The information on the Airport websites promise much and indicates that the "Long Stay Express is designed to be stress-free, secure and simple” (https://www.edinburghairport.com/about-us/passenger-commitments, https://www.edinburghairport.com/edinburgh-airport-parking/long-stay-express. This was not our experience. Firstly, there was only one bus and a long queue, with a wait of over 20 minutes. It was steadily getting much longer behind us! Then we were jammed onto the bus so tightly that we could hardly move, while the driver was ordering standing passengers to squeeze up tight throughout to allow even more people on board. There were children perched on a shelf behind our seat and suitcases everywhere as the racks were full. It was dangerous and I am sure breached more than a few safety rules. The driver gave no information about the various stops and, given the packing of the people on the bus, we could not see out to identify the appropriate stop for ourselves. Secondly, when we eventually reached the key reclaim, I complained to the young man behind the counter about our awful experience. He laughed! He asked no questions, made no attempt to understand, and treated me with rudeness and a total lack of concern. Next, when my husband and I returned to our car, it was parked straddling two spaces and far too close to the next car. (On our way back to the car, four couples, unprompted by me, said the they would “Never Again!” use this service.) Finally, still very annoyed by the laughing at my initial complaint and further incensed by the bad parking of my car, I returned to the Key Reclaim office to reinforce my complaint. This time, there was a better customer complaint response from another member of staff who explained that the general chaos of the evening was due to having only one bus and insufficient parking staff. Stress-free and simple!!! Quick and efficient!!!! Not for us and many on Saturday 27 October 2018.