Atria explains why escalators turned off amid shoppers' concerns

Atria Watford has explained why some escalators have been turned off amid complaints from shoppers with reduced mobility.

According to an email from the centre's management team, seen by the Watford Observer, some escalators to car park levels have been taken out of service as part of a project to monitor customer behaviour and assess lift usage.

A spokesperson for atria said: "We are committed to ensuring the centre is an inclusive and enjoyable place for everyone to visit.

“We can confirm that we have closed a couple of escalators linking levels in our Kings and Palace car parks and we are continuing to review options for these.”

The spokesperson added it had “carefully considered” the needs of people with reduced mobility and that all levels “remain accessible” as the escalators linking the shops with the level one car park were still working.

Atria has explained why some escalators were shut down on purpose. (Image: Atria Watford) It is unclear how many have been taken out of use and for how long. Atria did not respond when asked for clarification.

Shopper Gillian Ibbott, 69, criticised the decision as she recalled the “horrendous” situation when she visited last Saturday (June 15).

The retiree from Croxley Green, who is unable to use stairs due a heart problem, said the reduced escalators and closure of one lift meant elderly people and families with pushchairs were forced to use a single lift to get down from the Kings Car Park.

“After Covid you don’t want to be crammed into a lift, but I had no choice,” she said. “I had to squeeze myself in so the door could shut, that’s how bad it was.”

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A spokesperson for Disability Watford, an advocacy charity run by and for people with disabilities, agreed with the shopper’s concerns.

They said: “This is just another step to making shopping in Watford’s town centre and the shopping mall less accessible for those with a disability.

“Yes there are lifts, but some will not use them for various reasons. Some can’t use the stairs and the only other option is to go out on one level and into another, all of which are more time-consuming and physically draining.”