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Westhill Shopping Centre sends 349 apology letters after ‘technical glitch’ wracks up £20,000 in unfair fines

Westhill Shopping Centre car park.
Image: Heather Fowlie / DC Thomson.
Westhill Shopping Centre car park. Image: Heather Fowlie / DC Thomson.

Westhill Shopping Centre has issued 349 apology letters after a “technical glitch” wrongly issued £20,000 in tickets.

Beginning in  October, the fault has left hundreds of people with up to £100 parking fines – despite staying below the four hours of free parking offered.

One parking ticket seen by the Press and Journal was given after a car stayed only 57 minutes.

If paid within 28 days they cost £100, £60 if paid within 14 days or £40 if paid within eight days.

In a post on social media, the shopping centre manager Ben Horsburgh wrote: “I understand that this is incredibly frustrating for everyone and totally unacceptable.”

He added he had personally spoken to 179 customers and refunded those who had already paid a fine.

What went wrong at Westhill?

The error at Westhill came from the electronic parking system.

It was implemented in 2018 due to the shopping centre’s recurring problem with non-customers leaving their vehicles while they went off to work.

This meant actual customers were not able to get parked.

The popular car park in 2018, the same year the electronic system was implemented. Image: Heather Fowlie / DC Thomson

Parking provider Highview Parking was brought in to put a stop to it.

The shopping centre says it has up to 4,000 vehicles using it per day but only 320 spaces, so car rotation is needed.

Mr Horsburgh wrote on Facebook: “I am working 24/7 to ensure not a single customer that comes to me is ever charged a penny.

“I have also implemented a system where all customers can stay as long as they want. All they have to do is request a day permit from myself or any of the shops.”

He also issued a thank you to everyone who had “been so kind and understanding” while they attempted to fix the computer error.

How has the public reacted?

The public has been largely supportive of Mr  Horsburgh’s efforts.

Di Forbes wrote on Facebook: “As an individual who had to speak to you about my mum’s case, I can not speak highly enough of you.

“From one very panicked mother and myself we cannot thank you enough.”

Barbara Crane replied: “Ben, you are going above and beyond as usual – I hope everyone appreciates the huge effort you make on behalf of us all.”

The car park issued around 349 fines in error, but the manager says they have all been cancelled. Image: Heather Fowlie / DC Thomson

But other customers have not been impressed.

Customer: ‘You feel like a criminal’

JaneAnne Cormack, from Kincorth, said she was given a ticket after going for lunch on October 8, but says she still has not received a reply from the company after appealing against it.

The 63-year-old said: “I was really quite annoyed about it.

“When it came through the post I was quite upset. It was something you don’t expect. You feel like a criminal.

“I won’t be back there for shopping unless I have to.

“I certainly won’t be paying any fine.”

Westhill to ‘review’ parking system

Westhill Shopping Centre has a number of popular shops, including Lloyds Pharmacy which was the scene of hour-long queues in August. 

To ensure the parking system works in the future, Mr Horsburgh has raised customers’ concerns with the landlord.

He says they are now reviewing the current system.

But in the meantime, he encourages customers to continue to come to Westhill and support the “vital” businesses there.


Have you been affected by the parking glitch?

Let us know at: livenews@pressandjournal.co.uk 

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