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. 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 and 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 signage to the multi story car park needs to be improved. The cost has doubled since I was last there to a ridiculous level. Parking fine. Fastpath a bonus. Would like to include fastpath back on the ticket as well.”
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
“I regularly use this car park and generally find it good. However, I made a mistake entering my exit time as 7 a.m. instead of 7 p.m. I ended up leaving the car park last night, only to be charged an additional £15 on top of the £43 I’d already paid for parking from 4 a.m. Monday through what I intended to be 7 p.m. Tuesday. While I understand the error was mine, the additional charge feels a bit harsh. So make sure you dont get your times wrong!”
Thank you for your review. We would always encourage customers to review their e-mail confirmation to ensure that they have booked the duration that they require for their parking otherwise, you will be charged an overstay fee for the car park that you are in.
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
“Advance booked Edinburgh Airport car park on-line twice this year, and on both occasions payment was also subsequently requested on exit. Though resolved on each occasion when contacting staff through intercom system by quoting booking reference and car registration, nevertheless delays the process of exiting.”
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 and I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“I booked parking at the Long Stay Car Park online several days before my trip to the airport however I did not receive a booking confirmation by email, which resulted in panic before I left home because I could not be sure that I would not have any issues, despite seeing the charge on my bank statement. I tried to call to get a confirmation but that was impossible mainly due to the automated answering system being difficult to navigate and then, when I got to the right place, I was informed that the "office hours" meant that it was only available until 2pm. Moreover, despite the website saying that there was a voicemail service for leaving a message, this was not the case and my call was abruptly ended after spending a lot of time getting to that stage of the automated service. I also tried to send an email so that I could get a confirmation and ressurance of my booking (in that I was not going to be charged extra) ahead of my return from my trip 48 hours later. I was disappointed to receive an automated response from the Zendesk ticketing system to say that the aim is to respond "within 8 working days", which was not going to meet my needs. Thankfully, there was no issue when I returned to my car and exited the car park, but it was very frustrating to not be able to get confirmation of my booking. I usually use the Secure Airpark service outside of the airport and get the shuttle bus, which always works fine but I chose the airport car park this time for a change and for a bit more control of my time upon return to Edinburgh. I think I will stick with what I know next time!”
Thank you for your review. I’m sorry to hear about the difficulties you experienced with your booking confirmation and our customer support. It's understandable that not receiving confirmation can lead to unnecessary stress before your trip. We are currently reviewing our automated systems and communication processes to ensure they are more user-friendly. Your feedback is invaluable, and we'll work on improving this for future customers. We’re glad to hear there were no issues when you returned, and we hope to have the opportunity to serve you again in the future.
Kind regards,
Customer Support Team
“On return for my car it was so far away I would have been cheaper and it would of been nearer the airport entrance also I still had to pay an extra ticket fee of £6 on leaving the car park.
Won't use this fast park again”
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
“I wanted to share my recent experiences with your Long Stay Parking service, as I've encountered significant issues on multiple occasions this year.
On two separate trips, I faced complications when attempting to exit the parking. The first instance involved the machine prompting me to pay around £500, indicating that my booking hadn’t been registered correctly. Fortunately, I was able to resolve this after using the intercom.
During my most recent visit, the machine couldn’t read my ticket, which again required intercom assistance. This time, the staff member initially struggled to locate my registration in the system, resulting in a delay of about five minutes.
These issues are a stark contrast to the smooth service I previously experienced, and I use this parking facility frequently. The recent complications have made me reconsider the reliability of this service. I would appreciate it if steps could be taken to prevent such occurrences in the future.”
“Complete profiteering. £110 for 6 days parking? Unfortunately I had no choice as a last minute business trip came up. I guess EDI likes to prey on small businesses.
The ticket barrier is extremely irritating too. Why do I need a paper ticket when I have an online reservation and you have ANPR cameras? To make it even more irritating, on the way out the machine won't open the barrier until you take the ticket back. What am I supposed to do with an expired paper ticket? Why do I even need the paper ticket when I have an online VAT receipt anyway?”
“The parking was fine. However having pre-paid, at the barrier I was asked to pay £175.00.
This was sorted out for me when I asked for assistance but there's clearly an error in the
system!”
“Admission was a shambles but helpfully staff at check in post helped. Tried to charge me an extra £6 to depart which was wrong, took ages for someone to answer phone from barrier”
“Too expensive but very convenient. No registration recognition on exit and card did not work in machine. Not helpful at 0300 hrs after a long flight! Use the inflated price to invest in equipment!!”
“Disappointed: key was ‘not available’ on arrival, and; to find the dirty charging cable left on my back seat leaving stains - why not return it to the case in the frunk?”
“Arrived and the barrier wouldn't recognise my number plate. Contacted gate via the itercom and they prompted the parking ticket to print. When leaving, again my number plate wasn't recognised, and when entering the ticket to the barrier, was advised I owed £195! Contacted the gate again and they let me out.
Technologly looks like it might need some assistance.. Though the people were nice and quick to help so a couple stars for that.”
“The FastPark was overbooked and there was no space so I was directed to level 5 for parking. As I have a blue badge the attendant found a non regulation space to leave my car in for which I was grateful.
However, I don't think you should overbook the car park. Being redirected to the top of the multi-storey car park is NOT what I paid for, and negates the benefits of FastPark. The kind help of the attendant earned you the 2 stars!”
