“Arrived early morning to a very large queue for Passport Control (Not enough gates). When eventually clear we then had to wait an inordinate time for our baggage. In total it took around 1 1/2 hrs to get through. More Staff, more gates, more baggage belts, or something needed to help flow of passengers through the airport.”

Helpful Report

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

“Bags checked in then escalators closed to go into departures. We were redirected outside into baking heat and then into the escalators to find they had been opened to later passengers first. Security was a mess and not clear if they followed rival airports new processes. A man lost his iPad as a result. Directed to gate only to be told the gate had changed to the other side of the airport where there were no seats and had to wait ages for incoming flight to disembark. It was clear the airport cannot cope with the throughput.”

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Posted 1 year ago

“Returned on 19 July and this is nothing to do with I.T. problems .arrived early on flight from Bejing china Hainin flight.0630 We where held on the plane until immigration started there shift at 07.00 But held until 07.20 50 minutes baby's crying no translation to tell us what's happening. And when we finally departed plane herded like cattle. No notification where luggage was coming ie belt number people trying to get luggage trolley all locked and payment system locked must be against consumer rights to pay for a trolley only place I've seen this in the whole world travels I've been on then waited for 2 hours for luggage to arrive Edinburgh airport must be the worst in Europe it needs to expand to 3 times the size but what can you do when it's your local airport what experience to show traveling tourist to the capital.”

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Posted 1 year ago

“Security staff inefficient, appeared disinterested and very slow, causing long delays. The worst airport I have travelled through for a long time.”

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Posted 1 year ago

I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen.

Posted 1 year ago

“Shocking customer service. My car was dented by the staff at the official airport parking. Try getting in touch with them, they are uncontactable. All you have is a webform which is ignored. Dog awful customer service.”

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Posted 1 year ago

“Waited 45 minutes for luggage from midday Gatwick flight. Operational reasons was the pathetic excuse. In addition, arrival gate was filthy, as were many other areas of the airport. Gents toilets in domestic baggage reclaim areas stank of stale urine! Scotlands capital deserves a much better airport.”

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

“Arrived yesterday into the shambles that is Edinburgh Airport. Just the usual really. No stand for the plane to disembark,herded on to cramped buses for 15 minutes to be taken to the utterly shambolic passport control. Massive queues,and 4 of the 10 gates were out of order. On to the filthy baggage hall. 3 flights on the one carousel,nowhere near good enough. I actually have the misfortune of having to return to this miserable place today. Flying out is much the same experience. What must tourists think when this is the first thing they see in Scotland. Sort this out please we are charged enough for using this godforsaken place.”

Helpful Report

Posted 1 year ago

Hello, Thanks for your review. I am sorry to hear you never had a pleasant experience with us. 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

Posted 1 year ago

“No trolleys Shortage of baggage handling staff led to delays in collecting baggage Baggage reclaim area dirty needs a good clean Capital of Scotland, international airport needs a massive improvement on the very basics. Appears people have been complaining for some time perhaps it's time to sort it out. What must visitors think.”

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Posted 1 year ago

“The only airport I have ever landed at where there have been NO available luggage trolleys on arrival. And this has happened several times!! And don’t start me on other issues. It’s basically a shambles of an airport. A total embarrassment!.”

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Posted 1 year ago

“I am very disappointed regarding the liquids policy to fit in one small zip lock bag. My daughter had to throw away $50 worth of products. Nice trick to then enter the beauty products over abundance of overpriced products immediately after confiscating the products I also was disappointed at the security staff. The person patrolling the area was rude and lacked basic decency. He would not even make eye contact to let you know he was addressing your question. Wow, really Scotland, you can do better.”

Helpful Report

Posted 1 year ago

Thank you for your review. Rules regarding liquids at security have been in place since 2006 and there have not yet been any changes to the rules. This is highlighted on both our and the UK government's website and is also made clear on approach to and within the security halls. Kind regards, Customer Support Team

Posted 1 year ago

“It was crowded and I understand that. But the people working there and the overall security checks were too slow making us stand for more than 1 hour until we pass through to go to our gate”

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Posted 1 year ago

“Special Assistance service is appalling. On arrival from Tenerife at 01.45am no Special Assistance was waiting. Eventually I member of staff appeared with 3 wheelchairs and took one person into the terminal leaving 2 of us sitting on the runway in the rain until 2 aircraft crew from Jet2 wheeled us into the terminal when eventually Special Assistance lady appeared she had to take both wheelchairs to the baggage carousel where we were abandoned. A lady from Jet2 had to retrieve our luggage from the carousel and kindly remained with us until she had to leave to attend to another flight. On her return she discovered we were still waiting on someone to take us out to the pick up point which she then had to arrange. We had been sitting at the empty carousel for about an hour. Fortunately our pre-booked taxi was still waiting for us and we arrived home at 4am which is a 20 minute journey from the airport. The Special Assistance service given in Tenerife was first class and staff there were only too happy to help so why is it so bad in Edinburgh?*”

Helpful Report

Posted 1 year ago

Thank you for your review. If you can please fill in our contact form we can send your details onto our Special Assistance provider OCS to investigate. https://support.edinburghairport.com/hc/en-gb/requests/new Kind regards, Customer Support Team

Posted 1 year ago

“I came into Edinburgh airport on a jet 2 flight from palma majorca,the flight duration was 2hrs 50mins and we spent 1hr 35mins trying to get in and out of the airport!!!. No1 It started badly we were sent to the other side of airport because there was no stand available for the aircraft☹️ No2 we arrive in customs and i mean just inside the building!!!.There were another 2 flights and us crammed into never ending snaking queue's, only 4 custom officer's on passports?? and one guy trying to manage people through the automated passport control area's who was clearly embarrassed by the situation and just called it shambolic!!! No3 finaly we arrive at baggage carousell 8 which has a staggering amount of people all from 3 different flights trying to reclaim thier baggage!!!, i am sure you by now can imagine how long that took us to retreive our cases😖.I am sorry to say this is not the first time we have had issue's like this at Edinburgh airport,but nothing like this,it was chaotic.So in short when a 2hr 50m flight equates to a 1hr 35m wait at your returning airport something is seriously wrong!! P.S might be a good idea to take the international sign down,it's a bit embarrasing.”

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Posted 1 year ago

“Arrived at Edinburgh airport from Prague and had to remain on plane for 45mins as there was no bus available to transport the passengers from plane to terminal building. When we finally got off the plane, the transport bus was quickly filled with passengers and there was insufficient space for everyone to get on with their baggage. Ground crew watched from a distance as the bus filled & did not attempt to help encourage passengers to squeeze in. The ground crew staff were observing instead of assisting and seemed completely disinterested. We had to ask for a staff member for support to encourage passengers to move up so we could get on. The passengers were unaware that another bus wasn’t coming. The first ground staff I asked for help didn’t respond to my request and just ignored me completely. The long wait at the end of the journey to disembark & then lack of provision of a bus seemed ludicrous and unacceptable. I’m embarrassed about my home country experience for travellers arriving. I was also really concerned about the H&S aspect re weight limit on the bus and appalled at the lack of support from staff. This is not an isolated incident. We have had similar experiences previously and always at Edinburgh Airport. I’ve never complained before but felt compelled to to do on this occasion. The staff seemed disinterested in helping and displayed a lack of courtesy. I did note the “no excuse for abuse” signage in the terminal building and completely support and agree with this. It does make me wonder if this is an experience travellers regularly receive? Airport management need to address these issues and sort out how the airport is run.”

Helpful Report

Posted 1 year ago

Hello, I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. 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

Posted 1 year ago

“Athens to Edinburgh , bus dropped us off after a wait while the ground crew got lost it was about 1/2 mile from passport control up 3 flights of stairs some elderly people were really struggling, where we were met my hundreds of people jostling to get a place in the long queue. I counted 3 Border Force operatives in kiosks and one on E Gate. The hall was like a farm shed. No help from staff when questioned Found then place to be dirty throughout , just my opinion but Newcastle for me from now on (Would have took some pictures but told I was not allowed to in hall ) PS paid extra for business class trip where we were fast tracked through Athens Airport but not on return”

Helpful Report

Posted 1 year ago

Hello, I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. Thank you for your feedback. I will be sure to pass this onto the relevant team. 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

Posted 1 year ago

“Extremely Disappointing Experience I recently had the misfortune of dealing with your staff, and I have never encountered such rudeness and unprofessional behavior in my entire life. The employees were unpleasant, poorly mannered, and completely fell short in every aspect of customer service. From the moment I arrived, I was met with an unwelcoming attitude. The staff seemed disinterested in helping and displayed a lack of basic courtesy. This level of service is unacceptable, especially for a business that relies on public interaction. I strongly urge the management to address these issues immediately. Proper training in customer service and basic manners is clearly needed. This experience has left a very negative impression, and I hope no other customer has to endure what I went through. Until these issues are resolved, I cannot give you more than the 1 star and that is only because i cannot do no stars”

Helpful Report

Posted 1 year ago

Hello , I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. 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

Posted 1 year ago

“Having travelled from the wonderful Athens Airport where the staff are friendly and helpful, security is filled with space and light, we arrived at Edinburgh. Staff rude and unhelpful, we were treated worse than sheep, the airport is shabby, dirty and unwelcoming. We felt like apologising to our Greek fellow passengers! Well the staff certainly wouldn’t! Pull your socks up Edinburgh Airport!”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review. I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. I will pass your feedback over to the relevant team and ensure that this is taken into consideration. Kind regards, Customer Support Team

Posted 1 year ago

“The airport is filthy, dirt, dust, hair balls and litter in every stairwell, corridor or corner. Security and passport control surely can’t be safe, hundreds of passengers rammed in up a long corridor before passport control not moving. And security was a shamble with the escalator up to it having to be emergency stopped to stop overcrowding at the top. An embarrassment to Scotland.”

Helpful Report

Posted 1 year ago

Hello, I’m sorry to hear that you didn’t have a pleasant experience. We strive to deliver a seamless journey for our customers and it’s disappointing to hear when this doesn’t happen. I will pass your comments over to the relevant team and they can look into this. Kind regards, Customer Support Team

Posted 1 year ago

“Edinburgh airport is dirty, inefficient and an embarrassment to Scotland !! Bob L”

Helpful Report

Posted 1 year ago

“Poorly run lots of employees with clipboards ticking all the boxes baggage nothing really happens takes a lifetime embarrassment compared to other countries but this is what happens when every employee has a pen”

Helpful Report

Posted 1 year ago

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