“Paid online (as your email to me seems to confirm) but was still charged full amount by the machine. I was prepared to pay an excess as my return flight was delayed. But not the full amount.”
“1) They don't put their direct phone number on their own site. Obviously trying to avoid calls by diverting them into the maze of the airport phone system only so they can tell you to call the actual number.
2) Our flight was delayed and when we landed I called ahead to explain to the parking folk that we would be late, it was not our fault. But they charge £39 an hour regardless and blamed us for not giving them 24 hours notice.
3) The guy on the phone was unhelpful and deliberately offensive like the situation was funny to him.”
“I pre-booked the parking, and had read the directions before setting off.
Upon arrival we followed the signs for the long stay car park. We did not see any signs for other long stay car parks so went into the first one we found. Due to an accident en-route we arrived only just on time, so didn't have time to sit about and make sure we were in the right one (which we wouldn't have done anyway since it was signposted "long stay car park"). When we returned from our flight and tried to leave the car park the boom wouldn't open; the member of staff explained we were in the wrong long stay car park so we had to pay £72.50 for the parking on top of the £37.50 we had already paid online. Now I am sure if I read the 3 pages of directions again I will find something that says I am not entitled to get a refund as it is all my own fault, but since I have been to this airport many times before and have always had the pleasure of paying far too much for parking with a shocking lack of public transport connectivity, this has left me with a very bad taste in my mouth. Signage on site is very poor.”
“I purchased car parking online but on arrival at the long stay car park there were no spaces. Vehicles were left abandoned on double yellow lines. As there were no staff around and we had a plane to catch I had to leave our car in the safest non-designated space I could find. Very disappointed - I paid for a service I did not receive and worried about the safety of the car all holiday.”
“Ticket would not activate the barrier on departure, said I owed £280,could not get through on the intercom to the ticket office, also tailback of traffic behind me not happy having to reverse to let me back and had to go back to the airport to fined where the office was, a lot of lost time and wet through as it was raining heavily, not happy at all, have used this carpark before a number of times and had no problems, don’t think I will use it next time”
“Very few parking spaces with cars parked on verges and in junctions. Buses are so infrequent it is quicker walking the 20 mins to the terminal. You there in the party parked at a park and ride 15 mises away and we’re quicker to the terminal. Road surface awful for wheeled cases/”
“I had a flight delay getting to Edinburgh, sprinted through the terminal and rushed to try to make it to the barrier before my grace period end in the car park. Got to the barrier, waited in a queue for 2 minutes and by the time I got to the barrier and put my ticket in, I was those 2 minutes over time and got slapped with a £50 excess parking charge. Daylight robbery!!!!!”
“I have been using Ed airport parking regularly as a business traveller for over 8 years. For the first time I used the long stay this week, paying £29 upfront for 3 days/2nights, as multi storey and surface came up as full online.
I followed the formal 'long stay' signs upon arrival and parked.
Upon return I discovered that the car park labelled Long Stay that I had parked in was not the right one. The staff (NCP) were surly and rude. They repeatedly advised that the email from Ed Airport explicitly stated 'please do not park in NCP as this was something that happened a lot previously. I rechecked the email in front of them and confirmed that was not stated. They said 'not our problem' and forced me to pay a further £48 to release my car. No empathy, no offer to help resolve, just 'tough, your problem'
On departure I phoned the Edinburgh airport number and guy I spoke to said well it is 'user error' so I won't refund you either... for a space I didn't use.
I think the signage is misleading and unfair to customers. The fact that NCP confirmed this happened often reinforces that.
Moreover the lack of any empathy or remote customer service skills by both parties is appalling
My quick calculation is that I spend about £3k a year on parking at Edinburgh Airport. Over this £29 and the accompanying bad customer service experience that is now lost revenue and from now forward I will be parking at Premiair or Flyibg Scot”
“Car parking is very poorly signposted. Ended up in the wrong car park apparently. I had pre booked and was met with a £50 charge when leaving the car park.
Avoid.
Use an out of airport private park and get their transport buses in instead.”
“Following the postcode to get there takes one through an industrial estate; hardly what one expects leaving from a capital city's airport. There was no signage for "Surface car park" on the way in. I had to take the oversized vehicle entrance, which by chance, was the right the entrance. The first sign was by the ticket machine, at which point you cannot turn back. I've since heard of family that have been affected too, going in and out of the drop off point, paying extra, due to lack of signage and management.
Upon return from holiday, the arrivals come through the departures lounge and it was absolute show in there. There were no signs for exit nor surface car park. I had to retrace my steps post security to find a way out. The airport and car park is an absolute joke and I'm ashamed to think of how many visitors have travelled through here. I won't return if I can help it.”
“I pre-booked parking but there were no parking spaces available. I drove round the car park 3 times before I was lucky to see someone coming back to their car, so I followed them and grabbed their spot before any of the other people also looking for spaces got it. This is not acceptable when you have pre-booked and have a plane to catch.”
“I can't rate the car park because I didn't get there. This was because of poor road signage. I followed signs and ended up in what I know is not the right car park even though I was durected by the long stay signs. Obviously I had to pay again, the man at the car park and the man pdriving the airport long stay bud both said that this was not unusual. I'm not happy!”
“We were very disappointed to be charged an additional £11 because our flight was delayed. After booking into the multi story and buying fast track.
We would like a refund.
Regards
Jamie”
“At exit of mid stay carpark ticket for pre booked and presented paid parking not recognised. Advised that I needed to pay £150. Surly individual on other end of intercom short on customer care skills.”
“Difficult to find the right bus back to carpark.
The barrier incorrectly claimed we were £80 underpaid. Took us three attempts to get out of carpark.
Very stressful end to what was a otherwise great trip with some of my family.
Thank you for a very poor service.
Everyone else at the other 2 barriers were experiencing the same problem. Total nightmare and worst time and place to happen. Miles away from airport and at midnight. Service needs to be far more robust and reliable.”
“Our flight was cancelled the day before our trip and when we called to cancel we were unable to get a refund. I would have thought we could have received a refund for some of the remaining days.”
“Exit barrier tried to charge us £280 when we had prepaid!
No one available to help.
Luckily tried another exit which did let us through, but I could easily have paid after a long flight and just wanting to get home”
