Failure to Provide Booked Parking and Shuttle Service
I hereby wish to express my extreme dissatisfaction with the very poor service provided by New Airport Parking.
I arrived at the parking facility at 5:20 a.m., as requested by your company (half an hour before my 6:50 a.m. flight), having arranged to park my car at 5:30 a.m. and to be taken to the airport by shuttle. However, I waited between 10 and 15 minutes for someone to appear, and no one showed up. I knocked on the reception door and received no response whatsoever.
Due to this complete lack of assistance and professionalism, I was forced to leave the premises in order not to miss my flight. As a direct consequence of this poor service, I had to pay double for airport parking and was still required to walk from the airport parking area to the terminal, and almost lost my flight.
I consider this situation unacceptable and indicative of an extremely negligent service. I therefore fully expect to receive a refund for this service not provided due to an error on the part of your company.
Furthermore, I contacted your company by phone and spoke with a representative who confirmed that they had seen my email and that the matter would be handled. However, more than one day has now passed and the situation remains unresolved.
Reply from NewAirpark.com
Dear Customer,
Thank you for your message and your email dated 02/03/2026, to which we replied within 24 hours, explaining the following.
Firstly, we would like to correct you: we recommend that our customers allow 30 minutes between arriving at the car park and the time they wish to be at the airport/train station, i.e. approximately 2½ hours before departure time. This is clearly stated on the booking form on our website. However, as your flight was scheduled for 6:50 a.m., it was advisable in your case to book your arrival at the car park for 4:30 a.m., and not 5:30 a.m. as you requested.
When you arrived at 5:25 a.m., as you mentioned, our driver had not yet returned as he was completing a previous shuttle to the airport to drop off other passengers. The reception doors were therefore closed at that early hour, but when you knocked on the door, you would have seen the following message displayed in several places on the glass doors: ‘Customer transfer in progress. Please wait.’
We regret that you did not wish to wait for our driver to return and deliberately decided to park at the airport.
You will therefore understand that, in view of these circumstances, we cannot be held responsible for your various choices, neither for the arrival time selected at the time of your booking, nor for the fact that you left to park at the airport.
Wishing you an excellent day,
Kind regards,
NewAirpark Customer Service