Staff appeared to be under a huge amount of pressure and could not cope with the volume of business. They were not courteous and had very poor customer relations skills - perhaps a lack of training. We had to wait around 25 mins for our transfer to the airport and were told by the driver, when he eventually arrived, that we could have walked if we were in a hurry. We weren't in a hurry but the transfer service is meant to be every 15 mins. The actual reception area and facilities were like an old run down hut. The tannoy system between the reception staff and the transfer drivers was stuck at full volume and drowned out all conversation between staff and customers. The staff lost the car keys of two customers while I was waiting to be attended to. The woman behind saythe desk queried whether I even had a booking - I did. On my return two days later, my flight had arrived back early and it was clear from comments made by the staff that this was causing them all sorts of problems for some reason. The man behind the counter was verbally rude to my husband. As we were waiting outside for our car to be brought - which took 20 mins - the man did come out and apologise to my husband for his rudeness and complained about how much pressure he was under. On the bright side, we dropped off our car, went on holiday, returned and picked up our car again. However that is what is meant to happen so is not remarkable. It is a long time since I have encountered such poor service and lack of respect for customers. I travel regularly from Edinburgh Airport but I will not be using Flying Scot again. As a footnote, while I was waiting to collect my car, a fellow customer who though I was a tourist, apologised on behalf of Scotland and said he was sorry that this experience was my first experience of Scotland!!! Speaks volumes I think.