“Process and parking all great and excellent idea! However I feel as if I have a fight on my hands. They broke my key. Was told the claims department would be in contact. As yet nothing.”
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
“For the parking, the spaces were ok. The bus was not. The bus was a normal bus, with no luggage space. A lot of people were on the bus, particularly on the return journey, all with big cases and no where to put them. Getting off was a nightmare as cases were everywhere and sliding around quite dangerously.
You have no ANPR and our ticket didn't work, it kept saying turn ticket over but every direction didn't work and required a call to support. At early hours of the morning, none of this was welcome and made the whole experience stressful.
Not to mention the airport, with queues so long at passport we were waiting outside with everyone feom our flight! E gate didn't work and the only assistance your man gave was join the other queue again, didn't even check I was putting it in right or suggest try another machine, of which loads were open as even with that huge queue he was only putting a few in the many many available gates leaving the rest unused. It took so long the cases were all being taken off the carousel and left in piles to try to locate your luggage. I've always considered edinburgh as a top airport but this was a very far cry from the standard I would expect”
“Signage confusing, just too much information which is impossible to take in while driving. Short walk to terminal. All good if not a little expensive.”
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.
“I used the fast park facility from 11th to the 15th of July. All was well and as expected until I tried to exit the car park on my return. My flight had been delayed so I was attempting to exit the carpark at circa 12 midnight which was about 3 hours later than anticipated. The barrier wouldn't let me through unless I paid £6 to exit. The web site suggest that I should not have paid anything in addition if I was within 6 hours of my booked departure so this was disappointing!!”
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.
“The parking approach to drop keys off worked really well for me and my family. Although, I entered the wrong car park initially and one of the airport parking staff advised that I can exit and drive in to the right car park, I was charged £6 for this. Thrr we y advised me that I would not be charged. In addition, when I returned for holiday, picked up my keys and existed the car park. Again I was charged £6 for this. Can this be refunded?”
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.
“No bus link as advertised from the long stay car park. As always with airports, it appears that EDI are keen to develop inside the terminal but a covered walkway would make a great addition to keep you dry on the 10 to 15 minute walk. Needs better signage to the terminal. Fine when you return.”
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.
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.
“Easy to get into, lots of decent spaces, 7 min fast walk to the terminal but yet again I had an issue on exit as it tried to charge me even though I had a booking, which has happened 7 times out of 10 I’ve parked here…frustrating when it’s late and you are tired”
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.
“We parked with smart park on a previous stay, and car was damaged. Thought bad luck.
This time paintwork all scratched at side! Feel there needs to be more care when parking cars. We keft the car at 4am so could not take pictures but we know that scratch wasn’t there……
(Last time it was bumper damage which we didn’t notice until we were home).
Furious and out of pocket again!”
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.
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
“Bus driver was great going out and back. Lovely people. The drop off point is further away from the terminal than the trams so be prepared for a bit of a walk compared to other long stay car park bus drop off points. Price wasn’t massively different to the long stay terminal parking you walk from so not worth it in my opinion. There’s still a fair bit of walking - especially if flying Ryanair.”
“Process was smooth for drop off but i felt that we did not get much benefit at pick up. There are no signs on exiting the airport to go to the Fast park so we ended up coming out at the multistorey and having to walk back on ourselves. The carpark is also quite large and we were parked at one of the furthest away spaces so all in all I don't believe we got much benefit for the cost. I wouldn't pay for the service again.”
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.
“Booking in seemed quite straightforward but ultimately proved to be a problem. When we arrived back to pick up our car it was not ready. I was told I had put in the wrong return flight details. I am not sure how that could be as an assistant had put in the flight code off mt e.ticket and it was confirmed on the screen. Service recovery was pretty good as they despatched a driver to fetch the car which took 30mins.”
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. I understand the frustration that it causes however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“The cost of the parking varies and I thought I was better off booking well in advance but a few times I looked in the months after I booked the pice had gone down and there was also the option to get another 10% off.”
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.
“The theory is good. Your registration plate is recognised and you're allowed to enter at the prearranged date and time. Only it didn't happen, and I had to take a ticket to gain entry. Same when trying to exit, despite having prepaid I was asked to pay £120 for 4 days. Thankfully, I was able to access my booking reference number.”
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.
“Entry and exit was fine - but I was not impressed by the bus to the airport terminal. The vehicle was not suitable for an airport service - it was a normal service bus that had very few places to put luggage. A couple of small cases filled the only areas available. A mother with a buggy was left standing in the aisle as our cases were in the area for buggies and wheelchairs - our cases were too large for the tiny baggage areas and there was nowhere else to put them. You should be investing in a proper vehicle for airport transfer.”
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
“Please make it clearer what you’re supposed to do when booking in advance. I have always pressed for a ticket and returned with no issues however this time I was faced with £120 fee. When calling customer services I was told I shouldn’t have pressed for a ticket. Funny that every other time it’s worked. This was really not okay because I was super delayed and late getting home and this just took up even more of my time.”
Thanks 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.
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.
Thank you for your review,
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
