Hello.
Thanks 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.
Kind regards,
Customer Support Team
Hello Peter,
Thanks 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.
Kind regards,
Customer Support Team
“Poorly marked out, grey, dark space - looks like a regional / ‘third world’ airport with first world charges. Multiple barriers on arrival to get tight multi-story parking.”
“It’s not that fast if you are in the queue to park. The staff were helpful sorting out an arrival problem as the return flight details weren’t recognised. However, the ‘workaround’ went wrong on arrival as my car wasn’t in situ. At 0100 with a 3.5 hour pending this was not welcomed. I would not call this service Fast Park”
Hello Michelle,
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
Kind regards,
Customer Support Team
“The parking was fine; the bus driver was really helpful to everyone. However, your booking system seemed to default to a very old car licence plate number. We have used Edinburgh airport parking in recent years using our current car so were suprised when your system used the old number. We changed to the new number on line but on exit we could not leave.
We phoned via the ticket machine and the operative did find us again via the old number. However, he was rude and talked over me as I was explaining what had happened.
I judge a company on its ability to respond where things go wrong. On this occaision, we received a poor response and this will be reflected in the score I give.
Also, I think you need better signage at the car park for EAP.”
Hello Dave,
Thanks 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 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
“Prepaid tickets invariably do not work. At the barrier I am often confronted with the barrier screen saying I owe a huge amount and then spend 10 mins on the intercom to be let out. Also, 1 of 3 lifts usually not working.”
Hello,
Thanks 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
“I paid a high price as I didn’t book early enough, but I also paid for fast track which was not provided on my ticket.
Being a motorbike, I had to press the buzzer and wait to be issued a ticket by the attendant. Fast track that I paid £7 extra for was not printed on it.
You need a better system for motorbikes.”
“On our arrival from the airport we found our petrol had been siphoned off and we were stranded just outside the parking. Fortunatly a kind gentleman helped us to get petrol in the area. very disappointed overall.”
Hello Martin,
Thank you for your review.
We are currently upgrading our roads as a continual improvment plan and appolgise for any inconvience caused by this. We hope this doesn't deter you from using our service in the future.
Kind regards,
Customer Support Team
“Even although I had booked and paid for a week in the Short Term car park, on my return the ticket that was issued did not work and I was asked to pay again, eventually after a 5 min wait I managed to contact you and they were able to correct the problem. This is the second time this has happened to me, not a great recommendation for parking with you.”
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
“Dropping car off was straight forward and have used this service before with no issues but on return the box it said had my key was empty and the woman in the office ignored the bell when the wife was pressing it, she had to jump up at window and shout in and eventually the computer gave us a different box number which you don't want at 230 in the morning.”
Thank you for your review,
I'm sorry to hear that you had issues when collecting your keys from the collection point however I'm pleased to hear that you were able to collect your keys.
Kind regards,
Customer Support Team
“We parked at Plane parking
Excellent service getting from car park to airport when we arrived
Quick efficient
Not the same when we arrived home
Bus should run every 12 minutes
We waited at least 45 minutes for the bus for the return journey to the car park and those in front of us waited longer
Very poor
Contact phone number for car park did not work
We are flying from Edinburgh in September and I will not be booking this car park again”
Hello,
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
Kind regards,
Customer Support Team
“We parked in the multi-storey. The approach signage is confusing with at least two cars in front of us doing U-turns in front of the first set of barriers. This set of barriers is dominated by 'No Entry - Buses Only' signs. However, we managed to get to the multi-storey which was fine.
More concerning was that on exit it took at least 30 minutes to exit the airport after leaving the multi-storey as all traffic appeared to be funneled into a single lane exit at Eastfield Road roundabout. The overal impression is that the airport road infrastructure is inadequate for the number of customers. Not impressed!”
Hello,
Thanks 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.
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
“Found the location of Plane Parking even MORE remote from terminal building now. Only 2 pick up/drop off points. Very difficult to find your car on return . Some kind of improved signage / coding on roadways needed. Bus design not suited to carriage of luggage and passengers.”
Hello,
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
“First time using Edinburgh Airport. Booked the Plane Car Park for 12days, returned on 23rd June, from France, unaware that an event was being held at Ingleston that day. When I got through the car park barrier was hit by an absolute traffic nightmare. Almost 30minutes before two police officers appeared to direct traffic. In total stuck for an hour. The Airport authorities should have been prepared for this....not a happy bunny, and will actually avoid flying from Edinburgh Airport and use Glasgow Airport in future.”
“It would be good if you monitored the flights if they have been delayed like mine did. I had to pay for getting out of the carpark again at the last barrier.”
“Location great.
Shuttle Bus frequent service and short journey time.
Booking on line my car registration number wasn't recognised. On picking up the car after our trip this resulted in me being informed we owed £80 at the barrier despite having pre paid. Quickly resolved but this has happened before. Needs resolved.”
Thank you for your review,
I'm pleased to hear that you were happy with the location of the car park and the shuttle bus service.
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
