Westfield Knox paid parking: Shopper slugged $5 despite entering after 6pm

Westfield has responded after a shopper was shocked to be slugged for parking at Westfield Knox despite advice online telling him he could park for free.

There is confusion over paid parking rules at Westfield Knox.

Westfield Knox has clarified that only Westfield members can enjoy free parking at the centre after 6pm, and the standard rates apply to everyone else.

It comes after there was confusion around Westfield Knox’s paid parking rules, after a shopper was shocked to be slugged a $5 fee despite information online advising he could park for free.

In a message to Westfield Knox, seen by Leader News, shopper Nathan reported there was

“a bit of carpark exit chaos” on Saturday July 15 as confused customers were charged for parking upon approaching the exit boom gates, despite entering after 6pm when parking was meant to be free.

Nathan entered the carpark at 7.15pm and left at 10.30pm.

He said the FAQs section on the Westfield Knox website, which he took a screenshot of, said parking should have been free as he entered the centre after 6pm.

Under the “How does free parking work after 6pm” heading the website said:

“Parking will be free if you enter any car park after 6pm and exit before 6am the following morning. If you enter the car park before 6pm, normal parking rates will apply for the duration of the stay.”

“Yet I was required to pay $5 at the gate (and begrudgingly did to avoid holding up the cars behind me),” Nathan wrote.

“I assume Westfield has made thousands of dollars from this error, and tens of thousands if this is not a one off.

“Could you please let me know about any efforts to rectify the situation and possibilities for reimbursement?”

The information last week made no mention of having to be a Westfield Plus member to access free parking after 6pm.

But the website information appears to have changed last week and now says free parking after 6pm is only available to Westfield Plus members.

“Parking will be free for Westfield members if you enter any car park after 6pm and exit before 6am the following morning. If you enter the car park before 6pm, normal parking rates will apply for the duration of the stay,” the website said on Thursday.

A Westfield Knox spokesperson confirmed parking at Westfield Knox was free for Westfield members that enter after 6pm, with the standard rate card applying to non-member customers.

“We are in direct contact with the customer and have provided further clarification on our website,” the spokesperson said.

Nathan said he received a reply from Westfield last Wednesday apologising for his experience.

“They have also stated their desire to reimburse me for the money I paid for parking.

“I immediately responded – ‘Before continuing, could you confirm (or deny) that parking is (or should be) free for all attendees who enter the carpark after 6pm and depart before 6am?’ “I’m yet to hear back.”

Paid parking was introduced at Westfield Knox on June 8 as the centre unveiled the latest stage of its $355m redevelopment.

Under the new parking system, staff get the first four hours of parking free, before being charged $5 a day.

Customers get the first three hours of parking free, or four if they are a Westfield Plus member. Shoppers who stay between three and three and a half hours are hit with a $5 fee, with the rate climbing to a maximum of $35 for those who stay more than six and a half hours.

Westfield Knox was approached for comment.