“I’m sorry to give this review as I trusted and paid for this service but on our return our car smelled like McDonalds and there was 36 miles used on our car, quite frankly, I feel like we have been violated and will take this case further!”
Hello Ellen,
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 have been absolutely dismayed with the lack of customer service and support available to your customers with regards parking at the airport. Due to a glitch with your website, my booking (which I had selected to begin 11th July) instead was confirmed to begin the day immediately following my booking. I therefore could not amend this booking online, and as there is no option to speak with your team on the phone I was forced to resort to sending an email asking for support with this issue. I did not receive a response until several days later, by which time the incorrect booking had already commenced. When I did receive a response the advisor had quite evidently not read my email at all - and simply wrote that they "would like to apologise that [they were] not able to respond to [me] by the start of [my] booking however, [they] hope that [I was] able to enter the car park with ease". This issue has cost me a significant amount of money, and in the complete absence of any assistance or support I am now faced with having to pay the same amount of money all over again so as to secure my booking for the correct dates. This is something that I'm sure would have been easily resolved on the phone immediately after I received the booking confirmation, if you facilitated this as an option - and the error was easily provable as I obviously have flight bookings which would confirm the correct dates for parking. I am incredibly disappointed with the service I have received and with the attitude of the individual who did eventually respond to me, and from whom I have not had any further contact since a brief back-and-forth via email on 2nd July. I will have no hesitancy in telling everyone I know about this (frankly disgraceful) absence of care towards your customers, and in future will make sure that I book airport parking with one of the third party providers near the airport, regardless of how much more inconvenient this may be, and will be sure to recommend that others do the same.”
“Because I made a honest mistake of landing at 2am and forgetting the date changed from the sixth to the seventh of July I was charged £60 pounds extra, as I am registered disabled its money that's easy for you to take and money I cannot easily replace,so thanks for ending my holiday on a happy note.”
Hello Stewart,
Thanks 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 paid for Fastpark where they park and take care of your car for a fee.
On return my car was dented. Staff took photos but since ignored me. No contact at all.”
Hello Steve,
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
“Due to the inability of Edinburgh Airport to keep Royal Highland Show traffic out of the airport road system itself, the entire road system ground to a halt. The bus supposedly taking us to the terminal crawled fifty yards out of the car park before everyone onboard who could, grabbed their luggage and left the bus - facing a long walk across roads and broken surfaces with heavy luggage and hand luggageto the terminal. Edinburgh Airport is frankly unfit for purpose these days. Has grown too big, too quickly.”
“Software once parking the car is glitchy. Asks for information that had already been provided when booking, after re-entering the information it did not work and had to come out and start again.
Car was then relocated by parking staff for the week. At 5:14am the car was parked where I was to pick the car up. There was a lack of signage when coming out of arrivals to where I was to go. I picked the key up smooth no issues ( really could have been an electric code rather than a barcode on a receipt ) but when getting to the car at 4:45pm it had been sitting all day unlocked in the car park. For £150 (managed to have a discount this time to £135) a week I’d expected seamless software not having to re enter information previous entered but above all would have expected my car to be locked and looked after properly.
Should have stated to take note to what lane I had parked in when dropping the car off.
Better signs required to leave the car park.”
Hello Tim,
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.
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.
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
“Every time I use mid stay car park I prepay. However when exiting the barrier digital dispaly wants me to pay over £400 before I can exit. I always stay for 2 to 3 weeks. Every time this happens, the last Time I pressed the buzzer for assistance and it took several mins for someone to reply. Sorry to say that this is very poor service”
Hello,
Thanks 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.
Kind regards,
Customer Support Team
“EV users be warned. We paid for parking and EV charging. Due to (in their own words) "a known error in their picking system", the car was not charged. This is not an ideal thing to find out at 4am when you need to drive 200 miles with 2 small children. I was told at the time that they would cover the cost of a fast charge and I would be refunded for my parking. To date they are refusing to refund the cost of the charge stating that £25 of the parking charge covers the charge. I am unsure how they reach this cost as they have charges that take 7 hours on average to achive full charge which costs me approx £4 at home. The fast charger cost me less that £20. Advertised as "super convenient" on their website - it definitely was not.”
Thank you for your review,
I can see that you have been in contact with our support team who refunded your full booking as a gesture of goodwill.
Kind regards,
Customer Support Team
Thank you for your review,
We have many different contact methods such as our online form, live chat and socials media.
If you have booked refundable parking this can be cancelled up to 24 hours before your booking is due to start as per our terms and conditions:
https://www.edinburghairport.com/help/terms-and-conditions/car-parking
Kind regards,
Customer Support Team
“Service was great with the car park until we collected our car. At the first barrier I was confused and got assistance no problem.
When at the second barrier to exit it would not take the card and wanted 6 pounds. I tried for assistance but did not come quick enough as at this point a Que had formed and we had already been delayed and were in a hurry to get home so I reluctantly just paid it.
I have since e mailed fast park and given a customer service e mail which is not recognised so also a lot of time wasted.
Due to this I would not book again which is a shame as it was so close and no problems with the helpful staff.”
Hello Sharron,
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.
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
“On returning to fastpark my key couldn't be found although the car was parked. After 25 minutes the staff found the key. Not impressed at all with the service.”
Hello Samantha,
Thank you for your review.
I am sorry to hear that you never had a pleasant experience with our FastPark team. I will pick this up with them to stop this happening in the future.
Kind regards,
Customer Support Team
Thank you for your review,
If you have booked refundable parking this can be cancelled up to 24 hours before your booking is due to start. As per our terms and conditions, we are unable to offer any refunds or vouchers for bookings that are made but not used:
https://www.edinburghairport.com/help/terms-and-conditions/car-parking
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
Hello,
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.
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
“Although our plane delayed by an hour had to wait ages for bus, which has very little space for cases. Not fit for purpose. On exiting machine stated we're told outstanding balance of £135. This was paid at time of booking. When pressing intercom button eventually got someone who was told of the problem. My husband had to ask several times if he was still there. No response. Eventually barrier raised. NOT IMPRESSED”
Hello Linda,
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.
Kind regards,
Customer Support Team
“Rubbish. Took 15 minutes to extricate myself from your car park. Poor planning of exit roads meant queue of traffic trying to turn right onto busy road.”
Hello,
Thanks for your review.
I am sorry you never had a seamless experience in our carpark, I will pass this onto our car parking team to look into.
Kind regards,
Customer Support Team
“After paying £50 for the two nights parking on exit to find it was going to cost me £175 to exit the barrier as said I had parked in wrong carpark.
If I had parked in wrong carpark it shouldn’t have let me through the barrier.”
Hello Laurie,
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
