Tayla Freeman, 23, from St Helens, said she felt “humiliated” after staff at Liverpool John Lennon Airport challenged her use of the reduced mobility lane, despite her wearing a Hidden Disabilities Sunflower lanyard and carrying medical documentation.
Incident at security
On May 11, Freeman was travelling to Malaga with her mother. She approached the accessibility lane, which is for passengers with both visible and non-visible disabilities. She claims a member of staff told her, “we don’t recognise that lanyard anymore” and said the lane was only for people using wheelchairs or mobility aids because “most people fake it.”
Freeman had pre-booked assistance with her airline, wore the Sunflower lanyard, and had an access card and medical documentation on her phone. She said the staff member did not look at her documentation. “It was the most abrupt interaction I’ve ever had in my life,” she said.
Impact of hidden disabilities
Two years ago, Freeman was forced to give up work and pause her studies after a mystery illness left her bedbound. She was diagnosed with Ehlers-Danlos syndrome (EDS), postural orthostatic tachycardia syndrome (PoTS), mast cell activation syndrome (MCAS), seizures and AuDHD. Her symptoms fluctuate, meaning she can appear well on some days but be unable to walk on others.
“Just because I’m not in a wheelchair doesn’t mean I’m not disabled,” she said. “Often people have in their heads what a disability looks like and if you don’t fit that criteria, you’re very quickly dismissed.”
Escalation and resolution
Freeman’s mother approached a second staff member, who reiterated that the lane was only for people with reduced mobility using wheelchairs or aides. The pair then joined the regular queue, where Freeman began to struggle physically. The first staff member later suggested she could pay for fast-track access, which Freeman called “insulting.” Eventually, staff examined her documentation and allowed her through the lane.
Airport response
Freeman submitted a formal complaint. In an email seen by the ECHO, the airport apologised “if either officers were rude or unprofessional at any time.” A spokesperson for Liverpool John Lennon Airport said: “We’d like to again apologise to Tayla for any upset caused… The airport is committed to providing an inclusive and supportive experience for all passengers.” They highlighted improvements including a sensory room, sensory search space, and assisted travel areas, and noted that the accessibility lane supports passengers with both visible and non-visible disabilities.
Broader implications
After sharing her experience on The Healing Hive, a support community she co-founded in 2025, Freeman heard from others with similar stories. “Nobody should be made to feel they have to prove they are ‘disabled enough’ in order to access support they genuinely need,” she said.
