“Booked 4 months in advance very disappointed to arrive to find neither my registration number or my order number could be found on your system.Had to speak to the attendant who did let me in but spent my whole weekend worrying I would be charged a fortune to leave. On my return again had to negotiate re-explain my situation and was allowed to leave without further payment . Could have done without the additional hassle.”
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
“We used the long stay. Lots of improvements needed. There are no clear signs within this car park and directions to get to the airport. It appears very overbooked and you can hardly find parking. The ticket wouldn’t let us out of the barrier until we called for assistance”
Thank you for your review. I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.
Kind regards,
Customer Support Team
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
“Your directions were accurate to find the car park, I think I was quite lucky to find a parking space evidence by a vast amount of cars parked on yellow lines and on the road at the end of rows.
It was a long walk to the terminal, the day we parked it was raining very heavy and our luggage got very wet, a courtesy bus would have been nice.
We were parked in C4 opposite a shelter, on our return we found a row of cars parked on the road by the shelter and this made it very difficult to get my car out of the bay, I am a confident driver and my car is not a big one but a passer by had to watch me out. Trying to find the exit was a bit stressful, following the 'EXIT' signs seemed to having us on a wild goose chase.
Kind regards D Cooper.”
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.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.
Kind regards,
Customer Support Team
“Great parking pitty about the very long delays at passport control on arrival back in uk. Only 2 out of 9 passport control booths manned and many e gates not working. 90 minutes delay!”
Thank you for your review,
I'm pleased to hear that you were happy with the car parking.
I’m sorry to hear of the wait you endured at passport control and understand the frustration that will have been caused. We work closely with the UK Border Force (UKBF) team however, both of our arrival halls are managed by and are the responsibility of the UKBF. Though they operate within our terminal, they report directly to the UK Government, and we are unable to influence any of their processes. I would encourage you to raise your comments with UKBF directly:
https://www.gov.uk/government/organisations/border-force/about/complaints-procedure
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
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
“Cars parked all over the place, out with designated bays in long stay. No defined pedestrian route to terminal until you reach mid stay section. When you do reach the cordoned area it is full of holes and puddles.”
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.
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
“The car park had sufficient spaces, however they were quite a distance from airport. A lot of people had abandoned their cars out with bays nearer the airport which made it hard to get around the car park. Also it is not well sign posted so not obvious how you should walk to airport. This was also difficult with cars everywhere and the uneven ground. Maybe a central path up the middle of car park with smooth terrain.”
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.
Kind Regards,
Customer Support Team
“We booked 7 days' parking online in advance of our arrival on 3rd August 2023, on our way to Orkney for a family bereavement. As we approached the barrier, it didn't go up so we had to press the button to raise the barrier and get our ticket. Our ticket didn't include our car registration so we had to ask for help in the Arrivals section. We were directed to the office where we were told to call there again on our return a week later. We subsequently did this and were told that, if the barrier didn't lift as we tried to exit, we should ring the office from the barrier. The barrier didn't lift and the meter display told us we had to pay £320. We rang the office and were let out of the parking area without having to pay any more than the £119 we'd previously paid online. The man in the office on both occasions was friendly and helpful but the drive-in and drive-out system is in need of improvement. The only positive comments are that the price for parking online was reasonable and parking was just a few minutes walk from the terminal.”
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
“Pre-booked and pre-paid parking but at the barrier I was asked to pay £170 to be able to exit, so had to go through the intercom and explain all of this. Luckily no other cars waiting behind to exit.”
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
“No blue badge parking spaces - cars parked in disabled spaces that were not blue badge. Very disappointing and had to park in tight regular space and then try and get a wheel chair out the car - impossible.”
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
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
“Parking is within 10min walk but not under cover and no where for you to drop off quickly before parking so if it raining you’re getting seriously wet. Also looks like more parking is sold than is available with cars parked over the ends of curbs, this doesn’t leave enough room for a fire appliance in case of a car fire. Seems a little chaotic parking and signage very poor.”
Thank you for your review.
We are aware that customers are leaving their vehicles out with the designated parking bays and we are working with the relevant teams to monitor this. Its disappointing to see that some customers are causing obstructions for other customers, if customers are finding it difficult to find a space we will always provide alternative parking option if they ring the barrier.
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
“The process for booking, entry/exit was fine, no problem at all. The condition of carpark itself was pretty bad. Cars parked on curbs and on the road itself, instead of the spaces available. It was pretty difficult to navigate in places.”
Thank you for your review.
I'm pleased to hear that you were happy with the entry and exit process.
We are aware that customers are leaving their vehicles out with the designated parking bays and we are working with the relevant teams to monitor this. Its disappointing to see that some customers are causing obstructions for other customers, if customers are finding it difficult to find a space we will always provide alternative parking option if they ring the barrier.
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
“Car number plate recognition did not work. Had to use intercom to get entry. Barrier would not raise on exit, was told there was a £12 surcharge. I had pre-paid £29.99 for a day’s parking and used less than an hour. Had to use intercom again to be allowed out. System does not work.”
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
“Was charged £25 at pick up as I missed my connection from LHR and had to spend a night in a hotel. I do not object to late fees but being charged when there is no way to contact Airport Parking to tell them of your situation is poor. Otherwise usually happy with Fastpark product.”
Thank you for your review.
I can confirm that the contact details for our FastPark team can be found on your booking confirmation. You will also find information on what to do if you require additional time.
Kind regards,
Customer Support Team
“Number plate not recognised and barrier wouldn't open until card taken from machine. On departure barrier wouldn't open and said I owed £190. Spoke to operator over intercom who confirmed my booking and opened the barrier. Otherwise service was good with buses running as promised.”
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
