“The parking was not an issue for me - that went smoothly. However on my return there was a genuine mistake with my return date. I pressed the button to speak with someone. The attitude of the assistant was shocking - very poor, very disappointing and extremely frustrating dealing with that attitude after a flight.”
Hi Lynsay,
Thank you for your review.
I am happy to hear that your parking experience was a smooth one.
I’m sorry to hear a member of our staff was rude when you were travelling through recently.
We expect every visitor to Edinburgh to be treated with respect. This means our staff being professional, helpful and polite at all times. Please rest assured, your feedback is important to us and will be brought up to avoid situations as the one you described.
Kind regards
Customer Support Team
“Due to a significant flight arrival change, we tried to change the booking. Your system would not allow it. We then tried to make a new booking. Again, your system would not allow it. We were therefore forced to park elsewhere. Absolutely terrible system.”
Hi John,
Thank you for your review.
I can confirm our bookings are cancellable for a full refund up to 24 hours before they're due to start. If you have tried to amend your booking within that time, that would be the reason why the system did not allow it.
I can confirm our online booking engine has not presented any issues recently. If you experience any issues in the future, the Customer Support Team is happy to offer our support via the online Contact Us form on our website.
Kind regards
Customer Support Team
“Why do they reverse cars in here then don’t leave enough space to get luggage trolleys into the so called paths, if Edinburgh airport could find a difficult awkward way of doing something they will always take it”
Thank you for your review.
I’m sorry to hear that a trolley was left close to your car.
We have a trolley collection plan in place and our teams do attend all external areas to collect trolleys throughout the day. Unfortunately, its often the case that as soon as we collect our trolleys, more appear.
We would always hope that customers will leave trolleys in a designated bay and I’m sorry that this did not happen on this occasion.
Kind regards,
Customer Support Team
“It was difficult to find the correct parking. On-line everything looked easy, but not on the ground. No good signs to the car park. There are at least three long stay car parks, we didn't know which one we have booked, so had to drive from one to the other one. Once we finally found our car park there were no signs how to walk to the airport, fortunately there were other customers who already knew the way”
Thank you for your review.
I can confirm that we have 1 long stay car park and the directions can also be found on your booking confirmation.
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
“Pretty poor really. If you're going to take away the terminal bus then at least put in some decent signage to show the way to the terminal. And put in some pedestrian infrastructure, having to walk across poorly maintained tarmac that's shared with car traffic is not good enough for the price you're charging.”
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.
We recommend those who are driving a long vehicle book a space in our long stay car park and use two parking bays if required.
Kind regards,
Customer Support Team
Thank you for your review.
I can confirm our car park is manned 24/7 and if you had issues with finding the car park if you pressed the intercom someone from the car parking team would have been able to assist you.
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
“Very poor. My flight was delayed and my understanding was that you give six hours grace. My parking was booked for departure at 22.00 and my flight arrived 14.00. So I was shocked after trying to leave your car park at the gate you wanted to charge an extra £150. I spoke to your representative at the gate and thankfully was allowed to leave but this should not have happened, it is bad enough being delayed, tired and just wanting to get home. Another vehicle in front experienced the same and their flight was not delayed. Furthermore I have heard this happen before to others.”
Thank you for your review.
I am glad you managed to speak with one of our car parking representatives and they managed to sort this for you.
Kind regards,
Customer Support Team
Thank you for your review.
I'm sorry to hear that your flight was cancelled and understand the frustration that will have been caused. In line with our terms and conditions we're unable to refund any bookings that are made but not used. I would encourage you to contact your airline regarding the matter as they may be able to offer reimbursement.
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
“Couldn't believe there were no toilet facilities. Shocking.
Drop off / pick up points are way too far from terminal building.
Bus driver not particularly smiley/ happy. Barely acknowledged us.
Would not recommend this car park and will be using another one next time.”
Hi Gillian,
Thank you for your review.
I am sorry to hear of your recent experience whilst travelling through our campus.
I can confirm there are toilet facilities within the Terminal building, both airside as well as landside. For more information on their location, please see the link below where a map of the Terminal building will reflect the facilities:
https://www.edinburghairport.com/prepare/airport-maps
We are currently investing £1.6 million into redeveloping our paid pick-up and drop-off zone. The project will see a complete re-design of the facility that will provide a more modern and user-friendly experience, and as the project will finalise in time for summer 2023, the pick-up and drop-off zones will return to the ground level of the Multi-Storey car park.
Kind regards
Customer Support Team
“The terminal surface parking was great, usually use the multi-storey parking.
I down graded my review due to the following issue with Edinburgh airport
The airport security staff at Edinburgh airport on the morning of 02/04/2023 seem unaware of the correct procedures for passengers with medical devices to comply with the Civil Aviation Authority (CAA) guidelines.
The CAA guidelines detail that medical devices should not be removed and another search method to be offered.
As the first female officer did not know what to do with a passenger wearing an insulin pump and CGM sensor and asked her female supervisor for advice who then told me either to remove the medical devices and go through the scanner or wait for a room to become available for a search.
I challenged this and was told by the supervisor that this was CAA policy.
As I have flown in the last 12 months through Edinburgh, Glasgow, Heathrow, Gatwick, Zurich, Doha, JFK, Puckett, Innsbruck, & Turin airports which all did not require the medical device’s removal and was offered a hand pat down/ hand held metal detector to be used for checking that I complied with the security requirements due to the medical device I wear.
These security staff at Edinburgh airport were not adequately trained to ensure compliance with CAA guidelines and to help passengers.”
“Your attendant attempted to secure an additional £190 for the stay. He said initially upon my departure at the exit, that there was no record of my car being registered, even though it had obviously entered the parking. Then when I produced the Order number, he then magically found the registration. I imagine this is a standard practice, to rip people off where possible. Very poor show.”
Hi,
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.
You did the right thing in quoting your booking reference to the assistance team, I'm glad you managed to get it sorted at the time.
Kind regards
Customer Support Team
“Very inconsiderate and unkind cancellation policy. Due to a bereavement at 18 hours notice I had to cancel, that was an expensive loss. No need to be so callous.”
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
Thank you for your review.
When exiting the car park if you press the intercom someone from the car parking team will be able to assist you. Our car parks are manned 24/7.
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
“Car park far too busy on the surface side took
ages to get a space
On leaving machine did not recognise pre paid ticket and the push button to get to speak to someone was not working
Luckily not busy so managed to reverse and get help from another booth”
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
“Was easy enough to find and use but car was left with no problems and on return 3 warning lights on dashboard clearly happens whilst car had been moved on site but no explanation from them”
Hi Sharon,
Thank you for your review.
I am sorry to hear of your recent experience whilst using one of our car parking services.
It is my understanding that a member of the Assistance team will be in touch with you soon to look into this further.
Kind regards
Customer Support Team
