“Purchased Multi Storey parking months before trip. Arrived and car park full, didn’t recognise registration plate and called office. After delay was allowed but system didn’t recognise booking. Car park full and managed to get a space after trawling around for ages. On return went to exit and was told to pay £180. Contacted office and was eventually given permission to leave. Not the sort of hassle you expect for a premium service.”
Hi there,
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.
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. I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“I parked at Edinburgh fast park on 30th December 2023. There were no issues here, however on return on 6th January was where the issues began. Our flight was supposed to arrive at 22:20 and we got in about 22:30, I went to pick up my keys and they were not in the box. It turned out everyone who had come to collect their keys were in a similar position. Although I was the only one who had a wife and three children ages 6,4 and 10 months.
The attendant (after about 20 minutes of waiting and collecting the receipts) came out to explain that staff were off due to Covid and it wasn’t his fault. Long story short was our cars were not onsite and had to be defrosted and brought down. So after another hour of waiting we finally got our car. Fast park, but very slow collection. This was a shockingly bad experience given we had 3 young children wanting to get home after a 4 and a half hour flight. I am very disappointed with the service.”
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 see that you were unable to use the car park that you had booked. As per our terms and conditions if we are unable to accommodate you in the car park that you have booked we will find you a suitable alternative which I am glad the team were able to do for you.
Kind regards,
Customer Support Team
“For the second time in the last year I was stopped at the exit barrier and faced with a large charge (+£500) for apparently not paying for my parking. I booked the parking 5 months before my holiday. How can this happen??
Also I booked fast track passport control for our return but it was money wasted as all of the people on the same flight were through passport control before us due to the number of staff operating this service and the very slow rate of processing incoming passengers.”
Thank you for your review. Sorry to see that the ANPR system didn't register you when entering which resulted in you being presented with a charge on exit but I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Fastpark was most difficult and deposit ans collection only comppleted with help
from fellow users. I willl not use this option again and revert to multi park when available.”
“Awful experience. We followed the instructions, parked correctly, were in and out within the correct times. Despite pre booking (and of course paying) we were charged £305 on exit. Paid as we needed to get away, currently waiting to be refunded. Would not recommend to anyone.”
“Booked FastPark, where they park the car for you, but we struggled to find our car when we returned as their writing was illegible. Member staff was rude and argumentative - not what you want at 11pm after a full day of travel.”
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
“Had my car damaged (bumped and scratched)
Unfortunately I have no come back as I can’t claim because I left the car park before I noticed the damage will not use again.”
Thank you for your review. I'm sorry to hear that your vehicle was damaged in the car park. 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
“When my flight was brought forward 7 hours, trying to amend my parking was an absolute nightmare. I was advised to cancel and rebook, which would have cost me double my original price i paid. In the end i had to book an extra day to cover the 7 hours, very disappointed with the service and customer helpline. An additional £16.99 was the cost which was unacceptable due to no fault of my own.
I actually cut my holiday 4 days short, but no refund for this time.”
Hi there,
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
“My car has a tracking device installed so I saw my car running around the airport parkings number of times and it was also driven to the unsecured staff car park and left there overnight. I won’t use Fast Park again and won’t recommend it to anybody”
Thank you for your review,
Our drivers are required to move customers' vehicles from our FastPark carpark to our secure block parking area and then back again. Our secure parking area is located on the airport campus and is roughly 1.5miles away from our FastPark carpark.
Kind regards,
Customer Support Team
“I was unable to find out car park on my email named “refundable parking/surface parking” I ended up going into a different car park where I was greeted by a lady who didn’t give me much more advice, I ended up having to pay a £6 ticket for spending no more than two minutes in this car park and when I returned from my trip the gate for the car park I was in didn’t have any ANPR cameras that my email suggested so all I could do was put the ticket in that I got in the morning but it showed a £59 outstanding balance! I spoke with a gentleman on the intercom who was very helpful and lifted the gate for me, your car parks aren’t easy to understand and require more signposting. I have been to many airport car parks and never had an issues finding my car park before.”
Thank you for your review,
The parking option you selected before purchasing is shown on your booking confirmation including directions to the car park.
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.
I'm sorry to hear you had some issues when exiting the car park however I'm please that our team were able to assist you.
Kind regards,
Customer Support Team
“The open-air car parks at Edinburgh Airport have always been dreadful, but now that there is no shuttle bus from the Long Stay section, it is even worse - terrible value-for-money and a long, unsheltered, badly-lit walk to & from the terminal. Whoever is running it should be thoroughly ashamed of themselves.”
Thank you for your review,
The long stay shuttle bus was suspended in 2020 and the car park is an approximate 12 minute walk to the terminal. 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.
We are actively working on a project that will improve the long stay walking route, we understand that the walking route requires improvement, and we appreciate your patience with us during this time.
Kind regards,
Customer Support Team
“Was overcharged due to a delay when it clearly stated on my booking you could arrive 2 hours early and 6 hours later. Never again. Have email and I'm still awaiting a response. No one to contact no number service is shocking.”
Thank you for your review,
I can confirm that we have received no correspondence from your details. 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,
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
“We prepaid for our parking.
When we went to the barrier, the ticket machine said we owed £170.
It took 15 minutes to rectify the situation. The parking assistant couldn’t find any records to show that we’d paid.
What is the point of prepaying for parking?
This is the second time this has happened.”
Thank you for your review. It sounds like our ANPR system hasn't registered your vehicle correctly when entering which has resulted in you being presented with a charge for the non-booked rate. I am glad however that you managed to speak to someone at the time to get it sorted.
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. This doesn't happen often but when it does, I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
