“On returning to Edinburgh Airport on a cold, wet January night, I was frustrated and annoyed to be unable to find my car.
The printed location of my car on my key was scribbled out and a new location written in. After roaming over the car park in an unsuccessful effort to find my car, I returned to the station where a very helpful member of staff pointed out that the actual location was handwritten in a green ink scrawl elsewhere on the ticket.
Unsatisfactory and unprofessional service with no response to my complaint.”
Thank you for your review.
It is my understanding that you have reached out to our customer support team and they are looking into this for you.
Kind regards,
Customer Support Team
Posted 2 years ago
Thank you for your review.
I can confirm you should have now received a response to your feedback, If you are unhappy with the response you have received please respond to the chain.
Kind Regards,
Customer Support Team
“Directions not as clear as expected, but parking on 1st floor no problem. However, having fully pre-paid for the week, was asked at exit barrier for further funds!! NOT necessary!!”
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.
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
“Unfortunately I find the wb=eb booking fiddly and non user friendly. I picked my arrival and exit time selected next only to find the return date was one day out went to previous page to alter return date went forward to book and select. When the booking came through on email the arrival time had changed to 13.00 not 10.00 as it was a non refundable booking there was now way to amend. Money lost very annoying”
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
“Drop off and pick up was easy but the car park was flooded on both departing and return journey. I was carrying a lot of baggage so couldn't cut through the cars so had to walk through huge puddles on the path and the road. No shuttle bus available.”
Thank you for your review.
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.
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
“The organisation and paperwork were fine and the extended 6 hours at the end were very useful under the circumstances.
It had been made clear that there would be no courtesy buses would be running so I can have an no complaint over that.
However when we did eventually get back from Innsbruck we faced an absolute downpour and by the time we got to the car we were absolutely soaked and frozen. It then took some time to clear the car windows while we sat in puddles in the car seats. Perhaps you could explain the reasoning behind your 'no courtesy bus'
decision.
I am just glad we were not on the Tenerife flight.”
Thank toy for your review.
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.
Please accept our apologises for any inconvenience caused.
Kind regards,
Customer Support Team
“Mid-stay parking entrance and exit have tight bends. With a long car you have to be very careful not to hit the cones or clip the kerb. Although I pre- booked, when I exited the machine said I had to pay £90. I has to call through to the operator and was then released. System seems unreliable. I would use the long stay parking but there are no buses operating. This seems to be the case ar the Plane Parking as well. Who wants to walk 15 mins with suitcases? New job means I will be at the airport almost every week. I will look at other options if the buses are not coming back for long stay and Plane parking.”
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.
Our long stay shuttle bus was suspended in 2020 however it is my understanding that the shuttle bus from Plane Parking will return when this car park reopens later this year.
Kind regards,
Customer Support Team
Thank you for your review.
I am sorry to hear of your poor experience when exiting the car park. I am glad you managed to get a hold of one of our car parking representatives and they were able to assist you.
Kind regards,
Customer Support Team
“The reason for the 2 star rating is because the Terminal parking is advertised on the website as being a 2 min walk from the terminal. If you are parked at the very first space then that might be true. However that is going to be very unlikely, so even at 5am, expect to be parked a good 7 min walk away at least. The spaces are small, so cars are forced to park very close to each other, making it difficult to get back in your car - not to mention people dinging your doors. Thirdly, the cost - £30 for 12 hours seems excessive! Fourth, the parking lanes aren't marked well enough & given the shape of the car park, it's very disorientating when you try to find your car at night. Lastly, try to find where to go when you exit the terminal to find the car park is trickier than you think! I just used the multistorey as a point of reference.
I'll stick to the long stay & use the shuttle bus. Much more convenient, cheaper & with better parking spaces.”
“Would have been 5 stars had it not been full of errors.
We booked a cheaper option and then was given a free upgrade to terminal outside parking, which was really good. On arrival our booking was declined until we spoke with someone who let us in. On trying to exit after a very long flight, I put in the ticket to be told I owed £270 for 6 days parking! After speaking with someone I was let out of the car park at no additional cost.
In summary great parking, plenty of space to park and right next to terminal, what is not to like, except the admin errors”
Hi Derek,
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.
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
“Such a shame they have taken the bus away, we got soaking wet walking from the car to the terminal and had to drag our cases through puddles. Designated walkway wasn’t very well sign posted.
Come on Edinburgh airport either put the buses back on or construct a walkway which is covered.”
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 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
“Used long stay as on holiday with family including two young children. Car park almost full, so parked at furthest point away from terminal. Had to pay extra at drop off as can’t expect young children to walk in rain that distance to terminal at night in rain. Had to also pay extra at pick up to save children walking again on return journey in the middle of the night. Total inconvenience that there is no bus service from the long stay!! Took me 20 minutes to find my way out of the long stay car park as signage is inadequate when car park is full. Otherwise everything fine but would rethink using long stay in future.”
Good Afternoon,
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.
Kind regards,
Customer Support Team
“Your response to my initial review was pathetic. So what if the shuttle hasn't run since 2020 .. is that supposed to make this lack of a basic service ok! The walk from the far end of the car park through pot holes and large puddles took us 20 minutes. Signage was non existent so in tge dark it wasn't easy to find ghe start of the plastic bollards which marked the so called pedestrian route. Getting that far involved dodging traffic and parked cars. Lucky it had stopped raining otherwise we would have been soaked. Absolutely awful experience.”
Good Afternoon,
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.
Kind regards,
Customer Support Team
“The main problem I encountered was that there were no trolleys available in the arrival hall. I don't know who is responsible for this but as I had a lot of luggage and was travelling on my own, it was extremely inconvenient for me to somehow manage to get my luggage from the arrival hall to the car park. I don't know whether your parking team has any influence on this new policy of not providing trolleys but I would certainly be extremely hesitant to travel through Edinburgh Airport again in the light of this very bad experience.”
Good Afternoon,
Thank you for your review.
. Our trolleys are in constant rotation, which means once they have left the baggage reclaim area they must be collected by a member of staff, security checked and processed back into our arrival halls. This unfortunately takes time, and on this occasion has meant that our arrivals hall had no available trolleys.
Kind regards,
Customer Support Advisor
“Used fastpark a few times now with no issues until now. Picked car up as normal, and after exiting we quickly realised the fan wasn't working. Had a terrible journey home. Windows wouldnt clear making driving very difficult and it was freezing cold.
This was all working when we left as it was the morning of the extremely heavy rain and the fan was on the whole journey to keep windows clear and car warm as it was 4.30am.
All the settings had been changed the A/C was on although not working. We have had fuse changed but now waiting to put car into the garage as still not resolved. Put car in with no issues.”
“This is the fourth time parking here and every time when going to exit car park we have to contact office as doesn’t lift barrier and doesn’t recognise registration and that’s the last thing you need after coming off a flight”
Thank you for your review.
We have recently experienced some issues with our ANPR system however, we are working hard to get the issue resolved as soon as possible. Please accept my apologises for any inconvenience caused.
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.
Kind regards,
Customer Support Team
“Good morning I have used your parking facility 3 times in the last year. The problem I have had every time is on departure from the car I get to the barrier and I put my ticket in it asks me for full payment and I have already paid it in full months before.I then have to call the customer service to sort out the problem which causes a unhappy people behind me!”
Thank you for your review.
We have experienced some issues with our ANPR system recently. The team are working hard to get the issues rectified. Please accept my apologises for any inconvenience.
Kind Regards,
Customer Support Team
“We used the long stay car park for a week over New Year, coming back 3 Jan 2023. For some reason the usual shuttle bus was not running (though we were advised of this at time of booking). Biggest issue was that we could not find any signage on how to walk to the terminal. The car park is large, and we arrived in the dark during heavy rain. We got soaked walking along the boundary fence trying to find a way through. Once we finally found the route through the "mid stay" car park it was easy enough to follow, but drainage is poor and there were a number of large puddles that couldn't be avoided. The only info supplied on the booking is that there's a "temporary waking route ... at the North end of the car park". Returning was much simpler as we knew the route. Please put up some large signs.”
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
“Having been upgraded to the Long Stay car park I found the experience was one not to be repeated!
We arrived on a very wet morning. The shuttle bus was not running which meant we had to walk with luggage for a good 15 minutes in very heavy rain. At most junctions we had to wade through puddles at least 2 inches deep.
As stated earlier, not to be repeated.”
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.
Kind regards,
Customer Support Team
“Had to park my car awkwardly on a small raised area pavement as there was absolutely no Parking spots available, drove round for ages looking for one, there was also lots of cars parked on the double yellow lines as they too couldn’t find a parking spot! Pish Poor”
