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Frequently asked questions about parking

Below are some questions frequently put to our Customer Service Centre (CSC).

Is it possible that my parking charge has been calculated incorrectly?

 

The time displayed on our machines has been set manually. This time may not be what it says on your radio-controlled watch or satellite time. These times can vary by a couple of minutes.

Our machines (entrance/pay stations) are synchronized i.e. the registered time on entry is used as a basis/starting point for calculating your parking fee.

I did not receive a receipt / I need a receipt later

 

You can talk to us at the pay station by pressing the call button. We can then print a receipt and send it to you by e-mail, as parking has clearly been documented. We can also give you a receipt later. If you leave your e-mail address a member of staff will send you the information about the procedure. If you do not wish to give your e-mail address at the machine you can contact us via customerservice@apcoa.de.

Payment with notes

 

Please insert notes by pushing them against the left hand side. If the notes are still rejected please contact our control centre by pressing the call button. A member of staff will be glad to help you.

What do I do when I receive a refund ticket / value ticket / exit ticket?

 

Refund ticket:
Please send us the original refund ticket  (an electronic copy or photocopy of the ticket will not be accepted) by post to APCOA PARKING Deutschland GmbH, Postfach 23 04 63, 70624 Stuttgart and include your bank details. We will transfer the refund plus postage to your account within a fortnight. 

Value ticket:
Use this ticket to pay your parking fee at the pay station.

Please insert your parking ticket first and then the value ticket you received (into the same slot). Your parking fee will be reduced by the amount on the value ticket. Once you have paid the amount displayed you will receive your exit ticket as usual. The value ticket will remain in the machine.

Please do not send us value tickets as we cannot refund them.

Exit ticket:
Use this ticket to go straight to the exit barrier and leave the car park without using the pay station first.  

Time to exit

 

The waiting time between paying at the machine and exiting at the barrier depends on the size of the car park. The way from the machine to your vehicle and driving up to the barrier has been taken into account and gives you enough time. If however you do exceed the waiting time the exit terminal will ask you to pay the arrears.

Please go to the nearest pay station. If you do not know where the nearest pay station is, press the call button at the exit barrier and ask a member of staff for help.

Long-term parking – contract and cancellation

 

You can complete a contract anytime online via our website (www.apcoa.de). Alternatively you can contact us via e-mail service@apcoa.de.

Should you wish to cancel your contract please send a letter by post or e-mail  service@apcoa.de). Please provide both your customer and contract number.

Season tickets (maximum term: 3 months)

 

You can book season tickets online anytime on our website (www.apcoa.de).

Alternatively you can contact us on ticketservice@apcoa.de .

Please note:

It is not possible to cancel or terminate the contract early.

Airport reservation

 

You can reserve and book parking spaces anytime and exclusively online by visiting the airport website.

Should you have questions please write to airport@apcoa.de .

Requests for cancellation can also be sent to this address airport@apcoa.de.

How to contact us

 

The parking control centre is staffed 24/7. Please use the call button in the car park which is located at both entrance and exit barriers as well as pay stations.

Our Customer Service Center is available Monday to Friday 9.00am – 5.00pm at the following number: 0711 305 70 305.

You can also contact us by e-mail service@apcoa.de.

Telephone contact

Would you prefer to talk to us by phone? Then get in touch with us
Monday to Friday
from 8:00 to 18:00 on

Phone: +49 (0) 711-30 57 03 05

Contact for prebooking customers

Berlin Schönefeld Airport:
Phone: 01805 / 90 44 43*
E-mail:  reservierung.schoenefeld@apcoa.de

Dusseldorf Airport:
Phone: 01805 / 90 44 43*
E-mail:  service@apcoa.de

Stuttgart Airport:
Phone: 0711 / 722 49 776
E-mail:  reservierung.STR@apcoa.de

*14 cents/min (incl. VAT) from a German landline phone, mobile rates max. 42 cents/min (incl. VAT)