“Due to having difficulty walking any great distance I booked with this company as they advertised free transfer from the long term car park to terminal. On arrival at car park was confronted by a large sign stating "no bus transfer available ". It then took me over 30 minutes of difficult walking to get to the terminal
On returning from holiday I learned from another bus operator that there had not been a transfer bus since the covid lockdown had finished.
I certainly wouldn't use this company again.”
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
“I booked in advance. When I arrived, I could not access the car park. I pressed the help button, it did not work. I had to reverse back out. I tried telephoning for help but could not get through to anyone. I tried a different barrier, pressed the help button and was issued with a ticket. I returned after my holiday, 2am arrival. No signage at airport for the bus stance and nothing on my booking email telling me where to get the car park bus. I was a lone female with a child trailing up and down the bus stances at 3.30am, given lots of wrong information by other drivers.
I eventually found the bus stop which is behind the tram station (why??) struggled with my suitcases, no one helped. My child got off the bus and tripped over the luggage as it was so dark. We tried to exit the car park but barrier said I owed £180!!! I had to press for help and thankfully someone answered, checked my details and allowed me to leave. It was now 4am! Not a good experience at all.”
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.
For future reference you can find your chosen car park and directions located on your booking confirmation. 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
“When we arrived at the Plane Parking car park the barrier did not recognise my number plate from the pre- booking. I took a ticket and after speaking with other travellers was concerned that the ticket did not show the registration or booking reference.
Having read the cost of parking and concerned about a large bill on arrival back I tried to call the website number to confirm that I was in the correct car park. The number was not recognised. I spoke with the bus driver who advised that for some reason my number was not on the system but not to worry. Once i arrived in Turkey I tried to email by responding to the booking confirmation email but it was a no-reply address. Needless to say when I tried to exit the car park around 3AM I was advised that I had to pay £180. I called from the barrier and the gentleman kindly opened the gate. Overall I found the process a bit stressful compared to other operators such as Secure Air Parking”
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.
I'm glad you managed to get it sorted at the time.
Kind Regards,
Customer Support Team
“When my plane was cancelled, I was made to pay full price tariffs for over stay…. Nearly the same price to book for 5 days as the extra I had to put for flight cancellations and delays.”
Thank you for your review.
I would encourage you to contact the airline you were flying with to seek reimbursement from them directly.
Kind regards,
Customer Support Team
“The parking (long stay) works well and is an easy walk to the terminal. The problem is the rip off additional cost where your flight is cancelled and you don't get back in time. The pre paid parking covering Monday 4.30 am to Friday 1 am cost £44. No problem there. But my return flight was cancelled through no fault of my own. So having got the next available flight, I got back to the car at around 2.15 pm on the Friday. Effectively 13 ish hours late. The charge was £50 extra. If I had not pre booked and had just driven into the car park I would expect to be charged the as advertised rate. I think where a flight is cancelled and there is nothing you can do about it there should be some sense applied to how the charge is calculated. As I said earlier, this is a rip off.”
Thank you for your review.
I'm sorry to hear that your flight was cancelled and understand the frustration that will have been caused. In line with our terms and conditions we're unable to refund any bookings that are made but not used. I would encourage you to contact your airline regarding the matter as they may be able to offer reimbursement.
Kind regards,
Customer Support Team
“The machine was broken at entry so I had to wait to get in contact with someone. At exit the machine tried to charge me £250 even though I had booked for a much lower price. Bus was great though”
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
“Was a bit of a trek to get there ,the shuttle bus service was not there when I dropped off the car,on return there is no sign to where to pick up the shuttle,and it drives past you”
Thank you for your review.
It is my understanding that the shuttle bus runs from the plane parking car park 24 hours a day every 12 minutes.
Kind regards,
Customer Support Team
“1st time I’ve booked with plane and probably the last. Was put into Fastpark which was excellent but didn’t know it was two separate companies! On arrival back home I left the terminal building and seen a sign for Plane parking, I followed it and it took me to a waiting bus, the driver viewed my booking and said I was in the right place. He drove us a fair bit out and dropped me off at a bus stop, it was the wrong car park. I returned to the terminal building and found Fastpark and finally got my car. On exit, the barrier didn’t recognise my bar code and didn’t lift, I needed assistance. The information provided was inadequate and the whole experience was a shambles!”
Thank you for your review.
The channel you booked through was Plane Parking. The product you booked was FastPark and I can confirm the directions for this car park is included in your booking confirmation. When dropping your car off at the FastPark reception it is advised that this is also where you would collect your keys therefore you wouldn't be required to travel on a shuttle bus.
Kind regards,
Customer Support Team
“Car Park was closed and we were sent to the Long Stay. There was no transport to the Terminal and as I have mobility issues and use an elbow crutch, even using a baggage trolley, was not ideal as the trolley had a mind of its own. I was totally exhausted by the time I got from the car to the terminal, so not a great start to the holiday.”
Thank you for your review.
I can see that you booked FastPark, I can confirm that this car park is open and in full operation. FastPark is a 1 minute walk to and from the terminal therefore we do not offer a shuttle bus for this service.
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
“When we arrived at the airport we followed the signs to Plane Parking. These led us to an empty peripheral car park. When contacting control through the intercom I was told that Plane Parking used Long Stay in winter. I had not been informed. Airport security had to assist in rerouting. When I arrived at Long Stay my registration was not recognised so I had to use the intercom again. The adviser found my booking and let me in. On returning the same issue arose and it took the adviser some time to find my booking after I gave my registration and then my name. It was not a good experience. Two things need to be sorted. Information about changes in the parking location need to be clearly sent in advance. Also, the vehicle registration recognition did not function as it should have due to some administrative error. Very poor organisation although the support of controllers worked. Incidentally, signage within the car park on a dark night is really poorly displayed.”
Thank you for your review.
As advised in your booking confirmation, Plane Parking is currently non-operational during the winter season and that you have been upgraded to the long stay car park. As advised on the sign it states 'pre booked? you have been upgraded' and I can confirm the upgrade details are on your booking confirmation.
Kind regards,
Customer Support Team
“I booked and paid for the week stay at the car park online. While exiting the car park I got the information I had to pay £190 😱 I had to contact someone to let me out. Generally not impressed.”
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
“You changed the location of my Car park space I arrived at 3am and when I drove up it resd my plate and told me I was reserved elsewhere but didn't actually tell me where. I had to drive around for 30 minutes trying to find a car park that would let me in”
Thank you for your review.
I can confirm that you booked into the Terminal car park and you booking was not changed. It sounds like you may have attempted to enter the wrong car park.
Kind regards,
Customer Support Team
“Plane Parking was closed when I arrived. A passing truck driver advised me to park in the LongStay carpark. This was not at all clear when I originally booked. I wasted about 30 minutes trying to figure out what to do and was late for my flight.”
Thank you for your review.
I can confirm the upgrade to the long stay car park is advised within the confirmation email along with directions.
Kind Regards,
Customer Support Team
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. We believe that we have adequate signage in place for all our car parks and the multi-storey car park is the only car park with multiple stories therefore we find that customers can differentiate this from all of our other car parks.
Kind regards,
Customer Support Team
“Difficult to understand what to do as had paid online,no clear instructions for first time parkers. On way back ,difficulty in getting ticket into machine had to try different gates to get out,not great experience.”
Hi Judy,
Thank you for your review.
I can confirm instructions on how to navigate our campus to your designated car park will have been presented in your confirmation email, and instructions on how to operate the barrier machines will be posted on site by the barriers.
If in future you encounter any difficulties in exiting the car park, please contact a member of staff via the intercom buzzer.
Kind regards,
Customer Support Team
“I booked Plane park. On arrival at the airport there were no obvious signs to this option. I should of course have read the next page of instructions but honestly didn't think I could be complicated. Plane park has been discontinued and replaced by Fast Park.
I ended up parking in the terminal open car park. To be fair the staff were very friendly and helpful.”
Thank you for your review.
I can see that you were booked into FastPark and not Plane Parking therefore your booking would not have been affected by the temporary closure of Plane Parking.
Plane parking is non-operational during the winter period however I can confirm that this product has not been discontinued or replaced by FastPark.
Kind regards,
Customer Support Team
“To be honest it wasn’t a great experience as the the automatic number plate recognition device printed the ticket with an obscured print of the reg. no. and we had to pay an extra £120 to exit 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
