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
“Be aware if you pre book & drive an Alfa Romeo ( with offset number plate ) the camera at barrier may not pick it up. So after pre paying £39.99 4:30am Friday to 8pm Saturday it tried to charge me £150:00 !”
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
“I had booked the multi story weeks in advance however the gate wouldn’t let me in and had to phone for assistance and when I left it wouldn’t let me out and was asking for £140 to get out. After phoning for assistance I eventually managed to get out but not as smooth as my experience in other airports.”
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
“All fine in Fastpark except the barrier wouldn't let me out so had to call someone. Then at the next barrier it tried to charge me £6 so had to call someone else. Not what you need at 1am and want to get home.”
Thank you for your review,
I'm sorry to hear that you had an issue when exiting the car park, it sounds like there was an error at our barrier however I'm pleased to hear that the car parking team were able to assist you.
Kind regards,
Customer Support Team
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
“Tyre began to deflate 10 miles after collection. There was a chunk out of it despite me being Bly driving on smooth motorway. Wondering where it had it been stored”
Thank you for your review,
I'm sorry to hear that your tyres became deflated, as advised in our terms and conditions any reports of damage must be reported to us immediately or onsite in order for us to investigate any damage.
Kind regards,
Customer Support Team
“Parking was absolutely fine; but I had to change the car registration on our pre-paid booking online the night before as we had to take a different car. This appeared to go smoothly, but when we returned from our trip the barrier wouldn’t let us out and showed a large charge. A helpful member of staff sorted it out via the intercom, but it was an unnecessarily anxious moment at the end of a day’s travelling. Surely the system should be able to ensure the reg number is actually changed for a booking.
Also the arrangements for pedestrians are pathetic and involve a) knowing which way to go (no obvious signage) and b) having to drag your cases over kerbs and through gravel on what seemed to be the official route; or else walk in the road. And why no shuttle anymore?”
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.
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.
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
“The Twilight Bag Drop is a great benefit. (Night before an early flight). The problem is the £20 cost to park your car for an hour while you check in your luggage!”
Thank you for your review,
I'm pleased to hear that you found the Twilight bag drop beneficial. For future reference we do have a free drop-off area which is located within the Long Stay Car Park and can be accessed for 30 minutes without charge.
Kind regards,
Customer Support Team
“This wasn't a great experience. Despite booking and pre-paying months in advance, and following the arrival and departure instructions to the letter, the system failed to recognise my numberplate or ticket and attempted to charge me £270 at the exit gate. This was after midnight, on my return from Madrid. To be fair, when I called for assistance, the polite and friendly operator sorted the problem and let me out within a few minutes. However, it shouldn't have got to that. I park at Edinburgh Airport several times a year and although the system usually works well, this has happened to me at least once before.”
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
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
“Not the easiest to understand the process of parking and then exiting ! I didn't manage any of it without being chased on entry and shouted at then I had to look for a human at deposit of key who i have to say was very helpful and then on exit I had to buzz for help to be told must have a ticket to exit! Which I didn't have so all and all it was slightly traumatic 😆 🤣 but I eventually made it out”
Thank you for your review,
I'm sorry to hear that you found the process confusing, please note for future reference all instructions on how to enter and exit FastPark can be found in your booking confirmation.
Kind regards,
Customer Support Team
“Convenient to access and leave your car, and reasonable value. However, it could have done with a bit of clearer signage as to how to get out of the car park to the terminal, and also some pedestrian walkways within the car park to deal with that.”
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
“Convenient parking but often when I use it the pre-booked ticket doesn't work at the end of the stay and the machine tries to charge me several hundred pounds.”
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 FastPark was comfortable, staff at entry was polite and helpful. On the way back I found the signange insufficient to giude me to the lockers. And then it took me ages in the middle of the night to walk back and forwards with my cases trying to find my car. My tricket had printed G but there wasnt a G section as they finish at F. Later I noticed a handwritten small F at the bottom which was the real location of my car. Unnecessary confusion.”
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'm sorry to hear that your car was not in the indicated space, if ever faced with this issue in future we have staff onsite 24/7 who will be happy to assist you.
Kind regards,
Customer Support Team
“Easy booking and good price provided. All good until we returned when meter indicated we owed a £360 and had to again contact an advisor provide proof of pre-payment for this new charge to be dismissed. This has happened to us three times out of four visits - not helpful after a long journey home”
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
“Car parking is OK but... its quite a walk to the terminal. No bus. And there is no cover so its in whatever the weather is doing. The path isn't even a proper designated path half the way and isn't a smooth surface for wheel-luggage. Prices haven't gone down after they took away the bus service.”
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.
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
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
“Fast parking is so convenient, however I was disappointed when I used it this time as I displayed my blue badge but my car was not delivered back to a blue badge space.”
Thank you for your review,
I'm sorry to hear that your car was not in the indicated space, if ever faced with this issue in future we have staff onsite 24/7 who will be happy to assist you.
Kind regards,
Customer Support Team
“Paid for terminal parking and had a receipt on mobile phone. When I got to terminal parking the barrier did not work. Phoned customer services who told me I has paid for long stay parking. Went to long stay and parked. After 3 day parking was asked for £130 to leave carpark. Checkes my receipt again and I had definitely paid for terminal parking. When I spoke to the customer servuce dept - the fee was waived and I was free to go.”
Thank you for your review,
I'm sorry to hear that there was an issue with entering the car park and I understand the frustration that this would have caused however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
