“Very unhappy , returned last night, after inserting our card at the final barrier it displayed that we had to pay a further £4, can’t understand why as our flight was 20 mins early and got threw passport control within 15 mins, tried calling from the barrier but no 1 answered, had to pay the extra £4”
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
“Very poor service. For the fourth time now, the entrance machines failed to recognise my car and I was forced to pay £110 for a stay I had already paid for. This happened before, the machines were then fixed and working again and now have reverted back to being broken.”
Thank you for your review.
I can see that one of customer support agents have replied to your feedback request and are resolving the issue that you experienced.
Kind regards,
Customer Support Team
Thank you for your review.
As advised within the confirmation email and our terms and conditions, if you overstay your booking and are outwith the grace period you will be charged the non pre booked fee which is displayed within the car park and on our website.
Kind Regards,
Customer Support Team
“Paid in advance for my parking, and at the barrier the machine demanded £150 for my 3 day stay....shocked to say the least, luckily the guy in the control room sorted it out. Not impresses”
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
“Did not realise parking in long stay car park was so far away from the airport not good if you have mobility issues .And the majority of studs that are keeping the speed bumps down are sticking up
One unhappy customer”
Thank you for you 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
“Booked 3 months in advance. A few days before had to change car. All went well online, checked booking and updated registration had been saved.
When leaving the car park and inserted out ticked it told us we had £360 to pay!”
Thank you for your review.
I can confirm we have had some issues with our ANPR system however, I can confirm this has been rectified.
Kind regards,
Customer Support Team
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 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
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
“The storm of 30th December 2022 revealed that Edinburgh Airport is utterly unprepared for not-even-that extreme flooding events or rain. The shuttle bus that used to run from Long Stay was cancelled due to Covid but hasn't returned I presume because why bother paying an extra salary or two to run it when punters can just walk through badly lit, badly maintained, badly signposted roads and in our case through floodwaters that smelled like they were contaminated with, if not actual sewage, at least something disturbingly organic (farewell to my wife's shoes. Straight in the bin with them).
The flooding also affected airport operations. The Airport saw fit to store all of their terminal transport buses in the area most badly affected resulting in a day of delayed flights and diversions. We ended up diverted almost 100km as a result of these delays (resulting in additional carbon emissions from the flight and around 3 hours extra driving for our pickup driver).
While Edinburgh Airport is relatively safe from sea level rise compared to other Scottish airports (See Common Weal, Final Flights, August 2022) it's clear that it is still vulnerable to extremes of weather and must now urgently and immediately invest in making itself more resilient to these events (flying has helped cause them after all). My hopes for this are slim though. If they won't invest in a bus driver from the parking to the terminal, why would they spend money keeping their operations safe and dry until the day that it starts costing them more by not investing?
I guess the only positive I can offer is that the automatic gates worked, though I'd warn folk that the layout of the Long Stay has recently been changed (to cram in more cars?) but many of the signs have not been updated. We got lost on leaving after an "exit" sign led us straight into a "No Entry".”
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. Please accept our apologises for any inconvenience caused.
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
“Long-stay car park review: Despite having a time-based space booked, the car park was over-capacity, with vehicles parked on splitter islands and circulatory roads. There is currently no shuttle bus running for some reason (cost-saving I suspect), and the pedestrian route was long and very badly signed, and involved weaving in and out parked cars - I saw several people getting confused and lost. Overall, it's complete disgrace for a busy international airport - and I certainly won't be parking here again until addressed, and I'd advise others to avoid it too.”
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.
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
“Terribly poor service. Staff unhelpful and a hindrance when checking in. There was no clarification of booking to ensure everything was correct.
When I went to collect my car, I found out my booking was a day over. When I booked, I completed the details of my flight at origin rather than destination. Spoke with staff at collections about the additional charge for one day which amounted to half the original booking. Although the staff member was nice, all she could quate was 'rules are rules'. I will definitely not use this company again. Extenuating circumstances, etc don't exist in their ethos.”
“When we arrived there were zero spaces and lots of people looking for spots. Given that we pre booked I would have expected to have sufficient spaces for all pre paying customers. The direction signs to free spaces were directing everyone to full parking areas.”
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
“Staff unfriendly and unhelpful. Customer service poor. My car had an unfortunate puncture on the way to the airport. Unfortunately, to get a refund, i had to know that i would get a puncture 24hrs in advance! I had 2 cars booked in so we all had to squeeze onto one car. Didn't get a refund, either full or partial. However, once my car was fixed, I didn't get to use my booking as their would a charge for late check-in. Had to get alternate arrangements to pick me up. Total money making scheme and will definitely not use again.”
Good Afternoon,
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
“Pre booked the Terminal Parking months ago. Arrived at correct time, but no spaces were free.
Went round and round for AGES. By then many other cars had joined the one way circle of doom.
Stress levels were high as we didn't know what to do. Eventually, spotted a passenger with a suitcase and stopped to ask where his car was. My husband had to get out of the car to go with him and 'guard' the only space to become available. Is this good service ?”
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
“Dear Sir/Madam
I used your multi storey parking for a trip to London (booking ref 8ZMSTHFUE) returning on Monday 1st January 2023. On returning to the top floor of the car park I placed my jacket on the seat in the foyer area beside the elevators as I loaded my luggage and put my 3 children into the car. I mistakenly left my jacket on the seat and when I returned the following day, I found that someone had emptied the contents of my pockets and stolen my jacket.
I believe if the car parking staff had regularly checked the area, then any lost property would have been handled appropriately and handed into luggage point in the main terminal.
As a result, I have lost an expensive jacket ad I can’t help but feel that this could have been avoided. I am deeply disappointed at this service or lack of it.
Regards
Paul Hughes”
“No shuttle bus and it was pouring down. Poor signage trying to find the exit on leaving. There are other long stay car parks near by which is also confusing.”
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 you found our signage 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
“Terrible would sum it up. We arrived nice and early only to be held up at the barrier with one of your staff trying to explain why the whole park was over booked. He then gave us a ticket for the multi storey and told us to park on the top flight, when I approached the barrier the machine wouldn’t accept our ticket by this time there was a row of unhappy cars behind while I tried to contact someone to open the barrier and let us in.
As we’re in our 60s now the reason we chose to park here was for the easy access to the terminal and the convenience even if it’s a little more expensive than elsewhere.
My daughter had the same problem but was asked for £360 payment on leaving the car park, luckily they managed to sort it out before leaving. So I will be thinking twice before using your car park in the future which is a shame as it is very convenient.”
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
