“Firstly I was directed by e mail to stay in the Long Stay car park - not what I booked. Then the information said the number plate recognition would open the barrier and issue a ticket - it didn't and I had to press a button to get a ticket. I did give it a fair amount of time and also had a car behind me which pressurised the situation. It was only when I returned and was preparing to leave I noticed that my ticket did have my registration on it and was able to leave. I did not check it after I entered as we were concentrating on parking and finding the exit - which was far from easy. At best the whole change of car park, the lengthy information on the e mail and lack of any information in the actual car park - which is vast - was misleading and difficult.
Finding the exit presented the next problem - no staff anywhere, poor signage although it was 4 am. Not nearly good enough on your part.
The return journey was stressful until I noticed the ticket which helped. Overall I would be unlikely to book on site again and return to off site parking. While I appreciate you are making changes and upgrading car parks etc this should have been all the more reason to have help on hand for a first time user like me.
Terrible experience.”
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.
Staff are available 24/7 via all intercoms on the entry/exit barriers. You can also visit the car parking office on the ground floor of the multi storey car park should you wish to speak to someone.
Kind Regards,
Customer Support Team
“I have previously always used Edinburgh Airport Parking and had issues. However this time, I have an issue. My return flight was delayed and I have been charged for that a substantial amount versus what I paid in advance”
Thank you for your review.
I can see that you filled out a feedback form and our team has responded to resolve your parking charge.
Kind regards,
Customer Support Team
“Plane Parking is closed but the system lets you book anyway. The ‘free upgrade’ to Long Stay is hidden halfway down the confirmation email. I hate parking with Edinburgh Airport.”
“Absolutely shocking.. I prepaid for my parking.. then on the way out got charged an extra £110. When I asked a parking attendant he said tough, you just need to pay it.
Find parking else where, get the tram. Disgusting and shocking all round.”
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
“We arrived at the long stay parking to go skiing. The carpark was almost full and we spent 10 minutes driving around to find a dpace, ajob made harder by the vehicles that had given up and parked on the roads, turning junctions into parking spaces.
No shuttle bus so dragging skis and cases to the airport, 20 minutes from where we were parked. Pedestrian directions are not well signed so we ended up walking along the road.
Edinburgh Airport in general is one of the worst I’ve ever been to, with no way through departures without a 100 yard detour through the duty free shop.
Dismal all round.”
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.
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 feel you have extenuating circumstances I would encourage you to reach out to the team who will be able to look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind Regards,
Customer Support Team
“I booked my parking months in advance, for whatever reason the correct times for my arrival and departure had changed. I never noticed this at the time and upon my arrival I was charged an additional £25. A bit steep since my original price for a two week stay was around £54.
Aside from the robbery it went pretty well”
Hi Kenneth,
Thank you for your review.
I am sorry to hear that the booking dates and times were not correct when you created your booking. We trust customers to double check this information is correct before they finalise their payment, or at the latest when they receive the confirmation email, as bookings are amendable up to 24 hours prior to their scheduled start.
I am glad you were otherwise pleased with the level of service provided.
Kind regards,
Customer Support Team
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
Hi David,
Thank you for your review. I am sorry to hear of your recent experience whilst using one of our car parks.
We have seen an increase in our car park use recently and unfortunately some drivers are choosing to park on double yellow lines instead of occupying a space a little further back.
I understand how uncomfortable it will have been once you reached the airport however, all of our car parks are marketed as facilities that do not have a shuttle bus.
I hope any future travels through our campus will happen on a more positive note.
Kind regards,
Customer Support Team
“The car parking has become a joke since they've split it up into mid stay and long stay! Firstly there's NO bus transfer so the walk in the rain, when it's pitch black and pot holes everywhere is atrocious! Traveller's pay good money for this facility and get substandard service! The road surface is very poor condition, there are bollards everywhere which are meant to be footpaths, and as for the entrance and exit barriers!! Fine if you drive a Mini, but they are such a tight turn to get in and out of, it's impossible with a bigger vehicle NOT to bump or mount the kerb!”
Hi,
Thank you for your review.
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.
The mid 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.
We are actively working on a project that will improve the walking route, we understand that this requires improvement, and we appreciate your patience with us during this time.
I am sorry to hear you have been facing difficulties whilst entering and exiting the car park via the barriers. I can confirm the size of our entry and exit barrier lanes are standard.
Kind regards,
Customer Support Team
“Terrible experience!! I made a mistake on my booking and never noticed. I pressed 0 instead of 1 so my time ran out at 8 in the morning instead of 6 at night. The jobs worth behind the intercom was very unhelpful. £40 for 12 hours extra. Daylight robbery and should be ashamed of yourselves.”
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.
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
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
“Had to cancel trip last minute and did not use .Have emailed Edinburgh airport regarding a refund as that wa swithin the terms but noteven had th courtesy of a reply . Appalling customer servisce”
Thank you for your review.
We have not received any previous correspondence from your email address. 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
“Extremely disappointed with return priority fast track. Was told we had to wait in line with everyone else for passport control and were directed to front of terminal so we did not use fast track corridor. Had to go outside and walk up stairs.
Won’t be purchasing again!!!”
Hi,
Thanks for your review.
You only get access to the FastTrack Passport control lane if you book separately. Multi-Storey Car Parking comes with Fast Track Security but not on the return leg of your journey.
Kind regards,
Customer Support Team
“I booked my car into the car park in advance, however, there were no spaces left. Edinburgh Airport has continued to take bookings and payment although they were fully booked. This meant I had to park my car on the road in the car park and not in a space. I didn't feel comfortable doing this, as it left my car open to damage from passing vehicles. I am very disappointed with this and am requesting a refund.”
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.
As advised in our terms and conditions “In the unlikely event, you book a parking space with us online, and there are no spaces in the relevant car park when you arrive, we will either provide an equivalent or better space in another car park or a reduction in price for a car park further away.” Based on this, I am unable to offer a refund as you did park in the car park. Our car parks are manned 24/7 and have intercom buzzers on all of our entry and exit barrier where our car parking team would have assisted you on finding a space or an alternative parking option.
Kind regards,
Customer Support Team
“Very poor. Extremely full so we had to park a long way from the airport. No paths the walk on. Flooded in several areas. No sign posts to the airport. Shuttle bus not running. What are we paying for?”
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.
Our team are aware that during adverse weather puddles can form within the walking route. We are currently looking into the most suitable solution to rectify the issue.
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
“I did a prepay and when I went to exit the ticket said I had to pay £140. Thankfully the support operator was able to sort it out and allow me to exit. However it was an embarrassing event with cars stuck behind me.”
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
