“Security staff at Edinburgh Today .
The level of sarcasm and rudeness when asking politely for help is a disgrace to Scotland .
The friendly race ??
Come on Guys , you can do better !
Otherwise a pleasant experience within the airport.”
“Simply the most dreadful airport in the UK and I travel every week. Staff so not engaged and zero management. Making women with babies and disabled people walk through long snake lines to security even though nobody is waiting. Chatting, giggling and thinking they have power. So sad for an airport with potential. Please sort this airport out as civil servants having an easy time.”
Good Morning,
Thank you for taking the time to leave a review.
I can confirm that Women with children and disabled passengers do have the option to use the family lane.
I will pass your feedback over to our security team.
Kind regards,
Customer Support Team
“Luggage reclaim is completely inadequate. It is slow, slow, slow. It is not busy. Our plane is only one in the hall. At time of writing this review standing in the luggage reclaim hall, we have been waiting forty five minuted and still nothing on belt. Completely unacceptable.”
Hi there,
We strive to deliver a seamless journey for all of our customers, and I appreciate how frustrating the lengthy wait for your luggage must have been.
The baggage delivery process is the responsibility of your airline and their contracted handling agent. Like many other businesses, handling agents are finding recruitment to be a challenge at the moment and unfortunately, they haven’t been able to bring new staff onboard as quickly as they hoped for.
We’ve stepped up our own teams and where possible, Edinburgh Airport staff are being deployed to support the baggage handling process. This process can take a little bit of time as we must pull staff from our operation to help another and when we too are busy, it can be a challenge.
Though it doesn’t make amends for your poor experience, please be assured that we are working with our partners to support their operation and recruitment drive.
Thanks,
Customer Support Team
“Edinburgh airport need to do better. Bag drop area is chaotic, it is a challenge to even know which queue to join, nobody available to help. Security queues are a chaotic free for all, mainly because it is so slow and many people start to panic about missing their flight. Return flight and passage through arrivals was fine for us.”
“The staff at the security area are absolutely appalling. Very child unfriendly and extremely rude. One member of staff even hit the head of my child with a tray and didn't apologise even though the child was visibly upset. Totally unnecessary as this is a customer service job and manners cost nothing. So disappointed as staff at edinburgh airport usually are very supportive for family travel. Please tell the staff the customer is king!”
“I flew yesterday from Edinburgh to Amsterdam then Tel Aviv. I heard it was busy so arrived 3 hours before my flight. Check-in still did not open until 2h10mins before the flight. Took 1.5 hours to queue and drop off a bag. Not enough check-in staff on the desks, this was blatantly obvious. Security then took 25 minutes. Boarding went ok we were about 15 minutes late by then..but they allowed too many people onto the plane with large carry on bags for a full flight. Bags had to be removed and put in the hold. We then had to wait another 10-15 minutes for push back as no one was available. The KLM cabin crew were also remarking that it is obvious that there is a lack of staff at Edinburgh airport.
Ended up with over an hour of delay in take off and my bag not making it onto my connecting flight, So no clothes change, toiletries etc now in Israel. Don't know when my bag will show up of how it will get it to me on an offshore platform.
Edinburgh airport is now larger and handling more flights than before, but it is actually an embarrassment to Scotland with the apparent chaos at check-in and security.”
Hi there,
Thanks for your review.
I'm sorry to hear of your recent poor experience. The check-in, boarding and push-back process is the responsibility of each airline and their contracted handling agent and I would encourage you to contact your airline regarding the matter.
Thanks,
Customer Support Team
“We arrived in plenty of time for our flight to LGW but the appalling and quite frankly dangerous security check caused many passengers to rush for their flights. There was no queuing system, it was a free for all and then as we finally got to scan our boarding pass we could only just get past the scanning gates before it was gridlocked with people, again. Worst of all, a security man kept shouting “move away from the gates” when there was no where to go, it was actually quite frightening with so many peoples crushed together. I have never experienced security like this dreadful shambles. It left a bitter taste after a wonderful trip.”
Hi there,
Thank you for your review.
I'm sorry to hear of your recent experience. If you haven't already, please feel free to reach out to us directly and we will look into this for you:
https://support.edinburghairport.com/hc/en-gb/requests/new
Thanks,
Customer Support Team
“It took over an hour to get through passport control and pick up bag. Missed our bus, took a long time to walk to bus stop and only hourly service to Glasgow.”
Hi there,
Thank you for the review. I'm sorry to hear of your recent poor experience.
Both of our arrival halls are managed by and are the responsibility of the UKBF. You are also welcome to fill in the UKBF online complaints webform:
https://www.gov.uk/government/organisations/border-force/about/complaints-procedure
We strive to deliver a seamless journey to all of our passengers and I appreciate how frustrating the lengthy wait for your luggage must have been.
The baggage delivery process is the responsibility of your airline and their contracted handling agent. I would encourage you to contact your airline as they will be able to investigate the matter with their handling agent and provide you with a full response.
The bus services have been temporarily relocated due to essential works being carried out at the terminal forecourt. The works have been communicated across our social media, our website and we have temporary wayfinding located across the terminal.
I hope future travel is on a more positive note.
Kind Regards,
Customer Support Team
“My name is John Cree. I posted about my experience last night, 12/2/2022, on return from Innsbruck last night. To compound matters, when we tried to leave the multi storey car park there was a queue at the gates as the automatic number plate system wasn't working and nobody was answering the phone.
Edinburgh airport you truly are a disgrace and the worst airport in Scotland.”
“Arrived from Innsbruck on Jet2 at 2051. Still waiting on luggage to make an appearance at 2148. This airport is a disgrace. Usual excuse of “operational reasons”. Only person helping is Jet2 supervisor, Ashleigh. No sign of any airport or Swissport staff. You are a joke!!”
“It’s not clear what to do and how to drop off bags . Notice said Zone 2 so queued in Zone 2 only to find BA drop off is in a totally different place.
There should be assistants mingling around to provide advise . Not impressed sorry - one poor lady missed her flight as a result”
“Disgraceful disregard for covid measures, arrived on 1925 Jet 2 flight from Antalya, loads of empty slots at terminal yet the whole place was put on two buses crammed cheek by jowl. JET 2 said request for third bus was ignored”
“Every time I travel through this airport I got selected for the "random frisk search", x-rayed, my shoes are scanned, and my information are "double-checked" by Immigration Dept; most probably because of my skin colour or "Middetranian/Arab appearance". Even worse, I got frisked without getting any information/explanation nor providing consent to having it, which really affects me for a very long time!”
“Wetherspoons bar closed, presumably on Scottish Government guidelines, while milling around ground side after Easyjet failed to inform us that our flight's time had been changed by 4 and a half hours. Generally surly staff, gate directions hidden, overpriced bar (£6.45 for a pint - call that 500 ml!) where the staff expect a tip. A very poor experience all round.”
“Up to 30 minutes waiting on ground crew to arrive to allow us off the plane. Not good. Last month I waited 55 minutes on luggage. I only ever experience this at Edinburgh no where else.”
“Returning to Edinburgh Airport from Malta plane sat on runway for 18 minutes before being allow into the gate. Luggage took 35 minutes to arrive on luggage belt and had been left out in the rain baggage was all wet.”
“I checked my luggage in on 13th June before departing for two weeks in Rome, Italy and my bag went missing. I have tried to get this resolved and not one company, the airline, the airport or Menzies Group have responded to my requests for information and more importantly the return of my baggage.”
“I am a frequent traveller and feel that Edinburgh is one of the poorest looking airports that I have been in. It has not kept up with the times. The staff are friendly and helpful but the airport requires investment-big time. My husband and I arrived back from New York yesterday (an all night flight) and our whole planeload of people were held in a corridor until another load of people got on to their flight . It was bizarre. People were tired and sleepy and could not believe that they were being held up because the airport had not the basic facilities. The staff were great, apologised and did their best but this is not a good look for a capital city airport..”
