“It’s very handy parking at the multi storey but my pre payment had been missed when I tried to exit and I was asked to pay £180. I pressed the help button and to be fair the attendant answered immediately, checked my reg and my name and then let me out. People behind were a little grumpy with me for holding them up a few mins but wasn’t my fault.”
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
“Parking entrance and exit was easily undertaken. Due to the roadworks being done getting to the car park was a serious problem. Many others were totally confused by the completely inadequate diversion and closure signs in the roads leading to the airport.”
“On arrival, the number plate camera did not recognise my registration number. I buzzed for assistance and the member of staff told me that the registration number was not recognised.
My account has my old car registration plate as the default and I don't seem to be ab,e to remove it. However I did amend my booking to my new registration number but this did not seem to have been updated on my booking.
The staff member was very efficient though and the rest of the stay was uneventful.”
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
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 pre-booked yet didn’t receive a confirmation email but the money had been taken so assumed it was okay… It was. Was a very easy car park to get to, around and a simple and signposted walk to the airport from it.”
Thank you for your review.
I'm sorry to hear that you never received your booking confirmation, although your travel date is past I have resent your confirmation for your records. Please check your junk/ spam folder as it may be there.
I'm pleased that you found the car park simple to use and well signposted. We look forward to welcoming you to Edinburgh Airport again in the near future.
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
“Reasonably priced when you book in advance but the cameras seem to fail to read your reg number on arrival. Therefore when leaving car park on your return you have to press the intercom for assistance. Then the most unfriendly chap asks for your ref number. Second time this has happened now. Different car each time. It’s handy you can just walk to the terminal from the mid and long stay.”
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.
Kind regards,
Customer Support Team
“We have used car park twice in past 6 months fine on entry we have prepaid so reg etc known plus all my details .I collect ticket and on way out put into machine to be told I owe hundreds of pounds in parking fees.I then have to press for assistance to explain situation and only then does a person activate barrier lift. This is ridiculous ,as scan of my reg and ticket should trigger barrier release.Please sort this tedious issue out.Many thanks”
Thank you for your review.
We have had some issues with our ANPR system which has been unbale to read the car registrations properly however, I can confirm this has now been rectified.
Kind regards,
Customer Support Team
“My flight was rescheduled after booking parking, when I tried to alter my booking, the app did not have this functionality. I tried to change at the help desk prior to departure, but this also proved difficult.”
Thank you for your review.
You are able to amend your booking via Manage My Bookings however, due to the way the booking engine is configured, amending is much the same as cancelling and re-booking.
As per our terms and conditions, you can amend a booking free of charge, up to 24 hours before it is due to commence. This means we won’t charge you an admin fee for the change however, there may be a difference in price.
Kind regards,
Customer Support Team
“Pre-booked a week’s parking in the multi-storey. At £100 was quite a bit more expensive than last year. For the second year in a row, the ticket machine on exit didn’t recognise the car and we had a faff of a negotiation with the operator to avoid paying another £360! Sort out your ANPR system!”
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
“Bad signage lots of confusion as to wheee exactly to go the the final insult was getting out as the ticket didn’t let us out had to call for help. Far poorer to the bigger UK airports. Road into airport also very badly pitholed. I would advise investment from some the the not insignificant profit you are making to improve the service customers are allready paying to much for.”
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
“The system did not recognise my car registration number and tried to charge me the full amount for days of parking (£168). I managed to speak to a member of staff and he sorted out this for me. I am glad that human help was still available.”
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
“Lots of building work without clear signs to get back to the terminal parking, pre-paid but computer system tried to charge us again, customer service helped us out.”
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
“Booked the terminal parking. Very few spaces available, ended up right on the very furthest row from the terminal, so it would probably have been shorter to walk if we'd booked Mid-Stay. Parking spaces are way too small for today's vehicles, especially if you're trying to get suitcases out of doors.”
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.
Kind regards,
Customer Support Team
“When I eventually got to the parking location it was fine. Roadworks on the main entrance to the airport weren’t clearly signed and myself and 4 other cars around me had to take quite a lengthy diversion. Not the car parks fault I know but worth mentioning.
I booked “Plane Parking” so followed the signs for it, driving past the Long stay section for another few minutes only to get to plane parking and it be closed, telling me to go back to long stay. Why not make that clear when you book it? Or have a sign at the Long stay entrance?”
Thank you for your review.
I can confirm it is advertised on our website that the plane parking car park is closed. Passengers received an email in regards to the upgrade.
Kind regards,
Customer Support Team
“Car park is great and close to terminal. My only gripe is I prepay to save time and every time I leave the car park and put the ticket in at the barrier it says I owe £144 when I don’t so have to ring the gate guard to open the barrier.”
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
“Pedestrian access wasn’t clearly signposted to/from the car park to the terminal. Parking was pre booked and paid but it still asked for payment at the barrier. There were clearly works happening so I expect this may be to blame for the lack of proper signage and walkways.”
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. 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.
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
“Easy to find,plenty of spaces, but walking to terminal path not very clear marked with plastic barriers...not in a straight line and some people just park in a space where path seems to be
On exit machine came up with a charge of £170 ...despite pre paid..was sorted out via intercom”
Thank you for your review.
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.
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
“Machine on exit stated charge was £360 despite prepaying. This is the second time it happened(last time was June/July 2022. I noticed that other drivers had the same problem (at about 20.00 hours ) and I had to phone for help give my car number and when I booked. This is simply unforgivable as Edinburgh Airport prides itself as an international airport. Correct this or it'll be on National News- Don't use Multi Storey Parking in Edinburgh Airport !”
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.
Kind regards,
Customer Support Team
“Mid Stay continues to be the best value in my opinion and the new area makes it a nice arrival into the Airport.
ANPR was not operating properly taking my reg down with one digit wrong. This caused an issue on exit was was quicky remedied via a call at the barrier.
Still not impressed with the less than generous entry & exit to Mid Stay with kerbs just waiting to ruin expensive alloys.”
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
