Parked above, stuck below

Dinner is over, the bill has been paid and everyone is ready to go home. But there is just one problem. Earlier, the car was driven into the building’s elevated parking system but the line to retrieve the car? About five hours.

That was the experience described in a recent story about an automated parking disruption at a mall in Petaling Jaya.

People reportedly waited about five hours to retrieve their vehicle, with elderly people and children among those waiting until the wee hours of the morning.

In its published response, management later apologised and explained that a technical issue had slowed the return of vehicles after a charity event.

Additionally, guests were given refreshments while those who made their own way home could seek help with reasonable transport expenses.

For building owners and managers of autonomous parking systems, such problems extend beyond getting the machinery working again.

What happens to the people waiting downstairs, tired and frustrated, with no clear idea of when they can get their cars back? Also, did the guests have to pay the additional parking fees?

Making room for cars

Malaysia has plenty of vehicles to accommodate.

According to a Transport Ministry parliamentary reply reported by The Star on Oct 7, the country had 40.77 million registered vehicles as at Sept 30, 2026.

Of these, 26.6 million were classified as active. Of the active vehicles, almost 16 million were cars, though the registration total should not be treated as the number of vehicles currently in use.

In a way, this elevated parking system is an innovative, time- and space-saving way to organise vehicles within a limited building footprint.

Depending on the design, machinery moves cars into storage positions, reducing the need for drivers to circulate through parking floors.

For developers, the appeal is understandable. Yet the decision should also account for how the parking facility will serve the people using the building daily.

Getting everyone out

A parking system’s capacity tells visitors how many cars it can hold but not all systems display how long they will wait when a crowd wants to leave.

A banquet ending or several restaurants closing around the same time presents a different operating situation from vehicles being rolled in and out at intervals throughout the day.

Retrieval times depend on system design and its planning process should consider traffic studies, project type and peak demand.

For building owners, it suggests a useful question to ask before choosing a system.

What happens when many customers request their cars together? Advertised retrieval times should make clear whether they describe the mechanical process for one vehicle or the customer’s entire wait.

Maintenance budgets should also check for servicing and replacement parts, with clear arrangements for technical assistance for when wear and tear finally strikes.

For businesses in the building, the parking experience is also worth paying attention to.

A customer could enjoy the food and service, only to leave remembering the struggle to get home. Would they return for another dinner or choose somewhere with easier parking?

Tenants may have little control over the machinery but they should know who to contact when customers need help.

Building management could also keep restaurants and event organisers informed of disruptions so they can alert guests before they head downstairs.

Otherwise, a pleasant evening risks ending with customers wondering whether their next visit is worth the trouble.

A joint-shaking wait for some

The report mentioned the presence of elderly folk as well.

For older visitors, the waiting arrangements deserve particular attention. DOSM’s preliminary estimates indicate that 2.9 million people or 8.4% of Malaysia’s population were aged 65 and above in 2026, compared with 8% in 2025.

While age alone does not determine someone’s capability to cope with a delay, a parking service should have protocols in place to accommodate people who cannot comfortably stand for long periods or who need assistance moving between the waiting area and their vehicle.

Automated retrieval could be helpful when it brings a car to an accessible collection point. That convenience becomes harder to appreciate if the customer is left waiting without a seat or a clear idea of when they can leave.

Comfortable seating, accessible toilets and a staffed assistance point should form part of the building’s contingency planning.

Updates should also reach people who cannot easily read a screen or use a smartphone.

Suggesting that customers take an alternative ride home, as the visitors were told, is a difficult and frustrating predicament.

A person may need a wheelchair accessible vehicle or help reaching the pickup point. Their companion may be able to arrange transport but should not have to work out the entire solution without assistance.

Arrangements like these would also help families with young children and visitors with temporary mobility difficulties.

Who pays for the wait?

Then there is the parking payment. If a customer is ready to leave but the system cannot return their car, should they have to pay for the extra hours?

The published account does not establish whether charges for the delay were imposed, waived or refunded.

Nevertheless, operators should explain in advance how breakdown-related charges are handled. Customers should know where to get a refund and what assistance may be available if they end up having to leave their vehicle overnight.

Communication matters just as much. Even when technicians cannot give a reliable repair time, staff can explain what is known and when the next update will be provided.

A disruption plan should identify who will assist customers while the technical team works on recovery. Those are different responsibilities and both need attention.

One reported incident does not establish that automated parking is unsuitable for Malaysian buildings.

It does show why developers and managers should examine the full experience, including the queue, the waiting area and the arrangements when something goes wrong.

For a visitor ready to leave, the value of a parking space ultimately includes being able to get their car back.