“Was instructed as per email that anpr would recognise booking and no. plate on arrival,this didn’t happen. On exit was told £120 was due to be paid despite prior booking, had to ring and wait for customer service who were helpful but not convenient at 1am. Was lots of rubbish lying around in car park. Shuttle bus was helpful and efficient”
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, staff and process good until we tried to exit. In excess of 30 minutes at 1am to exit through the barrier is not acceptable. Fast park but grindingly slow exit, became an expensive exercise. I’d suggest a dedicated exit for Fast park cars.”
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
“First time using the Fastrack service. Most most impressive when we left our car off, very friendly staff who made the experience very straight forward for us.
Not so impressed on our return. Being new to the key pickup process it wasn't straightforward and there weren't any staff to help. We did get help from a gentleman who used the service before and managed to get our keys and the location of our car. Then the next challenge finding Area B in the now pouring rain. Eventually we found a member of staff who advised us that the B area signs are on the other side of the C signs....when I said that it would be useful if she raised that issue with management, she advised that there is a layout map in the area we picked up our keys and we could have looked at that.
Also I had to pay £4 to get the exit barrier to rise....even though I'd paid my parking in advance.
It was a good service but it could be excellent if outward was as good as inward.....the way in was extremely easy to find, exit not so easy.”
Thank you for you 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
“Yet again, the machine at exit didn't recognise my prior booking and tried to charge me £150 before I pushed the button for assistance. It is also extremely difficult trying to discuss this with the person on the other end with all the background noise from an airport!
As a regular user, this must be at least the 3rd time this has happened over 2/3 years and is quite stressful.”
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 positive feedback, we look forward to welcoming you to Edinburgh Airport again in the near future.
Kind regards,
Customer Support Team
Thank you for your review. The traffic management of the Royal Highland Show is controlled by the event organisers and Edinburgh City Council. We unfortunately don't have any control over this.
Kind regards,
Customer Support Team
“Prepaid for parking - all went well until my exit when machine claimed I owed £360! Had to call for assistance and provide reg no. to the operator. No explanation given, made to feel as though I was at fault!”
Thank you for your review. We have had some problems with our ANPR system over the last number of weeks. We are currently working on a solution to this with our suppliers and we appreciate your patience whilst we do this.
Kind regards,
Customer Support Team
“Used this carpark for years. It’s getting worse everytime for the way cars are parked(abandoned) but to be fair I’m guessing with us ending up finding a space at K they have no other choice. Definitely over booking going on. I was thinking I was going to have to leave the carpark without actually getting a space. Which is not great when you have a flight to catch and have paid for parking weeks in advance.”
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
“Staff were very helpful straight forward parking up but had problems getting out of barrier to exit airport as machine wouldn't accept our ticket but member of staff told us to press button at barrier say weve been at fastpark so they let us out”
Thank you for your review. It sounds like our ANPR system hasn't detected your vehicle when you have gone to leave which had to then be resolved manually but I am glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Easy to get in less easy to get out. Had to get an assistant to find my car keys and the airport car park did raise the gates when I left, had to call the car park aid line.”
“Stayed in the long stay parking. All was ok, but I was surprised to see that the bus service has now been cancelled, and is now a 15 minute walk for all customers. Not sure how appealing this will be in the usual Scottish rain or cold weather, and for those customers who are less able to walk.”
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.
Kind regards,
Customer Support Team
“Checkin process was smooth. However our car was not ready for collection when we arrived back. The staff on duty could not explain why not.
Then we got our car back our exit from car park was not smooth as the ticket that we were issued with prompted us to pay £4 - not a great experience”
Thank you for your review. I am sorry to see that there was a delay in receiving your car on your return. If you reach out to us via our contact form we can look into this for you: https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
Thank you for your review. It sounds like our ANPR system didn't detect you on entry so you weren't issued with a ticket as you normally would be. I am glad you managed to speak to someone when you left to get it sorted though.
Kind regards,
Customer Support Team
“Parking was ok. In and out no problem really. But the access road to the airport and leaving the airport is in desperate need of repair. Do we really want the capital city experience to be poor roads? No! Signage in and out of the airport is poor and road markings are bad. I have to say after all the years and money spent on that airport it should be a lot better than it is. The owners care more about shareholders than a good airport experience. It should be in public ownership. Scotland needs change.”
Thank you for your review. The access road to and from the airport is owned by Edinburgh City Council. We are working with the council on improving the road over the next few years but any problems with the road we'd encourage you to reach out to the council directly.
Kind regards,
Customer Support Team
“Arrival was quick & easy. On returning there was a problem with the machine collecting my keys due to the previous customer not having shut the compartment-when I went to ask for help the guy wasn’t particularly helpful. Barrier wouldn’t open automatically on exit and had to speak to someone on the call for help button-this is about the third time this has happened to me.”
“All a bit over complicated with scanning on arrival and on return and when we left we were asked to present a ticket at the barrier, which we didn’t have, so we had to reverse out of the queue for the barrier, forcing everyone else to have to reverse too. Explanation? “a problem”… it certainly was!”
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 location of the car park is great and within walking distance of the terminal. However, there is a distinct lack of suitable pedestrian walkway within the car park itself. Besides the heavy rain creating large puddles in multiple locations across the car park, the terrain is completely unsuitable for walking with wheeled luggage - large speed bumps and gravel paths. A sheltered tarmac pedestrian walkway would make the car park 5 out of 5.”
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
“Don’t get me wrong the parking is 10/10 however the machines are so faulty it’s unbelievable, the last two times I’ve been they’ve tried to charge me an extra £160 and £320. The first time I ended up paying it but 2nd time I had to go back to the airport to discuss it thankfully the realised it was their mistake and allowed me to go through however I paid the £160 when I clearly didn’t need to”
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
