“I have already emailed some questions regarding an additional charge incurred despite leaving within my booked timeframe. I would like to understand the charge as there was no information as to why it was applied.”
“I arrived at the parking area 5 or 6 minutes before I had booked in for and it may be for that reason the barrier did not lift as I arrived, but I was able to phone the operator and he let me in.
However, when I came to leave, with still half an hour of booked time to go, when I tried to leave, the machine rejected my card and said I had to pay £400. With it being 11.30pm and dark I could not see or find the phone button on the machine, though the driver in the neighbourig berth told me. Then having got through to the operator, given my name and car number, and being told the barrier wouyld now lift, it didn't lift, so I had to phone again and this time it did lift.
Not a big problem, but a bit alarming at the time!”
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
“Unfortunately I had a poor experience when I tried to exit the mid-stay car park after a 2 day stay over a weekend costing £59.99. I was aked for another £130. My plane had been delayed by 1 and a half hours resulting in my exit time being exceeded by 1 hour. It was my understanding that I had 6 hours grace when a delay occurs backed up by the fact that my daughter who had parked separately for the same period and the same cost, exited without difficulty. After a sharp exchange over the intercom the barrier was raised for me to leave but without any explanation for the extra payment request.”
Hi there,
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 and I understand the frustration that it causes.
I'm glad you managed to get it sorted at the time.
Kind regards,
Customer Support Team
“Not enough bus stops in the car park. This means that you could have a long walk with heavy bags. Other car parks operators generally ahve many more bus stops.
Sometimes a long wait for a bus.”
Thank you for your review,
I'm sorry to hear that you did not find the car park to have enough bus stops. I will ensure your feedback is passed on to the relevant team.
Kind regards,
Customer Support Team
“I found it very confusing to find the entrance to terminal surface parking. Every other parking option is signposted apart from terminal surface parking and I ended up in the multi storey and had to ring for advice how to get out. Once I found it there was no indication of spaces available”
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.
In regards to you finding 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
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.
Our spaces are the same size as parking spaces within a supermarket car park or a shopping centre.
Kind regards,
Customer Support Team
“Car park was easy to find coming in to the car park however when we returned home there was no signs to get back to the mid stay car park. We arrived back to Edinburgh around 2am and spent around 25 minutes walking trying to find the car park on our return”
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
Thank you for your positive feedback, we look forward to welcoming you to Edinburgh Airport again in the near future.
Kind regards,
Customer Support Team
“I booked 3 weeks in the Long Stay car park. My flight home was delayed by 24 hours and I had to pay £55 for one additional non-booked day. In Edinburgh city centre, I could park for24 hours for£27. In my view the airport should be cheaper. This is an exorbitant penalty for a traveller when the delay was out of my control.”
Thank you for your review. As is set out in your booking confirmation and on the FAQs section of our website, if you will be delayed outwith the 6 hour grace period then you should make a new booking that starts when your current one ends to cover the additional time in the car park that you require otherwise you will be charged an overstay fee which is charged at the non-booked rate for the car park you are in.
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
“Easy and convenient drop off, very quick. No complaint here.
Upon return (after an 8 hour flight, 9 hour layover in Germany, and another 2 hour flight to Edinburgh) my car was not ready for me when we exited airport.
I had to wait a further 15/20 minutes while the staff tried to find my keys and find someone to go and collect it.
Also on exiting the car park, a further £6 charge was required before I could leave.”
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
“When we arrived at the barrier, t
It did not open. Usually, a camera reads the car registration and the barrier lifts to allow access. When it did not open. I pressed the call button and spoke to a rude and unhelpful member of staff. Upon return and attempting to exit the carpark, I put my ticket into the machine at the barrier only to be presented with a bill on screen for £244 dispite having prepaid. Again, I had to press the call button but thankfully the staff member this time was helpful and opened the barrier upon confirmation on my car registration number”
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
“Had to change flight near to departure (2 days ahead). When trying to get refund it said to go to your account. On purchasing to parking it does not automatically set you up with an account! I created an account later but this now does not recognise my booking. Frustrated I intended to make a call the next day to correct this but had then fallen within the "24 hour - no refund" timetable. Not impressed.”
“Airport bus is poor in luggage storage space, ticket on departing wrongly demanded £150 payment, staff opened barrier but it was stressful even receiving this erroneous demand.”
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
“Using the Park and Plane was easy at first, however, my flight back to Edinburgh was cancelled due to strike in Charleroi so I was delayed by another 2 nights, Thursday afternoon was my original flight however it had been moved to Saturday morning.
I needed to sort out my parking; I used the customer service email and I had no response. Once my flight landed at Edinburgh I tried to find help, there was no reception to help,
For what came to my shock £80 pound for two extra days, I had to pay this but I want a refund as this was completely out of my control. Absolutely disgusting.”
Thank you for your review,
I understand the frustration that will have been caused by the 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. The details on what you should do if you are going to exit later than planned can be found in your booking confirmation and on our website.
Kind regards,
Customer Support Team
“Check in seamless, collection - at 1.30am - far from seamless.
Turns out they had ‘misplaced’ my key which meant my car was still at their pound. Add to that indifference from the first person I spoke to followed by what can only be described as passive aggressive from an angry looking middle aged woman who I presume must have been the supervisor (she wasn’t wearing a uniform) who thought it OK to have us stand outside in the cold while she fumbled through a huge pile of keys - would seem this is a common problem.
I thought I was buying a premium service, turns out it was keystone cops. Won’t be back.”
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
“Issues with the spaces in the long stay carpark urgently needs addressing. Despite pre booking and pre paying the car park as I always have done on this occasion it was impossible to find a space in the car park. Spent 15 minutes driving around looking for a space along with several other vehicles. No wonder cars were parked on the roads in the car park and in any available space where you saw fit to sticker their windows telling them to park between the lines, there were no spaces so people clearly had to leave their cars somewhere! Very poor service in my opinion. I only got a space when one car left and I was lucky enough to be in the row when that happened or someone else who was also driving round and round would have secured it. I appreciate you cannot allocate dedicated spaces to pre booked cars but it is not asking too much to make sure there are sufficient spaces available for us to access. You must surely monitor the spaces available and how many pre booked cars you have arriving so why not have signage advising those not pre booked that when spaces are limited he car park is only available to pre booked cars? Given that you have the registration of the pre booked vehicles this could be monitored at the arrival barrier. Fully recognise that flight delays may prevent some vehicles leaving at their pre arranged times but surely preventing people from driving around aimlessly looking for a space they have technically paid for is better customer service than having cars 'abandoned' across the car park? Not impressed with this visit.”
“I booked three car parking spaces for myself and family from 1st September to the 5th September. Two spaces were booked in the terminal car park and one in the electric fast charge car park. I chose these car parks as they were near the terminal building and we had young children with us. We had an early flight going to Disney/Paris on the 1st and a late return flight on the 5th.
All the car parks were easy to find with plenty of spaces, we found our way into the terminal easily with no problem. However on our return the Fast charge car park had not charged the car for our travel home, we had two young children and a long journey home to the north east of England. Subsequently we had to charge the car in McDonalds at 1.00 in the morning with two young children in tow. Not good!”
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
“I only rate this parking as a 2* due to the obscene costs you are charging. For me to be on a 5 night holiday and charged £120 for parking is terrible.”
Thank you for your review,
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. We also have many parking options to suit every customers budget.
Kind regards,
Customer Support Team
“No spaces available in long stay despite me paying in advance, had to park not in a proper space and then I got the cheek of having a note on my car!! Shouldn’t sell a space if none are available”
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
