Edinburgh Airport

Customer Reviews

No Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Queuing Times 12345
Food Beverages 12345
Airport Staff 12345
Customer rating from 548 reviews
3/10
No Skytrax Rating
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1/10

"no stairs for disembarkation"

(United Kingdom)

Not Verified | Once again I arrive back at Edinburgh and no stairs available for disembarkation. This isn't the first time, it seems to be a regular occurence and it really is complete incompetence. Apparently the ground staff don't use the airbridge as it takes too long to use. Can't be any longer than the 35 odd minutes we sat on the plane waiting.
Experience At AirportArrival and Departure
Date VisitSeptember 2018
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"passport control was a nightmare"

(United Kingdom)

Trip Verified | We arrived in to Edinburgh at approximately 12.15 am on 19 September and the passport control was a nightmare. 3 flights had arrived and it was crammed with people, many queuing on the stairs and beyond just to get into the passport hall. My point is that Edinburgh is continually expanding and but the passport control area is not, how do the authorities expect this area to perform well if it's not being expanded to manage the increase in traffic - or are they not bothered? Another point is the electronic passport control normally closes at 12 am - I was pleasantly surprised to see it still open on our arrival. That wasn't set to continue though, we managed to get through but right after that a member of staff said to a colleague that they were closing the electronic. Why would that be when there was still a huge backlog of people to be processed? End of shift or staff overtime ran out? His colleague replied 'you'll have a riot if you do that' - we were through by then so I can't say what the outcome was. Electronic passport checks being closed because the staff shifts have finished is mad.
Experience At AirportArrival and Departure
Date VisitSeptember 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
no
2/10

"Absolutely awful staff"

(United Kingdom)

Not Verified | Absolutely awful staff. Rude and unwilling to help. Claimed I had only paid for one suitcase so was shown where to go to get the issue resolved. Once I arrived for help and showed proof that I had in fact paid for 2 the girl was extremely rude and frankly snidey showing no interest in helping. Disgusting costumer service. Seriously puts me of coming to this airport as they are unwilling to help with issues which many passengers will have.
Experience At AirportDeparture Only
Date VisitSeptember 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
no
2/10

"irritable and confrontational"

(Malta)

Trip Verified | The airport is quite chaotic even when compared to others with considerably more airline and passenger traffic (e.g. Heathrow and Frankfurt). I think management would do well to undertake a comprehensive overhaul of how the airport operates. What I found considerably disturbing is the confrontational attitude of some of the staff at the security check area. I am referring in particular to the people supposedly guiding passengers when they are placing their belongings in the trays to go through the x-ray system. They speak to non-British passengers in a broad Scottish accent which, despite being quaint and charming, does not lend itself quite so easily to comprehension at the first take, especially to foreigners. Upon politely being asked to repeat her instructions, one such official became very irritable and confrontational demonstrating an unrefined character that is perhaps not recommended in someone who interacts with other people on a continuous basis. By contrast, the officials manning the frisking area were very polite and helpful. My recommendation to Edinburgh Airport management is to distribute name tags to the employees. Passengers would be able to identify the person with precision in any complaint that they make, and the inappropriate behaviour of one individual would not reflect negatively on others. The incident in question happened at 6.30 am on Thursday 13 September 2018.
Experience At AirportArrival and Departure
Date VisitSeptember 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
1/10

"Hopeless from Start to Finish"

(United Kingdom)

Not Verified | Hopeless from Start to Finish. Worst I have been to in many a long time. Shambolic and totally disorganised. Clearly work ongoing but easier to knock it down and start again designing with the end customer in mind. Thank goodness I don’t travel here much.
Experience At AirportDeparture Only
Date VisitSeptember 2018
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
2/10

"airport gets worse and worse"

(United Kingdom)

Not Verified | Edinburgh airport gets worse and worse, a shock to come home to this, after the stylish and attractive airports in other European cities. Other reviews say the same - it has grown beyond its capacity, and the response has been piecemeal so that we have a disorganised, dark, confusing and ugly space, surrounded by improvised transport connections and acres of messy car parks. And we waited nearly an hour for the bags to come out, without any information.
Experience At AirportArrival Only
Date VisitSeptember 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
no
3/10

"has lost the plot"

(United Kingdom)

Not Verified | What a soulless shopping centre this airport has become - virtually no thought given to customer comfort or experience. Passengers are just processed and moved on past relentless shopping franchises until they are gone. The waiting seats are badly placed, very hard and in short supply. More space is given to selling raffle tickets for a car than additional customer comfort. This is an airport that has lost the plot and simply given in to greed. If only the chief exec would trundle a suitcase through the airport themselves and find the long stay bus, etc they would see the misery they inflict on the paying public.
Experience At AirportArrival and Departure
Date VisitAugust 2018
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
3/10

"cynical moneymaking operation"

(United States)

Not Verified | Basically, the place is a cynical and barely disguised moneymaking operation, with air transit thrown in as an inconvenient afterthought. Take the trolley (tram) to the Ingliston Park&Ride stop for 1.70 pounds and then walk the rest of the way to the airport. The walk takes 15 minutes and there is a flat sidewalk all the way through so even wheeling a suitcase is doable. Grab a sandwich or something and take an empty water bottle before you go; refill the bottle with water at the fountain right after the duty-free exit. You can then have a nice meal for much, much less than the overpriced airport food. After duty-free, turn right and keep on walking, past the eateries, past the disabled-assistance area, keep going to gates 14 and later. There's a massive seating area there, which is much less busy than the main concourse. Buy nothing. Spend money on nothing. Take a stand on principle. You can tell what this airport is about before you even get there. All the transportation options are premium services. There are no regular buses going there; only "SkyLink" lines, which are almost four times the price of a regular city bus. The trolley (tramway), which costs 1.70 anywhere else in Edinburgh, is priced at £6 for just that one last stop to the airport. The less said about the price gouging you're in for if taking your car and getting a cab, the better. I never had to check-in at the airport so can't comment on that, and, unlike many others, I never found the line at security to be too bad. The staff at security, however... You're greeted with the sound of, usually, a young woman screeching about something or other ("Tablets and liquids out of the bag. Take your belt off. Put your shoes in a tray). I found the staff to be invariably surly, curt, clinical, humorless - very unlike Scottish people. Pity. Then you have to run the gamut of the duty-free scam to get anywhere near the gates but, oh of course, you can't actually go to your gate because they won't tell you which one it is until five minutes before boarding so as to maximize the time you are supposed to spend shopping and eating (= $$$). Boarding is a hit-and-miss affair. Sometimes it all goes well: gate - jetway - airplane. Sometimes it's total chaos: gate - herded on bus - bus crowded to bursting - bus waiting forever in freezing cold with doors open - bus finally leaves (sometimes only 80 feet, if that) - bus disgorges the dozens of passengers - said passengers stampede to the one set of steps made available (there are almost never rear-door stairs provided). That said, may the good Lord and baby Jesus help you if you have documents the gate staff is unfamiliar with, such as my wife's E.U. residence card: You will be delayed and get on the plane last. Every. Single. Time. Allow regular municipal buses to serve the airport, reduce the trolley fare, and scrap the drop-off fees. Provide more seating; yes, even if it means removing some of the stores! Train staff to be polite, to smile, to crack a joke perhaps; traveling is more stressful for us than for them. Announce the gates as early as possible. Revamp the signage so it is much bigger and more legible, and lower the height of the screens because not all of us have 20/20 vision. Free and unlimited Wi-Fi is not a luxury anymore but a must.
Experience At AirportDeparture Only
Date VisitAugust 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"disorganized, dirty, and messy"

(United States)

Not Verified | The worst experience in over 30 years of extensive international travel. Everything was disorganized, dirty, and messy. Line for passport check was ridiculously long and moved at a snail's pace. Hope to return to Edinburgh, which is an amazing city, but hopefully never through this airport. So glad we are not leaving from there.
Experience At AirportArrival Only
Date VisitAugust 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"nothing but queues and chaos"

(United Kingdom)

Not Verified | We experienced nothing but queues and chaos at Edinburgh airport on the 12th August. We left home with plenty of time for our flight to Malaga at what should have been a quiet time but because there wasn't nearly enough staff or information we still had to run. Absolute shambles, get your act together Edinburgh Airport.
Experience At AirportDeparture Only
Date VisitAugust 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Staff 12345
no