“With the direction was very hard to find I was trying to find them more than an hour luckily I stopped a police vehicle which thankfully helped me and took me to the car park otherwise I would have definitely missed my flight they have no numbers to call anyone for help or guidance how to get there extremely poor service. Will not use them again quite difficult to find not very well sign posted .”
Thank you for your review.
I can confirm that the directions to the car park are included in your booking confirmation and each car park is signposted at key traffic areas on approach.
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 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
“We prepaid for parking for a week but on arrival there were no spaces available. We had to wait till someone left which ate into out time to catch flight. So many cars were doubled parked/on double yellow lines which made navigating the car park horrendous and almost impossible. Our flight was cancelled so had to pay an overnight fee which won't be refunded. Awful experience”
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
“I had a fantastic experience in May so booked again for August. In May the drivers were exceptionally helpful and courteous. I had a walking stick and they helped with my case and in fact every passenger’s case - taking it on and off the bus. I’m August flying out of Edinburgh the driver was again very helpful but a week later when we landed in Edinburgh on Monday 21st August at 02.00am the driver was more than rude and watched me struggle with my walking stick in one hand and trying to lift my case onto the bus - I asked “can you help?” The driver’s reply was “I’m not here to help you” I told him I’m struggling to lift my case on and was told “that’s your problem”.
I said “this is unbelievable” and he said “I’m only here to drive the bus so get away”. I said “ “you must be very proud of yourself” and he said “I am now get away” - he stayed in his seat and said he was only there to drive the bus. I said “surely it would be common courtesy to help a disabled person” and I was told again to “get away”.
All very upsetting and embarrassing”
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
“Due to the volcanic eruption of Mount Etna on the island of Sicily my flight home to Edinburgh was delayed and given I had no choice I used your car park for an additional day. Imagine my shock when upon leaving your facility today I was charged £45 for 1 additional days stay. Considering my initial stay of 7 days cost £42 I find this charge to be astonishing and exorbitant. Surely some consideration should be made in such circumstances to the level of additional charges to be made.”
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 was so disappointed in this service , I had payed for a 8 day stay and my flight was delayed for 12 hours with easyJet airline and I was charged £45 fir not even a 24 hr stay ….
Surely when they know the flight is delayed they would have the gracious even to charge half the price . Raging with this service”
Thank you for your review.
I can confirm all information regarding booking extensions and overstay fees can be within the confirmation email.
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
Thank you for your review.
I believe your booking has been cancelled and this can take up to 7-10 working days to be credited back to your account.
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
“On leaving the car park.i put my ticket in machine which i prepaid.then a message on the screen asking for £180.this shouldnt have happened.had to speak to them to rectify”
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
Thank you for your review.
We are aware that customers are leaving their vehicles out with the designated parking bays and we are working with the relevant teams to monitor this. Its disappointing to see that some customers are causing obstructions for other customers, if customers are finding it difficult to find a space we will always provide alternative parking option if they ring the barrier.
Kind regards,
Customer Support Team
Thank you for your review.
If you have booked refundable parking this can be cancelled up to 24 hours before your booking is due to start. As advised within the terms and conditions, if you cancel less than 24 hours before your booking starts you are unable to receive a refund.
Instructions on how to cancel your booking can also be found in your booking confirmation, alternatively if you are within the cancellation period you can cancel your booking vie the 'manage my booking' section online.
Kind regards,
Customer Support Team
“Chose 'FastPark' for 8 days parking. First The Bar code would not scan for me to 'Drop off my keys' so a member of staff had to show me how to enter all details into the key machine manually [all of which had been given at the time of booking some months earlier] Same member of staff showed me exactly where my car would be parked on return in the 'DISABLED BAY' (I'm registered disabled and have a 'Blue Windscreen Badge) close be the Key Return boxes. The member of staff also attached the key fob showing it was to be parked in the Disable Bay for my return. On return, the flight was on time and luggage came off swiftly and we got out of the terminal quite quickly, but here was where the real trouble started. The signage took us to areas that were fenced off and we could not get to the Fast Park area. Eventually a member of staff turned up to show us and several others including the flight and cabin crew who had just brought us to Edinburgh Airport how to find our way through the maze of temporary barriers. Finally getting to the 'Key Boxes' scanned our ticket but it took many attempts before a box finally opened and I retrieved the car keys, But the parking bay printed on the keys had been stroked out with a pen and 'Mistake' written on it. So we went out to the Disabled Parking Bay to look for our car which we could not find. Pressed the remote button on the Key fob that puts on the Car Lights, but nothing happened. Presed the remote button on the key fob that opens the boot and puts on the Hazard lights on, but nothing happened. The signal for these two functions on the car has a range of 100 mts so the car had to be some distance away from the Disabled bays where we were standing. My wife then started to walk around the car park (Because there was no staff or any way of contacting any) but she eventually saw a HIVIS jacket and made her way to a gentleman. He did apologise when he read the label attached to the keys and directed my wife to return to the Disable Bay and that he would go looking for the car which he did and brought it back to the proper bay. Loaded our luggage and headed for the exit and came to the first barrier which did not recognise my registration plate and instructed me to take a ticket. At the next barrier, it also did not recognise the registration plate but instructed me to put the ticket in, which I did and it told me I was due £4.00 for overstaying my time [which was wrong as I was still within my departure time]. So I pressed the Intercom button and was asked what my registration number and name were and told I had parked in the wrong car park and that's what the charge was for, But in this case, they would let me off with the charge. Is this the way to treat a pensioner with inoperable spinal cancer?”
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.
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 for 10 days parking. Got the reference number. My flights got cancelled and rearranged for + 48 hours later. On exiting the car park I was made to pay £300 for 13 days!! I had already paid for the 10 days! I want someone from this company to get back to me and give me my money back!!!!”
Thank you for your review.
I can see that our team has replied to your contact form and has processed the refund for the additional charge.
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
“1 star for the parking area rather than the site. I chose the long stay near the airport. I've used it before and it's pretty bad - potholes, huge speed bumps, poor signage, no trolleys. You're a fair way from the airport and there is no bus. On the plus side, there are normally plenty of spaces if you go far enough away from the route through to the airport. Having not used it for a few months, I thought it could have got better. Hmm, no, the usual problems together with cars abandoned everywhere. I'm not surprised - I went as far away from the airport as you could go and there were still only a few odd spaces. I believe it is owned by the airport which rather says it all - profits over service.”
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 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
“Would not recommend, our car got hit by another car, 1000’s pounds worth of damage , bus driver said there lots of cctv but security says no cctv so they can’t do anything , DO NOT PARK HERE. Yes it’s cheap but in the long run will cost you thousands , got photos of car”
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
“Unfortunately my flight was cancelled by Ryanair. I had to travel all the following day to get to Venice for a flight home so that I could attend hospital appointments because I have terminal cancer. I couldn't get in touch with you. When I collected the car 22 hours late I was horrified to be charged an further £200. This is outrageous.”
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
