.
WHEN I CAME BACK THE SAME DAY AT 10:30PM TO PICK UP MY CAR , HEADED TOWARDS THE BARRIER, INSERTED MY PREPAID PARKING , I WAS RAGING BECAUSE THE MACHINE ASKED ME TO PAY £26 PLUS THE PREPAID FEE OF £36.00.
BECAUSE I WAS ANGRY AND IN A HURRY TO GET BACK HOME ,I JUST USED MY CARD TO PAY FOR IT. I WAS THINKING IT IS SUPPOSED TO RECOGNISE THE TRANSACTION AND THE RESERVATION I HAVE MADE. THEREFORE, I THOUGHT THAT PRESSING THE HELP BUTTON IS A REAL HASSLE TO CLARIFY THINGS. PLUS THERE ARE CARS BEHIND ME THAT I DO NOT WANT TO CAUSE DELAY.
BESIDES, I JUST WANT TO GO HOME BECAUSE I WAS TIRED.
THIS IS AN APPALLING ACT OF VICIOUS FLAWS IN COMPUTER ERA.
PLEASE REFUND MY £26 !
IT IS RIDICULOUS !”
“Every time I pre-bok I get a ticket and the system asks me for payment on exit - I have to call the operator. It fails to produce a ticket when you arrive too. Simply - its exceptionally poor. The purchase on line also does not retain your information.”
“I arrived on Saturday 17th February at the pre-booked surface car park , a sign said car park was full and directed me to overflow car park. On walking across the car park there were dozens of empty spaces”
“I sent the complaint below via Edinburgh Airport Parking's web site web site on the 18th February and clicked the box requesting a reply. To date, 21st February they have not bothered to get back to me, shocking service and very unprofessional.
Booking reference: 3663940
The above booking was made on the 10/02/2018 at 14:15 and covered the period 08:00 - 11/02/2018 to 09:30 - 18/02/2018 for which we were charged a total of £65.99.
Not being too familiar with the 24 hour clock we made an error with our return time. It should have been 21:30 instead of 09:30. These things happen, however on exiting the car park we were shocked to find that this error cost us a whopping £56.00
From your web site you state under ‘Car Park’ ‘How much does it cost?’
“If you park for longer than your pre-booked period, you can either book additional time on-line in advance, or you will be charged the drive-up rate for the relevant car park for the additional time.”
Can you please explain the reason for this excessive charge?
Also receipt number 005452 issued at 21:57 on 18 Feb 2018 for the £56.00 states that the parking period was from 11/02/18 07:23 - 19/02/18 11:30 Period 8d 4h 8'. This bears no logical link to the 12 hour error made at the time of booking.
Can you please explain the the logic behind this receipt?
I look forward to hearing from you.
Regards
John Thomson Snr”
“Flight numbers were given. Incorrect times filled in by you. We failed to check correctly the details you completed. The times given by you were 5 hours under the correct times. Our flight arrived back on time and we were charged £ 14.50 for 5 hours having paid £ 46.00 to park the car. This also applied to another family car. Will not use you again as this looks like a nice scam.”
“We had a problem with one of our windows in our car so couldn't use to get to the airport. As this was less than 24hours I was unable to cancel the booking. So basically I paid for no parking! Terrible not to offer a refund!”
“Both machines on exit were broken, also it tried to charge me £210 for a ticket that was pre-paid in advance, therefore I was held up at machine and gate causing a queue while attendant dealt with issue.”
“Arrived in early hours of the morning and instructions advised that barrier would open by number plate recognition and as the machine did not issue a ticket We assumed we we were in the wrong car park and reversed out. We went to the drop off - after that I called back to try to park the car again - I pressed the button for a ticket and all fine but a bit of a rush thereafter- on the return journey we drove out , inserted the pre-paid ticket and there was a request to pay £285 so we then assumed we had parked in the wrong car park after all - I called for assistance and was asked to read out my reference number - on finding the number there was no verbal acknowledgement and the barrier opened. Not a good experience at all”
“Booked wrong dates but didn’t realise until we got back and tried to exit car park. Tried charging us nearly £170.00 and assistant argued for over half an hour over the matter and was extremely rude”
“Having booked online i fiund it very unclear as to where i was to park. There is no map online and no board before the airport to gibe directions. I ended up in the wrong car park and the system tried to charge an additional £90 for less than 2 days parking. I was allowed out of the car park without paying this but i don't know if i will receive a follow up bill.”
“Appalling. Every time I book and pay online in advance I find that when I get to the exit barrier, the system doesn't recognise me. I then have to reverse out of the gates, park again and get my ticket re-validated at the operator office in the covered multi-storey (several of whom aren't the best ambassadors for the company, I'm afraid). The last thing you want to have to deal with after a day of meetings and flights.
And I know from talking to my colleagues that it isn't just me that has had this problem.”
“The number plate reader did not recognise my booking. I used the intercom and a ticket was issued by the operative and I was advised that this would let me out without problems. I had to provide a booking reference and had to look that up on my phone (which I subsequently dropped under the seat and left in the car for a week). When I tried to exit a week later the reader said I needed to pay £280 to exit. The exit barrier is not lit properly so it was difficult to identify. Again I was asked for my reference number and could not provide it because my phone had no charge. So -
(1) if your system fails to recognise a booking make sure you issue the correct ticket
(2) ensure the barrier area is lit at night so that the "contact buttons" are clear
(3) do not ask for a booking reference - name and reg number should be sufficient”
“Bus driver has been rude. Hi does not give us lift to bus shelter at the car park. After two stops he said thats last stop. Our cat has been in other side of car park. Pure service.”
“I was very disappointed and not for the first time. I used this same parking before (prepaid online), at least five times and the point for me was to get into and out of the airport as fast as possible however each time that I was leaving the airport and put the ticket through, the barrier would not open and I had to seek assistance. There would be a queue of cars behind me and it would take extra long until I was able to leave the airport. There was one time which led me to seek a method of complaint because I was leaving the airport, barrier wouldn’t open as usual, and there would be no assistant to speak to through the machine therefore I had long queue of cars behind me and I actually had to reverse back and WALK all the way to the office. These repetitive same issues take a lot of my time and it is very inconvenient. When I asked the person through the machine how is it possible this always happens to me, the reply I got was, that my plate must be too frozen to be read! This however happens no matter what the weather conditions are.”
“Unfortunately I had lost my ticket to get back out, I mistakenly thought I would still get out through number plate recognition as I had prepaid.
Upon reaching the barrier, which didn’t open I then tried for a few minutes to get a reply on the intercom. When I finally got to speak to an advisor his tone snd manner were far from helpful.
Needless to say by this time other customers were waiting and as I thought the advisor had stopped dealing with me I let a particularly impatient lady ahead of me. When I then tried to begin again with your advisor, he admonished me in very strong terms for letting the lady go in front of me and continued to tell me off until he finally lifted the barrier to let me out!
I hadn’t killed anyone, I had only simply lost my ticket and let someone go in front of me!
I will not require the 10% discount as I will not be using this car park again. I should have used Secure Car Parks as we had before, never been treated like this by them!”
“Hello, I'm a regular user but I keep paying in advance, registrering all my details correctly & then when I try and exit it says pay £45, I'm tired of it & have written to the customer care dept. I'm concerned that really they just want to double charge, late at night when people have had tiring days just trying it on to get even more money for parking, just greedy really. Don't get me wrong the locality of the mid-stay car park & concept are great its just the execution & having to battle to leave at night is tiring...”
“Arrived at Car Park in snow Tuesday am. Notice said it was full up waited for ten minutes. Got a ticket which opened the barrier. Took another 20 minutes to find a space.
When I got back at 12.45 the following day. Put ticket in and was asked for £90. Tried ringing every intercom no reply. No telephone number onEmail so in the end I followed another person out. My husband is paralysed following a stroke and I had to get home.
I presume the camera that was meant to identify car was not working due to snow but maybe someone should have been in charge on foot telling us what to do and why no one was on the Intercom beggars belief I have posted a copy of my email together with the ticket and maybe a goodwill gesture from you such as returning £35 would be a good idea. IT WAS ALL HORRENDOUS. Victoria Craig”
