“Very poor service.
Return flight delayed by 6 hours , so contacted cust. support and got an email from your Mellisa assuring me my exit was extended by 6 hours.
Tried to exit , but refused and had to go through it all again over intercom .
Really annoying after a tiring day .
Poor stuff !!”
Thank you for your review. I can see from your correspondence that you received you were not advised that your booking had been extended however you were advised that our grace period was 6 hours at the end of your booking. If you overstay outwith this time then you would be subject to an overstay fee at the relevant fee.
Kind regards,
Customer Support Team
“Despite booking correctly online the machine saud I owed £120 when I went to exit. I had to call for help and it was confirmed as a machine error. Not good at all.”
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
“It was ok but my easyjet return flight EZY3210 booking K7D9156 got delayed 6 hours so I had to pay £150 above the prepaid £40.
And I didnt even get a receipt, which i need to claim to easyjet.
I need a receipt for my the extra paid beyond my booking 295EAORN1.”
Thank you for your review,
If you believe you have been charged in error please fill in the below form and we can look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
“It's a big space with spaces, so does that well. However, without fail, anytime I leave the barrier will prevent me; stating there is an outstanding amount (spoilers: there isn't!). I press the button and some boyo will tell me the system doesn't recognise my registration plate or concisely just go, "Aye" and let me out. I think the last thing people want is to be delayed further after air travel ("oh poor me! I was prevented by 30 seconds to get my destination after enjoying the great privilege of travel").
Fix your system, please, and I'll give you FIVE STARS *****”
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
“Pre-booked parking. Arrived to find that parking area closed off for repair works, no directions where to go. Saw a worker who told me to go to short term parking and thankfully gave me directions. Checked through entrance barrier intercom this was ok. Short term car park was full and after ages driving around without success exited and started to look elsewhere. Saw a sign for additional parking. Tried there and eventually found a space. Was very glad I had arrived in plenty of time for my flight. When leaving I put my ticket in and was told I had to pay £120! Waited a while for intercom to work and eventually barrier was opened. Airport Parking must have known when I booked that the car park would be closed for works but did not inform those booked to park that day. It made the process stressful and after a flight delay the thought of being charged a further £120 made it worse. Poor customer journey and service.”
Hello Susan,
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.
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,
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
“Booked and paid for 2 days. Entered and left car park within 36 hours.
On presenting ticket to machine on exiting car park I was asked to pay £120.
Quickly sorted out by the "help desk" but should not have been necessary.”
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
“My first time flying and the all experience was shockingly bad. I paid more money for parking than I did for my tickets flying I lost count of how much time I spend trying to find a place to park no wonder you can enter 2 hours early. I even struggled to drive around the area as people had given up trying to park so they parked on verges and next to kwrbs restricting all around .”
Thank you for your review,
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.
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
“Drop off was excellent met by friendly staff. Who helped guide through the process then a simple 30 second walk to the terminal. Collection was a nightmare. Key collection machines not working due to a door being open on one of the other machines. Barrier would not lift to allow car out of car park, no staff answering the service button at the barrier. My partner left the vehicle to find staff, but no staff present, barrier was only opened manually by a staff member once a traffic jam of about 5/6 cars trying to leave the car park built up. Upon leaving the fast park car park could not then leave the main car park was barrier would not lift for myself and numerous other drivers.”
Thank you for your review. We are aware that if a door is not closed fully on the key return system then this can cause issues for other returning customers. We are working on a solution for this with the relevant teams and are hoping to have a fix in place for this soon. I am sorry for any inconvenience this may have caused and I hope any future visits go smoother for you.
Kind regards,
Customer Support Team
“Arrived back to find my car jammed into a tight space and difficult to enter the car door. Having arrvied back at 1:00 AM in the morning I couldn't really check the car over for damage. However, the next day I found a deep scratch in the near side front bumper and some lighter scratches at the near side rear of the car. Extremely disappointed.”
Hello David,
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
“Nightmare. Barrier didn't recognise my reg. Man on the phone didn't either. So he issued me a ticket anyway, but I figured it was a new order so panicked and left again, I went back out, tried 3 other car parks. Same problem. Back to original car park and barrier wasn't working at all! Bit of a faff.”
“The last time I used this was pre scamdemic 2019, now the car park is in a totally different place, only 2 bus stops within it, and the drop off point at the airport is now much further away requiring a fairly long walk to the terminal which is annoying with heavy luggage without wheels. Thankfully the barrier went up ok on the way out which it never did before. Bus drivers were all good though, very friendly and not in a rush to leave people behind!”
“I found the fast park was a con. It takes longer than if parking in the multi storey. Returning you have to walk through the multi story park to get to the fast park. The tarmac is very uneven making moving a heavy suitcase over it very difficult especially when your car is at the far side from the entrance. However there was a very helpful young man who kindly offered to get my car for me.”
“Alright. Overbooked as usual so people parking like muppets in the roadways.
Its parking whats to review? Everyone so desperate for praise these days. Love me love me.”
“Parked at plane parking as usual however waited very long for bus(only one on duty)- will not park hete again! The driver tried his best and was very helpful but lots of people waiting for bus. Edinburgh airport needs to vastly improve its services (including the border force and baggage pick up) if we as a country want to attract visitors / tourists and make a good impression so the return!!!”
“Please note long stay parking at Edinburgh has no buses. You will have to walk with all your luggage 15 minutes to the terminal down along a winding path past trams, taxis etc. Like the airport terminal that sell any changes have made the entire passenger experience far worse than it was”
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
“Normally ok but this time I booked mid stay but when I arrived, the entrance was blocked off so was causing a bit of carnage with people turning round in road. Got to the long stay and it was ok to park there but was very full (I assume because me and other mid stayers couldn’t park in the other one). On the exit it took a few minutes to explain the issue again and get the barrier released.”
Thank you for your review. Unfortunately due to urgent maintenance requirements we had to close our Mid-Stay car park with little notice. I am glad that you still managed to find a space in an alternative car park and I am sorry for any inconvenience this may have caused you.
Kind regards,
Customer Support Team
“It worked fine but there where literally no open spaces. I parked "wild" on the side of the street.
To drive in was easy. The system didn't work on the way out. Maybe because I was a day early
What would happen if there is no space as booked?”
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.
If you enter a day early our ANPR system will not reigter you upon entry or link you to your booking.
Kind regards,
Customer Support Team
“I found thr entering of the carpark very easy, I was disappointed by the lack of disabled spaces near to the enterance, and then when I found the disabled spaces, how few there were.
My ultimate issue started when I tried to leave. The way I attempted to exit through the midstay carpark was blocked off due to roadworks and we were redirected through the longstay carpark.
When I reached the ticket machines it stated that I was in the wrong carpark (obviously) and so I pressed the "assistance' button.
I waited an exceedingly long time for someone to talk to me, eith cars piling behind honking at me for not moving. When the man did come through the speaker, his attitude was horrible.
He was flippant, sharp, and when he asked me what my licence plate was I said give me a minute it's a new car sorry, and he said in a rude tone 'do you want to call me back when you're actually ready'.
There was no need for such hostility for something that I couldn't have helped!
Have a chat with staff, make sure if one of the exits for the carpark is shut and that you know people will be exiting through a different exit, you have someone there ready to help them, and if they are... there is no need to be rude about it, especially when the situation doesn't warrant that.
Ultimately disappointed in your customer service and will not be returning”
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.
It seems 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.
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.
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
“There was no room to park the car!! Had to park on the side, like numerous other cars did. Price is fair but there’s a bit of a trip to the airport which we knew of.”
