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

"unhelpful and untrained staff"

(United Kingdom)

Trip Verified | Has to be the most user unfriendly airport in UK. Surly, grumpy, unhelpful and untrained staff. Took 2 hours and 10 minutes from arrival to reach gate. Seemed to walk for so long just to reach other side of the airport. Lack of signage, dirty toilets, route was through duty free shops. Never again!
Experience At AirportArrival and Departure
Date VisitJune 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

"absolutely embarrassing disorder"

(United Kingdom)

Trip Verified | Edinburgh airport used to be a very efficient and convenient place to travel from or arrive to. Nowadays, since its huge expansion, it is ridiculously incapable of handling the large volume of traffic that it has attracted. I refer, in particular, to Passport Control. What a shambles. We waited 45 minutes to do the passport check in when departing - ok with that as it shows the strength and measure of security but on return we stood in a queue for an hour and ten minutes to have our passports checked. During our lengthy queue there were families with young infants screaming their heads off after their long flights. For a spell there were the computerised scanner machines but these were only offered briefly (in operation for perhaps 10 minutes then completely shut down) we had no choice but to wait in an enormous queue to be checked at a manned desk. There were several staffed desks but only 4 in operation when possibly 2 or 3 flights had landed. Who are these people who make decisions regarding the inspection of passports? Clearly not people who do air travel. How dare they treat us with disrespect, arrogance and even a lack of understanding - to be quite honest - they couldn't give a toss!. I have emailed my complaint to the airport and to be perfectly frank, I expect no response. We travelled during June which is not exactly peak of the season. How will visitors feel when the Edinburgh Festival is in full swing? An absolutely embarrassing disorder that despite advanced technology this airport just cannot reach the expected or required standard for a functional 'International' airport.
Experience At AirportArrival and Departure
Date VisitMarch 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
2/10

"what a poor facility"

(Australia)

Trip Verified | I have travelled through Edinburgh airport 3 times in June and was stunned by what a poor facility it is. Hire car facility is a substantial walk from the terminal and was heavily overloaded when I arrived resulting in a 30 minute wait. Signage is there but hard to read an unclear. Everything added delays. Our flight was disembarked via bus because a flight was late leaving our gate. Immigration was slow and staff for some reason prioritised certain people into a new queue that in effect slowed the one we were in. Add the car hire walk and wait and it took over an hour to get through and on our way. When we were walking to our flight a staff member was emptying garbage into a 2m high cart and pushing this slowly through the narrow walkways blocking them giving a feel of a low rent supermarket. On leaving our gate was found through a rabbit warren of temporary corridors due to construction, which is OK, but just added to the 'we don't care' feel of the place.
Experience At AirportArrival and Departure
Date VisitJune 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"Shambles, disastrous, rude, unhelpful"

(United Kingdom)

Not Verified | I was with my daughter who was taking the 6.15 flight to Nice with Easyjet. We got to the airport at 0430. There was no signage or help but eventually found a queue for baggage check in. Extremely busy. No staff. 20 minutes later got to the front of the queue and logged in to a machine to be told bag was overweight and to wait for assistance. No-one came. Found a very harassed man who told us to go to check in 21. I said the what the machine had told us and he waved his arms in the air and shouted 21, 21 at us. So we attempted to go to check in 21 only to find another huge queue in front of us. this was now 4.55am. One member of staff obviously overwhelmed. We got to the front of the queue at 0530. Panicking by now. Got through security but had to run to the gate. Shambles, disastrous, rude, unhelpful, no information etc... I know no-one is at their best at that time in the morning but his was beyond a joke and I certainly will not be in a hurry to use Edinburgh Airport again.
Experience At AirportDeparture Only
Date VisitJune 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
1/10

"I sincerely hope lessons will be learned"

(United Kingdom)

Trip Verified | My wife and I arrived from Jersey on BE 1130 at around 19.10hrs. We eventually arrived in the International baggage hall at band number 1 to reclaim baggage. No baggage arrived. Despite attempts by 'Assistance staff' assisting disabled passengers, no airport staff (i.e. their own manager, the Duty manager, Swissport, Flybe) were able to be contacted to find out what had happened to our baggage. After around an hour, a number of the passengers, many of whom were fairly elderly, including the disabled individuals and some who were to be bussed to Glasgow, were becoming quite distressed and, in my opinion the situation was at risk of turning into a medical or other category of incident where the only recourse would to have been to call the emergency services. Eventually, one of the assistance staff and the gentleman from the 'damaged/lost bags office' ascertained the bags had been unloaded to the incorrect band in Domestic arrivals. I had suspected this around 45 minutes earlier and had asked one of the 'Assistance staff' to go through to check if this had occurred. He dismissed this as - "that would never happen". I could not go, obviously, as I couldn't have returned 'air-side to the original 'Band 1’in the International baggage hall had I needed to. I eventually persuaded the gentleman from the 'damaged/lost bags office' to go through to the domestic side, which he kindly did, where he, in parallel with the 'Assistance staff' managed to actually track down someone in authority to resolve the situation. In this case the root cause was not the baggage routing error, which can happen anywhere. It was the time taken to find someone in authority to try to take charge and resolve the situation, i.e. put simply there was no effective communication or functioning and effective chain of command in place, no evidence of any joined-up thinking between the difference agencies and companies involved. This was not the middle of the night, it was 8pm on a Saturday. Fortunately, none of the elderly or vulnerable passengers, particularly the ones already stressed by being transferred to Glasgow took more seriously ill during this situation. We did eventually managed to exit the baggage hall, with bags at around 9pm. This was a very sorry episode indeed for Edinburgh Airport from which I sincerely hope lessons will be learned. In addition to all the other problematic aspects of the airport, well documented in reviews, there seems to be a further pattern of problems at Edinburgh Airport connected with baggage. At my last arrival here in April, my suitcase appeared to have been dropped from the plane, breaking a wheel off and requiring a replacement suitcase. Avoid Edinburgh airport if at all possible.
Experience At AirportArrival Only
Date VisitJune 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
2/10

"yet another shambles"

(United Kingdom)

Not Verified | Yet another shambles getting through passport control, only for that to be surpassed by baggage reclaim. After standing for 15 mins with 2 other flights at the same carousel we were changed to another with only 1 other flight. How many carousels does this airport actually have as the hall we were in only had 3? Surely that's not it? Yet you arrive and depart Malaga with absolute ease. The contrast is vast. I think Mr Dewar you would be better concentrating on improving arrival issues and forget about more shops, bars and hotels.
Experience At AirportArrival Only
Date VisitJune 2018
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
1/10

"shoddy excuse for an airport again"

(United Kingdom)

Not Verified | I'd rather travel to any other airport than use this shoddy excuse for an airport again. The parking prices are ridiculous, the overall feeling at check-in is chaos and you're forced to trundle through a line of shops to get to the departure gates. Probably the worst airport I've ever been to.
Experience At AirportDeparture Only
Date VisitJune 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

"get more empathetic staff"

(United Kingdom)

Trip Verified | I flew from this airport in April with my partner who is a New Zealand citizen. We dropped the ball with Ryanair policies, by not realising there needs to be a visa check for him and were refused entry onto the plane. This was seemingly our fault, however, we were dealt with very poorly and it cost us money and time. First of none of the gates we went through stopped or alerted my partner to the fact he needs a visa check. We were unaware of this, as I was the lead passenger and was not alerted to this need while checking in online. We were not alerted in any other way until we arrived at the gate. In the past he would have received a stamp at the gate, but apparently this has changed recently/ Employees of Swissport first of checked me in and right after attempted to check in my partner. He was told to go back to the downstairs desk to stamp his boarding pass, but the ladies neglected to tell him he will not make it back in time to board. I was left alone and waited, and was cornered along with another person, with a question "would you like to travel without your partner". Naturally I said I would prefer to wait, which the ladies at the gate too as a "no" and closed the gate in front of me without informing me of my options. My boyfriend ran and made it back about 5 minutes before the scheduled departure, but we were refused as it was too late. (I would like to mention that on our second flight we waited 15 minutes after the scheduled departure time, were chased from one gate to another, and then returned to the same gate again, for which there was no apology). The lady at the gate, same one who closed it in my face, smugly informed me that Ryanair alerts you 3 times that a visa check is required (not me, as I was the lead passenger, and I am an EU citizen, so no such alert appeared, even though I was checking a New Zealand citizen as well, but that's Ryanair, not swissport) and to "take it up with Ryainair". Another girl in the same exact situation was shoved away from the door. We were treated with no empathy, no understanding and plane rudeness. I had never had an experience as bad as that before. Just to sum up: - My boyfriend was sent for a stamp at a point when it was apparent he is not going to make it, but no one informed him. - I was only asked about my plans after I was separated from him, which was not a situation where I could make an informed decision - I was treated without any empathy and was not informed of my options (I was told I will hear them after I make a decision) - When I made a complaint I received a response to say the member of staff was disciplined, but had no response whatsoever to my second email detailing the costs suffered. One good thing about the situation - we were both booked on the next flight for free. We did have to make our way from a city about 300 km from our destination though and lost a whole day. Terrible service, I understand why stamp was needed but the way it was dealt with by the gate staff was appalling. The downstairs desk was a completely different story, and no complaints there. Please train people more or get more empathetic staff!
Experience At AirportArrival and Departure
Date VisitApril 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

"An awful experience"

(United Kingdom)

Trip Verified | An awful experience with both arrivals and departure but especially arrivals. Totally disorganised, had to wait on the tarmac for over half an hour just to enter a long poly tunnel queue to enter passport check. Once in the queue here another long wait. Would be very reluctant to use Edinburgh airport again and would definitely not recommend it. I have given a one star for queuing time only because I have to give something it deserves a minus score.
Experience At AirportArrival and Departure
Date VisitMay 2018
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Staff 12345
no
4/10

"had to queue for an hour"

(United Kingdom)

Trip Verified | I can’t believe how badly handled the arrival process has now become at Edinburgh airport. Just last month it ran very smoothly. Now it is apparently under a pilot queuing system which has quadrupled the length of time to queue to get your passport checked. I arrived on Friday afternoon and had to queue for an hour at passport control. There were no toilets before the queue for anyone to use. A passenger with mobility difficulties was forced to walk up two flights of stairs, was told by staff there were no more stairs, to then find she had a long walk and more stairs down to the passport check area. The lift wasn’t working either. The airport staff were doing their best to placate disgruntled passengers but they were telling passengers that the delay has become the norm now. Surely airport management can do better than this? Staggering arrival times rather than having multiple flights arriving at the same time might help? I am guessing that the FastTrack system where you can pay an extra £5 for a shorter waiting time at passport control is part of the pilot queuing system? It seems very short sighted. Come on Edinburgh, you are better than this! You are shaming our capital city.
Experience At AirportArrival and Departure
Date VisitMay 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
yes