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
Sort Reviews by :
Show
na

Edinburgh Airport customer review

(United Kingdom)

I have travelled from Edinburgh airport about three times a month for the last 12 years and have generally found it to be one of the best airport experiences throughout the British Isles. All of this has drastically changed for the worse since the new security hall has been introduced. I have used it six times now and have had awful experiences on each occasion - massive queues slow process for tray loading staff being rather sharp with customers (probably because they are stressed too). The old security system was never really that bad but this new investment just isn't working. I was told yesterday that management have underestimated the staffing requirements and are actively recruiting. I am not convinced that this will solve all the issues. The actual operational process at the machines is where I believe the greatest hold ups are being caused. To top it all I was selected "randomly" yesterday when I went through the x-ray door. Historically this would have meant being quickly frisk- searched. However you now have to queue to go through a body scanner. This resulted in a further delay waiting to queue for the scanner. Not impressed. I am now beginning to consider driving to Glasgow Airport or using the train as there is no real sign of this improving. If it's like this in the quieter winter months I fear that it is going to be utterly unbearable in the summer holiday season. The management team at the airport should not be scared of reversing this dreadful decision and have a re-think about the best system to deploy. The current one is useless.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
2/10

Edinburgh Airport customer review

(United Kingdom)

Used to like Edinburgh airport but having flown here on 18 December and back to Bristol on the same day I can honestly say it's deteriorated. The new security area is a shambles with long snaking queues and security personnel barking instructions to stand behind people on a circle on the floor whilst waiting to get near the belt to get a tray for your belongings. Very chaotic not enough trays coming down and mixed instructions adding to longer queues. Being barked at to move away at the other end whilst still trying to gather belongings isn't good either. Leave plenty of time as its elongated the security process!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Edinburgh Airport customer review

(United Kingdom)

Security bit is Horrible. Very long queuing. I travelled 3 times in the last month and each time was worse. 20th of December queues for security control were up to the mechanic escalator at the entrance of the airport. Arrived with 1 hour in advance to just go through security check and got stuck for circa 50 min at security line. Fearing I would miss my plane I had to ask staff to let me pass to the front and then run to barely make it to the flight Edinburgh airport used to be a pleasant experience with never more than 20 min waiting for security check. Now make sure you arrive to the airport no more than 1.30h in advance (only for security!) or you will be missing your flight.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Edinburgh Airport customer review

(United Kingdom)

I have used Edinburgh airport quite a few times in the past couple of years and am sorry to say the management need to address customer service because it is terrible. On arrival two weeks ago check in took over 45 minutes and there was only 36 people in the queue. There were two staff at the desk but one spent most of the time on the phone. After this we went upstairs to security which is a joke. Only two lanes open with hundreds of people waiting in line. Staff are off hand and rude. New security halls are coming into service which is great but why is there a need to provide such bad service at the old ones? Security needs to be done properly however surely more lanes can be kept open to get the passengers through. We arrived at the airport more than two hours before the flight and only just got on the plane with no breakfast and having spent not a penny in the fancy shops because there was no time left. Returning was no better. The plane disembarked onto the concrete and we were left standing outside the building in the rain for 15 minutes because immigration didn't seem to have its act together and we therefore were not allowed inside the building. This is supposed to be Scotland's flagship airport.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Edinburgh Airport customer review

(United Kingdom)

The queues at security are awful they don't have enough lanes open and they don't manage them well. Arrive early!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Edinburgh Airport customer review

(United Kingdom)

Worst design for processing passengers through security. I travelled through the airport with 5 other staff members on 6 December 2014. The airport was not particularly busy but the security process was total chaos in spite of there being active "queue managers" trying to marshal the corralled passengers. This really has to revert to "first come first served". Lining 6 passengers up to put trays onto a belt could only ever work if they all put them on at exactly the same time moved away at the same time and then the next set of passengers replace them at the same time. I used to like Edinburgh airport but this is now so bad I would consider flying into Glasgow and getting the train over if I had future business in Edinburgh.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Edinburgh Airport customer review

(United Kingdom)

The new security hall is appalling staff do not appear to have been sufficiently trained in the use of the new equipment nor are there enough hand scanners for the staff. The scanning machines are over-sensitive they identified my ancient Kindle which has been through many airport security scanners without any problem as being a potentially hazardous device! Staff were unsympathetic to travellers' concerns that they might miss flights offering only obviously management authorised platitudes. The lack of information and assistance was disgraceful. My experience of the security hall was very early in the morning I shudder to think what it must be like when the terminal is at its busiest.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Edinburgh Airport customer review

(United Kingdom)

Arrived at 5.40 am for a 6.45 flight. Had checked in online and had only hand baggage. Went directly to security where we were forced to wait outside closed doors for five minutes. Edinburgh is transitioning to a new security hall. The passengers who have already been through security in the new hall have to cross at right angles the passengers who have yet to go through security in the old hall. Their solution is to close the doors to the old hall let the "new hall" passengers cross then close the doors to the new hall and let passengers pile into the old hall. We were told not to go to the new hall but wait there for the old hall. So we waited. On entry we found an enormous queue of passengers and only two security lanes (plus fast track) in operation. This was rush hour at Edinburgh airport. There was no calling of passengers forward for flights that were already boarding it was a case of hurry-up-and-wait (and no information). The passengers were shirty the security staff were harassed and rude. Bottom line - despite being an hour early for my flight and only needing to get through security I missed my plane. I wasn't the only one - three of us converged on the boarding gate at the same time. The only alternative flight was towards the end of the afternoon so my trip was cancelled. Edinburgh security used to be a dream (10-15 mins even during rush hour). Now it's a nightmare. There's no information on the website to let you know to be very early for your flight. Fast-track might just be worth it although another reviewer's comment about the lack of fast track in the new hall suggests maybe not.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

Edinburgh Airport customer review

(United Kingdom)

I arrived at the Airport at circa 5pm on October 10th for a domestic flight. The existing security "hall" had literally just been closed to the pubic (still open for staff and flight crews) and we were all ushered into the new facility. New normally means better - at least that's what I thought. It was total chaos. There was no queue management leading into the new hall and several people almost came to blows as passengers who had paid for priority through security walked past the long (stretching all the way back to the escalators) queue searching in vain for the non-existent priority lane. Once I reached the top of the queue there was even more chaos this time caused by the fact that there was active queue management - mis-management would be more like it - and only 2 security scanners operational. Staff were shouting out that passengers should go to a numbered spaces to put belongings in trays for scanning. Guess what no numbered spaces just a line of plastic trays on a table staff on the actual security conveyor belt were highly aggressive and very rude they paid no attention to the concept of customer service and had no understanding that when you put your valuables in a tray you need to be able to see where that tray is to make sure that no-one reaches in and lifts things out. No doubt they were just as stressed by the shambolic operation of the new hall as we were but we are the ones who pay to use the facilities and need to be treated as valued customers. For the airport which would like to see itself as Scotland's premier airport and Edinburgh's gateway to the world it was a complete shambles and an utter disgrace. Those responsible for closing the existing facility during the day (on a very busy day at that) and making the passengers use a new facility which was woefully unready (only 2 of the lines were open!) should be sacked.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
5/10

Edinburgh Airport customer review

(United Kingdom)

EDI-LHR Monday 22nd September. I arrived at 08.10 for a flight departing at 09.10 to find that what is normally no more than twenty minutes in the security queue stretched out to just on forty minutes. I know that a Monday morning will be busy but when I'd got through - with my flight starting to board - I could see that six of the twelve or so scanners were not in action. Hence the pandemonium. Really with the competition from a train to London this is an own-goal. The new tram stops next to the about-to-be-opened terminal extension but note also that for most of the day the bus will be faster and for casual traffic it is cheaper (£4/£7 return versus £5/£9 return).
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes