“Helpful to have staff in attendance at the start of my journey.signs to plane parking could be more prominent.bus driver very helpful with luggage.distressing that the barriers did not automatically open on departure,but good that someone responded quickly through the speaker system.stones difficult to drag suitcases over.”
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 Advisor
“Our return flight arrived over two and a half hours late and it was pouring with rain. I collected the key but where was the car? Not outside but in its parking place AR 53. Where was that? There was no map or any indication of where AR53 was, and as I said it was dark and pouring with rain and no one obviously around to help so one was obliged to go hunting. Eventually the car was found and help appeared, but why no map of the parking places. We were and are very disappointed with Fast Park for not foreseeing this type of problem. It detracts from an otherwise very good service.”
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
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
“Fast Park is really easy - especially with kids and lots of luggage. There were no luggage trolley near to where we landed - we asked the guy who’d checked our ticket but he wasn’t very interested and just pointed off to one that had been abandoned in the other car park. Also when we return to the car with young kids we come out reception and it just leads you straight into the road of the car park (not a pavement) - can you add a barrier to make it a big safer? These seems like easy wind - please sort them and fast park will be a great product!”
Thank you for your review.
I understand how frustrating it will have been to discover there were no trolleys available. Our trolleys are in constant rotation, which means once they have left an area, they must be collected by a member of staff, and processed back into their designated zones. This unfortunately takes time, and on this occasion has meant that the area you were in had no available trolleys.
Kind regards.
Customer Support Team
“Unfortunately, I needed the help assistance service for my mom. I asked on the plane but when we arrived in Edinburgh, anyone helped us. I had to push a wheelchair, and our luggage to the taxi stop and I had to pick my car up and left it close to the taxi stop to collect my mom.”
“Easy walking distance to the airport, but it feels like the car park has been neglected since they stopped running a bus service. Lots of large puddles due to uneven surfaces/ poor drainage, and lots of baggage trollies dumped all over the place which didn’t seem to be proactively regularly collected. Would benefit from designated trolley areas to ensure people don’t dump places which could result in them rolling and damaging cars.”
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.
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
Thank you for your review.
We always encourage passengers to pre-book parking. 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 however, we offer competitive pricing against other providers.
Kind regards,
Customer Support Team
Thank you for your review.
I can confirm the shuttle bus has been reinstated from the plane parking car park to the terminal.
Kind regards,
Customer Support Team
“You need to make it REALLY obvious that you are not running a shuttle bus! I know it’s written there but I never noticed it until I checked when we returned -”
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.
I can confirm we do have a shuttle bus that runs from the plane parking car park to the terminal.
Kind regards,
Customer Support Team
Thank you for your review.
I can confirm when you receive your booking confirmation we provide directions to the car park on this.
Kind regards,
Customer Support Team
“This is the second time that I have parked at Edinburgh Airport in Long Stay when the ticketing system has failed. I pre-booked my ticket and paid the fee for a week of parking. When I tried to exit the car park I was asked for an additional £190. The problem was eventually sorted out when I contacted the barrier operator but I do not understand why this should happen if number plate recognition is being used.”
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.
You will need a ticket to enter and exit our car parks. On entry to a car park, the machines at our barriers will issue a ticket before the barrier raises. If you have pre-booked parking, our ANPR (automatic number plate recognition) system will read your number plate and your booking reference, and number plate will be printed on the ticket. It is important that you keep your ticket safe as you will need it to exit the car park.
Kind regards,
Customer Support Team
“The arrangement is still I hope. Temporary barriers are used to guide pedestrians to the terminal however the routes are not clear and little room for pedestrians to walk. Will the buses be returning?
Other than the above it was acceptable.”
“The actual car park (Plane Parking) is fine. The road to/from it is in a terrible state, the bus is too small for busy times so don't leave it too close to check-in time. Also, when we were leaving, at the barrier, got a message claiming I had to pay hundreds of pounds despite having paid in advance, so number plate recognition system can't work properly. This was sorted by pressing the button to speak to someone but still annoying.”
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
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
“The camera on entrance didn’t work so had to take a ticket then on exit escaped a £320 fee. On calling help at entrance and exit staff very helpful and it was all fine.”
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
“Convenient distance from the terminal, but issue at the ticket barrier on exiting.
Having pre-paid for my stay, the machine insisted that I pay £170!!!
This impacted on what should be a seamless experience and made the queue of cars behind a little annoyed 😠”
Hi Mark,
Thank you for your review.
I am glad to hear you found the car parking service to be convenient, and I am sorry about your experience at the barrier when exiting the car park. If you were not able to fix the issue on site and believe you have been incorrectly charged for your parking, please contact the Customer Support Team via the form below and we will be happy to look into this further:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards
Customer Support Team
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.
I can confirm the shuttle bus is now running from the plane parking car park.
Kind regards,
Customer Support Team
“Great location for parking close to the airport, disappointed and not happy to come back to my car to find 2 trolleys abandoned very near my car, it would definitely make me wary in future in case of damage”
Thank you for your review.
I’m sorry to hear that a trolley was left close to your car.
We have a trolley collection plan in place and our teams do attend all external areas to collect trolleys throughout the day. Unfortunately, its often the case that as soon as we collect our trolleys, more appear.
We would always hope that customers will leave trolleys in a designated bay and I’m sorry that this did not happen on this occasion.
Kind regards,
Customer Support Team
