“Hello, I paid for 2 days parking before heading to the airport. I managed to get an earlier flight home so left a day early from the car park but I was charged an additional £65 when I put my ticket in at the barrier - can youpease tell me how i get a refund on the £65?
thanks”
Thank you for your review,
If you believe you have been incorrectly charged, 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
“Edinburgh Airport carpark is a messy carpark especially fir an international airport, compared to places like airports in Australia. Multilevel carparks should be the norm. Considering rain, snow and ice conditions. Passengers should be undercover from parking to terminal. The fees to pick up and drop off alone should be able to assist with the cost.”
“I loved to park in the multistorey parking...I travelled knowing that my car will be protected from snow and hale BUT when I came back on a late flight when I was going out, inserted my ticket and guess what! The machine told me I had to pay £ 170.00 ( I was only two nights away by the way)...I recall all the comments I read before parking at the airport so I pressed the button and after giving all sort of details ( thank God I had printed my booking therefore I had the booking number handy) the machine/human voice did something that allowed me to leave...I was tired, it was cold and I had to have my window opened the whole time....NOT ACCEPTABLE”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“When we left it came up with £120 bill. The person took ages to find our booking, only finding it under our name as he could not find it either under the reg number and ref number. A bit stressful after travelling all day”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Driving out the ticket machine didn’t register that I had pre paid online so was asking for payment.. which was slightly worrying. But otherwise was great.”
Hi there,
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
“It all works fine - but the car park is full and the parking places tight if you have a large car. Have used it twice in the first month of 2024 - first time parked miles away and it's a bit of a schlep to the departure hall, second time a bit better but not much.”
Thank you for your review. In future if you do struggle to find a space in any of our car parks then press the intercom at any of the exit barriers and a member of the car parking team will be happy to assist with locating a space.
Kind regards,
Customer Support Team
“No signs, no staff to advise about directions. Someone directed me to long stay car park with my 1yo baby. Could have been avoided if there was any staff in arrivals.”
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
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
“We booked valet parking. On arrival we were told it was full. Sent to short stay which is further away than multi storey which would have been cheaper. I return we exited to find charge of over £300 on ticket. Thankfully the agent operating the helpline at the barrier sorted it to let us exit. Not ideal.”
Thank you for your review,
I'm sorry to hear that you were unable to enter FastPark and I understand the disappointment that will have been caused.
The day that you arrived was a particularly busy day for our FastPark team, and they experienced a large number of arrivals within a short space of time. Our team work to a schedule of arrivals, and we rely on customers arriving roughly at the time they have booked however, early or late arrivals can greatly impact our operation. Our team do their utmost to prevent disruption however, on this occasion due to the number of cars in FastPark approaching capacity, a decision was made to transfers customers to one of our alternative car parks that still had remaining capacity.
I would like to apologise for the inconvenience caused, and it's certainly not the way we want any of our customers to start a trip. As per our terms and conditions, if you are unable to use the car park that you have booked or unable to find a space, then we will provide a suitable alternative in a different car park.
Kind regards,
Customer Support Team
“I parked in the long stay and it’s good to see resurface works ongoing with proper designated pedestrian walkways so that’s positive compared to how poor it was
More directional signage would be good to direct to walkways”
Hi there,
Thank you for your review.
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
“first time using the valet parking service. staff very helpful in walking through the process. on departure it was all fairly easy and very short walk to the departure point. on return not quite as easy as its a fair walk to the parking facility and then to be honest my car was parked as far away as it could have in area A. hardly what you would call true valet service where the car is brought to you.”
Thank you for your review,
I'm pleased to hear that you were happy with the parking process when departing. FastPark is one of our closest facilities located across from the terminal building however I'm sorry to hear that you were not happy with the space that your car was returned to.
Kind regards,
Customer Support Team
“Initially barrier camera did not recognise my registration plate and as cars were queued behind me I had to press for a ticket which resulted in me paying £6 on top of the £44 I had prepaid for the booking.”
Thank you for your review,
It sounds like you have been charged in error, 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
“Parked in multi storey. Booking still tried to sell me fast pass despite it being automatically added. Very easy access and good value for money but every time i park here, when exiting, the ticket machine doesn't recognise i've prepaid, tells me i have to pay £310 to exit, i have to call help button for them to lift barrier and confirm i've pre paid. Very frustrating”
Thank you for your review,
The option to add on additional FastTrack passes is for customer who require more than 5 (which is the amount included in the booking).
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
“I have used airport parking before and have never had any trouble. However, when I parked in the surface car park in December, I spent a lot of time circling round trying to find a space, despite the signs outside of the parking area stating that there were spaces. Unfortunately, I wasn't the only car circling to find a space. Eventually, in the 2nd overflow car park, I found a spot (not a space) between two cars that were parked on the side - luckily I have a Mini so I managed to fit. I spent a lot of my time away worried that I'd get back from my late flight and find my car had been towed away. I feel for the amount of money I'd paid, that there should be a space available to park when it's been pre-booked.”
Hi there,
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
“Everything is fine right up until I have to leave and car not picked up on booking. I then have to wait at barrier whilst it is sorted. This now happens pretty much everytime I park here”
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
“I use the multi storey car park a lot and have always had a great experience. However on this occasion the experience was not to the same standard I bought a day ticket on line as I was picking up family who had travelled from South Africa via Doha and wanted plenty of time to load bags etc. On exiting the car park the gate didn't rise and the screen showed I was due to pay £20. On contacting the operator the matter was resolved. Surely there is a flaw in the system?”
Thank you for your review. It sounds like the ANPR system hasn't read your registration when entering however I am glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“When I booked I accidentally entered the date of 15th Jan when it should have been the 10th Jan.
What this meant was I had to pay another £125 for the extra 5 days after paying £95 for the 15th to 1st feb (17 days).
There was no option available to correct my error and hence had to pay more for 5 days compared to what I paid for 17 days.
The parking experience was good and efficient it was just the extra payment needed (granted due to my initial error) soured the experience.
Is there a way to correct this so that I am refunded the extra amount as I am sure had I booked the 10th Jan to 1st Feb the total cost would not have been 125+95=220.
Your advice would be appreciated.
Stewart Brockett”
Thank you for your review. It is each customers responsibility to ensure that they have booked the correct duration for their booking. Any time spent in the car park outwith your booking is charged at the non-booked rate.
Kind regards,
Customer Support Team
“I haven’t ever paid for a long stay car park before but for a week the price seemed reasonable until our flight was delayed a day and we were stung with a £50 late charge including a day rate. After a lot of drama travelling including delayed baggage and all sorts, to be stung £50 for 7hrs of unpaid parking was a kick in the balls. Maybe this normal in airports, but seemed madness. The car park was practically empty too so it wasn’t as if there were in demand.”
Thank you for your review. As is set out in our terms and conditions if you do overstay your booking outwith the grace period, then you would be charged an overstay fee which is charged at the non-booked rate.
Kind regards,
Customer Support Team
Thank you for your review,
I’m sorry to hear you found our wayfinding unhelpful. 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
“Location is perfect and there were spaces available without around searching. Only complaint was the barrier wouldn't open when trying to exit as it stated I owed £150 despite booking and paying online. The mobile worker couldn't help and said we had to press for help and wait. By thus stage there was a queue. It took us around 15 minutes to exit.”
Hi there,
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
