“Everything is fine right up until I have to leave and car not picked up on booking. I then have to wait at barrier whilst it is sorted. This now happens pretty much everytime I park here”
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. I understand the frustration that it causes however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“I use the multi storey car park a lot and have always had a great experience. However on this occasion the experience was not to the same standard I bought a day ticket on line as I was picking up family who had travelled from South Africa via Doha and wanted plenty of time to load bags etc. On exiting the car park the gate didn't rise and the screen showed I was due to pay £20. On contacting the operator the matter was resolved. Surely there is a flaw in the system?”
Thank you for your review. It sounds like the ANPR system hasn't read your registration when entering however I am glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“When I booked I accidentally entered the date of 15th Jan when it should have been the 10th Jan.
What this meant was I had to pay another £125 for the extra 5 days after paying £95 for the 15th to 1st feb (17 days).
There was no option available to correct my error and hence had to pay more for 5 days compared to what I paid for 17 days.
The parking experience was good and efficient it was just the extra payment needed (granted due to my initial error) soured the experience.
Is there a way to correct this so that I am refunded the extra amount as I am sure had I booked the 10th Jan to 1st Feb the total cost would not have been 125+95=220.
Your advice would be appreciated.
Stewart Brockett”
Thank you for your review. It is each customers responsibility to ensure that they have booked the correct duration for their booking. Any time spent in the car park outwith your booking is charged at the non-booked rate.
Kind regards,
Customer Support Team
“I haven’t ever paid for a long stay car park before but for a week the price seemed reasonable until our flight was delayed a day and we were stung with a £50 late charge including a day rate. After a lot of drama travelling including delayed baggage and all sorts, to be stung £50 for 7hrs of unpaid parking was a kick in the balls. Maybe this normal in airports, but seemed madness. The car park was practically empty too so it wasn’t as if there were in demand.”
Thank you for your review. As is set out in our terms and conditions if you do overstay your booking outwith the grace period, then you would be charged an overstay fee which is charged at the non-booked rate.
Kind regards,
Customer Support Team
Thank you for your review,
I’m sorry to hear you found our wayfinding unhelpful. 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
“Location is perfect and there were spaces available without around searching. Only complaint was the barrier wouldn't open when trying to exit as it stated I owed £150 despite booking and paying online. The mobile worker couldn't help and said we had to press for help and wait. By thus stage there was a queue. It took us around 15 minutes to exit.”
Hi there,
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
“Good parking, but the instructions to enter are not good enough, took a long time to figure out where the entrance was. There are some cryptic singns, however, they do not specify clearly enough to which parking space you enter and there is no option to turn around if you make a mistake.”
Hi there,
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
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“It was handy for the Airport, but was not impressed when i was leaving that you wanted to charge me £175 or thereabouts when i had prepaid and had my ticket to get out.
Just aswell their was not a big queue to get out as i needed to wait awhile for someone to answer the comms to clear this and let me out.”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“The long stay car park used to come with the benefit of a bus transfer. Several years ago, the transfer was axed but the price was never reduced. So you can now pay to park in a car park miles away from the terminal and walk through countless puddles, avoid countless potholes, and arrive freezing and soaked at the terminal. And then do it all over again to get back to your car. Reinstate the bus transfer or drop the price.”
Thank you for your review,
Our team are aware that during adverse weather puddles can form within the walking route. We are currently looking into the most suitable solution to rectify the issue. Please accept our apologises for any inconvenience caused.
Kind regards,
Customer Support Team
“I booked meet and greet parking to reduce the stress of travelling with young children (at an extra cost) however after a long transfer and flight we returned to find our car had not been brought back onto site and staff had to be contacted to bring it from the off site parking, the staff were very apologetic and tried hard to resolve the issue but it essentially defeated the point of using 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,
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.
I can confirm that our spaces are of standard industry size.
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
“Usually very good! Staff are nice and helpful! However last time had to wait for the car to be ready for an hour and half! There was minimal staff and all cars had to be defrosted!”
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
“Check in process was efficient, with staff members present. Checkout upon return not great at all. Machine to self-retrieve key was not working. No staff on hand for some 15minutes to help and no phone there or intercom to contact staff - huge oversight and ridiculous really. (apparently if someone doesn't close their key locker it knackers machine and there's no message on screen to alert to the issue and the need to check all the locker doors).”
Thank you for your review. I am sorry to hear that you had an issue when retrieving your keys. In future if you do encounter any problems then there is an office at FastPark which is staffed 24 hours 7 days a week with a buzzer to ring to attract the attention of a staff member who would be happy to assist with key retrieval.
Kind regards,
Customer Support Team
“Arrival and key retrieval were both straightforward. However when I got back to the car, the position of the seat and steering wheel had both been moved such that I could barely get in. It actually felt like it may have been done deliberately and was disappointing (never mind feeling a bit vulnerable as a lone female in a dark parking lot) to have to be finding the levers to adjust these in the dark, late at night.”
Thank you for your review,
I understand the frustration caused by the changes made to your seat and mirror positions, especially when we know it can take some time to get the adjustments just right. However, our drivers all vary in height and for their safety when operating your vehicle, they must alter the seat and mirror positions.
Kind regards,
Customer Support Team
“Valet parking worked well when parking and checking in but was shambolic when trying to retrieve my car.
2 hour wait , short staffed and at least 20 cars to be retrieved around midnight. I got away at 2am. Disappointing my car was running with window open for 85 mins before it was retrieved.”
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 had pre booked the multi storey car park but when we arrived we couldn’t get into the multi-storey and had to park elsewhere exposed to the elements and not as close to the terminal- all booked for that purpose.”
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 use your multi story car park every time I travel, booked well in advance I always have trouble entering and exiting the car park for some reason I'm not recognised with number plate recognition.”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Was not aware the shuttle bus was not in operation for long stay parking
If known would have booked the tarmac next to the terminal
Apart from that was all good.”
Thank you for your review,
Our 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.
Kind regards,
Customer Support Team
“Always use multi storey when flying from Edinburgh. Never had a problem before but unfortunately this time round, although I’d paid in advance, I was nearly charged £170 at barrier to get out of the airport. Luckily there was someone available to open barriers for me without charges being incurred.”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
