“I had no serious issues (no punctured tyres as other reviews suggested). However, the car park is not kept clean very well - or at all. There is quite a lot of random debris and trash.
Finding your way from the car park to the airport terminal is also not that easy, especially at night. There are no real signs and there are no walkways/sidewalks through the car park at all that would guide you there.
Even exiting the car park with the car proved to be a nuisance for me as there were no exit directions at all from where my car was parked.”
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,
Our long stay shuttle bus was suspended in 2020 and the car park is an approximate 12 minute walk to the terminal. 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.
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.
Kind regards,
Customer Support Team
“Parking is great and very close to the airport. prebooking and pre-paying saves a lot of hassle.
Not sure why but I was told to pay an extra £125 on attempting to leave the car park. I spoke to someone over the intercom and they asked for my car reg number then after a few minutes the gate opened.
just a simple sorry for the mistake would have been polite instead of making me feel like a nuisance for something were I didn't do anything wrong.”
Thank you for your review,
I'm pleased to hear that you were happy with the location of the car park and the pre-booking process.
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“I just don’t understand why they no longer run a shuttle were. Presumably a cost saving measure. Pedestrian access is poor and the dedicated walkways, marked with plastic barriers, have deep puddles after heavy rain.”
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
“The expected route from the car park to the terminal and vice versa was not obvious. There were no obvious signs at either end. Otherwise the car park serves its purpose.”
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
“Easy to book and pay, simple to park when at the airport. The only downside is 2 of the last 3 visits we couldn't exit at the barriers as the number plate was not recognised the first time and a bill for £150 for the stay in November!! All cleared up after 5 minutes of waiting at the barrier for the attendant to sort out.”
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 however I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Great parking place. However, the signposting for the entrance is really poor. On the last 2 occasions I have missed it and paid £5 for a quick trip through the drop off area.”
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
“Sign posting for the multi-storey car park is not good and entry to this is not straight forward.
We did not see any signing at the mini roundabout and were in the drop off area before we knew we had passed the correct exit. This cost us another £5 just to drive thro and we had to go round again, which was very frustrating. We had to go to the 4th floor to find a free spot and the up and down ramps are pretty tight for space.
The parking itself is fine, although the bays are a bit narrow.
It is not possible to load or unload your luggage from the rear doors of a family sized car.
You have to park in the walkway unload, then repark in a bay.
All this takes time and really defeats the whole purpose of paying more to park closer to the terminal.
We will not be using the multistorey parking again as offsite parking does not take any longer and is a lot cheaper.”
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
“Fast park:
Drop off - excellent.
Collection - signage to locate pick up poor. Location of car within car park given by the machine as “RB36,” was actually B36, and “RB” doesn’t exist as an area.
Exit signage from car park was limited, and hard to see in the dark.
Overall - fine, but scope to improve pick up experience without too much effort.”
Thank you for your review,
I'm pleased to hear that you were happy with the drop-off process.
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.
I'm sorry to hear that your car was not in the indicated space, if ever faced with this issue in future we have staff onsite 24/7 who will be happy to assist you.
Kind regards,
Customer Support Team
“Booked the multi story. The car park itself was well maintained with excellent access to the terminal. The main issue was it's not entirely obvious how to get there, with it being fairly badly signed and you having to go through the ground level parking to get there, which involves taking a ticket from the initial barrier, driving through one car park, then inserting that ticket into another barrier to actually gain access. The process of exiting was very smooth but entering could have been made easier.”
Thank you for your review,
I'm sorry to hear that you found the entry process to be unclear. For future reference you can find the step by step instructions within your booking confirmation.
Kind regards,
Customer Support Team
Thank you for your review,
I'm sorry to hear that you experienced an issue when retrieving your vehicle. For future reference we have staff onsite at all times who will be happy to assist you in an issue ever arises.
Kind regards.
Customer Support Team
“On arrival, the fast track parking could easily be missed as it was not very clear on entering, giving the key was straightforward however upon return I found that my car was parked further away than I expected and I couldn't get into my boot as it was parked too close to the barrier, I had to move my car out so I could open the boot and put luggage away, for the amount I paid I would expect my car to be parked more conveniently and closer”
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.
I'm sorry to hear that you found your car to be parked further away than anticipated, if ever faced with this issue in the future we have staff onsite 24/7 who would be happy to assist you.
Kind regards,
Customer Support Team
“Usually we have a fabulous service however, on arrival we informed the man that my knees were bad and please could we drive to the next front lane, he refused and directed us to the very last parking spot at the end of the lane.
On arrival we scanned our ticket which directed us to an empty box - which was very worrying-we then had to find an attendant who explained that the last person had not closed their box!! It would be a good idea to have a notice by the scanner asking guests to close their box when they have collected their keys”
Thank you for your review,
I'm sorry to hear of this issues that you encountered when entering the car park, our staff are always happy to help where they can therefore I would like to apologise if this hasn't been the case on your recent visit.
There is a message on the screen after customers collects their keys to confirm they have removed their key. Once this has been confirmed the locker will shut. It sounds like the customer before you has not done this meaning the locker would stay open and empty.
Kind regards,
Customer Support Team
“I had to buzz the intercom on leaving as the machine stated I needed to pay 75 pounds even though I’d prepaid. The man on intercom very helpful though and got me through.”
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
“Our return flight was delayed, contacted the company to extend my parking by 12 hours, did not receive a reply until after I returned home, along with a £50 additional charge for an additional 11 hours of parking.
It could of been prevented, will vote with my feet in future and source other parking in the vicinity.”
Thank you for your review,
All information on how to extend your booking can be found in your booking confirmation and our customer support team are unable to extend your booking for you.
I understand the frustration that will have been caused by the flight delay and I’m sorry to hear that your delay resulted in an additional charge at the car park barrier. As advised in our terms and conditions, if you enter or exit out with the grace period, you will be subject to our roll-up rates as the time you have occupied was not pre-planned.
Kind regards,
Customer Support Team
“The airport parking in general is confusing and expensive the nearer you get to the terminal. Going in and straight out after going the wrong way cost me a tenner.
Fastback parking was a very good service and I would use this again. Staff helpful.”
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.
I'm happy to hear that you were happy with the FastPark service and we hope to welcome you back soon.
Kind regards,
Customer Support Team
“I do like the parking, but the long stay car park misreads my number plate every time and I have to contact an advisor at the gate and keep my paperwork handy. Also, having no buses is a bit inconvenient given our inclement weather. That said, it is cheaper than the nearer car parks which is good.”
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.
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
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
“Put in wrong info when booking was unable to amend so had to cancel and re book.I had to pay extra £20 because it was a week closer to arrival date.
Was unable to speak to anyone to resolve this.”
Thank you for your review,
As per our terms and conditions, you can amend a booking free of charge, up to 24 hours before it is due to commence. This means we won’t charge you an admin fee for the change however, there may be a difference in price.
Kind regards,
Customer Support Team
“Visited Multi-Storey Car Park and paid for Fast-track. it's very difficult to know whether there is 'actual' car parking spaces available as the LED Parking Spaces NEVER aligns with what actual spaces are available. On this occasion I found a space and after going along the Bridge I was confronted by a part building site and a balfour Beatty Operative and a pallet truck with Construction Materials. They were using the access bridge to bring in building materials. I managed to squeeze past and after navigating the badly sign-posted maize I got to fast-track. Which was so busy that you hardly felt the benefit of fast-track. This combined with poor sign-posting at Fast-track Passport Control makes me question the extra price being paid? I also note that for large cars the Car Park entry is very tight with cones.”
Thank you for your review. We currently have a Security upgrades project underway which will future-proof our Security hall for the coming years. The only way we have of getting the equipment that is needed into the hall is to use the FastTrack bridge. We try the schedule the work when the least passengers will be using the hall and overnight however on occasions this isn't always possible. Sorry for any inconvenience caused.
Kind regards,
Customer Support Team
