Hi John,
Thank you for your review and for bringing this matter to our attention.
I can confirm we have flagged this with the appropriate department and we will be working to resolve the issue as soon as possible.
We apologise for the inconvenience.
Kind regards
Customer Support Team
Hi Gordon,
Thank you for your review.
I am sorry to hear of your recent experience whilst using one of our car parking products. If the issue could not be solved on site and you have not gotten in touch with us already, please use the link below and our Customer Support Team will look into this further:
https://www.edinburghairport.com/help/terms-and-conditions/car-parking
Kind regards
Customer Support Team
“Car registration not recognised. Took ticket at barrier. Had paid 26.99 for ticket. Not recognised on way out. Asked for 125 to exit. Had to pay as 11.30 pm with fraught child in rear. Terrible experience!!!!!! In dispute at moment.”
Hi John,
Thank you for your review.
I am sorry to hear of your recent experience whilst using one of our Car Parking products.
It sounds like 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 in the future you find yourself in a similar situation, please ring the assistance buzzer by the barrier, where a member of the Assistance team will be happy to assist you on site.
Kind regards,
Customer Support Team
“Booked parking 3 weeks before flight. Flight cancelled morning of departure. You won’t refund if cancel 24 hrs before booking starts. Flight rules won’t refund parking fees. Not the service I expect from Edinburgh airport.”
Hi Stephen,
Thank you for your review.
I am sorry to hear that your flight was cancelled on short notice.
I can confirm, as per our terms and conditions, our car parking products are available to cancel online up to 24 hours before your booking is due to start. As your flight cancellation was out with your control, I advise you to contact your airline or travel insurer, as they may be able to offer further assistance in this matter.
Kind regards,
Customer Support Team
“I park here at least once a month for two weeks.
there is now no bus service its ok for me i can walk if i was less abled this would be an issue.
the old bus stops are in a horrific state full of rubbish all over the floor from over flowing bins. I am scottish and disgusted i can only imagine what visitors think when they see this.”
Hi Niall,
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.
I'm sorry to hear that you did not find the cleanliness of the bus stops to be up to standards. Our cleaners work continually through the day covering the whole campus.
As the team move between different areas it means there can be periods of time when certain parts of the terminal are not being checked and this can lead to the level of cleanliness dropping below our usual standard. With that being said, all staff operating on the airport campus are expected to contact our cleaning team to highlight an area where attendance is required.
Kind regards
Customer Support Team
“There are no positives to using this facility. Why is there no transport to the terminal? The walk to the terminal is over rough paving which is damaging to the wheels on our luggage, it is also very poorly signposted. On our return, it was easier to follow the signs, but it was raining and we were soaked by the time we reached our vehicle.
At the exit, the barrier didn't open, and the call button wasn't working. Cars were queuing at the other barriers so unable to contact the operator. We spent over 10 minutes trying to exit.
We will not use this facility in future.”
Hi Walker,
Thank you for your review.
I am sorry to hear of your recent experience whilst travelling through our campus.
Clear signage and easily accessible surfaces are 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 upgrading our infrastructure and our wayfinding strategy, and we will ensure feedback, like yours, is brought into the discussion.
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 pricing is on the expensive side but the booking is simple and the process of arriving is easy. However, there is a flaw that is thoughtless at best and outrageously cynical at worst. Our flight back to Edinburgh was cancelled by the airline and we were rebooked onto another flight the following day. We tried to extend the duration of our parking to the next day, but THERE WAS NO OPTION ON THE WEBSITE OR ON OUR CONFIRMATION EMAIL TO DO THAT. When we arrived at the car the next day, we had to pay £50 (!!) for the ticket to get out of the car park. This was more than double the cost of the initial three-night stay.
We are not impressed. If you are going to impose a penalty for late collection of the car, you must provide an easy option to extend the stay to avoid said penalty.”
Hi William,
Thank you for your review.
I am sorry that your flight was cancelled, resulting in having to make use of our car park for longer than originally booked. I can confirm that instructions on how to proceed in case you need to extend an active booking can be found in your confirmation email.
As per our terms and conditions if you overstay your booking, you will be charged at non-pre-booked rates which are not classed as a penalty, and can be found on our website.
Kind regards
Customer Support Team
Hi Wayne,
Thank you for your review.
I am sorry to hear you did not receive your confirmation email.
Should you find yourself in a similar situation in the future and any issue you might have cannot be fixed by ringing for assistance at the intercom by the barrier, please get in touch with us via the form below and a member of our team will be happy to assist:
https://support.edinburghairport.com/hc/en-gb/requests/new
Kind regards,
Customer Support Team
“Faced with an enormous bill having prepaid. The system did not pickup booking. Very stressful at 11:00pm after along day travelling. Eventually sorted out but we will not use you again. Very dissatisfied customer!!”
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
Hi John,
Thank you for your review.
I am sorry to hear of your recent experience whilst travelling through our campus.
If you believe your car was damaged whilst in our care, I advise you to contact Police Scotland and we will be happy to provide any support we can.
Kind regards,
Customer Support Team
“I drive a BMW X5 - so a performance vehicle. First time I have used this parking service - the as such service is very good, HOWEVER I carry a few items in my boot - they all have a particular spot leaving as clear an open space as possible - I absolutely know how I left the boot because I had to have sufficient clear space for 2 large suitcases, but it was very different when I returned - items were strewn all over the boot (shopping bags of weight, pack of 3 golf balls, plastic box with site boots inside so of some weight) - now I cannot prove it but the rear view mirror had been adjusted so car was clearly taken off-site and parked elsewhere and on traveling there / back clearly has been thrashed about to cause this (no other reason to be in boot and move items either) - so as i say cannot prove it but am clear in my mind and I'll certainly not be using this parking again or recommending it to anyone else”
Hi James,
Thank you for your review.
I am sorry to hear you found your personal items in a different position in your booth.
As per our terms and conditions, when you book valet parking or FastPark you agree to let a member of staff drive your vehicle and park it at a location on Edinburgh Airport campus. After you've dropped your vehicle off one of our fully trained team will drive it to our secure on-airport site for the duration of your trip. It will then be returned to a FastPark bay in time for your return.
When driving your vehicle, it may be necessary for our drivers to adjust the position of the mirrors and seats to be able to drive safely. If you do not wish to have your driving settings adjusted, please let us know at check-in and make a request to a member of the team.
Kind regards,
Customer Support Team
Hi Tony,
Thank you for your review. I am sorry to hear that you experience issues whilst using our Car Park, I understand the frustration this may cause.
It sounds as though our automatic number plate recognition (ANPR) system doesn't register 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.
There are a few potential reasons why this reoccurs; for example, customised registration plates, or if there is something obstructing the registration plate that would stop our ANPR from reading it correctly, such as a screw fit tightly and close to one of the characters.
Our ANPR system looks for a license plate to be sized within specific font parameters and it can experience difficulty in scanning alternative customised fonts. Unfortunately, there is no way to change this within the system.
For future visits, I can advise the following options:
change the license plate back to the normal design (I understand this is likely not to be the preferred option).
when you arrive at the Airport and go through the car park barriers, if a ticket is not issued automatically at the entry, press the intercom buzzer on the barrier and quote your booking reference to the team, and they can manually link your booking to your vehicle.
Kind regards
Customer Support Team
“The withdrawal of the shuttle bus from the Long Stay car park is ridiculous. People with mobility difficulties who are not in possession of a Blue pass have to walk in the pouring rain for 15 minutes each way, and pay for the privilege. The signage is also very poor.”
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.
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
“We booked the long stay car park between 6-16th March and no shuttle buses were operating on the day we arrived and left. My wife is 20 weeks pregnant and our daughter who is almost 3 years old struggled with the walk to the terminal. We wouldn’t have booked the long stay car park had we known that no shuttle bus transfer was in place.”
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.
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
“1 star given due to utter chaos on return from trip, to find that my car was not in the car park.
Myself and other passengers then had to be taken to the carpark to retrieve our cars then return to collect our passengers.
There was not enough staff on and the manager was very helpful and trying his best”
Hi Laura,
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, and we appreciate your patience.
I hope this occurrence does not deter you from using our services in the future.
Kind regards
Customer Support Team
“Ended on the night of traveling in the hospital, there was no chance to fly {flight was at 09:15 ended in the hospital at 03:30 }. no chance to cancel it Could not get a refund because it was after the 24 h before the flight. I understand the policy of 24 h but my situation was not typical so I think it's not fair for the airport to treat me like someone that just did not show up. Used parking before and it was good but this situation is disgraceful.”
Hi Mario,
Thank you for your review. I am sorry to hear you had to go to the hospital on the evening of your travel.
All of our parking products are cancellable up until 24 hours before entry, after which time you wouldn't be able to receive a refund through self-service.
We understand that these circumstances can never be foreseen and as a team will always be fair, but to allow us to help you will need to contact us first:
https://support.edinburghairport.com/hc/en-gb/requests/new
Thanks,
Customer Support Team
“I cannot believe that people are now required to walk to/from the long stay car park. Apart ftpm anything else the signage is appalling. I arrived back at 10pm at night as a solo female traveller and spent 45 minutes trying to find long stay in the dark. I was frightened and even the kind folk in the car rental areas told me they did not how to help. There was not even a phone number they could ring. I find it hard to believe this meets the necessary standards. Everyone I have spoken to about it feels the same way.”
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.
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
“Decent prices for long stays, but no longer run a shuttle bus to terminal. If no shuttle bus and given people have luggage and kids, a covered and smooth surfaced walkway should be provided. Instead you get to drag your stuff along uneven surfaces and puddles, between plastic sidings in the middle of the car park. It's so awful. Keeping a toddler from wandering off or picking up stones or navigating the many abandoned luggage trolleys. Get your act together guys. Short and Mid Stay are fine, but you need to sort long stay.”
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
