“A fair weather solution. Poorly signposted and lit pathway on a dark, wet night. Not having a shuttle bus doesn’t work well if it’s pouring with rain. Fine in the day time and/or it’s dry and you don’t have a lot of bags.”
Thank you for your review.
Our team are aware that during adverse weather puddles can form within the walking route. We are currently looking into the most suitable solution to rectify the issue. Please accept our apologises for any inconvenience caused.
We are actively working on a project that will improve the walking route, we understand that the walking route requires improvement,
Kind regards,
Customer Support Team
“Before I booked parking there was no information that there was no transfer bus to the airport so I had to walk at 2am with 3year old son and 3 suitcases, there's no chance to use trolleys on a carpark because of the speed ramps...”
Thank you for your review.
I can see that you booked Plane Parking which is currently non-operation during the winter season and I can confirm there is a notice before you book to advise the shuttle bus is not in operation. I can see that you were upgraded to our long stay car park. The long stay shuttle bus was suspended in 2020 and the car park is an approximate 12 minute walk to the terminal. We find it to be a manageable distance for most customers however 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
“New walkway to the airport incredibly poorly signposted. Also an older sign is still up which read “pedestrians leave at main entrance” or similar, which meant we ended up walking outside on the main road. Surely by this stage the shuttle bus should be back in operation as it is at other airports, such as Glasgow. Finally, in the pst my number plate has been read on entrance and my ticket matched up with my booking. However, last couple of time this has not happened, meaning on exit you have attempted to charge me a huge sum. While this was easily enough resolved, why should it happen at all when it never used to?”
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.
We have had some issues with our ANPR system however, I can confirm this has been rectified now.
Kind regards,
Customer Support Team
“Very poor lighting especially when trying to find your car. Signage when leaving terminal to find car park
very poor. One of the machines at barrier to exit not working and no indicator that it was out of order.”
Thank you for your review.
We are actively working on a project that will improve the walking route, we understand that the walking route requires improvement, and we appreciate your patience with us during this time.
Kind regards,
Customer Support Team
“Basically fraudulent!
In paid extra for the ability to cancel. Turns out I needed to cancel. The email says I cannot phone or if I do it just goes through to the airport and they will not be able to help.
My email confirmation says I can cancel or manage my booking if I click this way, so I do and there is NO OPTION to cancel a booking anywhere. I asked 2 other people at my work and they couldn’t find anything either.
Is this just poorly designed customer experience or deception?”
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
