Edinburgh Airport Reviews

3.5 Rating 1,391 Reviews

59 %

of reviewers recommend Edinburgh Airport

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About Edinburgh Airport:

Official reviews page for Edinburgh Airport, where Scotland meets the world.

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0131 357 6337

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Edinburgh Airport, Ingliston
Edinburgh
EH12 9DN

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Edinburgh Airport 5 star review on 17th June 2017

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Flying from Edinburgh to Dublin on EI3257 schedule departure was at 16.45 arriving at 18.00 on Tuesday the 5th of May. The boarding process started but unfortunately, after we had scanned our boarding cards and had lined up to board the plane, ground staff informed us that there were technical difficulties and the flight was delayed. There was approximately 50 customers and we all sat patiently for an update. Aer Lingus operates another flight at 19.50 and we were informed that there were 28 places available and the ground staff would release a list of passengers being accommodated on it. They were just waiting on instructions from management. So far, so good. Obviously any people travelling with young children, older passengers or anyone needing special assistance should be accommodated first. (Wrong assumption- a family with a young child and an older lady were not). The next six hours were like being in an episode of Fawlty Towers. The ground staff made an announcement for people with checked baggage to approach the gate. As the plane being used is a small propeller plane that is almost everyone. After about 40 minutes with the at least 10 people still in the line they informed that the later plane was now full. All business travels like myself were excluded. I asked a member of ground staff where was the list to which he replied there was none and they allocated seats to people who had luggage in the hold. I informed him, that, it was customary practice for airlines to prioritize seats based on class of ticket purchased (Aerspace, Advantage- type ticket which is the closest you can get to business benefits on regular Aer Lingus European flights) and loyalty in that airline tier program. He replied "I do not care if you are the Managing Director of Aer Lingus everybody gets treated the same here". He added that this was an unusual situation. (Really a plane being delayed in an airport) He was totally overwhelmed. Anytime after this when a passenger enquired what was happening he replied" I know nothing", just like Manuel from Fawlty Towers. We were issued with a 5 pound food voucher at around 4.30, little did we know that this would have to last us till around mid-night. Anyway all shops in Edinburgh Airport close at 8pm as the last departing flight was 20.15. We were first informed that there was a replacement plane being sent over. Next we were told that the original plane would be ready at 10pm and if it was later hotel accommodation would be considered. Anytime anybody went for an update the ground staff would sit and walk to the far end of the airport. Totally comical. To add to the misery people were getting hungry and the automated announcement every 15 minutes of offering burgers, pizzas and coffee and that EDI had your back was infuriating. More like getting your back-up. At last, in came our knight in shinning armour, the manager of the ground staff, or as it turned out the star of the show "Basil". He informed us that the flight was now scheduled to take-off between 11.30pm and 12.30 am but this could change. We asked about hotel accommodation as some of us had been here for 8 hours and there was nowhere to get hot food or drink. He said that was not an option. We asked for more information on the flight status and for clarification on how the seats on the earlier flight were allocated. At this stage he got angry and stated that they had got 28 people off and that his shift was ended and his supervisor had told him to do three hours overtime. One of the ladies asked to speak to his supervisor which he stated was not going to happen. He was not a happy bunny and we got the blunt of his displeasure. At least he was getting paid to be in the airport unlike the rest of us. He sat behind the desk and scowled at anyone who approached him. I wonder if EDI use episodes of Fawlty Towers as training programs for customer care. At last we boarded our plane around 11.30 and were informed that a technician had to be flown in from Dublin on the earlier flight to handle the situation. One customer who had the equivalent of a business class ticket asked for a tea and was told that it was to be paid for. I recently flew from Frankfurt to Singapore where my six year old daughter fainted 2 hours into a 14 hour flight. She subsequently had to go to the hospital twice while in Singapore. To say, that was a better experience then flying through Edinburgh airport is not an understatement. There is absolutely no advantage flying with Aer Lingus, which by the way, has no longer got lounge access in Edinburgh if this is the sought of treatment you get when you spend €283 euro return compared to Ryanair €33.”

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Posted 1 year ago

“Time for luggage to come through is appalling. Have used Edinburgh airport often and have found this is a common problem. Why can’t it be addressed?”

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Posted 1 year ago

Thank you for your review. I appreciate the frustration that can be caused by baggage waits, and this is clearly not the experience we want passengers to have. It’s important to note that the transportation and delivery of baggage is the responsibility of handling agents, and these companies are contracted by airlines to fulfil this role. This is not something the airport itself has direct involvement in. This is not us passing the buck, or shifting the blame elsewhere, but just the way the process works. It’s important we provide this context to help you understand the roles and responsibilities. Kind regards, Customer Support Team

Posted 1 year ago

“Has to be the worst experience of our lives. Landed on Christmas day with no trolleys available by the carousel and so we couldn't take all our bags outside the border double auto doors. Some bags were left inside and we could not go back in to get them. Had a 9 month baby crying and exhausted. No staff member willing to help and the border force being really rude.”

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Posted 1 year ago

“Having arrived back in Edinburgh myself and 5 others needing wheelchair assistance were quickly and safely taken through passport control to the baggage reclaim only to find no trolleys yet again. My wife and I had three bags. One bag put under my wheelchair, the other 23kg pulled by the poor man who was pushing my chair and the third by my wife who at 75 years old and awaiting an hip replacement herself struggled all the way to bus stance 7. This is an absolute disgrace for an International airport. I noted that there were plenty trolleys lying outside the terminal. Even Tesco manages to return trolleys back to the shop where they are needed. Come on Edinburgh buck up your ideas.”

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Posted 1 year ago

Thank you for your review, I understand how frustrating it will have been to discover there were no trolleys available. Our trolleys are in constant rotation, which means once they have left an area, they must be collected by a member of staff, and processed back into their designated zones. This unfortunately takes time, and on this occasion has meant that the area you were in had no available trolleys. Kind regards, Customer Support Team

Posted 1 year ago

“This was our first time using Edinburgh Airport for a short break in Amsterdam. The departure suite is acceptable and facilities are in line with a small airport. Our flight back was delayed at Schipol for nearly an hour and an half which was one of those things I suppose. That was nothing compared to Edinburgh Airport. Arrivals was an absolute shambles. Long wait for ground crew to arrive at aircraft. We were bussed to terminal building which was so overcrowded we were not allowed off bus for 10-15 mins. After being allowed off the bus it took over an hour to go through passport control. There was a fast track if you paid for it…. Eventually having got through passport control it was over a hour wait before our luggage arrived on carousel ! The aircraft had been landed over 2 and a half hours previous ! If we had paid extra for fast track through passport control we would have had a two hour wait at carousel. The airport is so mismanaged or understaffed…..I really don’t know which. I will NOT be using again if I can possibly help it !”

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Posted 1 year ago

“Edinburgh is easily one of the worst airports I have ever experienced. My main grumble is with security, it seems that every time I want to fly somewhere they want to stop me, even though I have followed all the procedures correctly such as removing any items with metal e.g belt, smart watch, phone, even my specs, liquids to go through on tray. Despite doing everything required they have sent me through an additional full body scanner. Also, latest was on returning from Tenerife when customs stopped me for reasons unknown and not explained to me. I had scanned my passport successfully and been let through only for a customs chap to stop me exiting. He then asked me where I had flown from, did I live in Scotland and how long for (i was born in Scotland and always lived here), how long I was away for, what for, did i have any additional items to declare, as if I was a criminal. Only item I had was aftershave bought from a Tenerife airport Duty Free shop. He also scanned my cabin bag which had previously been scanned and let through at Tenerife without any issues and only contained clothes, wash items, chargers for phone, watch and a mini music speaker. It was embarassing being led away like that when I had done nothing wrong. I consider it harassment as only happens to me at Edinburgh airport and on numerous occasions. Customs is a new one though, guess they want to vary my harassment now. Would be good to have an explanation on why they keep on doing this to me! Looks like the only way for me to stop this harassment is by not flying from or to Edinburgh airport. I am actually thinking about keeping a notebook with me and recording in it everytime i am stopped by Edinburgh airport security. Might even complain to my local MSP.”

Helpful Report

Posted 1 year ago

Thank you for your review. The Security team will only ask those who activate the walk through metal detector to enter the body scanner, the team have no control over who activates unfortunately and I hope it isn't too much inconvenience however the safety of all customers is of paramount importance. Kind regards, Customer Support Team

Posted 1 year ago

“Absolutely terrible experience. Travelling with infant and no trolleys. Baggage left near carousel and no staff member willing to help. Waited for 2 hours while baby was hungry and tired”

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Posted 1 year ago

“This airport has the worst baggage offload I have ever seen. The airport is dirty, too crowded and staff unhelpful. For a visitor to scotland this is dreadful.”

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Posted 1 year ago

“Appalling slow baggage handling. Rude unhelpful staff.”

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Posted 1 year ago

“Dreadful experience with rude staff. We were on an early morning flight with our three grandchildren, to begin with the lady in charge of the queue for baggage drop off clearly did not want to be there, mannerism was terrible, especially as this was a flight full of young children going to Finland for an exciting time. Next was the security, staff were shouting at everybody about the trays, my grandchildren were upset as they did not know what to do. When we finally got jackets, bags, electronics on separate trays we went to go through the scanner, when a lady let out a roar at us and shouted boots off. By this time my grandchildren were in tears. Finally after waiting to find another tray for shoes and boots, we went through the scanner. It beeped for my youngest grandchild and she was told to stand aside, as she was clearly frightened I went to go to her and was rudely told to stand back. By this time our trays had all collected at the bottom, another rude person shouted take the trays off. Rather difficult when you have to look after children and collect 5 separate trays. Totally spoilt the start of my grandchildren's holiday. I felt really embarrassed and ashamed this was a Scottish airport as I have never experienced this rudeness in any other airport. I must add though there was one very nice lady at the start, she saw we were a family and tried to keep us together. I would like to suggest you have better check in facilities for people travelling with young children and train your staff to be more tolerant with people and smile now and again.”

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Posted 1 year ago

“I travel a lot and whenever I return home I am always dismayed by the reception at Edinburgh Airport. From the convoluted route to International Arrivals to the perpetually understaffed immigration desks, rude staff and the general condition of the fabric of the building, it is all a very poor. For many travellers this is their first impression of our city and country. As a returning Scotsman I am embarrassed. How can so many other countries get it so much better? Then there is the baggage collection. This too is a painfully long process (prepare to be waiting for +1 hour). For an airport that has the audacity to charge £5 to drop-off or pick-up passengers, they are kidding themselves on at where they are in the rankings. Edinburgh Airport is a glorified shed in the middle of nowhere. I seldom use the trams but when I see the cost of a single ticket to the city centre, I feel it is out of line with other European cities and is another stealth tax on travellers. In summary, ill-equipped, grossly understaffed, rude staff, dirty, poor lay out and on top of all of this, over-priced.”

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Posted 1 year ago

“Just a horrible ugly unwelcoming building, every time I return from Europe I get the same feeling of utter embarrassment that this excuse of an arrivals hall is what welcomes the world to the fantasic Citi of Edinburgh and the beautiful country of Scotland. What an absolute wasted opportunity to demonstrate what an abundance of design and innovation talent Scotland has”

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Posted 1 year ago

“Ground staff who handled our check-in and later on the onboarding process before heading to the aircraft (employees of the airport, not the airline) were beyond rude in insisting we should hand in our paid-for cabin baggage due to the plane being full. Though that may be understandable their terrible manors and extremely poor service was evident for all to see. When asked why she was taking our bags specifically the female employee said it was because we had the cheapest fair which is a practical impossibility as we paid for both cabin & check in luggage. She also refused to give us her name claiming GDPR which obviously relates to guests/passengers and not operating staff. The supervisor of the process also claimed I was shouting at him despite my never raised my tone beyond conversational standards. Truly awful experience dealing with both these individuals who clearly haven't a clue of how to treat paying guests. Argumentative, plain rude and highly unskilled.”

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Posted 1 year ago

“I was unable to write a review in September to comment on the pool of vomit on the floor at gate 27 which was there for the 90 minutes I waited to board. A disgusting health hazard, ignored by several airport employees and deserving of a zero star rating, hence the reason I could not rate this. I have travelled through the airport this week and can now give this one star review. Dirty floors and restrooms, 50 minute wait for luggage, disrespectful service from several customer facing employees. Apparently there are management team overnight excursions to a local 5 star hotel monthly with motivational speakers - I would suggest motivation on quality improvement and enhancing customer experience.”

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Posted 1 year ago

“Very disappointed, the sits are only near the exit where is cold because the mains door is open and close all the time, coffee shop is also close,people who stay at night time sitting on the floor, no sitting area”

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Posted 1 year ago

Thank you for your review. As you will know we have made significant changes to our infrastructure to accommodate our growth and to fully maximise the use of space we have limited seating facilities in the check-in hall, however we will always provide seating for those who find it uncomfortable to stand for an extended period of time. Kind Regards, Customer Support Team

Posted 1 year ago

“If there were 0 stars that would be the rating From passport control, baggage claim and the farcical “taxi” rank where to start. I’m Edinburgh born and based and dread to think what visitors to our City make of this shambolic arrival point. To be quoted in excess of £50 to the city centre by the saloon cars operating from your “rank” is a joke surely. This following on from being herded like cattle at passport control and an hour’s wait in baggage reclaim. I’m seriously considering flying from Glasgow in the hope that it’s an improvement”

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Posted 1 year ago

“Flew back from Budapest yesterday passport control was beyond a joke. AS a UK Passport holder and born and bred Edinburgh can you please tell me why it only took us 15 minutes to get into Hungary, a place I have never been before and not a National ….but it took 2 hours to get through Passport control in Edinburgh?? Scanner Technology clearly wasn’t working properly and a poor excuse for an advisor being extremely helpful by telling people “it wasn’t her problem and you’ll have to go back in the queue” Great customer service!! It then got worse because if you had the unfortunate experience of the aforementioned failed technology you then had to join the massive queue for a Passport officer to check manually. At one point there were only 2 officers working in the booths with another 4 wandering about not doing very much. As another 2 flights came through adding to the chaos. Families with young children were treated with complete disregard and borderline rude, when they asked for the families to go through quicker due to kids crying needing the loo etc. Clearly the power of being a passport officer goes to their head!! To say I was embarrassed that this was my capitals Airport is an understatement. Completely unacceptable.”

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Posted 1 year ago

“After arriving from Tenerife (,who were brilliant again) we had to stand outside in the cold in an uncovered walkway to queue to get into Border Control. Thankfully it wasn't raining this time. When we eventually got inside the place was crowded and there were other flights waiting to join the queue. It took 45 minutes get through the process which is unacceptable. The only positive was it took so long to get through, the luggage was waiting on the reclaim belt.”

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Posted 1 year ago

Thank you for your review. Both of our arrivals halls are managed by UK Border Force and we have limited influence in their staffing and processes. I'm sorry to hear of the delay however I would encourage you to contact UKBF directly to raise it with them. Kind regards, Customer Support Team

Posted 1 year ago

“As an expat who flies v frequently from the US to Scotland often with American guests , I am so pleased to regularly find wonderful hospitality and hugely improved standards at hotels, restaurants etc throughout Scotland . The utterly huge black mark is that entering Scotland by air is broadly a dreadful experience - while Glasgow airport is passable , Edinburgh and Inverness would rank as less than 3rd world by many yardsticks . The Scottish gov / Scottish Enterprise who know just how important tourism is to the Scottish economy should make it a priority to urgently upgrade basic facilities at EDI and INV and hold British Airways to task for abusing their monoploy status from London airports to Glasgow etc - I daily hear of canceled and delayed flights plus obvious price gauging when any major event occurs in central Scotland Arriving recently from the US at INV with a group of enthusiastic golfers , I had to apologize for the status of INV airport / I have seen better maintained cowsheds . Also artiving earlier this summer from LHR into EDI entailed multiple ground delays in finding a gate and then what seemed like a mile plus hike up and down stairs with bags - many elderly passengers clearly distressed Pass this on to anyone who will listen !! BTW It is inconceivable that EDI has a rating of 3.5/5”

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Posted 1 year ago

“This airport is a complete disgrace. It has so many issues it would be impossible to list them all. I have used many airports worldwide and this comes close to the worst I have experienced - on a regular basis. No improvements ever seem to happen despite the valid comments which have been made regularly and frequently on line by thousands of travellers. And it serves a capital city!!!”

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Posted 1 year ago

Hi there, We usually appreciate all reviews, but I don't see this one as being very helpful. If you do have any constructive feedback please reach out to us via our other contact channels, details of which can be found on our website. Thanks, Customer Support Team

Posted 1 year ago

Edinburgh Airport is rated 3.5 based on 1,391 reviews