“Didn't receive the email I was promised after booking...it might have helped to give directions. Couldn't find way in to multi story.
Ended up going through Fastback Parking & the attendant directed us from there.
Because of one way & with cars behind, there is pressure to keep moving. Very stressful.
Bridge to security was closed/locked.
Multi Storey attendant on Level one was very helpful.
With regard to next question, I dont think I could recommend Multi Storey Car Park.”
Thank you for your review.
If you did not receive your booking confirmation it may have landed in your spam folder however if this was not the case we would encourage customers to reach out to us so we can resend the booking confirmations.
Directions for the multi-storey car park can be found online and are also signposted on approach to the airport. I'm pleased to hear that our parking team were able to assist you in finding the car park.
Kind regards,
Customer Support Team
“Everything was perfect using FastPark until trying to exit the car park. I took a ticket at the barrier to leave the FastPark area as instructed then drove to the main exit barriers to leave the airport where I was then charged a further £4.00 on the ticket I had taken. I tried to call for assistance but nobody answered and I was causing a queue so I had to pay the £4.00 to exit. This cannot be the right system surely. I'd appreciate a reply if possible.”
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
“No shuttle bus is not acceptable. I don’t mind the walk when weather is fine but the signage for pedestrians is very poor. The signage for cars to find the way out is also very poor.”
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.
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
“When we booked I am sure it was referenced as a 12/15 minute walk, it sure is , plus it's a maze trying to find the exit , walking routes are not greatly visible , in summary you need to be fit to park here and either light luggage or luggage with wheels is a must , knackered by time we got to airport”
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
“Recently used the terminal surface level car park 7-21 March. The car parking arrangements have changed since I was last there. The directions to the car park sent me round to the back of the site where staff parking is located. It was confusing where to go when entering the car park as one used to be able to dive fairly close to the departure doors - no longer the case. Ended up parking alongside the multi-storey car park in a blue badge bay and then had a long walk back to departures. On return, no signage whatsoever on leaving arrivals to find our way to get back to the car park. We wandered around for a while trying to find our way. Finally saw someone who was I think connected with the bus station who directed us through a pick up point to an office. Person in that office directed us through a set of unmarked doors which brought us out near departures. We then could walk back the long distance to where the car was parked. I think Edinburgh Airport parking needs to do better.”
Hi John,
Thank you for your review.
I can confirm you can find directions to your booked car park within your confirmation email, as well as on the Edinburgh Airport website.
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
“Entrance to Multi Storey is too narrow and tight. Multi storey itself is not clean in all areas. Bays are too small. All parking is way too expensive.”
Hi,
Thank you for your review.
I can confirm the size of our entry and exit lanes, as well as the parking bays are the standard size used in many UK car parks.
I can confirm that all our car parks are patrolled throughout each day by our Car Parking team. During this time, the staff members inspect the car park, the road surfaces and remove any debris they come across. As I'm sure you'll appreciate this is a large undertaking for the team and I'm pleased to say they do this well.
During busy periods it only takes a moment to make them appear untidy, which is disappointing when first impressions count in this instance.
Kind Regards,
Customer Support Team
“Booking calendar is very sloppy, once you select your arrival date, why does the departure date box not then start at the same date. i.e it is 28th March today, I select an arrival date of 01st Sept, so you would think the departure date box would start on 01st Sept, but no it starts on the 28th March.
The Long-Stay car-park has no bus to the terminal (fair enough) but the car-park is not pedestrian friendly, and if you have a suitcase you will have to trail it through massive puddles if it has been raining.
The gate between the Long-Stay & Mid-Stay that you go through to walk to the terminal is not easy to find (if you havent been before).
There are always loads of spaces in the Long-Stay, but folk are lazy and just park on double yellows to get as close as possible to the gate between the long-stay & Mid-stay and nothing is done about it. I saw a people carry on double yellows at 09:30 on the 26th March and it was still there when I returned at 19:00 on the 27th - why has it no ticket or been towed?
The car-park is not pedestrain friendly, you have to walk through puddles, is badly sign-posted and has loads of folk on double yellows....for the amount of money you have to pay, you would thing Edinburgh Airport could do better than this”
Hi Jason,
Thank you for your review.
I can confirm our website booking calendar functions have been created to allow users to book as much time as they need with our services.
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.
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.
Double yellow lines demarcate areas which are not permitted to be parked on and as per Edinburgh Airport Bylaws, under section 5(12) and section 9(7), and whilst we make active attempts to prevent that from happening, this is not always a possibility and for that I do apologise.
Kind regards
Customer Support Team
“Bad points - The postal code took me to the cargo side of the airport, so that wasn't ideal!
I emailed a week prior to arrival to advise I needed an extra day, I was just informed this has been updated. Upon returning from my holiday I was charged £25 for an overstay, more than 50% of my actual fee for 10 days of parking. I informed the person who was helping at the time however he was not interested and was a bit aggressive. No help what so ever. I paid the fee and returned to my car, there was an empty water bottle in the car which was left from one of the drivers. Upon exiting the barrier wouldn't lift advised me I had to pay an additional £4. Once I called through they did waive the fee.
Good points - it is well set up, drive in and its all self serviced which was good. When you return it is easy to understand and the keysafes are useful.”
Hi Miss,
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.
As per our Terms and Conditions, if you use the car park you have booked past its end time and grace period, you will be charged at non-pre-booked rates.
I have reported your feedback to the team, where they will be able to conduct appropriate training to ensure your experience does not repeat.
I am glad that otherwise, you found our service to be of good use.
Kind regards
Customer Support Team
“Booked long stay car park, long walk in the cold and wet from the terminal to the car park. Not suitable for luggage trolley so left partner at drop off area. This area has moved and is now a walk from the terminal to get to it's new location and only has one small shelter which was blocked by luggage trollies making it difficult to take luggage in from the rain as well as being busy with people and cold. The old drop off area was much better location and undercover only a short distance to the terminal which is better when you have several pieces of luggage. All in all not a good experience.”
Thank you for your review.
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.
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
“Long stay is chronically badly signposted for walking to & from the airport and no trolley park at the car park end. You arrive, park, and have to guess how to get to the airport, dragging your case. If you stumble upon the zig zag puddle infested 'walkway' then you're lucky. On return, you have to guess how to get back, since only 'Plane Parking' is signed in the airport....the first signs for Long & Mid parking are beyond the Taxi rank outside. The walk from long term parking is the longest, yet there is no trolley park near the walkway. I fear the trauma this causes to those less able, and doubt suitable provisions have been made under the disability act.”
Thank you for your review.
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.
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.
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
“I use mid stay every week and decided to be nice to my car and go for multi storey. Waste of time as it was full and ended up on the uncovered roof. Twice the price of the mid stay but the same distance to the terminal by the time you drive around looking for a space then get the lift from the roof. Don’t bother !”
Thank you for your review.
I can confirm all information on how to extend a booking is within the confirmation email. All fees are also advised within each car park and on the Edinburgh Airport website.
Kind Regards,
Customer Support Team
“I prebooked multi-storey parking and on entering the car park my number plate was recognised and printed on my ticket.
On leaving the car park the machine did not recognize my booking and requested the full parking charge.
Called via the intercom where I was rudely spoken to by the operator.
I explained the situation - no acknowledgement from him, 60 seconds of silence followed by the barrier rising.
No apology, no explanation, just obvious irritation.
Both the lack of recognition and the rudeness have happened the last 3 times I have used this car park.
Not impressed.”
Hi Teresa,
Thank you for your review.
I am sorry to hear that on your last three visits a member of our staff was rude. We expect every visitor to Edinburgh to be treated with respect. This means our staff being professional, helpful and polite at all times.
During your most recent visit, 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, and I am glad you were able to get help from our Assistance team.
I will share your feedback with the team so that suitable training is applied, and I hope the incidents will not deter you from using our services in the future.
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
“Found the pre paid car parking experience unclear especially as we were rushing to get to the terminal. The sinage is unclear as I thought we have booked for the 2nd floor but we found a space on the third.”
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.
You cannot book a specific floor when making a booking for the Multi-storey car park, you are booking for the car park and the spaces are on a first come first served basis.
Kind regards,
Customer Support Team
“A damp car park with narrow spaces and ridiculously expensive. The number plate recognition didn't work and I had to call to get out; they took ages to answer. A corporate rip-off, like everything else at airports.”
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
“Crammed in like sardines, difficulty in getting a space. Very high likelihood your car will get damaged. My car has received a few hundred pounds worth of damage last time I parked there and Edinburgh Parking don't want to know. Not what I need to be dealing with late at night in the cold and dark. Currently waiting for the police to call me back for an incident number, by which time the CCTV will be wiped...
Also, when leaving the parking area, twice now in a couple of months there has been issue with my booking not being registered properly, the barriers have tried to charge me up to hundreds of pounds. Having to sort this out with the assistant is a complete pain in the backside and very frustrating when you've just returned from a long and late arrival flight. Not sure I'd use again, probably use parknfly in future. At least they're liable if your car is damaged in their care..”
Hi Carole,
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.
We take reports of damage seriously and are prepared to offer support in any potential official investigation.
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 this matter was solved on site.
Kind regards
Customer Support Team
“Drove around the car park for 15 minutes trying to find a space. The car park was full, so had to wait for people to leave. If I’m paying a premium to park at the terminal instead of the long stay, you should make sure I have a space. Not impressed, other than the obvious shorter walk vs the long stay once I did find a space.”
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
