Hello Wendy,
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 reason I scored 2 stars pick up and drop off perfect, however I noticed when I looked at the ticket the barcode wasn’t very clear and when I tried it in the ticket reader it didn’t work on the first gate so while on route to the second gate my front bumper clipped the high kerb in the dark and raining wasn’t that obvious, pressed the help button and guy opened barrier for me, this is the second time this has happened to me trying to get out, so while plane parking might appear cheaper I’m now having to put car in to get a paint job costing me probably more if I’d been getting the most expensive parking at airport.”
Hello Stuart,
I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. I'm glad to hear that our team was able to assist you at the barrier, and I appreciate your feedback on the issue with the ticket barcode. Unfortunately, it seems that the poor visibility of the barcode led to a frustrating experience at the gate.
Kind regards,
Customer Support Team
“Difficult to find bus pick up on departure better signage needed, when prepaid ticket entered into machine to leave it stated a fee of £180 was due , this was resolved but frankly the whole issue of trying to find the bus pickup and the ticket added an extra 40 minutes to me leaving the car park
Not what I needed. Will not use again”
Hello Antony,
We apologies for the inconvenience you experienced in locating the bus pick-up point and the issue with the prepaid ticket upon exiting the car park. We understand that this added an extra 40 minutes to your departure time, which is not the level of service we strive to provide. Your feedback is valuable, and we will work on improving signage for better navigation in the future. We regret that you had a negative experience and hope you will consider giving us another chance in the future.
Kind Regards, Customer Support Team
“From car park was reasonably good. Returning we had to wait 25 mins for the bus then problems getting out. When I put in my ticket the screen said I owed £180. The gentleman on the buzzer did sort it out but not what you're needing at 2am after a long flight.”
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.
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
“Despite booking and paying upfront the ticket showed £190 to pay when i was leaving. I called for assistance and the person on the other side was impolite. They first
could not find the booking and ince they did they just hanged up with out saying anything. I’ll be avoiding this long stay parking in the future.”
Thank you for your review. It sounds like the ANPR system didn't correctly read your vehicle registration when entering which has resulted in you being presented with an incorrect charge when exiting. I am glad you managed to speak to someone at the time to get the issue resolved and I apologise for any inconvenience caused.
Kind regards,
Customer Support Team
Thank you for your review.
If you have overstayed your car parking booking you will be subject to pay the non pre booked rate for your overstay.
Kind regards,
Customer Support Team
“Quite a long wait for a bus in the car park- we didn’t time it but we were all getting anxious about how long it took. The bus was very small- only 3 of the waiting families could get on board. 3 other families had to wait for the next bus. All ran smoothly on the return journey.”
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
“Very little parking space available and no indication where any space was available. I tried to contact you without success as I seem to somehow have made a double booking, one of which has to be refunded:- 8E50JM8SH and ONTA5BA19.
Alastair Salvesen registration ST12CJJ.”
Hi there,
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.
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
“First of all the road leading in to the car park is atrocious. It's full of potholes. Secondly is that just having two bus stops is a nightmare. You could have quite a distance to walk to and from these to your car. Will think twice about booking here again due to these issues. Also had to wait a lot longer than the advertised 12 minutes for a bus.”
“Entry was seamless, leaving was not. Machine asked for £160 although I had paid online. We did get to the car park 35 minutes early, no traffic at 2.39am. we were leaving 35 minutes before scheduled time. Your terms allow for 2 hour flexible times flights and traffic don't go to plan. You need to make sure the machines know this. There was NO bus service although your website says they are every 10 minutes. Not everyone can walk. Either to or from terminal arrival or departure.”
Thank you for your review. The shuttle bus for Plane Parking does operate 24 hours per day on average every 10-12 minutes.
Kind regards,
Customer Support Team
“I pre book my parking regularly at Edinburgh airport . I book in terminal parking, mid stay and long stay depending on whether I’m travelling with work or for private .
Each time I pre book I have to contact the service using the button to exit the car park as it doesn’t appear to recognise my registration and booking. It’ adds time to my exit every time and is quite frustrating . I would suggest the system is flawed and needs looking at.”
“Had to overstay my parking time due to storm. Was a lovely treat on return to find I had been charged £65 for the inconvenience my car caused to the car park”
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
“My cat was parked in the right place when I arrived. Had to find someone to get it. Then because our flight was delayed we were 1 hour late and charged £6.90 extra. Not a happy customer.”
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
“There used to be a bus between the car park and the airport but this has been stopped so you now have to walk (about 10-15 minutes, depending on where you get to park). Whilst this was OK for me, it was really difficult for my 87 year old father, especially as it was pouring with rain that day.”
Hi there,
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
“Should have been a simple process. Booked and paid in advance, to experience an issue upon exit from the car park, resulting a 15 minute wait with no customer update as to what was happening.”
Thank you for your review. It does sound like our ANPR system hasn't registered you on entry which has resulted in you being charged the non-booked rate on exit by mistake. I'm sorry that you had a wait before being able to speak to a member of the car parking team however I am glad you did manage to get it sorted at the time.
Kind regards,
Customer Support Team
Thank you for your review. I am sorry to hear of your wait for the free shuttle bus to Plane Parking. Our shuttle bus does run on average every 12 minutes however this may be longer if the bus is held up for any reason between the car park and the bus stop.
Kind regards,
Customer Support Team
“Booked and paid online. Barrier didn't lift on arrival 0230hrs. Advised yo take ticket and park. Returned from holiday. Put ticket in machine.... barrier again wouldn't lift.... display read that I hadn't paid and required £180 to release the barrier. I had to get home 70 miles to collect my cat from cat Hotel.... paid the £180. Tried to contact plane parking using email and a phone number I eventually found online.... phone wouldn't connect! Contacted Edinburgh Airport direct via email who sorted this for me within a few hours. Reimbursed next day if the £180. Absolute disgrace...”
“Arrived @2.30 am to be told no busses we’re running & on our return to check out asked us for £535.00 after an argument with one of your staff we were told we were in the wrong car park. Angry was an understatement on my experience.I will be looking for a discount on my next stay with you!!”
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 found my most recent experience of Plane Parking to be very very expensive - (2-3 times more this time around for a week's parking than I would normally pay).
I have traditionally tended to fly from Edinburgh over Glasgow due to the more reasonable parking costs at Edinburgh. If this is a sign of things to come, I will be going back to flying from Glasgow at this rate.”
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
