“Apparently I parked in wrong car park
This was where I always park when I holiday park.
This time my ticket didn't lift the barrier and instead asked me to pay£600!
Thankfully your attendant decided to help me out.
Clear instructions must be provided in future. I'm still unsure where I should have parked!”
Thank you for your review.
I can see that you booked FastPark and this would be stated on your booking confirmation along with the directions to this car park. I'm glad to hear that our car parking team was able to assist you on the day.
Kind regards,
Customer Support Team
“You pay the extra for convenience but the first thing we knew that there was no link bus was reading a poster at the pick up point. Had to walk in the heavy heavy rain. Also route very unlevel. Hated every minute and won’t do this booking again”
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
“We were in the long stay and knew there were no buses. We found it difficult to find our way into the airport due to poor signage. On our return in cold and rain we couldn't find the walkway and ended walking with suitcases on main road, a roundabout and over tramlines. Inadequate signage and dangerous. Why no buses?”
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
“Flight would have been 2 hours late, but EDI closed overnight. We ended up almost 19 hours late, and got hit with a £66 overstay charge - more than was paid for the entire week before. Nasty. Only after complaining was it reduced to £20. Still unreasonable.”
Hi Ian,
Thank you for your review, I am sorry to hear you did not have a positive experience whilst travelling through our campus.
You can find instructions on how to proceed if you require to spend extra time in the car park than originally booked within your confirmation email.
As per our terms and conditions, if you overstay your booking you will be charged at non-pre-booked rates, and you can find these on our website.
I am glad the car parking team was understanding and as a goodwill gesture have reduced the charge.
Kind regards
Customer Support Team
“Number plate recognition didn’t work AGAIN on entry, so you have to ring up on exiting to prove you had already paid - tiresome! Why not sort this frequent problem 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
“Unfortunately I was unable to use my booking. British Airways cancelled my flight with less than 24 hours to go and therefore I was unable to amend my booking. So no good to me at all.”
Hi,
Thank you for your review.
I am sorry your flight was cancelled within less than 24 hours prior to schedule.
As per our Terms and Conditions, car park bookings are amendable up to 24 hours before they are due to start. As the cancellation was out with your control, I advise you to get in touch with British Airways, as they may be able to offer further assistance.
Kind regards,
Customer Support Team
“I paid for Terminal Parking , but received no confirmation. Worried that we had no parking and no reply , we made another booking which gave an immediate confirmation code. There seems to be no way to contact anyone and now I am out £63.99 for nothing. On the day of return our exit ticket came with £160 ! Fortunately the attendant was on hand to sort things out.”
Thank you for your review.
I can see that you have been in contact with our customer support team who has responded to you and resolved your issue.
Kind regards,
Customer Support Team
“I pre-booked terminal parking online but when we tried to leave we were asked for £320. The assistant said I hadn't booked terminal parking, but I had, I had another booking for mid-stay parking for a future holiday which he seemed to be looking at. He did let us leave.”
Hi Anne,
Thanks for your review.
I am sorry to hear of your recent experience whilst travelling through our campus.
It's unclear what may have occurred in this instance, but I can confirm it was an isolated moment.
I hope this experience will not deter you from using our car parking services in the future.
Kind regards,
Customer Support Team
“No assistance by phone at all. Our first flight was delayed just under 3hrs meaning we then missed the connecting flight back to Edinburgh. Couldn’t fly back til the next day so tried online to find a number to call and actually speak to someone rather than the useless “live chat” function. Understood that we would need to pay extra for extending another day but it is not very simple on the website to see how to do this, or to see the rates as it just directs you to get a quote on the live chat again. Me and my partner have already had to pay over £800 for 2 new flights/accommodation for the night/travel expenses etc then to find out at the barrier that for less than 24hr your carpark is charging us a further £60 for this extension? The ticket shows it looking as if my car had been there since the 8th, which I had already paid £39 online for 8-11th parking. I should not have been charged for all of these days on top of just that 1 day extension. As there is no number to call to actually speak to someone I feel that we have had no help at all from your team.”
Hi,
Thank you for your review.
I can see you have reached out to our customer support team and have received support on this matter.
I can confirm information on our non-pre-booked car parking rates can be found in the Drive Up and Park Section on the Edinburgh Airport website, which is a sub-category of the Parking menu on our front page.
Instructions on what needs to be done to extend an active booking can be found in your booking confirmation email.
Kind regards,
Customer Support Team
“This was a shambles on Saturday returning from my valencia break
50 mins I waited on my car being returned to car park
It was an absolute joke
No one tells you the car is being driven in a 3 mile return journey
There was no buffer in place re time of car being there prior to flights . I.e 6 hours before to cover any staffing or business issues
You caused chaos to my travel plans as I had a Frankfurt flight from Glasgow the following morning
I could have collected my car from conventional car park and drive home in the time I waited for my car
Utter disgrace
I have been refunded but that is not the issue and I will be writing to complain when I hade returned from current business trip”
Hi Karen,
Thank you for your review.
I’m sorry to hear that your car was not ready upon your return, and I understand the frustration that will have been caused. Our FastPark team are working hard to deliver an excellent service.
I hope your previous experience will not deter you from using our facilities in the future.
Kind regards,
Customer Support Team
“4 things:
The pedestrian barriers are erratic, badly signposted and incomplete.
Same for the exit signs, and the main entrance is almost impossible to see in the dark and rain.
The ticket machine has such a bright screen you cannot see the other buttons or contactless pad. I needed to use the torch on my phone.
Meanwhile rain pours into your car through the open window, why is there no canopy?
Overall very poorly designed and maintained.”
Hi Graham,
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.
We are always looking to invest of the development of our infrastructure to offer a seamless experience to our passengers, and feedback such as yours will not go unnoticed.
Kind regards,
Customer Support Team
Hi Garry,
Thank you for your review.
As advised in our terms and conditions, any reports of damage must be made to us prior to exit from our car park. This enables us to view the damage and begin our investigation process. Once your car has left our facility, we have no way to track the movements of your vehicle or verify where any alleged damage occurred.
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
Thank you for your review.
I understand the frustration that will have been caused by your 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
“Disgusting. My phone went down so couldn’t find e.mail. No one to help, no one to answer phone. I ended up having to pay £190 on top of the £64 I had already paid. I wasn’t the only one complaining.”
Thank you for your review.
If you believe you have been charged incorrectly, 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
“Outgoing was easy and straightforward however on return I was quoted £150 and it is the third time in less than two years this has happened. Having always pre-booked our parking I eventually succeeded in exiting the car park without penalty seemed very confusing for an easy option”
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
“Booked the ‘plane parking’ which said it was a 1 minute walk to airport to then get an email saying it was closed and was upgraded to long stay which had no bus service but a 12-15 minute walk. With 3 kids not great. Tried to call to upgrade to short stay. Couldn’t get through and not obvious to change in booking.
Gates didn’t recognise car on arrival so couldn’t get in and had to speak to someone to get out without paying the extra £190 .
Overall poor.”
Thank you for your review.
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. For future reference you can amend your booking by using the Manage My Bookings page.
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.
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
“Firstly I was directed by e mail to stay in the Long Stay car park - not what I booked. Then the information said the number plate recognition would open the barrier and issue a ticket - it didn't and I had to press a button to get a ticket. I did give it a fair amount of time and also had a car behind me which pressurised the situation. It was only when I returned and was preparing to leave I noticed that my ticket did have my registration on it and was able to leave. I did not check it after I entered as we were concentrating on parking and finding the exit - which was far from easy. At best the whole change of car park, the lengthy information on the e mail and lack of any information in the actual car park - which is vast - was misleading and difficult.
Finding the exit presented the next problem - no staff anywhere, poor signage although it was 4 am. Not nearly good enough on your part.
The return journey was stressful until I noticed the ticket which helped. Overall I would be unlikely to book on site again and return to off site parking. While I appreciate you are making changes and upgrading car parks etc this should have been all the more reason to have help on hand for a first time user like me.
Terrible experience.”
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.
Staff are available 24/7 via all intercoms on the entry/exit barriers. You can also visit the car parking office on the ground floor of the multi storey car park should you wish to speak to someone.
Kind Regards,
Customer Support Team
“I have previously always used Edinburgh Airport Parking and had issues. However this time, I have an issue. My return flight was delayed and I have been charged for that a substantial amount versus what I paid in advance”
Thank you for your review.
I can see that you filled out a feedback form and our team has responded to resolve your parking charge.
Kind regards,
Customer Support Team
