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FAQ - Frequently asked questions

To get a quick answer, we have created an overview of the most asked questions.
How many types of parking do you have?

We have four types of parking: valet parking, shuttle parking, park sleep and fly, and parking on walking distance. Visit the parking types page for more information about each service.

What if my arrival at the car park is delayed?

You should let us know that you will be late before arrival so we can change it directly.

Do I have to leave my car keys at the car park?

Some parking facilities require you to leave your car keys while others don’t. You can easily filter on this preference in the filter function. The car park uses your car keys to make the car park more manageable; they won’t drive your car unnecessarily.

Can I use a different car?

Yes! You just let us know the license plate so we can change on your reservation.

What time should I arrive at the car park?

You should arrive at least 30 minutes before you need to be at the airport because it takes around 30 minutes to bring you and your luggage to the airport.

Do shuttle buses have times of operation?

Shuttle service has a flexible schedule that applies to both ways.

What's the shuttle parking process?

You park your car at the car park where you will be provided with all relevant information before boarding a shuttle bus with a flexible schedule to transfer you and your luggage to the airport. When you land and are ready to be driven home, you call the shuttle service to pick you up at the location discussed during departure. You can find more information on each car park’s website.

What's the valet parking process?

You drive to the airport and your car will be driven to the car park by one of their drivers. Call 30 minutes before arrival so the driver can come to wait for you and check your car. When you arrive and sign out, call the car park so they can bring your car to the location you agreed for you to directly drive home.

What are the operating hours of the car park?

Most car parks are open for business around the clock. If not it will be indicated in the car park’s icon. Parking facilities that are not open around the clock take the earliest and latest flights at the airport into consideration, including possible delays.

What is the capacity for the car park?

Each car park has its own capacity and this info is posted on its specific information page. To confirm, please contact our service centre.

What if my flight is delayed?

This is no cause for worry as we are aware flights at times experience delays. The car park shuttle service also has a flexible schedule. Contact the parking provider as soon as your flight is re-scheduled.

What is the carrying capacity of each shuttle bus?

Each car park has unique shuttle buses so you need to check the information on its page to know the carrying capacity. If you would like further clarification please contact our service centre.

Can the shuttle bus bring me and my wheelchair to the airport?

Ordinary shuttle buses will only transfer you if you fold (minimise) it; otherwise, use the disabled parking spots at the airport.

Does the parking have disabled parking spots?

Not all parking facilities offer this service; you’ll have to check the information on the page of the service provider to confirm. If you would need further assistance please contact our service centre.

I have reserved valet parking, where should I hand over my vehicle?

Near the departures hall and you have to call the parking facility 30 minutes before arrival time. Information such as telephone number is provided on the confirmation email.

How do I recognise the driver with whom I'll check my car?

The driver will be wearing company branded clothing. You have to provide information such as colour, brand, and number plate so that they can quickly recognise you.

How can I locate the parking facility?

The address is provided in the confirmation email.

Can I cancel my reservation?

Provided it’s at most 48 hours before departure (unless stated otherwise in your confirmation email) you are allowed to cancel your reservation. You may be charged a cancellation fee of up to 15% of the booking fee unless you purchased cancellation insurance.

After cancellation of your reservation from 14/09/2020, we will refund the outstanding amount to you as a voucher. With this voucher you can make a new reservation at a later date by entering your original reservation number (Mobian ID). You will receive 100% of the value of your original booking amount (minus transaction and cancellation insurance costs, if applicable) as a discount on your new booking.

You can redeem your voucher until 01/01/2022. If the voucher has not yet been redeemed by this date, we will automatically refund the outstanding amount to you. Please note that if you do not have cancellation insurance and you have not used your voucher by this date, a 15% cancellation fee will be deducted from your refund.

For more information check out our COVID-19 FAQs page.

To cancel your booking, click here (and enter your booking number and email address) or send an e-mail to info@parkhero.co.uk with your reservation number and request during service hours, Mon-Fri 9:00 am – 5:00 pm.

Do you support motorbike parking?

You can park your motorbike at the parking facility. You will need to let the parking facility know via the ‘comment field’ in the reservation form.

What if I have a complaint?

We apologize for any bad experiences that you may encounter at the parking facility. We encourage you to report your complaint directly to the parking company and record video or take pictures if necessary. Submit your complaints directly to us by mail for our official records. If your car was damaged you are required to directly file a complaint with the car park.

How do I know if parking spaces are available?

Once you have filled in your dates and your other parking requirements, our system automatically checks for available parking spots and displays them with current prices.

Can I book for more than one car?

If you want to book parking for more than one car you must make multiple reservations, as it is not possible to book more than one car simultaneously.

Is it necessary to book in advance?

Yes, because this is the only way to be assured of a parking spot. Advance booking is also cheaper than late parking and guarantees the best parking spot.

How many hours in advance can I book?

You book when parking facilities show availability on our site. Typically, valet service needs to be booked 24 hours in advance and shuttle services one hour before you need to depart from the airport.

How do I make an online reservation?

This is very easy with Parkhero! Choose the airport you will be departing from and fill in departure and arrival time and date. A list of all available parking facilities will be displayed for you to compare. After identifying the best one, make a reservation and all relevant information will be sent to your email within a couple of minutes.

What if I haven't received the confirmation email?

Don’t worry! Simply send us an e-mail and our friendly, professional customer service will be happy to assist you. Make sure to check your spam folder before contacting us.

Can I make adjustments to my reservation?

Yes, you can make adjustments up to 48 hours before the booking begins! Simply send us an email to info@parkhero.co.uk with your request and remember to include your booking number.

Which times should I insert?

Shuttle Service
On the departure date section, enter the time you would like to arrive at the parking facility. On the arrival date section, enter the time you would like to be picked up by the shuttle at the terminal.

Valet Service
On the departure date section, enter the time you would like to arrive at the nearest airport terminal. On the arrival dates section, enter the time you would like to receive your car again to directly drive home.

Can I make a reservation before I know all specifications of my flight?

Yes of course! You can make the reservation and request adjustments on your reservation up to 48 hours before it begins.

Where will my car be parked?

Your car will be securely parked as shown in the pictures on our website.

What if my car is damaged at the car park?

If your car is damaged at the car park make sure to directly notify the parking facility. Insurance rules require you to report it at the parking spot itself. It is recommended that you also take some pictures or videos. If you have opted for valet parking, make sure to thoroughly inspect your car.

What if I can't take my keys with me when departing the airport?

You can leave your keys with the parking to be safely stored until your return. They won’t use the keys to drive your car unnecessarily, but it may be necessary to occassionally move your car to make the car park more manageable.

Will the parking provider be driving my car?

The parking facility only drives your car when necessary. They only drive it when they want to make the facility more manageable and drive your car to you for you to drive home.

Is the parking facility reliable?

We always guarantee reliability! We only work with experienced and reliable partners with high rating/good reviews.

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