Thank you for taking the time to get in touch with us to provide your feedback. 

There is temporary barrier on the Level 1 concourse with signage indicating that patrons may be asked to wait for a period of up to 20 minutes following the end of an event, before being able to access the escalators. The length of time that patrons are asked to wait can vary by event as it depends on departure patterns. 

The decision on whether to utilise the barrier and ask patrons on Level 1 to wait, is made by our Event Control management team who are closely monitoring the movement of patrons on all levels via CCTV. The intention of asking patrons to wait briefly on Level 1 is to reduce the risk of congestion on the escalators, so that patrons from all levels are able to exit safely. 

The staff on Level 1 are not able to see how many patrons are entering the escalators at Level 5 or below, for that reason they are not able to make the decision independently. It is worth noting that when required we do also ask patrons on Level 5 and Level 3 to also wait during busier periods, which is a decision based on everyone's safety rather than to cause a delay or inconvenience. 

Patrons who are able can use the stairs and the lifts are an option for those that are less mobile instead of waiting for the temporary barrier to open. I agree that this should have been explained in a more appropriate way, I'm sorry that the staff you came into contact with spoke to you in this manner and did not provide an appropriate response or clear directions. 

Thank you again for bringing this matter to our attention and I will ensure that your e-mail is also passed on to our Event Management team for their reference.