Thank you for your review.
We have 2 bus stops located in Plane Park. Thank you for your suggestion, I will ensure this is passed over to the correct team.
Kind regards,
Customer Support Team
“This was the 2nd time that on exit the barrier didn't recognise my number and was charging £290+ for my stay. It was sorted out when I pressed for help. The time before it was a dark rainy night and I was not the only car to have problems. I think it was last Nov/Dec. This seems an ongoing problem and I hope by the next time I park at the end of June the barrier recognition system will be sorted out. If not I will be looking to use another car park. I really do not need the stress after a long journey.”
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.
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
“Great pricing and pretty straight forward service. For the most part. The shuttle bus driver who took me from the car park to the airport was really friendly and lovely. There are no maps or indications of where the shuttle stops are in the car park, and since it’s a big space they’re hard to find. Luckily, the shuttle driver found me looking a bit lost and drove to me to help me get on board. Great. However, the information given when you make a booking is so, so unclear and frankly very frustrating. You are only given information on how to use the shuttle service when you first park, but no information on what to do when you return home from your destination. I walked around Edinburgh airport to find any signs any information as to where I could get the shuttle from the airport back to the car park but there was literally no information anywhere. It was 1am and I’d had a long day, ideally a shuttle would’ve made my life easier. But instead, I had to wheel a 26kg suitcase for 15-20 minutes and walk to the plane parking area. And as I arrived, I saw an empty shuttle leaving the car park but again, I had no idea of where I could’ve gotten on it from the airport. You need to think of your customers beyond them getting to the airport. If it weren’t for this oversight and lack of consideration, I’d have given five stars. Disappointing. I hope you’ll fix this.”
Thank you for your review.
Thank you for your positive feedback at the beginning of 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
“I booked ages ago for our daughter and ourselves then I had to change the dates which was ok, I then I had to change the car Reg I couldn't find my booking so I wrote to Edinburgh airport. I got an e mail back saying I had to tell them at the barrier. As the barrier lifted we thought that she must have been able to tell them herself, we parked and when we got back it said for both our daughter and ourselves that we owed £297.00 that gave us a real shock. The guys just let us through. It was around 1am so stressful. However in general things went ok. It's just very difficult to make changes”
Thank you for your review.
I am sorry for the distress this would have caused, I am glad you managed to get this sorted upon exiting the car park.
Kind regards,
Customer Support Team
“Not so easy to find and infact had parked in the wrong carpark which happened to be just next to it and charged £210 when leaving. Better description of where the car park is would be great.”
Thank you for your review.
If you think 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
Thank you for your review.
I'm sorry to hear that there was issues when entering and exiting the car park, it sounds like we may have had an issue with our ANPR system on this day.
I'm glad to hear that the ANPR issue aside you were happy with the service and we look forward to welcoming you to Edinburgh Airport again in the near future.
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
“The procedure to enter the facility is not made clear.
Had prepaid but had to take a ticket for boom to enter.
When leaving, I had to enter the same ticket and was presented with a screen requesting payment.
Pressed assistance button and issue was easily and speedily resolve.”
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
“I have used Plane Parking many times and I am always satisfied with the price and service provided. I commented to my husband this time that the ticket issued upon arrival did not have our car registration number on it. I just hoped that a) I was in the correct car park ( I know this is an irrational thought) & b) that I would not have a fee to pay for being in the wrong car park. Upon returning to the car park I presented my ticket to the machine and was denied exit. A payment of £250 was requested. This was a bit of a panic! I pressed the button to speak to someone who could help and I explained that a payment of £250 was being requested. I was duly allowed to exit without payment. Not a huge issue but something that definitely needs some attention. And please revert to printing the car registration number on the tickets. It would also be a good idea to have some signage on the side of the bus shelter at the bus stop for pickup from the airport back to the car park. The only sign is on the inside. Four of us commented on this.”
Thank you for you 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
“Parked car fine,got bus fine, when tried to leave I put my ticket in machine and it asked to pay again
Contacted person on help line who sorted it 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
“On arrival to Plane Parking Endinburgh on the 19th March only to discover it was closed,,then met by a staff woman ( with not a nice attitude may i add) to be told it was closed and to go to the long stay parking.She told us we should have received an email..which we did not.When we asked directions she just said round to the right.Now we are not familour with this area.Very disapointed with this service.”
Thank you for your review.
I can see that booked into the Terminal car park and I can confirm that this car park is open and operational. For future reference I would encourage you to view your booking confirmation before travelling as it this includes the directions to your chosen car park as it sounds like you may have attempted to enter Plane Parking which was non-operational on your date of travel.
Kind regards,
Customer Support Team
Thank you for your review.
If you think you have been incorrectly charged, 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 paid in full online. At 3am in the morning, after scraping ice off our car, we went to the barrier to exit. My husband who is deaf was driving.
He put the ticket in the machine, expecting the barrier to lift, but NO!!
Machine
indicated we owed you £250!! He tried the ticket 3 times with the same outcome.
I had to get out of the car, as my husband couldn't hear the tannoy on the machine.
Thank goodness it wasn't at a peak time....!
Someone over the tannoy managed to sort the problem out.
Not a great 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
“This is the first time I've used this service and was quite disappointed at how slowly going through it as needed one of your staff members to help remembering this was the first time but got through this step on coming back also requiring help from your staff in the end got to the car then the problem was where my cat was parked I had one option to get out and I had to go through the other plane parking park where when I got to exit gate asked me for another £4 so I contacted a staff member and he cleared my exit so it was quite a hassle for me and for your fast park name I was disappointed as I use the parking at Edinburgh Airport often and the other car parks just use registration recognition so much quicker and no confusion how to get to exit I was really disappointed and probably use the other services”
Thank you for your review.
I'm sorry to hear that you were charged £4 when leaving the car park. 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
“Very convenient,easy to access and plenty of parking the only thing that acures every time I use it is the ticke that I get on the way in never works on the way out so I have to call for assistance via intercom.”
Hi,
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 am glad you were able to get help from our Assistance team on site.
Kind regards
Customer Support Team
Hi Lucasz,
Thank you for your review.
I am sorry to hear you found our footpath leading up to the Terminal building to be inadequate. Please rest assured we are actively working to improve our infrastructure where required and feedback such as yours will be brought into topic.
Kind regards
Customer Support Team
