SINGAPORE- We thank Ms Estella Young ("Simple solution to carpark hold-up") and Mr Muhammad Dzul Azhan Haji Sahban ("Lessons from carpark hold-up"; Forum Online) for their valuable feedback last Saturday.
At 9.12pm on Jan 12, a driver who was entitled to complimentary parking stopped at the exit barrier of our mall carpark, expecting it to lift without being charged any fee.
However, the barrier did not respond as the driver's particulars had not been updated in our system. The driver then called for help and was attended to by our security staff and mall colleagues, who quickly lifted the barrier for her so she could exit the mall immediately, while promising to look into her complimentary parking privilege.
The matter was resolved at 9.49pm when the driver exited the mall.
We launched an investigation and found that our business partner had not provided the change in the driver's particulars for our daily updates to our complimentary parking system, resulting in the incident. We have since put in place processes with our business partner to prevent a recurrence of non-updated information in our system.
We thank Ms Young for her good suggestion to open up the entry barrier of our carpark to allow other drivers to exit. Subject to safety considerations, we have included this option as part of additional procedures we have institutionalised to handle such carpark incidents better.
We apologise for the inconvenience caused to the affected users of our mall carpark.
Callie Yah (Ms)
Lot One Shoppers' Mall and Bukit Panjang Plaza
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