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.
Kind regards,
Customer Support Team
“I was very disappointed to find that my radio had been tuned to a station that I never use and more importantly my air conditioning settings had been changed and then turned off.”
“All OK until we tried to leave when we got a message on the machine that we were doe £85. Called the office and gave some details. That did the trick and barrier was raised but it caused anxiety and we got neither an explanation nor apology”
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
“The overall concept is brilliant. However, is there any need for the vehicle movers to:
a. Play around with the radio settings and leave them on a station that I never ever use
b. Adjust, and then leave the individual temperature settings both at 25.5C
More critically, when I returned on 8th June night, there was a definite 10cm scratch/scuff mark AND a chip on the paintwork on the left rear corner that was certainly not there when I left the vehicle with you on 31 May. You supposedly took FULL allround images of us entering your car park, and can I'm sure verify this to be the case. Understandably, none of your operatives will ever admit to knowing how this scratch and chip came about, and the damage is something that I will just have to accept and sort out at my own cost, but I do want to make you aware of its occurrence. Accidents can and do occur, and even an acknowledgement and admission of what had occurred would have been vaguely acceptable, but covering it up and hoping that the damage does not get noticed by the owner is not an honest thing to do.”
“Easy enough to book, entry and exit were good and having the direct route to fasttrack security is also a benefit. However it can be a bit of a nightmare actually trying to find a parking space - I was assuming the digital displays would show how many free spaces there were but either they don't, or they're just not working. Best to allow 10 mins once inside the car park to actually 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
“My return flight was cancelled and had to book a flight for 2 days later. Very difficult to find out how to extend parking. Had to book at pay 2 more days parking on separate booking!”
I’m sorry to hear that you didn’t have a pleasant experience. We do advise you in your booking confirmation that if you do require an extension that a second booking is needed.
Kind regards,
Customer Support Team
“Badly signposted, barriers everywhere, and idiots parking in places where they really shouldn't made getting out of the car park not very fun at midnight.”
“We contacted yourselves to advise that our flight details had changed and that we would be returning later. However were aware of 6 hour time allowance. Sadly our flight was delayed also.
We received no acknowledgment of our email and had difficulty leaving the car park late at night and found the experience confusing and stressful. We paid another £4 to enable us to leave the car park.
However do feel that having no one available to speak to added to our stress.
Not an ideal set up at all”
“It is too far to walk from long stay to the terminal especially if it's raining, you are disabled or you have a lot of luggage and children. A shuttle bus needs to be installed”
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
“Confusing signage meant we were unsure if to go up the ramp or if that was something else. Ended up paying £4 to get out and then come back in again. Arriving home, the signage was again unclear and we didn't know which direction to walk to find the car again, which at 3am wasn't great. Actual parking, key drop off and key collection was fine though.”
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.
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
“Despite paying in full, couldn't get the barrier to let us out, kept saying outstanding balance of £300 not what you want to hear returning from holiday, eventually got it sorted. We had paid in full glad l had taken receipt with me.”
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
“Actually O.K. apart from being asked for an additional £510 on my return (having already prepaid for my entire stay)!
Reason given was that I changed my car details from my original booking - although I had advised of the change and it hadn’t stopped me gaining access on arrival 10 days earlier.
Anyway it was resolved quickly.”
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
“Customer service is not good.
Flight was cancelled and was unable to rebook an extension on the parking as it said no slots were available. Customer service wouldn't help just said would have to pay the extra charge for over staying the extra 6 hours grace period and then try claim back through the flight company. Not willing to help at all meanwhile flight was cancelled right at the end of the day so spent late into the night trying to sort route back to Edinburgh.”
Thank you for your review.
In this instance we would encourage you to contact your travel insurance provider to enquire if you may be entitled to a refund via their cover.
Kind regards,
Customer Support Team
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.
Kind Regards,
Customer Support Team
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.
Kind Regards,
Customer Support Team
“Car park was well signed posted, but upon leaving car park after holiday I put ticket in at barrier and it said I owed £250 even though I’d pre booked it online. Was told I shouldn’t have taken ticket upon entry, that’s why it said £250. Barrier didn’t go up upon entry so I thought I had to press for a ticket. Bus was only 5 minutes from airport so nice and easy”
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
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
“Arriving at car park was straighrforward. Finding one's way from the car park to the terminal, and indeed vice versa, was a nightmare. Inadequate signage in both directions. Each time we had to scramble over roadwork fencing, walk up/down the car ramps to get anywhere. Better signage definitely required.”
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
