“Arrival expierence was good and everything went as expected. Upon our return we waited between 35-45 minutes for the bus to pick us up from the airport stop in the cold at midnight. There was around 10-15 people waiting and after so long we decided to use the call button at a nearby pay machine to alert the airport parking of our situation to which we were told they would radio someone. Some more time went by and the bus finally arrived and we were greeted by a grumpy driver who when asked what took so long replied with a moan about there was only him working, it was busy and he needed time to get the toilet. I appreciate there may sometimes be two buses operating however this was not busy, it was very late at night and the promise of every 12 minutes should be even easier to achieve given the lower volume of flights and passengers. To add further disappoinment with the overall service the barrier on the way out the carpark tried to charge us £170 for parking we had already paid, this was resolved by the operator. A good service when it works however my advice would be if you are waiting for a long time for the bus please make use of the call buttons as who knows how long you would wait without.”
Hello Michael,
I appreciate your feedback on your recent experience with our airport parking service. We're glad to hear that the arrival experience was good and everything went as expected.
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
“Very easy to organise online and plenty of spaces when I arrived. Bus arrived quickly and was at the terminal in 5 minutes. A really good value parking option imo.”
“Firstly.....On arrival, the automatic detection didn't work so I collected a ticket for access. On return, again the automatic detection didn't work so I fed my ticket into the machine, which then requested me to pay £180. It eventually got sorted but at 0200 hrs you just want to get home.
Secondly......the bus driver on our way to the airport was great, friendly and polite. However, on return, the bus driver was unhelpful, detached and quite rude. It's not difficult to smile and acknowledge customers.”
Hello Terri,
I'm truly sorry to hear about the issues you encountered during your recent visit to the airport. It's disappointing to learn that the automatic detection didn't work as expected upon your arrival and return, causing inconvenience and confusion. I can imagine how frustrating it must have been to have to deal with such a situation, especially at 0200 hrs.
Additionally, I'm sorry to hear about the disparity in customer service you experienced with the bus drivers. While it's great to hear that the driver on your way to the airport was friendly and polite, it's concerning that the driver on your return journey was unhelpful, detached, and rude. We expect all our staff to provide a high level of service and professionalism, including a simple smile and acknowledgment of our customers.
Your feedback is incredibly valuable to us, and I will ensure that both the issues with the automatic detection system and the customer service experience are addressed with the respective teams to prevent similar incidents from happening in the future. If you would like us to investigate these matters further, please reach out to us using our contact form at https://support.edinburghairport.com/hc/en-gb/requests/new. Thank you for bringing these issues to our attention.
Kind Regards, Customer Support Team
“Easy to find and get a space. Quick transfer to terminal. Unfortunately on return we stood in cold and wind for over 30 minutes before the transfer bus arrived to take us back to the car park. Hopefully that was an isolated incident and I will consider using the service in the future.”
