“Terrible experience. We broke down and when I phoned the parking to see if I could get a refund, even some of the money back (bearing in mind I paid £70 and it wasn't like the reasoning for cancelling could have been helped these things happen) but I didn't so much as get an apology to say why they couldn't refund me. Even a voucher I would have been happy with. I am very dissapointed with the way I was treated and do not recommend anyone uses this service as they were incredibly rude.”
“I've phoned your number several times regarding parking that has not been refunded.
I'd appreciate if someone could contact me ASAP to resolve.
Direct no. 0131 469 4631
Many thanks”
“2x visits within a 24 hour period. The 1st was prepaid 4 days terminal parking. On trying to leave the car park ANPR didn't work so I emptied my case to find my ticket. Inserted my ticket at the barrier and it asked for £150, had to reverse back to pay machine to verify it didn't need authorised but still asked for payment. Buzzed for help and was told to drive to barrier again and retry but still asked for payment, when I buzzed the barrier I was then asked for booking numbers etc. The entire exercise took me nearly half an hour exactly what I didn't want when I paid premium for ground / terminal parking. Also when the barrier spat my card out it did so with such force I had to chase it down the car park!
Visit 2 the following day to pick up my daughter. I followed the pickup zone signs to collect my daughter. I was in the at for less than 2x minutes and was gobsmacked to be asked for £3.50 not £1? I complained and was told there was two pickup zones and I must have went in to the £3.50 one and there was signage. I did not see any such signage despite stopping many times to study the multitude of warning and informational signs. I have to say the signage is very confusing, some might say deliberately misleading! £3.50 for picking someone up?!! Complete nonsense and exploitation of the highest order. Changed my mind on using what is otherwise a reasonable airport, the parking is the worst and most expensive that I have encountered.”
“Having used the carpark for many years, the pricing structure for an extended stay is totally unacceptable. For one day extra on a 14 day booking, the charge was almost 60 percent even thought the change was before the arrival at the terminal. The facilities within the carpark are also unacceptable. After years of price increases, including drop off fees, the toilets are amongst the worst I have ever seen in an airport. The availability of trollies t get cases from/to cars are also a joke. WHAT ARE WE PAYING PREMIUM FEES FOR??”
“Three times at least we have bought pre paid parking, every time when we insert our ticket into the machine at the barrier ,a screen message appear advising that we owe £120- 200 in parking fees.
We then have to speak to the operator and quote our pre paid booking reference number to the parking operator who the raises the barrier and lets us out.
Initially we were very intimidated by this scenario and now we just accept it
.It is however very irritating for those who are impatiently queuing behind us”
“Roadworking at car park entrance meant buses were being loaded 5mins walk away. We were left waiting without information for 30mins at half one in the morning with 30 other passengers. Eventually we all took it upon ourselves to walk to where a bus was sitting. The staff were unhelpfull and thoroughly unpleasant. eventially a bus was seconded, we all just climbed aboard. Disgracefull way to treat people. some passengers were off a 5hr flight, an hour through control and baggage, then left standing half an hour outside waiting on a bus.”
“Arrived at barrier to be advised that I owed £405 - I had parked for 11 days and had 3 hours left! After some difficulty, (my fault) in contacting your base, I explained the problem. No apology followed. Instead I was asked in direct terms for a booking number and when I "lost it" and demanded to be released, the conversation was not too pleasant. I had no idea of the whereabouts of a piece of paper with a booking number. To cut a long story short I was released!
The points to be learned are (a) it must have been obvious to your man that there was a computer error (b) an immediate "sorry" and we will get you out could have been the response and (c) it should not be necessary for information on a form to be relayed to your staff as a condition of allowing a customer to escape but (d) if the form is necessary, please tell me where you say so!!!!! Most people will have thrown it away. By the way, I traced my form packed away in my luggage but how I am expected to find it at a barrier when tired from a long journey and with customers wanting out is beyond me.
I judge that if the ticket is not good enough you need to improve your software.
I have used you often in the past: it is unlikely that I will repeat it”
“I tried to contact you by email and phone as I needed to extend my Valet parking and phone rang out for 4 days in trying and no reply to my email , I had an infant with me and had to rebook which I did my ref number LY11NNN you will see by your records I have my car booked in twice and paid for and I will be looking for my money back on the Valet parking , I hope you have the decency to reply to this complaint
Paul.scotia@yahoo.com”
“I had a flight that was delayed by 4.5 hours which meant I didn't end up taking my flight( as I missed the wedding I was going to). I was parked in your car park for 1hr and was told that I would not get a refund. £100 per hour parking. I Have used you many times in the past but will not use you again. Absoluey terrible customer service on site.”
“I paid £14.50 for 1hr 20 min.. its an absolute rip off.. how are you supposed to get elderly family booked in and into security without any worries... (it took so long as baggage belt had broken and we had to move queues, just as we got to the front of ours..) its a disgrace there surely must be a cheaper system than this? taking money from people putting family onto a flight..”
“I bought my ticket online for the mid stay car park. I arrived within the stated arrival time and was departing within the stated departure time. When I put my ticket into the exit machine upon departure - it stated that I owed £130. I called assistance who wanted to know my reference number. This was on the ticket that I put into the machine! He kept saying he couldn't hear me. I banged my car door on a post trying to move closer to the machine. I still had a 3 hour journey ahead of me and it was 23.00 at night. A most unpleasant experience.”
“I have used secure car parks all over the country and found them to be easy and straight forward. However I arrived at Edinburgh Airport Long Stay car park after paying £61 for two weeks, it turned out to be the worse experience I have ever had at a secure car park. I arrived at 13:00hrs with my wife who is disabled, I found out it was Upto me to find a car space so I dropped the wife at a bus stop with the suitcases whilst I went to park my car, the car park was so full it took me approx 30 minutes to find a space, I even spoke to one of the bus drivers who said if you can't find a place just park on the kerb, but don't block the bus route. I didn't pay £61 for two weeks to park my car half on half off a kerb, luckily I eventually got a space. Surely if you have reserved and paid in advance to securely park your car they should have an area for such vehicles. I won't be using this car park again”
“My two daughters and I prepaid for our parking but when all three of us put our tickets in on leaving, a message appeared saying we were still due the full amount, it was only after speaking to a member of staff and giving him our booking number that we were allowed to leave. It was lucky my daughter had kept all the paper work or we could have been there long enough.”
“Very poor overall.
Prepaid some weeks ago but no parking space available on arrival. There were many other cars left in a similar situation that could not be parked in a recognised bay.
Quite clearly the parking had been oversold. Is this not a breach of contract ?
On return, when attempting to exit, I was then asked to pay £150. This is despite having prepaid some weeks ago !!”
