“Stay here regularly for work. All works well until you have an unexpected delay to your return flight as I did on this occasion. No easy way to contact the airport to extend the booking. Stayed a day beyond the booking and had to pay an eye watering £70 extra. What a way to treat regular customers!”
Thank you for your review. As is set out in our confirmation e-mails and FAQs section of our website, if you need to extend your booking then you should make a new booking that starts when your current one ends otherwise you will be subject to an overstay fee which is charged at the non-booked rate for the car park that you are in.
Kind regards,
Customer Support Team
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
“I booked online and in advance in the Medium Stay car park at EDI.
I was promised number plate recognition and was surprised that my NP was not printed on the ticket.
I arrived and departed well within my allocated times.
On departure, I inserted card in the machine to be met with a demand for £100.
I pressed the intercom, explained and was asked if my card was in the machine-yes.
Barrier simply went up with no explanation of apology.
This is not good enough from a courtesy of tech point of view in the 21st century.”
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 and I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Unlike other UK airports, Edinburgh airport requires you to take a paper ticket even when you’ve pre-booked online. Other airports use car reg recognition to automatically raise the car park barriers. I didn’t realise this and when I asked for help from a member of staff I was treated with scorn and spoken to in a sarcastic manor.
In future I shall use alternative parking not provided by the airport.”
Thank you for your review. All information regarding entry and exit to the car parks is provided in your confirmation e-mail. We are currently working on a solution that will see us phase out the use of entry/exit tickets and we will issue an update on this on our website when this is available.
Kind regards,
Customer Support Team
“Arrived home a day late as we were caught up in the torrential rain in Barcelona, Spain which resulted in flight delays and cancellations and had to stay overnight again in Barcelona as a result. On our return I was greeted with a £25 excess charge just to rub salt in the wounds. On the confirmation voucher we received when we booked there were NO CONTACT DETAILS so I could have advised of the situation which was very poor. To top it off it took about 15 minutes to get out of the car park as the barrier would not raise and had to call for assistance to be let out. Will be flying from Glasgow in future!”
Thank you for your review. As is set out in your confirmation e-mail if you need to extend your booking then you can contact the FastPark team directly and they will be able to update your booking for you however, you would still be subject to an overstay fee. If you reach out to your airline directly they may be able to reimburse you for the additional fee.
Kind regards,
Customer Support Team
“We dropped off our car and on checkin we selected disabled, on return the car was more than half way up the car park, not in one of the disabled bay at the begining of the car park.”
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.
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
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 and I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“The signage to the multi story car park needs to be improved. The cost has doubled since I was last there to a ridiculous level. Parking fine. Fastpath a bonus. Would like to include fastpath back on the ticket as well.”
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
“I regularly use this car park and generally find it good. However, I made a mistake entering my exit time as 7 a.m. instead of 7 p.m. I ended up leaving the car park last night, only to be charged an additional £15 on top of the £43 I’d already paid for parking from 4 a.m. Monday through what I intended to be 7 p.m. Tuesday. While I understand the error was mine, the additional charge feels a bit harsh. So make sure you dont get your times wrong!”
Thank you for your review. We would always encourage customers to review their e-mail confirmation to ensure that they have booked the duration that they require for their parking otherwise, you will be charged an overstay fee for the car park that you are in.
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
“Advance booked Edinburgh Airport car park on-line twice this year, and on both occasions payment was also subsequently requested on exit. Though resolved on each occasion when contacting staff through intercom system by quoting booking reference and car registration, nevertheless delays the process of exiting.”
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 and 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 booked parking at the Long Stay Car Park online several days before my trip to the airport however I did not receive a booking confirmation by email, which resulted in panic before I left home because I could not be sure that I would not have any issues, despite seeing the charge on my bank statement. I tried to call to get a confirmation but that was impossible mainly due to the automated answering system being difficult to navigate and then, when I got to the right place, I was informed that the "office hours" meant that it was only available until 2pm. Moreover, despite the website saying that there was a voicemail service for leaving a message, this was not the case and my call was abruptly ended after spending a lot of time getting to that stage of the automated service. I also tried to send an email so that I could get a confirmation and ressurance of my booking (in that I was not going to be charged extra) ahead of my return from my trip 48 hours later. I was disappointed to receive an automated response from the Zendesk ticketing system to say that the aim is to respond "within 8 working days", which was not going to meet my needs. Thankfully, there was no issue when I returned to my car and exited the car park, but it was very frustrating to not be able to get confirmation of my booking. I usually use the Secure Airpark service outside of the airport and get the shuttle bus, which always works fine but I chose the airport car park this time for a change and for a bit more control of my time upon return to Edinburgh. I think I will stick with what I know next time!”
Thank you for your review. I’m sorry to hear about the difficulties you experienced with your booking confirmation and our customer support. It's understandable that not receiving confirmation can lead to unnecessary stress before your trip. We are currently reviewing our automated systems and communication processes to ensure they are more user-friendly. Your feedback is invaluable, and we'll work on improving this for future customers. We’re glad to hear there were no issues when you returned, and we hope to have the opportunity to serve you again in the future.
Kind regards,
Customer Support Team
“On return for my car it was so far away I would have been cheaper and it would of been nearer the airport entrance also I still had to pay an extra ticket fee of £6 on leaving the car park.
Won't use this fast park again”
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
“I wanted to share my recent experiences with your Long Stay Parking service, as I've encountered significant issues on multiple occasions this year.
On two separate trips, I faced complications when attempting to exit the parking. The first instance involved the machine prompting me to pay around £500, indicating that my booking hadn’t been registered correctly. Fortunately, I was able to resolve this after using the intercom.
During my most recent visit, the machine couldn’t read my ticket, which again required intercom assistance. This time, the staff member initially struggled to locate my registration in the system, resulting in a delay of about five minutes.
These issues are a stark contrast to the smooth service I previously experienced, and I use this parking facility frequently. The recent complications have made me reconsider the reliability of this service. I would appreciate it if steps could be taken to prevent such occurrences in the future.”
“Complete profiteering. £110 for 6 days parking? Unfortunately I had no choice as a last minute business trip came up. I guess EDI likes to prey on small businesses.
The ticket barrier is extremely irritating too. Why do I need a paper ticket when I have an online reservation and you have ANPR cameras? To make it even more irritating, on the way out the machine won't open the barrier until you take the ticket back. What am I supposed to do with an expired paper ticket? Why do I even need the paper ticket when I have an online VAT receipt anyway?”
“The parking was fine. However having pre-paid, at the barrier I was asked to pay £175.00.
This was sorted out for me when I asked for assistance but there's clearly an error in the
system!”
“Admission was a shambles but helpfully staff at check in post helped. Tried to charge me an extra £6 to depart which was wrong, took ages for someone to answer phone from barrier”
