Until my return last night I would have given a higher rating but the conduct of one of your staff members (Lawrence) has led to my one star rating. I was delayed 24hrs due to my flight from London City on Sunday night being cancelled and there being no availability until Monday evening. On return into Edinburgh Airport I tried to exit the barrier and it showed I had to pay an additional £70. I called the buzzer and tried to explain the situation. The first member of staff told me I needed to pay it and hung up. I looked at the pay machine and it was asking for a card which I did not have. I then buzzed again and Lawrence answered. This led to an incredibly unpleasant encounter where his patronising and passive aggressive tone provided no empathy, understanding or helpfulness in resolving my situation. He asked how I expected to exit the car park and when I explained I had not anticipated my flight being cancelled and delayed 24hrs his suggestion was to call someone to come up to the airport with a card. When I explained I lived a distance away he offered no further options (I asked if there was a bank account I could transfer to and received no response). He was rude and I believe deliberately obtuse rather than helpful. He then also hung up on me. I called back and finally spoke to another gentleman (I think I'd spoken to him initially), who then advised there was contactless and tried to direct me to it. After I tried unsuccessfully to use this, it took for me to ask for someone to come out and help which he did (after making the point he was some distance away). It transpired the contactless feature on the barrier I was at was not working and your agent did at that point apologise. I had to move and finally was able to exit the car park. I sat at the barrier trying to resolve the situation in the region of 10 minutes. Lawrence is either in the wrong job, or needs serious help on his customer service skills. Why not say there was contactless in the first place rather than his default which would appear to be to angry, aggressive and to talk down to people and make an already upsetting and stressful experience even more difficult.