A sense of cramped chaos with disinterested Staff. Just returned from trip in Canada and US where even the US customs staff smile more than Edinburgh customs or airport staff. On departure the security checking area has a chaotic crammed-in feeling. There has been a great deal more consideration gone into the planning and staffing of the duty-free and departure areas, which are very comfortable, than the security check area. Following our boarding the plane a breakdown on the airports transfer tunnel caused us a very uncomfortable one hour delay. On our return yesterday, with many people carrying maxed out hand baggage because checked in baggage is no longer reliable. We had a long walk through pockey little passageways which involved narrow steep stairways both up and down with no obvious alternative lift. When we arrived at the passport check people were queuing on the stairs down to the zig zag sorting area before the automatic passport readers, this was a most unwelcoming dismal place in comparison with any airport or train station we visited in our trip. Once through UK passport check the experience didn’t improve, chaotic, with bags piled literally everywhere, some with barrier around them some just piled up in the corridors with no security or protection of any kind . I dread to think what kind of welcome this shows to visitors. The whole inbound experience was one of a chaotic, worn out, heath robinson, not very clean, dismal place. It needs to be greatly improved. In the mean time some smiles, some artwork with a tidy and cleanup would help a bit. Edinburgh Airport as our Capital City gateway must do better.