Tayla Freeman, 23, from St Helens, was travelling to Malaga with her mother on May 11 when staff at Liverpool John Lennon Airport stopped her from using the reduced mobility lane at security, despite her carrying proof of her hidden disabilities.
Two years ago, Freeman was forced to give up work and put her studies on hold after a mystery illness left her bedbound. She was later diagnosed with Ehlers-Danlos syndrome (EDS), postural orthostatic tachycardia syndrome (PoTS), mast cell activation syndrome (MCAS), seizures, and AuDHD.
Pre-booked assistance and lanyard ignored
Freeman had pre-booked assistance with her airline, wore a Hidden Disabilities Sunflower lanyard, and carried an access card and medical documentation on her phone. She told the Liverpool Echo: "I used to travel normally before I got ill. I plucked up the courage for months because I became very unwell after my last trip away."
When she approached the reduced mobility lane, a staff member allegedly told her: "We don't recognise that lanyard anymore." Freeman said the staff member did not look at her phone or access card and claimed the lane was only for people who use wheelchairs and mobility aids because "most people fake it."
"It was the most abrupt interaction I've ever had in my life," Freeman said. "The main queue was really busy and everyone was staring at me, which made it even more humiliating."
Offered fast-track as alternative
After being turned away, Freeman's mother approached a second staff member, who reiterated that the lane was only for reduced mobility. They joined the regular queue, but Freeman began to struggle. The first staff member later returned and suggested she purchase fast-track access.
"That was even more insulting," Freeman said. "I wasn't trying to just skip the queue, I was doing it for my accessibility needs."
Eventually, staff examined her documentation and permitted her through the lane. She later lodged a formal complaint with the airport. In an email viewed by the Echo, the airport apologised: "Please accept my apologies if either officers were rude or unprofessional at any time."
Impact of invisible disabilities
EDS affects connective tissue, causing chronic pain, joint instability, exhaustion, and mobility difficulties. Freeman's symptoms vary, meaning she can seem healthy on some days and bedbound on others. "It makes me feel horrendous; like I'm dead but still living," she said.
After sharing her story online via The Healing Hive, a Liverpool-based support community she co-founded in 2025 for people with chronic illnesses, disabilities, and neurodivergence, many others contacted her with similar experiences.
"My goal isn't to criticise for the sake of criticism," Freeman said. "I want to see meaningful change, better training and improved experiences for disabled passengers with invisible disabilities."
Airport response
A spokesperson for Liverpool John Lennon Airport said: "We'd like to again apologise to Tayla for any upset caused following her recent experience at Liverpool John Lennon Airport. The airport is committed to providing an inclusive and supportive experience for all passengers."
The airport noted improvements including a dedicated sensory room, a sensory search space, and assisted travel areas. "Our dedicated accessibility lane supports passengers with both visible and non-visible disabilities, including those wearing recognised accessibility lanyards or those who otherwise require additional support during their airport journey," the spokesperson added.
