Customers frustrated over shopping centre carpark change

Parking changes at a Brisbane shopping centre have sparked a ‘boycott’ by some customers, but the centre is urging patience.

Basement level travelators at Toowong Village are being replaced. The upgrade is frustrating some customers. Gallery level travelators, pictured, aren’t being replaced.

Changes to carparking at Toowong Village shopping centre in Brisbane’s inner west have some older customers so angry and confused they have threatened to boycott it.

But centre management is urging patience, saying the next few months will be challenging as it replaces ageing travelators dating to 1986 when the popular centre opened.

As part of the building works, the entire basement 2 level has become staff carparking, making it even harder than usual to find a space on the basement 1 level carpark, the closest access to Coles supermarket.

The change was made because two travelators on the lowest levels have been removed, pending replacement.

Toowong Village is upgrading its ageing travelators, but some customers are frustrated by the changes.

The only way to upper levels from the basement 2 carpark is via lifts. Due to COVID rules they are supposed to carry only six people at a time.

A centre management spokeswoman said for that reason they had shifted staff parking to basement 2, erected signs about the change and were encouraging customers to park on upper levels.

But many customers have not noticed the signage and continue parked in basement 2, only to discover there was no travelator access.

Quest Newspapers observed this week that the basement 2 lifts were packed with confused elderly customers.

“My husband is threatening to boycott the Village and go out to either Mt Ommaney, where there is no (parking) time limit and heaps of parking and everything we need, or to Kenmore where there is an Aldi,’’ one customer said.

One of the basement 2 carpark signs informing customers about staff parking on that level.

“(An acquaintance) said he will either go to either Indooroopilly or Mt Ommaney, or for just groceries he goes to Woolworths and Aldi at Darra, and Coles at Corinda.

“I am sure others will go to Paddington or to Milton to the independent store and other businesses there on Baroona Rd.’’

The spokeswoman said while it would take some customers time to adjust, the travelators had to be replaced.

“They have been breaking down in recent years and the change to basement 2 parking is a temporary measure only, while the four travelators servicing ground to basement levels are being replaced with brand new equipment,’’ she said.

“Toowong Village’s travelators are the original equipment, installed when the shopping centre opened in 1986, and with age and unreliability replacement is now necessary.

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“The large investment of capital to purchase the new equipment is expected to improve reliability and serviceability to the basement carparks in the future.

“By relocating staff to basement 2, we have provided more customer parking in the multi-deck carpark and reduced waiting times for basement lifts.

“Customer parking is still available in basement 1 throughout the project, with five lifts delivering customers to the ground floor.

“While we understand the frustration the changes have caused, we are thankful to customers for their understanding and patience during this difficult project.’’

The project was on schedule to be completed by mid-to-late June, she said.