“Pre-booked months in advance to arrive and find no spaces left. Ended up having to drive around and eventually into the multi-storey to find a space. Chaotic and not an enjoyable experience before a flight.”
Thank you for your review. I'm sorry to see that you were unable to use the car park that you had booked. We experienced a surge in demand on the day that you travelled which unfortunately meant we had to move some customers to an alternative car park. I hope it didn't cause you too much inconvenience.
Kind regards,
Customer Support Team
“Easy to locate , good value on booking however Excessive cost of an extra days parking (£65) on return to uk after being stranded in France due to weather.”
Thank you for your review.
If you have overstayed your car parking booking you will be subject to pay the non pre booked roll up rate upon exiting the car park. You can also seek reimbursement from the airline.
Kind regards,
Customer Support Team
“On our outbound journey parking and customer service was good. On our return journey our car was not ready and we had to wait over 20 minutes for someone to get the car. Very poor. I would not use fastrack again.”
Thank you for your review. I'm sorry to hear that you had a wait for your vehicle when you returned. I hope it didn't cause you too much inconvenience.
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. This doesn't happen often but when it does, I understand the frustration that it causes.
Kind regards,
Customer Support Team
“The directions for getting to the multi storey could have included the postcode as well. Also when I discovered my flight was being delayed then changed. I could not get through to speak to someone about a time extension ,also the bot suggestions, questions never included anything about an extension. Outcome of this is that I had to book and pay for an extra day. Only to find out when leaving that I owed £75. Thankfully when I pressed the buzzer for help the guy could see both my accounts and let me through with nothing to pay. But I could have done without the extra hassle after such a problematic flight.”
Thank you for your review. All of our car parks do not have an individual postcode and the postcode for the airport would not take you to the relevant car park on your booking as it covers all of the car parks.
It is set out in all of our confirmation e-mails as well as in the FAQs section of the website that if you do need to extend your booking that you will require a new booking that starts when your current one ends however the system won't link the two automatically and you would need to press the intercom and speak to a member of the team to raise the barrier for you manually.
Kind regards,
Customer Support Team
“I have used the LONG STAY car park for years when the Bus was ferrying people from different parts of this large car park straight to the terminal building. The system worked well and I wouldn't have used any other parking. For the last 3 or 4 times however I have used LONG STAY I noted the ferry bus has been removed and customers are expected to walk a lengthy distance (15 minutes) across a very uneven car park with all their luggage. There is also flooding in the uneven parts all over the car park and the path to the terminal building is poorly marked. Scotland's weather is also very cold and wet and it makes it a misery to use this car park. The removal of the bus was a big mistake (no doubt to reduce airport costs and make the service worse for the customers). On my recent use of the car park we were soaked by the time we made the terminal building. Don't use this car park unless very fit and you have a substantial rain coat!”
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
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
“The lack of a bus for all parks except plane parking is a retrograde step. Fighting for one of the too few trolleys to then wade through the deep puddles to the long stay is a great anticustomer experience. The improvements to the electronics in admin of the reservation are welcome, but the park? New sealing of midstay lacks surface level control and drainage with huge deep puddles. Along with the dirty unwelcoming terminal it's a whole put off.”
Thank you for your review. We have recently started works that will improve the Long Stay car park by resurfacing the whole car park as well an the walking route. I hope on your next visit you see an improvement to the car park.
Kind regards,
Customer Support Team
“Drop off was ok but on arrival back in Edinburgh we required assistance as on of the boxes had not closed properly and our keys could not be accessed. On leaving the car park we had to take a ticket as I presume the number plate was not read and then at the next barrier we were charged a further £6 to leave. Not good and at that point no human to speak to. Not sure we would use this service again.”
Thank you for your review.
If you had pressed the intercom upon exiting the car park our car parking team would have been able to assist you and raise the barrier for you.
Kind regards,
Customer Support Team
“Pre-booked parking. On arrival, entered car park with no issues. When leaving after a weekend away, inserted ticket into exit barrier machine only to be asked to pay £180!
Thankfully easily sorted out by pressing the call bell, however this is the second time this has happened at EDI multi-storey car park.
Get it sorted 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. 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
“Problem trying to exit the Multi Storey car park on 17th. System didn't seem to recognise car or ticket. Had to seek assistance to exit. Not confined to my caras queue in front with issues.”
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
“Easy to book. Driving in and parking was all very easy. Leaving on the other hand… system didn’t issue a ticket going in, this was met with a very rude response on leaving. After some
Head scratching we were released!”
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,
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
“Plenty of spaces on arrival, fast track option through security being included is great but YET AGAIN there was an issue when leaving- although we had pre-paid the system did not recognise the fact. This is a regular occurrence, which needs to be rectified.”
Thank you for your review.
There could be a number of reasons as to why there was an issue upon exiting the car park, this could have been that your car registration plate was not recognised, or if you had overstayed your car parking booking.
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. This doesn't happen often but when it does, I understand the frustration that it causes.
Kind regards,
Customer Support Team
Thank you for your review. We will be commencing works in the coming weeks that will see the walking route from the Long Stay car park improved. I hope on your next visit you will have a better experience.
Kind regards,
Customer Support Team
“Unfortunately, although I had pre-paid for parking in the multi-storey, I still found that I was expected to pay once I arrived home and tried to exit the car park. The staff member sorted it out, but it wasn't a good experience.”
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
“The lack of a bus connection to the terminal from the long-stay car park is ridiculous. How elderly, infirm, or disabled passengers, or those with lots of luggage, can be expected to walk 10-15 minutes (at an able bodied pace) from the car park to the terminal is beyond me.
In addition, the car park is poorly lit and the walkway from the terminal is poorly lit and prone to flooding. Walking back 15 minutes to your car from the terminal in the dark and pouring rain must be one of the worst experiences offered by any airport in the world.”
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
“I had pre booked 4 days parking in the multistorey. Getting in was fine. I drove straight in after collecting my ticket. Howver on leaving at the end the barrier tried to charge me £230! I had to phone the intercom and confirm my registration to get the barrier lifted. I had expected my registration number would have been enough given I had pre booked on the registration plate.”
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
“The car park is trashed and there is no clear walkway to the airport. It was pouring with rain and the tarmac is so badly laid there are massive puddles everywhere. In addition, the number plate recognition system did not recognise my car. This was 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.
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
