“I accidentally made a wrong booking and there was noway I could change it cause the booking was made for a Tuesday instead of the Thursday making my booking within 24 hours. So I am out for alot of money”
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
“There was a road closure at the entrance of EDI airport with diversions which just took everyone round in circles. I almost missed my flight. I had to ask someone at a petrol station for another entrance into the airport and even then there was no signs of where to go. Normally this would be a 5/5 rating but absolutley appalling experience. Didn't even get an email the day before or the day of to provide an alternative route.”
Thank you for your review.
The roadworks that are in place at the moment are The City of Edinburgh Council, we are not responsible to provide alternative routes.
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.
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 had pre-booked and pre-paid for using the multi-storey car park while I went on a week's holiday. Having driven from the north of Scotland (on my own) I found directions to various parts of the airport car parks extremely difficult to follow in the dark. I ended up driving through the drop-off area and having to pay £4 in cash (card machine broken) to get out. Then by sheer chance I found myself at the entrance to the multi-storey and being told to insert a ticket which I did not have. An assistance voice raised the barrier to let me into the carpark saying it could be sorted out on my return. A week later the attendant in the carpark office was helpful and gave me an exit ticket. When I inserted it into the exit barrier machine I had to pay an additional £5 before the barrier would be raised. My overall impression was that a badly thought out parking system was more interested in taking money from car park users rather than providing a decent customer service. Edinburgh Airport is a major gateway to Scotland and shocking service like this creates a very bad impression to visitors to our country. I very much doubt that I will use Edinburgh Airport Parking again.”
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.
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 stayed for one day but managed to book for one week as was in a rush and didn't notice that the automated booking dates shunted my 'leave' time to one week later. parking perfectly good, car park booking online pretty poor and needs to be reviewed. I will take a great deal of care next time I book.”
Thank you for your review.
If passengers arrive back out with their booked car parking time and date passengers will have to pay the non pre booked rate fee upon exit. If this was caused by a flight delay I would encourage you to seek reimbursement from your airline.
Kind regards,
Customer Support Team
Hi Graham,
Thank you for taking the time to review our services.
I am sorry to hear of your recent experience whilst travelling through our campus.
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 am glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
Posted 2 years ago
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
“Long stay No busses so walked across iced car park - I presume a temporary walk way - very amateur set up and quite a distance good job it wasn’t raining or we would have been soaked - then had to walk long distance up and down stairs to get to plane not good at all”
Thank you for your review.
Our long stay shuttle bus was suspended in 2020. The car park is an approximate 12 minute walk to the terminal and we find it to be a manageable distance for most customers. Those who find the distance unmanageable can contact us directly to discuss how we can support them.
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.
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
“Disgusting overcharge for returning a day later than planned due to a failed taxi pick up. The extra charge of £60 bore no relation to what cost was incurred (if any) by the airport. I expected there to be a charge as we had used the parking space for a day longer but to charge us £34 for 3 days and then a further £60 for returning a day late is as said above, disgusting.”
Thank you for your review.
If you are returning later than your booked return date/time passengers will have to pay the non pre booked rate for their overstay.
Kind regards,
Customer Support Team
“Parking is parking....hard to get excited about. However, I'm surprised and disappointed at the transfer buses being stopped at Long Stay. Presumably saved Edinburgh Airport a pile of cash. But if you park your car on a rainy day, expect to be pretty soaked by the time you reach the terminal. Has no one thought about that? Or did you consider it and conclude that you didn't really care. And for the 4th time in a row, my booking was not recognised at the exit and I had to buzz a grumpy attendant and give them my registration number. Finally, the drop-off and pick-up charges are disgraceful. For many years I used to drop off visiting family at the airport by pulling into the free drop-off for 30 seconds and on my way. Then the new drop off for £1 then £2 now £4. Why the escalating costs? Here's a radical idea. First 5 mins free at the drop-off.”
Thank you for your review.
Our long stay shuttle bus was suspended in 2020. The car park is an approximate 12 minute walk to the terminal and we find it to be a manageable distance for most customers. Those who find the distance unmanageable can contact us directly to discuss how we can support them.
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.
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
“couldn't find
parking had to book another car park on the day as didn't have an email to check so I could find which car park I was in the other ncp car park was great”
“i had to change flight sso instead of returning at 11: on 19th (CNMPQRVQ) I had to extend from 11:00 to 22:00 There wasn't a way on the website to simply extend it so i had to beek an additiona slot (5619AXJJG) WHICH ADDED £19.99 TO MY EARLIER BOOKING (cnmpqgrvq) which was £26.99 Total £46.98.
To book the total time slot would be £39.99 so can i have a refund please for the difference £6.99
Despite booking the additional time, the machine at the exit gate still saifd i owed an additional £80 something pounds. It feels like most times i am leaving i have to press the button to speak to a member of staff because the machine is asking for more money. This is becoming quite tiring especially as it seems to happen more often than not.”
Thank you for your review.
I can confirm you followed the correct process of making an additional booking to cover the extra time needed.
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.
As our parking does not have a fixed rate (unless you roll-up, which is considerably more expensive that pre-booked) that means it's dynamic and can change based on the factors stated. Our pricing structure and calculation method is not dissimilar to that of many other businesses and airports.
unfortunately the ANPR system is unable to connect the 2 bookings therefore charging you the non pre booked rate which is why we advise customer to press the intercom upon exit so the team are able to fix this.
Kind Regards,
Customer Support Team
“Paid for parking between Saturday and Sunday last weekend before arriving but was then charged a further £110 on exit. I had mistakenly entered the pick up only section, and left after 46 seconds (according to my ticket) and then entered to correct area for parking.
I do feel £110 was a bit much for an easy mistake to make.”
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
“The whole process from start to finish was a disaster. Firstly, the website would not let me manually enter the make and colour of my car as the private registration I entered defaulted to my previous car. When I turned up to Plane Parking in line with my booking, there were cones preventing any car from entering that car park! Just as well, as the Plane Parking car park is about a 25-minute walk from the terminal building; certainly not 12 minutes, as advertised. I then drove to the Long Stay car park where I was told by someone on the other end of a buzzer that the Plane Parking car park was now closed and I had to park in the Long Stay car park!! There was no signage in the Long Stay car park to walk to the terminal building. I ended up walking partly on roads, as well as a footpath which was full of muck. When I tried to drive out of the car park 3 days and 1 hour later, the machine tried to charge me £120, despite me having pre-paid for the Plan Parking car park in advance of arriving at the airport. The whole experience was shocking, inefficient and stressful.”
Thank you for your review.
Plane Parking is currently non-operational during the winter season and this is advised in your booking confirmation along with the upgrade information to the long stay car park.
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
“Hi i booked plan parking for the 8th of decSTARTING 0300TILL order ID BSSQ3V37T CAR REG RO14ZWK. THEN YOU UPGRADE ME FOR FREE TO LONG STAY PARKING ,
WHEN I AARIVED after 3 am THE BARRIER not recognised my number plat to open tried few times still the same have to take i ticket to get in to catch me flight and cost me 220 pound when i came back ,
you is no option to email you and your phone just answer machaine with no option to raise the issfue .
can you get me and email or phone where i can contact you to get my refund.
Abdo alfarhan
farhanabdo@yahoo.com
07475734594”
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 paid for my parking stay then on attempting to exit the car park was required to pay again except a greater amount than that pre paid. I require a refund of the sum paid at exit given the agreement on the pre paid amount.”
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
“Very unhappy , returned last night, after inserting our card at the final barrier it displayed that we had to pay a further £4, can’t understand why as our flight was 20 mins early and got threw passport control within 15 mins, tried calling from the barrier but no 1 answered, had to pay the extra £4”
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
“Very poor service. For the fourth time now, the entrance machines failed to recognise my car and I was forced to pay £110 for a stay I had already paid for. This happened before, the machines were then fixed and working again and now have reverted back to being broken.”
Thank you for your review.
I can see that one of customer support agents have replied to your feedback request and are resolving the issue that you experienced.
Kind regards,
Customer Support Team
