“Price is good but woeful pedestrian route signage coupled with no bus service is atrocious. There are virtually none and one even directs to the car entrance where you are informed of the opposite. Returning from the terminal there are NONE!”
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.
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
“When entering the Long Stay car park, having pre-booked and paid, the ticket that I received did not show my vehicle registration.
When leaving, I visited the parking office to validate my ticket for exit, but was told that it was easier to do this at the exit barrier to the car park. When using the intercom at the exit to do this, the process took a few minutes even though I gave my registration and the exit screen showed a very high payment. Not 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.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Outward journey was fine but on the return journey our car was parked at the furthest away point- we would have been better in the short stay across from the terminal. This is NOT valet parking. Not a patch on the previous valet parking provided by Maple Parking”
Thank you for your review.
I'm sorry to hear of your recent poor experience. I will ensure your feedback is passed onto the relevant team.
Kind Regards,
Customer Support Team
“Not well signposted where to go coming through arrivals and I ended up exiting at the taxi/tram end of the airport and had to walk all the way back round, Upon collecting my car and exiting the barrier would not open, I pressed the button for assistance and was issued with a ticket I then proceeded to the next barrier where it would not allow me to exit before paying £4 to get out. Not impressed as I was under the impression that everything was paid for up front but was hit with an additional hidden charge”
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
Thank you for your review.
I can confirm our fast track security bridge is in operation with our fast track security times.
Kind regards,
Customer Support Team
“Book ticket online when arrived the ticket came ot machine but barrier didn't raise and when I left ticket did not work so had the call for assistance so not to happy about that”
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
“I had to change the length of my stay as I was delayed at work. The booking website asks you to make a new booking continuing on from your original booking to account for the extra time needed. The price for 16 extra hours was £40 which I paid. On arrival the attendant said I should have emailed them and the cost would only have been £15. The booking website needs to be amended with better instructions if you need to extend your stay. I would of liked a refund of the extra £25 but none was offered on site.”
Thank you for your review.
The process to extend a booking is stated within the confirmation email, if you chose to take an alternative method we would be unable to offer a refund for the additional costs.
Kind Regards,
Customer Support Team
Thank you for your review.
I’m sorry to hear you found our wayfinding unhelpful. 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
“For the second time we were charged double. When I booked it showed I had 2 bookings. This was rectified by you I thought but at the barrier were told we owed 95 pounds. Not 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.
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.
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
“Efficient service entering the car park and dropping off keys.
Unable to say the same for the return. Keys collected with no issues however leaving the car park was poor.
Firstly the pass didn't operate the first barrier and a call for help using the assistance button went unanswered. After locating an assistant within the car park they insisted we pressed for a new ticket to allow us to exit from the other barrier (further round the car park).
After following these instructions the second barrier wouldn't allow us to exit without paying a further £4.00.
It's worth noting we'd still hours left on the prepaid ticket.
Multiple people seemed to be having the same issue, which you can imagine caused chaos at the barriers - again unattended with no assistants.
We had to pay the £4.00 to leave as I suspect multiple people did.”
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
“On two out of three occasions in recent months I've had the same frustrating experience at Terminal parking. Though I always pay in advance on two occasions recently this has not been recognised at the barrier on exit and an alarming, much bigger charge of hundreds of pounds has been demanded. I was able to resolve this with effort but it is very frustrating. I do wonder if there is a lack of incentive on the part of the parking company to resolve this as more vulnerable people, foreign travelers, people on expense accounts etc may just end up paying it anyway. Not 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.
Kind regards,
Customer Support Team
“The signage to Fast Park after we left the terminal was very poor. We had to ask two people where to go. When we got to Fast Park we scanned our ticket and were told to open box 63. When we did there was no key in it. I then had to knock on two doors to find someone to help us, which they did and our key was in different box. All in all a very poor experience, and not one that we are likely to repeat. Very disappointing.”
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 am sorry to hear that your keys were in a different box and I am glad to hear someone from our fast park team was able to help you on the day.
Kind regards,
Customer Support Team
“Entry to the correct multi-story was very confusing. I ended up entering the same carpark from a different gate and had to pay again. Disappointing as it ended up being a very expensive week of parking. Edinburgh airport should just have plate scanning on all the stations to simplify the process. Once parked the security access, etc was excellent. But entry is very confusing.”
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
“Although the process from booking to arriving is great and went smoothly, I was a little upset when another carpark user damaged my car that you didn't have CCTV of the incident. I was contacted by email on the day we were coming home at roughly half 4, to say that damage had been caused to my car. I replied by asking what the damage was as we were arriving back at 2 am and needed to know to arrange an alternative way home. I didn't get a reply back. Luckily a woman saw the incident happen and gathered all the information needed for us. she contacted you on the 4th of January the day it happened, and you contacted us on the 9th!
when we got back, I noticed that there is indeed CCTV right next to the VIP fast parking, right next to where we had parked!
The stress caused on the way home spoiled the holiday, not that it was your fault that the damage happened, but by emailing that our car was damaged then nothing! we live 2 hours away from the airport we needed to know if the car was drivable so we could arrange a way home if not. Luckily it was only cosmetic damage and we were able to drive home.”
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
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
“Once again my pre booked stay hadn’t registered and I was asked to pay £120 as we tried to leave. Had to buzz through for assistance to be allowed out. Second time this has happened and I never have confidence that my pre booked parking will work at this airport.”
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 Plane Parking from 04:00 on 13th January, but I, along with other vehicles, found it could not be accessed. I then entered Mid/Longstay Car Park where a ticket was automatically issued. Person on other end of the intercom was very helpful and stated that Plane Parking had been cancelled and that I should have received an email to this effect (I had not received an email). He further added that the reason I had automatically been issued a ticket was my car registration had been recognised and that was the authority that my booking was valid for Mid/Lonstay Carparking. CYP ensure any changes are effectively communicated in the future bearing in mind it was 04:00 and my family were expressing urgent concern about checking in times and......I was to blame for apparently messing up the car parking. Note: There was no response to Phone Contact identified on the website”
Thank you for your review.
As stated on your booking confirmation Plane Parking is currently non-operational and you have been upgraded to the long stay car park, this information is detailed on your booking confirmation.
Kind regards,
Customer Support Team
