FAQs

Advantages of pre-booking online

How does pre-booking benefit me?

The biggest advantage is that a parking space will be kept free for you on a particular level in the multi-storey car park or in car park 3. So you won't waste time driving around looking for a parking space when you get there or end up having to park in a car park further away from the Terminal.

In addition, you don't need to keep a parking ticket safe while you are away. You don't have to pay at the pay station, and you don't have to make sure you have the right cash with you. Pre-booking your parking is more convenient, it saves time and money and it is much less stressful. Another advantage is the range of attractive discounts we offer (when available).

Details of our latest discounts can be found here on the Internet, in our publications or in daily newspapers.

Entering the car park

How do I get into the car park when I have pre-booked online?

Simply insert the card you designated as your access card when you made the booking (credit card, debit card) in the slot in the ticket machine at the barrier. As long as you enter the car park at your pre-booked time, the barrier will recognise your card and open. You can now enter without taking a parking ticket. Don't forget to remove your credit or debit card from the machine.

What happens if I want to enter before my pre-booked time?

Generally you will have a period of grace of 120 minutes before your pre-booked time in case you arrive early. Please make sure you enter the car park using the payment card you used for the booking. If you take a ticket at the barrier, you will not be able to use your access card to exit the car park.

What if the car park signs are showing that the car park is full?

If you have pre-booked a parking space, you can still enter the car park using your designated access card (credit card or debit card). Your parking space will be guaranteed even if the signs read "Full".

What happens if I take a parking ticket at the barrier?

You must enter the car park using the access card you designated when you made the booking. If you don't, you won't be able to exit the car park using this access card. If you accidentally take a ticket, drive straight out again and enter again. Please note that you may have to pay a parking charge, so don't forget to take your ticket to the pay station before exiting.

When I enter with my payment card, do I also have to take a parking ticket?

No. You only need to insert the access card you designated when you made the booking (credit card or debit card). You can see which card you used on the booking confirmation you received.

What happens if I am late and do not arrive at the time I booked?

When you pre-book a parking space in the multi-storey car park, you can enter once at any time during your booked parking time. The same applies in outdoor car park P3.

What do I do if I have a problem at the car park barrier?

There are help buttons on all the entrance and exit barriers which connect to our car park service staff. They are on hand to help you 24 hours a day, 7 days a week. Describe your problem to the member of staff.

Which access card will not work at the entrance barrier?

When booking your parking space and entering the car park, please note that the access card you use must be an offline card. There are two different types of credit card: offline and online cards. Prepaid cards are not usually offline cards, for example.
You can book and pay for a parking space with a prepaid card but the entrance barrier in the multi-storey car park will not recognise it as an access card. Therefore, you cannot enter our multi-storey car park with one of these cards.

Exiting the car park

How do I exit the car park?

Insert your designated access card (credit card, debit card) into the ticket reader at the exit barrier. The barrier will open and you can leave. Don't forget to remove your credit or debit card from the machine.

Do I need to go to the pay station before I exit the car park?

No, there is no need to go to the pay station. You can drive straight to the exit.

Is it a problem if I overstay my pre-booked parking time?

No. But if you book and prepay online, any additional parking time will be charged to you at the tariffs valid at the time.

What happens if I overstay my pre-booked parking time?

Generally you will have a period of grace of up to 30 minutes within which to leave the car park after the end of your booked parking period. If you exit the car park later, the excess parking time will be debited from the credit card or debit card you insert in the card reader at the exit barrier. The excess will be charged at the tariffs shown on the price list. If you have to pay an excess, you will be informed at the exit barrier and you will be given a receipt.

Is it enough if I insert my credit card or debit card at the exit only?

No. The system needs to confirm your entry and exit with your designated access card to ensure that the transaction is properly registered. 

Can I enter and exit more than once during my pre-booked parking time?

No, your booking only allows you to enter and exit the car park once.

Can I get a refund if I leave earlier than my pre-booked time?

No, no refunds are given.

General information about pre-booking online

Can I cancel or change my parking space booking?

You can cancel your parking space booking once, but you cannot change it.  Depending on how close to your pre-booked date you cancel, you may have to pay a cancellation fee (see the Terms & Conditions of Business).

Do you have to book by a certain time?

Yes. You can book a car parking space up to 24 hours before the time you want to park.

Do I book a particular parking space or a particular level?

No, you are simply booking a free space in your choice of car park. We guarantee that we will keep a space free for you in the car park. You can find the nearest free space quickly and easily using our parking guidance system.

Will I get an invoice with my booking?

Yes, attached to your confirmation email you will receive an invoice for your booking in PDF format. You will need Acrobat Reader to read the invoice. This can be downloaded on the internet free of charge.

Why do I need to set up a customer account?

Logging in enables you to view your booking later on and print it. It also enables you to cancel it if necessary. Next time you pre-book a parking space, you won't have to re-enter most of the information as it will be remembered.

What happens if I forget my password?

In this case, you can have your password sent to the email address you booked with by going to 'Forgotten your password?'. We recommend changing your password after that.

What happens if my designated credit card or debit card is no longer valid when I travel?

Your designated access card must be valid at least until the end of your pre-booked parking time.

Why won’t my debit card payment go through?

You can only pay by debit card if your card was issued by a bank based in Germany, and you book up to 7 weeks before your parking date.